Fix Issues with Samsung Wireless Audio-Multiroom App

Authored by: Support.com Tech Pro Team

1. Introduction

Companion apps can offer a variety of addition features to your device's functionality. This guide will help you to install your Samsung HW-J8500R companion app to your phone or tablet.

This guide will walk you though the following steps:

• Restarting your equipment
• Checking your network settings
• Removing and reinstalling your companion app
• Basic setup of your companion app

2. Restart Equipment

Most of the time, restarting will fix common problems.

1. Unplug your modem, router, and power cord from the receiver. Do not disconnect any Ethernet cables, just unplug the power cords from the wall.
   

1. Wait 30 seconds and then plug the modem in. Wait for it to fully boot and then plug in the router and the receiver.
2. Test your app and see if everything is working correctly now.

3. Same Network

The Samsung HW-J8500R can be connected either with Wi-Fi or via an Ethernet cable.

If using Ethernet, verify the Ethernet cable is plugged into the back of the receiver and then the other end to your network switch, or directly to your home's router.

When checking your mobile devices, ensure they are connected to the Wi-Fi network broadcasting from the router your receiver is physically plugged into. Make sure you are not using a guest network as this may hinder the ability for your devices to communicate with one another.

4. Verify Connected Network

Your mobile device and your receiver must be on the same Wi-Fi network in order to communicate with one another. The following steps will help you ensure that your mobile device is connected to the same Wi-Fi network your receiver is. If your receiver is using Ethernet, be sure the Wi-Fi network you are connecting to is the one being broadcast from the router your receiver is physically connected to.

Make sure your devices are not connected to a guest network. These types of networks typically prevent your devices from communicating with one another.

Check your Android device

1. Swipe down on phone to access quick settings.
   

1. Swipe down on phone again to get the extended view. Your connected network will show under the Wi-Fi symbol.
   

5. Connect to Wi-Fi

1. Select New Setup.
   

1. Select Soundbar at the bottom.
   

1. Follow the on-screen instructions. Select Yes to continue.
   

1. Press the SPK ADD button on back of your speaker. The app will locate it, and automatically set it up on the same Wi-Fi network as your phone.
   

6. Uninstall Android App

1. Find the AV Controller app icon.
   

1. Tap and drag the icon to the word uninstall. It will light up in red.
   

1. Tap on OK to confirm removal of the app
   

7. Install Android App

1. Launch the Play Store on your smartphone.
   

1. Select the search bar at the top.
   

1. Type in "samsung multiroom" at the top, and select Wireless Audio-Multiroom from the list.
   

1. Select Install.
   

1. Select Open to open the app.
   

1. A message letting you know the app needs extra permissions will appear. Select OK.
   

1. For Location, select Allow.
   

1. For Storage, select Allow.
   

8. Connect to Wi-Fi

1. Select New Setup.
   

1. Select Soundbar at the bottom.
   

1. Follow the on-screen instructions. Select Yes to continue.
   

1. Press the SPK ADD button on back of your speaker. The app will locate it, and automatically set it up on the same Wi-Fi network as your phone.
   

9. What's next?

10. Existing/Wired Setup

1. Select Existing Setup.
   

1. The app will scan for and locate your speaker automatically.
   

11. What's next?

12. Existing/Wired Setup

1. Select Existing Setup.
   

1. The app will scan for and locate your speaker automatically.
   

13. Verify Connected Network

Your mobile device and your receiver must be on the same Wi-Fi network in order to communicate with one another. The following steps will help you ensure that your mobile device is connected to the same Wi-Fi network your receiver is. If your receiver is using ethernet, be sure the Wi-Fi network you are connecting to is the one being broadcast from the router your receiver is physically connected to.

Make sure your devices are not connected to a guest network. These types of networks typically prevent your devices from communicating with one another.

Check your iOS device

1. Tap on the Settings icon from your home screen.
   

1. Your connected Wi-Fi network will show next to Wi-Fi
   

14. Connect to Wi-Fi

1. Select New Setup.
   

1. Select Soundbar at the bottom.
   

1. Follow the on-screen instructions. Select Yes to continue.
   

1. Press the SPK ADD button on back of your speaker. The app will locate it, and automatically set it up on the same Wi-Fi network as your phone.
   

15. Uninstall iOS App

1. On the main screen of your iOS device, look for the MultiRoom app.
   

1. Tap on hold the icon until an X shows up on its top left corner. Tap on the X.
   

1. You will be asked whether you want to delete the app. Tap on Delete to confirm.
   

16. Install iOS App

1. Open the App Store.
   

1. Search for Wireless Audio: Multiroom, then select Get.
   

1. Launch the Multiroom app.
   

1. Select OK to allow the Multiroom app access to your media players.
   

1. Carefully read the Privacy Policy, then select Agree when ready.
   

17. Connect to Wi-Fi

1. Select New Setup.
   

1. Select Soundbar at the bottom.
   

1. Follow the on-screen instructions. Select Yes to continue.
   

1. Press the SPK ADD button on back of your speaker. The app will locate it, and automatically set it up on the same Wi-Fi network as your phone.
   

18. What's next?

19. Existing/Wired Setup

1. Select Existing Setup.
   

1. The app will scan for and locate your speaker automatically.
   

20. What's next?

21. Existing/Wired Setup

1. Select Existing Setup.
   

1. The app will scan for and locate your speaker automatically.