Support &
Help Centre
Most issues can be resolved quickly. Work through the steps below before contacting us — it saves time for everyone.
Common Issues & Quick Fixes
Radio not connecting
- Check the USB/serial cable is plugged in and the radio is powered on.
- Open Device Manager — confirm the COM port appears (no yellow warning triangle).
- In HamStream Settings → Radio, confirm the correct COM port and baud rate are selected. Yaesu defaults to 38400; Icom CI-V is usually 9600.
- Click Test Connection. If it fails, try a different baud rate.
- Make sure no other software (e.g. WSJT-X, FLDigi, HRD) has the COM port open at the same time.
DX cluster not connecting
- Check your internet connection is working.
- In Settings → Cluster, confirm the server hostname and port are correct (default port is 7300).
- Try a different cluster server —
gb7mbc.spoo.org:7300is a reliable UK node. - Some firewalls block outbound telnet on port 7300 — try from a different network to confirm.
No QRZ data showing
- In Settings → QRZ, confirm your QRZ username and password are correct.
- A free QRZ account only gives basic data. A QRZ XML subscription is required for photos and full lookup.
- Check your QRZ subscription hasn't expired at qrz.com.
Licence key not activating
- Copy the key exactly from your email — don't retype it.
- The key is tied to your callsign and Machine ID. Open Settings → About to confirm your Machine ID matches what was used when purchasing.
- If you've reinstalled Windows or changed hardware, your Machine ID will have changed. Contact us to reissue.
Serial Diagnostic Tool
Only download this if asked by support
This tool is for diagnosing serial connection problems. If you contacted support and we asked you to run it, follow the steps below.
The diagnostic tool tests every COM port on your PC at multiple baud rates, checking for responses from both Yaesu CAT and Icom CI-V radios. It produces a log file that our support team can read to identify the problem.
1
Download and run HamStream-Diag.exe below. No install needed — double-click to open.
2
Click Run Diagnostic in the tool. It will test all COM ports automatically — takes about 30 seconds.
3
Click Save Log & Email to Support. Choose where to save the file, then email it to support@hamstream.co.uk.
Windows 10 / 11 · No installation required · 11 MB
Contact Support
If you've worked through the steps above and still have a problem, email us. Please include your callsign, the HamStream version (Settings → About), and a description of what you're seeing.
Email support@hamstream.co.uk →We aim to respond within 24 hours.