5.  Questions & Answers

I am using the correct username and password but Spark does not accept them

When you try to add a streaming account in Spark you can sometime have the error message "An error occurred".

First, go to the online service's webpage (ex:spotify)and try to connect using the same username and password used in Spark. If you can connect on the website, but still not in Spark, try to unplug and replug your dialog ( or Phantom if you don't have dialog). 

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Radios can't be accessed anymore from Spark.

In order to access the radio logo in Spark you must first activate this feature in Spark.

Follow these steps:

1. Open Spark
2. Go to Settings (if you use a mac or windows) or Options (Mobile version).
3. Clic on Sources
4. Use the button that is on the side of 'Radio Station' (computers) or clic on  "Enabled" (phone).

If you still have the issue, try to unplug and replug the Dialog for 10s. Radios should now be accessible again. 

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I added my account in Spark but the music does not start

Spark recognises the format limitation given to your account by the online service. If your membership is limited to standard quality Spark will not be able to play high resolution songs. If you do have a premium membership but still can't play the format you selected, try to unplug and unplug your dialog (or Phantom if you don't have dialog).  

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Tidal keeps withdrawing money from account after my trial

For any new purchase of Phantom, Devialet offers you a 3 months trial with Tidal. After Pour l'achat d'un nouveau Phantom, Devialet vous offre 3 mois d'essai chez Tidal. Passé ce délai de 3 mois, le service vous sera tacitement reconduit et facturé par Tidal. Pour éviter le paiement, nous vous invitons à annuler l'abonnement avant la fin de la période d'essai. Dans tous les cas, il est préférable de voir avec l'équipe Tidal pour obtenir de l'aide - vous trouverez ici leur centre d'aide.

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I cannot see Phantom in Spotify connect.

Make sure that in Spark > settings > source the option 'Spotify' is selected. Note that you will need to have a premium Spotify account to unlock the Connect feature. 

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I sometimes have cuts and delay between my two Phantom

The quality of the sound provided by Phantom depends a lot on the quality of your wifi/lac network. Do not hesitate to restart your main router to refresh its settings. You can also consult your internet provider in order to ask about how to optimise your offer for connected devices. 

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I purchased my music in Itune and Spark displays an error message “Not Readable”

In Spark when you play certain musics from your local collection, it can be displayed the error message « Not Readable ». The files located on a cloud solution are not accessible via Spark, so you risk to have this message when you try to add in the Spark play queue.

Additionally in order to protect their content from digital piracy, some editors of content such as Itune store use DRM (digital right management) encryption on the music files. Files protected with DRM are not compatible with Spark. 

Solutions to take out such protection exist if you contact the music supplier. 

Note: In bluetooth, even files with DRM protection can be streamed to Phantom. Airplay also work. 

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My Phantom suddenly starts to play with high sound without me starting it

Your Phantom probably has its bluetooth feature activated. It means that anybody who can detect your Phantom on his Phone in bluetooth will be able to send music on it.

If that is not a feature you want, you can turn off the Bluetooth when you don't use it. Go to the settings of Spark (the 3 littles dots), click on devices then on each Phantom and cut the bluetooth.

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My Windows computer can't play music in Spark, but my Mac/phone can

Please check if your firewall authorises the Spark app. If in Spark on our windows you can see the phones where spark is opened, but on these phones you can't see the windows computer, then most probably your firewall blocks the app. 

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