Support


Quick Answers

Accounts & Billing (9)

How do I upgrade?

  1. Login to Your Client Area
  2. Navigate to services & choose your relevant service
  3. Click Management Options then Upgrade
  4. Choose your upgrade options and proceed to the checkout
  5. For the full article check out our knowledgebase

How do I change my credit card details?

  1. Login to your Client Area
  2. Hover over your name
  3. Click “Manage Credit Card”
  4. Enter your New Card Details into the New Card Section
  5. Click Save Changes

You can also check out the article for the full guide

How do I add funds to my account?

  1. Visit your Client Area
  2. Click the “Billing” tab in the menu bar
  3. Choose the option “Add Funds”
  4. Select the amount you want to add to your account
  5. Choose you payment method, and click “Add Funds”

How do I change my password?

  1. Login to your Client Area
  2. Click “Update My Details”
  3. Choose “Change Password”
  4. Enter your existing password and the new password
  5. Click Save

Have I been charged incorrectly?

A common mistake is setting up more than one payment subscription for the same service, this can cause overpayment which will be placed as credit in your client area.

Remember that we are not liable for any unauthorised payments, so please be careful when setting up payment subscriptions.

What if my payment is overdue?

Once your account is overdue payment all services will be suspended.
Payment MUST be made within 2 weeks of the overdue date. If no payment is made, we will assume you wish to cancel the services and terminate them. This will delete any data uploaded and wipe all settings.

Once your invoice is settled contact support by opening a new ticket in your client area. We will re-enable your services.

If your services are terminated all data will be removed. This is in line with our service Terms and Conditions.

How do I cancel my services?

Cancellation information is available in our Terms & Conditions.

Terms & Conditions

Our Terms & Conditions are applicable to all clients and are accepted before payment of any of our services.

You can find a copy of our terms Here.

Terms & Conditions last updated 30th September 2013

I am with Comcast and cannot connect to my server!

Comcast residential accounts block certain IP addresses, you must request IP unblocking using the Block Removal Request form

You can find out the IP address of your SHOUTcast or CLOUD DJ server by visiting this link and entering the server URL e.g. example.wavestreamer.com

Links in this Quick answer take you to external sites. We do not moderate the content on these sites.

Apps / Add-ons (8)

I need help building my iPhone App.

We have a walk-through tutorial on our Help pages. Click Here.

When will my Android App be in the Google Play Store?

Once your app has been accepted by our internal review team it will join the development queue. Development time can vary from 48 hours up to 5 business days. All apps are built on a first come first served basis. Once your app is submitted to the Google Play Store it will be available for download within 5 hours. We will email you with store links when it is live.

If your app is rejected, please read the reasoning and take action promptly to prevent delays.

Can I change my Android app background and theme?

Yes, just visit the App builder in your Wavepanel and make the changes. You can alter:

  1. Background Image
  2. Theme Color
  3. Text Color
  4. Play Button
  5. Website and Email address
  6. SHOUTcast/Icecast stream URL and Autoplay preference

Once changed, submit your app for development and one of the team will review then accept the changes.
Changes can be seen by quitting the app and relaunching it.

My App has been rejected by Wavestreaming! Why?

Every App submitted will be reviewed by Wavestreaming before development.

If your App has been rejected, it’s probably due to one or more of the following reasons:

  • The images are not the correct size / format.
  • Your App details haven’t been filled out fully.
  • Your App details contain unsuitable phrases or references.

Please look over these and resubmit your App when all corrections have been made.

Can I change my Android icon and Google Play Store text?

Unfortunately you cannot ammend your app icon or Google Play Store information after initial submission. Please make sure your icon is just the way you want it and the store text really sells your app BEFORE submitting it for development.

If you wish to change the above details please contact the support desk. Please note there will be a standard admin fee of $20 as this involves rebuilding and resubmitting your app to the Google Play Store.

I want to update some settings but my App has been submitted for development / live!

No problem.

Head over to Wavepanel. Click ‘manage’ next to your App.
Click ‘Pause Development’

You can change your App colors, background, play button and position.
You can also edit your server, web page and email.
Save changes and click ‘Submit my app to the store’*

*Your App will be updated when it’s been reviewed by Wavestreaming.

My iOS App is in the Store can I change the, icon or store listing details?

Yes, but it will cost an additional fee. Please contact our support desk for more info: http://wavestreaming.com/about-us

I can’t find my App on the iPad App Store!

On iOS 7 you must tap ‘iPad Apps’ and choose ‘iPhone Apps’ for the iOS Apps to be listed.

CloudDJ (20)

What’s ‘Resume’ in my Playlist Editor?

By default playlists will save their position and resume playing where they left off.

If you would like your playlist to begin playing from the first track when it starts, turn off resume.

