Soundtouch app V23.0 constant 6302 error and app crashing

[patchy92]

Hi

I am unable to get my Soundtouch app to play / display my WMP Library.

My system comprises:

Windows 7 (32Bit), trend micro antivirus  (no other apps on computer) bare bones

WMP (v12.0.7601.24499) - (very large) library in default location

Soundtouch APP V23.0.0

Soundtouch 10 Wireless Music System (by 2) connected via Wireless

Soundtouch 20 Series II Wi-fi music system (by1) connected via ethernet

TPLINK 20 Port 100Gb unmanaged router (for local network)

All Sountouch's work perfectly when accessing tune-in radio, all can be fully controlled via the soundtouch app.

However when tyring to access WMP library on main computer it comes up with as constant 6302 code. this is even after waiting overnight 'for something to happen'

I have tried the following (from this forum posts) with no success

• reinstalled Soundtouch app
• removed and added music library  (Soundtouch app provides notification that 'service has been added'
• reset and reconnected all soundtouch speaker units
• disable firewall
• set firewall exceptions for WMP and Bose soundtouch
• set WMP share and stream conditions to 'allow all'
• Refreshed WMP library
• Restarted computer, router etc (many times)

We have also noted the soundtouchhelper.exe keeps crashing intermittently.. and that when you select 'sync music library' nothing seems to happen - should you get an indication..

Any help is appreciated

regards

Grant

[Keith_L]

Hi Grant,

Thank you for posting and welcome to the community. I'm sorry to hear you are unable to access your music library on the SoundTouch app and I would be happy to help with this.

It sounds like you have done a lot of great troubleshooting already, all of the steps you have mentioned are very useful when investigating an issue with a music library.

As you mentioned disabling and allowing exceptions in your firewall, was this in your antivirus software or on your router? It is worth checking to see if you have any other firewalls on your computer or router that could be causing this and disabling them to test.

We do have a list of other router settings we recommend when using our speakers on a Wi-Fi network. I will post these below for you, so you can check these against your network yourself if you would like. If you would like assistance setting checking that you can reach out to your local support team HERE, by selecting your country/region and scrolling down to 'contact us', they can help you with these settings.

One slightly weird thing that can occasionally cause issues with music libraries is the naming of tracks. If any of the song titles contain the '@' symbol it can sometimes cause this error code to appear. It would be worth searching on Windows Media Player to see if that symbol is in any song titles and either renaming or removing the tracks.

Let me know how you get on.

Kind Regards,

Keith L - Community Support

Recommended router settings for SoundTouch™ compatibility

UPnP - Enable

Multicast - Enable

IGMP - Enable

Wireless Isolation - Disable

IGMP Proxy - Disable

Wi-Fi Radio or Radio Mode - Mixed or B/G/N

Stealth mode - Disable

MAC Filtering/Access Control - Disable, or add the SoundTouch™ system’s MAC address to the allowed devices list

WPS - Disable

Wireless channel - Fixed (select a specific channel); Auto-Channel selection is not recommended.

Security type – WPA-2(PSK) with AES Encryption.

 WMM – Disable.

[patchy92]

Hi Keith,

thank you for responding below and apologies for not getting back sooner - bush fires and now COVID have introduced a few challenges..

Okay - The app started working a few days after my post..hooray..  and it worked perfectly, streaming music to all three devices (via ethernet and wifi) - no idea why though as i didn't touch anything.. i thought at the time gremlins in the machine..

3 days ago I upgraded the HDD where my music is kept and it stopped working again - same issue as before..

All settings are the same, the WMP library has fully refreshed for the new location.

All shares and Security are enabled ( i have many household users streaming from the Server)

All settings are as per your advice below and there are no @ symbols in titles etc.

I removed all speakers, reinstalled sound touch app - reestablished WMP library service.

At this stage to eliminate possibilities I have only reconnected the Sound touch 20 via Ethernet cable to my network switch (so no wifi ) etc etc.. the app starts then about 5-10min later it crashes

When i try and access the WMP library service it also displays the 6302 error  - but my research says this is related to iTunes, but i don't have iTunes installed..

Below is what Windows details when the app crashes

Problem signature:
Problem Event Name: APPCRASH
Application Name: SoundTouchHelper.exe
Application Version: 0.0.0.0
Application Timestamp: 5e1f5e4a
Fault Module Name: StackHash_e118
Fault Module Version: 6.1.7601.24545
Fault Module Timestamp: 5e0eb7a5
Exception Code: c0000374
Exception Offset: 000c3c77
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 3081
Additional Information 1: e118
Additional Information 2: e118b4ab01d80b2aea821aeeb10a184c
Additional Information 3: 4509
Additional Information 4: 45099a3705e84700d3e2867c656cd579

I have noticed that Soundtouch creates a .dmp file each time this occurs - but have nothing to read it with.. can this be uploaded so you can look at it.

I also noticed there's a LOG tool within the Soundtouch structure  - but it doesn't appear to do anything

any help you can provide is appreciated

regard

Grant

[Andy_B]

Hey @patchy92,

Thanks for getting back to us and providing additional information. Interesting to hear that you were back up and operational, before installing a new HDD.

Error 6302 can be applied to both WMP and iTunes sources, so no concerns there. You note using a network switch - is this your typical and original setup as noted within the first post? Have you tried removing the switch from the equation, and testing for playback? How is the computer connected to the network - is this wirelessly, or routed through the switch in some capacity too? 

We'll reach out to you privately to obtain those files. 🙂