Troubleshooting playback issues on the AYEYE site

Symptoms this article coversUse this guide if:

• A track won’t start when you press play.
• Playback starts but cuts out or stalls.
• The wrong song or no audio plays when you click a link.

If you’re having problems with a specific streaming platform (Spotify, Apple Music, etc.), check that platform’s help center as well.
Step 1 – Check your connection

1. Make sure you’re connected to the internet (Wi‑Fi or mobile data).
2. If possible, load a different website or video to confirm your connection is stable.
3. If your internet is slow or shared, try pausing other heavy downloads or streams.

If your connection is unstable, most streaming players will stutter, stall, or skip.
Step 2 – Refresh the page and try a different track

1. Refresh the page where the player is embedded.
2. Try playing a different song or playlist.
3. If other tracks play but one specific song does not, the issue may be with that track’s file or link.

If a specific track consistently fails:

• Use the chat widget to report the exact track code and page URL.
• See “How do I get support or report a problem?” for what to include.

Step 3 – Try another browser or deviceSometimes browser settings or plugins interfere with playback.

• Test the same page in another browser (e.g., Chrome, Edge, Firefox, Safari).
• Try on another device (phone vs laptop).
• If it works elsewhere, your original browser may be blocking media.

Common causes:

• Strict privacy/ad‑blocker extensions.
• Disabled media autoplay.
• Out‑of‑date browser versions.

Step 4 – Check for muted tabs or output issues

• Ensure the browser tab isn’t muted.
• Check your system volume and any connected headphones/speakers.
• If you use an external audio device or DAC, confirm it’s selected as the output and not locked exclusively by another app.​

Step 5 – If the embedded streaming service failsIf the embedded player from a platform (Suno, SoundCloud, YouTube, etc.) fails:

• Click the “Open in [platform]” link if available to open it directly in that app.
• Check that you’re signed in and that the track is available in your region.​

Step 6 – When to contact supportContact AYEYE support via the chat widget if:

• Multiple tracks on the site won’t play, even on other browsers/devices.
• The wrong track plays when you click a specific link.
• A playlist stops after one song and won’t continue.

Include:

• Page URL
• Track code(s) and titles
• Description of what happened
• Browser/device you’re using