Perfect if you have ‘Top of Hour’ jingles on your Scheduled Playlists!

How do I start, stop, and check the status of Cloud DJ?

Either via Wavepanel or using our API –

Start
Stop
Status

You’ll need your API password, located in Cloud DJ’s settings.

Why can’t I login to FileZilla?

  1. Login to Wavepanel
  2. Navigate to your “Cloud DJ Settings”
  3. Change your “FTP Password” & Save your changes
  4. Login to FileZilla with your new password
  5. If you need any more help with uploading your files, you can check out the full article.

What services work with SHOUTcast and Icecast?

We offer compatibility with SHOUTcast and Icecast servers as follows –

  • Radio Player: SHOUTcast & Icecast
  • Cloud DJ: SHOUTcast

How many DJ slots can I have?

You can have upto five DJ slots. You can request more DJ slots by contacting our Support team.

How do I add a DJ?

To add a DJ to your station, you need to login to your Wavepanel control panel. Hover over Cloud DJ, and select Your Cloud DJ. Scroll Down to DJs. For more help, check out the full Adding Live DJs article.

Why don’t my scheduled playlists start on time?

You need to switch on “Interrupt stream if a playlist is due to start” in your Cloud DJ’s settings, this will remove files from your queue and begin playing your scheduled tracks.

Make sure your playlist don’t overlap with another playlist as this could cause problems.

Why can’t I create new players, tags, or playlists?

Please contact our Support team and they will fix the issue.

Can requested tracks play automatically?

Yes, use the request tag in a playlist so when the playlist hits the request tag a track is pulled from the queued requested tracks.

Why aren’t my files uploading via FTP?

Only directories (folders) and .mp3 files can be uploaded to your FTP area in Cloud DJ.

What is ‘Override Metadata’? I see it when I broadcast live.

This module on the main Cloud DJ dashboard is only visible when a ‘Live broadcast’ is connected.
It is designed for sources that do not send any artist or track information to Cloud DJ (E.g.Talkshows, Live events, audio broadcast from a ‘Line in’ source).
Updating the metadata will send new track and artist information to your SHOUTcast server replacing the last Cloud DJ automated track played.

When the live source either disconnects or broadcasts track information (E.g A mp3 playing via WinAmp), Cloud DJ will replace the override with currently playing metadata.

Is there a file size limit?

If you are uploading in the Browser there is a limit of 200MB per file.

FTP uploading has no limits (except your storage allowance).

File troubles?

Instead of using a period to separate your file’s info use hyphens instead, e.g. “title.title.mp3” to “title-title.mp3”.

My Cloud DJ keeps dropping connection to my third party SHOUTcast server!

This is a problem with the internet connection between our Cloud DJ server and your SHOUTcast server. Restarting your SHOUTcast server may fix the issue. If not, open a support ticket with us and your SHOUTcast provider.

My Schedule is out by an hour?!

Cloud DJ servers run on UTC0 time. If you are now in Summertime you may need to adjust your schedules and live DJ events to reflect the new time in your region.

As we have clients worldwide, we cannot tailor each Cloud DJ to suit each region.

You can shift your schedule in Cloud DJ > Schedule.

What is AutoSync?

We have upgraded Cloud DJ to enable automatic file syncing. Any changes you make in Filezilla will be reflected in Cloud DJ automatically. No more having to click ‘Sync Files’ after you have uploaded or removed tracks. You can also now re-organise tracks into folders in your FTP storage area without having to resync.

What file formats do you support?

Here are our services with the file formats we support –

  • SHOUTcast: .mp3 & .aac+
  • Cloud DJ: .mp3 & .aac+
  • Radio Player: .mp3

Are foreign characters supported?

Yes, like Scandinavian and Arabic characters, we support them all when broadcasting directly to your SHOUTcast server. Cloud DJ does not support multi-byte characters. Make sure to use FileZilla as your choice FTP client when uploading files to Cloud DJ as Wavestreaming does not encourage use of alternates also ensure the characters are encoded in UTF-8.

I am with Comcast and cannot connect to my server!

Comcast residential accounts block certain IP addresses, you must request IP unblocking using the Block Removal Request form

You can find out the IP address of your SHOUTcast or CLOUD DJ server by visiting this link and entering the server URL e.g. example.wavestreamer.com

Links in this Quick answer take you to external sites. We do not moderate the content on these sites.

Player (6)

What services work with SHOUTcast and Icecast?

We offer compatibility with SHOUTcast and Icecast servers as follows –

  • Radio Player: SHOUTcast & Icecast
  • Cloud DJ: SHOUTcast

Why can’t I create new players, tags, or playlists?

Please contact our Support team and they will fix the issue.

Audio is choppy in Firefox and Flash players!

If you are broadcasting using SAM Broadcaster, please ensure your encoder is set to 44100Hz and ‘Allow Scripts in stream’ is deselected.

