Playback and TV
Fix a song that won’t play
Find out why a song won’t play: it’s still being created, the connection dropped, or the song is no longer available.
What you will achieve
You get the song playing again, or you know what to do instead.
Before you start
- Note the message shown on the song or in the player, and check whether other songs play on the same device.
On the web
- 1
Check that your device is connected to the internet and that the sound is turned up.
- 2
Choose Retry in the message that appears when a song can’t play.
- 3
If nothing plays at all, check that the browser tab isn’t muted, then reload the page once.
Expected result
The song plays normally from start to finish.
Important
Retrying playback never uses credits. Try again on the song creates it again: check the price shown on the button before you press it.
Fix a problem
Problem: The message says the song is still being created.
What to doWait a few minutes. The song will play as soon as it’s ready, so there’s nothing to retry.
Problem: The message says the song did not finish.
What to doOpen the song and use the Try again button shown for it. Retrying playback can’t create the missing audio.
Problem: The song is no longer available.
What to doIt may have been deleted or is no longer shared with you. Pick a different playable song. If you think you should still have access, contact support with the song title.
Problem: The song keeps loading.
What to doWait for the error message, then use Retry once your connection is stable. Pressing play again and again doesn’t help.
Problem: No song plays on one device.
What to doCheck the internet connection, the volume and where the sound goes (speaker, headphones or Bluetooth), then close and reopen Sonize.
Problem: A downloaded song won’t play in the mobile app.
What to doSonize plays the downloaded copy first, even without internet. If it fails, open the player, tap More options, then Remove download, and download the song again while you’re online.