Overview
Find the cause from the message
| Message | What it means and what to do |
|---|---|
| Cannot connect to source, Can’t reach “…” on this network | The current network can't reach this music source. Check that you're on the same network, your VPN, and whether the server is online; see A music source won't connect, sign-in fails, or the scan finds no songs. Other songs from the same source are skipped so you don't wait repeatedly |
| This music source is disabled | Turn this music source back on in Manage Sources |
| Unsupported audio format | This codec isn't supported. Transcode on the server or convert to a common format |
| Cannot play this track | This audio file could not be decoded. It may be damaged or use an unsupported encoding. First check whether the original file plays in another player |
| Downloading from iCloud… | This song is still in iCloud and can’t be downloaded without a network connection. Connect and wait for the download to finish, or download it to the device in the Files app first |
| Apple Music songs | Apple Music couldn't start playback right now. Try again shortly. If the problem persists, check that the song plays in the Music app. |
The same song keeps failing or being skipped
- Check that the original file plays normally in the music source or another player.
- Stop playback, then go to Settings › Storage and clear Audio Cache; you can also clear Incomplete partials.
- If the song was downloaded for offline use, remove it in Storage › Offline Downloads and download it again.
- Try again while connected.
It plays, but the quality label or features aren't what you expect
- The format and bit rate shown in the player are lower than the original file: the server may be transcoding. Go to Playback Settings › Streaming Quality and choose Original. On servers that support transcoding (Subsonic / Navidrome, Emby, Jellyfin and compatible), stream at a lower bitrate to save mobile data. Original sends the source file untouched. A transcoded track is downloaded in full before playback starts, so the first track and any track you skip to begins after a short wait; the next track in the queue is prepared ahead of time. A transcoded track cannot be scrubbed until its download finishes, skips gapless and crossfade, and is never saved to the offline cache. Switching networks takes effect on the next track.
- The equalizer, speed, key change or crossfade have no effect: the current output mode is High Fidelity Direct. Shortest signal path: bypasses EQ, dynamics, reverb, spatial audio, ReplayGain, speed changes and crossfade, and matches the sample rate automatically. Volume still works, except during DSD direct output. Switch to Effects & Processing in Playback Settings › Output Mode; see Audio effects, equalizer and output settings.
- When casting to another device: While casting, the other device plays the sound, so the key can’t change.
- Apple Music songs: The key can’t be changed for Apple Music songs.
Send feedback
If the problem continues:
- Go to Settings › About › Diagnostic Reports and turn on Record Detailed Logs. Turn this on when something goes wrong. For the next 24 hours the app records extra troubleshooting details, such as why a cover can't load, then turns it off by itself. Logs stay on this device and are only included when you tick “Logs” while sending to the author; passwords, tokens and other credentials are never written.
- Reproduce the problem once and note the time and the song.
- On iPhone or iPad, tap Send to the author: Your email includes the reports or logs you select. Review it before sending. Reports stay on this device until you send them. Tap one to share it, or use Send to the author to send reports along with a message.
Related articles
Why this happens
Playback usually fails for one of these reasons: the current network can't reach the music source, the audio file was deleted or is damaged, the codec isn't supported, the music source is disabled, the file is still in iCloud and not downloaded, the cached file on the device is incomplete, or the feature in use isn't compatible with the current output mode, casting or Apple Music.