What file formats do you support?

Here are our services with the file formats we support –

  • SHOUTcast: .mp3 & .aac+
  • Cloud DJ: .mp3 & .aac+
  • Radio Player: .mp3

Are foreign characters supported?

Yes, like Scandinavian and Arabic characters, we support them all when broadcasting directly to your SHOUTcast server. Cloud DJ does not support multi-byte characters. Make sure to use FileZilla as your choice FTP client when uploading files to Cloud DJ as Wavestreaming does not encourage use of alternates also ensure the characters are encoded in UTF-8.

Service Announcements (1)

Error: Server is currently up and waiting on a Directory response.

This is related to the migration of the SHOUTcast directory. Please see the link below for more information:

http://help.wavestreaming.com/other/server-is-currently-up-and-waiting-on-a-directory-response/

SHOUTcast (14)

Error: Server is currently up and waiting on a Directory response.

This is related to the migration of the SHOUTcast directory. Please see the link below for more information:

http://help.wavestreaming.com/other/server-is-currently-up-and-waiting-on-a-directory-response/

What is the DSP plugin?

The SHOUTCast DSP Plugin is a streaming add-on for Winamp. This plugin allows you to connect and broadcast live to your SHOUTcast server through Winamp. The latest version of the plugin is available from the Winamp Website.

What’s a client broadcaster?

A program that allows transmission to a broadcasting server for listeners to connect. Example client broadcasters you can use –

  1. Winamp
  2. SAM Broadcaster
  3. SAM Cast
  4. Nicecast
  5. Radio BOSS
  6. Virtual DJ
  7. BUTT
  8. Mix Meister

Do you provide music licensing?

Wavestreaming does not provide any form of music licensing or coverage for royalties. Any content you broadcast using our services is entirely your responsibility. We do not monitor stream contents and it is up to you to ensure that if you are streaming any music with a copyright, that you are on the right side of the law within your country. Check out the music royalties article for more information.

Why isn’t my station playing sound?

  1. Visit your Wavepanel Control Panel
  2. Go to “SHOUTcast”, choose the “Directory” option
  3. Click the “reset directory hash”
  4. For more information on this check out the related article.

What file formats do you support?

Here are our services with the file formats we support –

  • SHOUTcast: .mp3 & .aac+
  • Cloud DJ: .mp3 & .aac+
  • Radio Player: .mp3

How do I access my statistics?

  1. Visit the Wavepanel Control Panel.
  2. Hover over the “SHOUTcast Tab”
  3. Select “Your Server” (ie stardust.wavestreamer.com:1234)
  4. Scroll down and click on “Statistics”

This area shows all of your SHOUTcast statistics.

Where’s my SHOUTcast info?

You should have received an email with all your details; check your spam folder in case it was sent there. If you didn’t receive it at all go into Wavepanel, click on your email address in the top right, click products, and then click the letter icon next to your SHOUTcast server to send the info to your email address.

What is bandwidth and how does it affect me?

Bandwidth is the amount of data you can send. In the case of broadcasting, listeners connect and use your bandwidth, thus depleting it. The more listeners connected, the faster your bandwidth is used – especially if they’re connected for long periods of time. Bandwidth resets every month.

Are foreign characters supported?

Yes, like Scandinavian and Arabic characters, we support them all when broadcasting directly to your SHOUTcast server. Cloud DJ does not support multi-byte characters. Make sure to use FileZilla as your choice FTP client when uploading files to Cloud DJ as Wavestreaming does not encourage use of alternates also ensure the characters are encoded in UTF-8.

Where can I view the uptime for my server?

Go to your stream URL, e.g. stardust.wavestreamer.com:7654, click on “Server Login“, click “Log“, and in the top left you can see your server’s uptime along with a full log of the past 24 hours of what your server has been doing.

I am with Comcast and cannot connect to my server!

Comcast residential accounts block certain IP addresses, you must request IP unblocking using the Block Removal Request form

You can find out the IP address of your SHOUTcast or CLOUD DJ server by visiting this link and entering the server URL e.g. example.wavestreamer.com

Links in this Quick answer take you to external sites. We do not moderate the content on these sites.

My server is private

You may not have set up your directory listing in your control panel. Click here to learn how.

Web Hosting (2)

How do I login to my website?

  1. Go to your client area
  2. Hover over “services
  3. Select “my services
  4. Click “view details” on your hosting package
  5. Click “login to cPanel

Still having issues? Change your password within this area and try to login again.

How do I change my website’s name servers?

  1. Visit your Client Area
  2. Click “Domains”, the select “My Domains”
  3. Find your domain and click the “Manage Domain” button
  4. Click the “Name-servers” tab and click the “Use Custom Nameservers” option
  5. You can check out the full tutorial in our support articles