Overview

This is the most common network-related support issue for Mu-so Gen 2 and Mu-so QB 2. The symptoms — device not found in the Naim App, Spotify Connect dropping, or intermittent audio — are almost always caused by router or network configuration, not a hardware fault in the unit.

Common symptoms

• Mu-so not appearing in the Naim App
• Spotify Connect cannot find or connect to the Mu-so
• Audio drops out after a few minutes of playback
• Unit shows as online but won't play
• Unit disappears from the network intermittently

Step 1 — confirm the basics

• Ensure the Mu-so and the control phone/tablet are on the same Wi-Fi network (not one on 2.4 GHz and the other on 5 GHz)
• Ensure neither device is on a guest network — guest networks block device-to-device communication
• Reboot the Mu-so: hold the standby button for 5 seconds, wait 30 seconds, power back on
• Reboot the router: unplug for 30 seconds, power back on

Step 2 — router settings to check

These settings are the most common causes. Access your router admin panel (typically 192.168.0.1 or 192.168.1.1) and check/apply the following:

• AP Isolation / Client Isolation: Must be disabled. This setting prevents devices on the same network from communicating with each other.
• IGMP Snooping / Multicast: Must be enabled. Naim uses multicast for device discovery (mDNS/UPnP).
• UDP ports: Ensure ports including 1900 (UPnP/SSDP) are not blocked by router firewall rules.
• DHCP: Assign a static (reserved) IP to the Mu-so using its MAC address. This prevents the device getting a new IP on each reboot.
• ASUS router specific: Disable AI Protection temporarily for testing, as it can block multicast traffic.

Step 3 — factory reset the Mu-so

If the above steps do not resolve the issue, perform a factory reset:

1. Press and hold the standby button on the back of the unit for approximately 10 seconds until the unit emits a tone
2. Release and allow the unit to restart
3. Re-add the unit in the Naim App using the setup wizard
4. Ensure you connect to the correct Wi-Fi network (2.4 GHz recommended for best compatibility)

Step 4 — if the issue continues

If the problem persists on a known-good network after factory reset, the unit may have a hardware Wi-Fi fault. At this point:

• Ask the dealer to test the unit on a different router or mobile hotspot to isolate
• If fault reproduces on a different network: log a hardware fault ticket with Westan Naim support
• Westan will initiate a swap-out if the hardware Wi-Fi module is confirmed faulty

Note: grille removal before shipping

If the unit is to be returned to Westan for swap-out, the fabric grille must be removed before packing. The grille is not included in the swap and is returned to the customer.

Contact

Naim AU/NZ support: naim.support@westan.com.au