Player is offline

Restart the app
Close the Soundtrack app and re-open it.

Reinstall the app

1. Go to 'Settings' and click 'Applications'. 
2. Go to the Soundtrack Player and click 'Uninstall'. 
3. Open Google Play and search for 'Soundtrack: Music for Business'. 
4. Download the app.
5. Open it and click 'log in'. 
6. Once you've logged in, click the zone you'd like to connect.
7. You'll see a message 'This zone’s in use'. 
8. Click 'Take over zone' to connect the player again. 
   
   If you don't have access, contact an account admin to connect the player.

Restart the Android device
Turn off the device and restart it.

Check your internet connection
Check your internet connection by visiting another website. If needed, troubleshoot your connection.

Restart the app
Close the app and re-open it.

Connect the device to a different network
Wi-Fi connection: Try to connect to another network. 
Cable connection: Switch to a new Ethernet cable.

Check firewall settings
The following ports need to be opened for outbound traffic for our service to work:

443 (TCP) - HTTPS
53 (UDP/TCP) - DNS
123 (UDP) - NTP

Restart the app
Close the app and re-open it.

Reinstall the app

1. Remove the app.
2. Download the Soundtrack app from the App Store and install it again. 
3. Open and click 'log in'. 
4. You'll see a message 'This zone’s in use'. 
5. Click 'Take over zone' to connect the player again. 
   
   If you don't have access, contact an account admin to connect the player.

Restart the iOS device
Turn off the device and restart it.

Restart the Sonos app
Close the app and re-open it.

Reboot your Sonos players
Unplug the power cable and plug it back in.

Reconnect the Soundtrack player service to your Sonos system
 

1. Click 'Settings'.
2. Click 'Services'.
3. Remove 'Soundtrack Player'. 
4. Add it again. 

Check the Soundtrack Player is on
Double-click the Soundtrack Player icon on the desktop. 

Check your internet connection
Check your internet connection by visiting another website. If needed, troubleshoot your connection.

Run diagnostics
Right-click the Soundtrack Player icon in your taskbar (lower-right corner) and click 'Run diagnostics'. Check that all values say 'Yes', 'OK'. If you're unsure, contact support@soundtrack.io and attach the diagnostic to your email.

Restart the Soundtrack Player
Right-click the tray icon and click 'Quit'. Double-click the Soundtrack Player icon on your desktop to restart the player.

Restart your computer
Soundtrack Player should start once Windows has restarted. If needed, double-click the Soundtrack Player icon.

Restart the player
Unplug the power cable and plug it back in.

Connect another network cable
Replace the network cable with another one. If needed, connect the network cable to a computer to check it's working.

Check firewall settings
The following ports need to be opened for outbound traffic for our service to work:

443 (TCP) - HTTPS
53 (UDP/TCP) - DNS
123 (UDP) - NTP

Factory reset

1. Unplug the power cable.
2. Use a small pin and push the little button to the left of the USB on the front panel.
3. Keep the pin pressed in for 30 seconds or until you can see that both lights are blinking green. At the same time, plug the power cable back in.
5. Leave the player paired and connected to the internet for 15 minutes.