While download errors occur in rare scenarios, we ask that you please let us know via the website chat, if you're experiencing repetitive download errors.
There are a number of different errors that may surface for all different and unique scenarios. If you're encountering a specific error in Playback, use the table of contents or search below for the specific error, with steps to resolve.
Download Error: Error Authorizing
This is an error generated when the download fails due to a security check. Your network may be preventing Playback from validating your device is a legitimate download source. Steps to mitigate this issue can be found here:
Download Error Troubleshooting
Audio Files Missing
This is an error generated when Playback is looking for audio files locally, or from the server, and for some reason has a conflict and can't find them. While is error is rare, if you encounter this, it's mostly likely one of two things
Click to expand for more
Click to expand for more
A local issue with your Playback data
orAn issue with a particular song that MultiTracks.com needs to investigate.
To troubleshoot, first attempt to use the "Try again" option at least three times. The third time, Playback will attempt a different fix on its' own to resolve the missing file issue.
If three subsequent attempts fail for the song, and you've done this sone recently in past setlists, you can try clearing out your local past setlists from the bottom of the setlist menu. Select the "Delete All Setlists from Device" option at the bottom of the setlist menu.
Note: It's only recommend to use this "Delete All Setlists" option as a last troubleshooting step, as it will remove all local downloads and require redownloading current setlists again.
General Downloaded Error
If getting a general "Download Error," the best course of action is using the "Try again" option at least two times. If the issue persists after this, and you're in a pinch, use the "Contact Support" option to send a message to the MultiTracks.com Support Team, and then you can try these troubleshooting steps for additional quick resolutions:
Click to expand for more
Click to expand for more
A few quick things to try when in a pinch with a download issue:
Try deleting the single song from the setlist and re-adding the song.
(Click Edit, then the red minus icon on the song, then click the plus or "Add song" option and find the song again and load it in)Try downloading the song in another key, and then transposing the song locally.
(Before loading the song, change the key in the song settings to a key closest to the key you need, and then after it's downloaded, open the song settings while in edit mode, and change the key back to the desired key.Removing local Playback data as a last resort
(If no other options work and you're in a pinch, make sure you've sent the MultiTracks.com a message using the contact support option in the "About" tab of the Playback app settings. Then use the "Delete all setlists from device" option in the bottom of the setlist menu in the top-right.
Note: It's only recommend to use this "Delete All Setlists" option as a last troubleshooting step, as it will remove all local downloads and require redownloading current setlists again.
For other download issues or errors you encounter, please reach out to us using the website messenger, or the "Contact Support" option in the "About" tab of the Playback app.