Troubleshooting AirSync Connection/Pairing Issues for doubleTwist Pro v3 [Win 7/8/10]

AirSync creates a server on your Android device that uses port 9968. You then "pair" your Android device to your computer using the AirSync passcode. For AirSync to work properly, the Android device and the computer need to be on the same subnet and be able to communicate on port 9968. You can check if the Android device and computer are on the same subnet by looking at the IP address of the device and the computer. In the vast majority of cases, the first three octets (set of numbers) should match (e.g. 192.168.255.100 & 192.168.255.124).

You also will want to ensure that your Android device has a strong and stable connection to your wireless router. The best results will be obtained if your Android device is connected to your wireless router with a "Signal strength" of "Excellent" or "Very Good" and a "Link speed" of at least 30Mbps. If possible, use a tool like WiFi Analyzer to view the local wireless network visually. This will allow you to see sources of interference so you can set your wireless network to utilize the least used bands and channels (e.g. 5Ghz band and channels 136+140 when 2.4Ghz is crowded and channels below 100 are used by other 5Ghz devices).

Below is a list of steps to try if your computer isn't seeing your Android device.

1. Reboot all devices
2. Check wireless router & firewall settings
3. Disable & Re-Enable AirSync
4. Reset passcode
5. Full Reset
6. Ping test
7. Manually pair

1. Reboot all devices
   
   
1. Try rebooting all devices including the computer, Android device, and wireless router.
2. Check wireless router & firewall settings
   
   
   1. Make sure that you are running the latest versions of the computer and Android application.
   2. Make sure that your computer and your Android device are connected to the same network as some Cisco/Linksys routers have "guest" and "home" networks, which can not communicate with each other. Some users have reported that they didn't realize their Android device was connected to the "guest" network instead of the "home" network so their computer could not see their Android device.
   3. Make sure that any network security settings such as "AP Isolation" is disabled on your router. Some users have reported that they needed to toggle this setting in order to ensure that it was really disabled.
   4. Please check that your network doesn't block communication between devices. This is a very common security restriction for university, hotel, and corporate networks.
   5. Please check that any firewall or internet security applications on your computer or Android device such as Avast or Comodo or Windows Firewall are set to allow communication between your Android device and your computer.
   6. Some users have reported that their ISP's transparent proxies interfered with pairing process and they needed to disable the proxy in order for AirSync to function correctly.
3. Disable & Re-Enable AirSync
   
   
   1. Go into doubleTwist Pro and bring out the Nav Drawer by tapping on the 3-horizontal line "hamburger" icon in the upper left. Then scroll down to find "Settings".
      
   2. Tap on the switch next to "Enable AirSync" to disable AirSync. After a few seconds, AirSync will be disabled.
      
   3. Tap on the switch next to "Enable AirSync" to enable AirSync. After a few seconds, AirSync will be enabled.
      
   4. On the desktop application, right click over the doubleTwist icon and select "Scan for AirSync devices" to have the application look for devices on the network again.
      
   5. The Android device should now be detected by doubleTwist Sync.
      
   6. Clicking on the pop-up notification will bring up the passcode entry screen.
      
   7. Once you enter the passcode, the Android device will be paired with your computer. The media database on the device will be read and the device window will appear, allow you to set sync selections.
      
   8. If this step did not resolve your AirSync pairing problem, please go on to the next troubleshooting step.
4. Reset the passcode.
   
   
   1. Go into doubleTwist Pro and bring out the Nav Drawer by tapping on the 3-horizontal line "hamburger" icon in the upper left. Then scroll down to find "Settings".
      
   2. Tap on "AirSync: passcode: xxxxx" to generate a new random AirSync pairing code.
      
   3. On the desktop application, right click over the doubleTwist icon and select "Scan for AirSync devices" to have the application look for devices on the network again.
      
   4. The Android device should now be detected by doubleTwist Sync.
      
   5. Clicking on the pop-up notification will bring up the passcode entry screen.
      
   6. Once you enter the passcode, the Android device will be paired with your computer. The media database on the device will be read and the device window will appear, allow you to set sync selections.
      
   7. If this step did not resolve your AirSync pairing problem, please go on to the next troubleshooting step.
5. Try a full reset of doubleTwist Pro v3 on the device.
   
   
   1. Please see this help page on how to fully reset doubleTwist Pro v3 on the Android device.
   2. If this step did not resolve your AirSync pairing problem, please go on to the next troubleshooting step.
6. Try to ping your Android device from your computer.
   
   
   1. The IP address for an Android device is typically accessible from the "About phone" section of the device's Android Settings page.
      
   2. The exact location of the information can vary from device to device but normally, it's in the "Status" section.
      
   3. On your Windows PC, launch the Command Prompt program by going to the Start menu and then Accessories.
      
   4. Type in “ping [IP_ADDRESS]” in the Command Prompt. The IP_ADDRESS is the IP address from step 5b. If your device is easily reachable, you should see low round trip times in the statistics.
      
   5. If your device isn’t reachable from your computer then it will probably say “Destination host unreachable”. If this is the case then you will need to reconfigure your network to enable your computer to communicate with your Android device.
      
   6. If your Android device is reachable from your computer then you should proceed to the next troubleshooting step.
7. Manually pair your Android device and your computer.
   
   
   1. In the Windows PC desktop application, right click over the doubleTwist icon and select "Add AirSync devices".
      
   2. The manual connect screen will appear, allowing you to enter your device IP address that you obtained earlier in step 5b.
      
   3. The passcode entry screen should appear once you've entered the IP address and doubleTwist Sync was able to connect to your device.
      
   4. Once you enter the passcode, the Android device will be paired with your computer. The media database on the device will be read and the device window will appear, allow you to set sync selections.
      
   5. If this step did not resolve your AirSync pairing problem, please contact us so we can provide additional instructions on sending error logs for further diagnostic analysis.