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.
Download errors in Playback are rare, but when they happen, the exact error message tells you what's wrong and which fix to try. Find your error message below for the recommended steps. If you're seeing the same download error repeatedly, please let us know via the website chat so we can investigate.
"Error Authorizing"
This error appears when the download fails a security check. Your network may be preventing Playback from validating your device as a legitimate download source.
See the dedicated troubleshooting article.
"Audio Files Missing"
This error appears when Playback is looking for audio files (locally or from the server) and can't find them. It's rare, and usually one of two things:
A local issue with your Playback data on the device.
An issue with a specific song that MultiTracks.com needs to investigate.
Steps to try:
Tap Try Again at least three times. On the third attempt, Playback runs a different recovery routine to resolve the missing-file issue automatically.
If three retries fail and you've recently downloaded this song in past setlists, try clearing your local past setlists: open the setlist menu, scroll to the bottom, and select Delete All Setlists from Device.
Only use Delete All Setlists from Device as a last resort. It removes all of your local downloads, so any setlist you need will have to be redownloaded after.
"Insufficient Storage" Error
This error occurs when your Playback device does not have sufficient storage available to download the song(s). It's typically recommended to remove past setlists from the device using the "Delete all setlists from device" option in the bottom of the setlist menu.
If you still encounter the error after that, please check your device's storage, as it may be too full. Typical songs can range from 40mb upwards to 1GB. So a full setlist with multiple songs can easily be over multiple GBs of space. For this reason, we recommend having sufficient storage available on your device.
"Download Error" (generic)
For a generic "Download Error" message, start with these steps:
Tap Try Again at least two times.
If the error continues and you're in a time crunch, send a message via Contact Support (in the About tab of Playback Settings) so we can investigate while you work through the quick fixes below.
Quick fixes to try in a pinch:
Remove and re-add the song. Tap Edit, tap the red minus icon on the song to remove it, then tap + Add Song and load the song back into the setlist.
Download in a different key and transpose locally. Before loading the song, change the key in song settings to a key close to the one you need. Once downloaded, open song settings in edit mode and change the key back to the original.
Clear local Playback data (last resort). If nothing else works, first contact support via the About tab in Playback Settings. Then open the setlist menu (top-right) and select Delete All Setlists from Device at the bottom.
The Delete All Setlists from Device option removes all of your local downloads. Only use it as a final troubleshooting step. Every setlist will need to be redownloaded afterward.
For any other download errors not covered above, reach out via the website messenger or the Contact Support option in the About tab of Playback Settings.