If you are connecting your player for the first time, please check this article.
When your device goes offline you will see the error message Can't connect to player. There can be several reasons, for example:
- The player has lost internet connection
- The player isn't powered on
- The application isn't running on your Android, iOS, or Windows device
If music is playing
If your device is still playing, it's doing so offline. You can learn more about playing downloaded music offline here. You will see the message Can't connect to player every time the device loses internet connection, so there is usually no reason to worry – especially if you're using a Wi-fi connection. The message will disappear when the player comes back online.
The timestamp above the message will tell you when we lost the connection to the player. If you see this message for a few days, and the device should have been able to reconnect to the internet by then, we advise you to troubleshoot your device and network to avoid any future issues. Follow these instructions.
If music is not playing
If music is not playing, you need to troubleshoot your device. Follow the steps in this article. Below are some useful steps to check depending on your device:
Android
- Make sure you're using the correct app
Make sure the name of the application that you've downloaded is "Soundtrack Player" If it's not, download the correct app from Google Play. - Reinstall the app
Remove the application from your device and install it again. - Unpair and log in to the app again
If you're still unable to connect your device, unpair and log in again. Find instructions here.
iOS
- Make sure you're using the correct app
Make sure the name of the application that you've downloaded is "Soundtrack Player" If it's not, download the correct app from the App Store. - Reinstall the app
Remove the application from your device and install it again. - Unpair and log in to the app again
If you're still unable to connect your device, unpair and log in again. Find instructions here.
Windows
- Make sure you're using the correct app
Make sure the name of the application is "Soundtrack Player" If it's not, download the correct app here and enter the pairing code. - Reinstall the app
Remove the application from your computer, download it from this page and install it again. - Enter a new pairing code
If you're still unable to pair your device, try generating a new pairing code. Find instructions here.
Soundtrack Player
For a step-by-step guide on troubleshooting your Soundtrack Player 3, please redirect to this page. If you have a Soundtrack Player 2, please reach out to us directly at support@soundtrackyourbrand.com and we will be happy to help you troubleshoot.