If you wish to connect your player for the first time, please check out this page.

If your device has become disconnected and goes offline, you will receive the error message 'Can't connect to player'. There can be several reasons why you see this message, for example:

• The player lost its 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 playing music, it means it's playing downloaded/cached songs in the offline mode. You can learn more about our offline mode here. You will see the message every time the device loses internet connection, so there is usually no reason to worry – especially if you're using a WiFi connection. The message will go away when the player is online again. 

The time stamp 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

1. 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.
2. Reinstall the app
   Remove the application from your device and install it again.
3. Enter a new pairing code
   If you're still unable to pair your device, try generating a new pairing code. Find instructions here.

iOS

1. 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.
2. Reinstall the app
   Remove the application from your device and install it again.
3. Enter a new pairing code
   If you're still unable to pair your device, try generating a new pairing code. Find instructions here.

Windows

1. 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.
2. Reinstall the app
   Remove the application from your computer, download it from this page and install it again.
3. 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 with troubleshooting.