How do I troubleshoot technical issues on Soundstripe?

What you'll learn here

• How to fix common loading and playback issues
• Steps to clear your browser cache
• When to reach out to support

Quick fixes to try first

Most technical issues on Soundstripe are browser-related and can be resolved in a few steps:

• Try a private/incognito window: Open Soundstripe in a Private Browsing (Safari) or Incognito (Chrome) window. If it works there, the issue is likely caused by cached data or a browser extension.
• Hard refresh the page: Press Command + Shift + R (Mac) or Control + Shift + R (Windows) to force a fresh page load.
• Clear your cache and cookies for Soundstripe: You can clear cookies for just Soundstripe without affecting your saved passwords on other sites.
• Try a different browser: If you're using Chrome, try Firefox or Safari (or vice versa) to see if the issue is browser-specific.

If the issue persists

• If you're on a work or school network, firewalls may block streaming services. Try switching to a personal network or mobile hotspot.
• Disable browser extensions temporarily, especially ad blockers, which can interfere with playback.
• Make sure your browser is up to date. Older browser versions can cause compatibility issues.

Tips and tricks

• Clearing cookies for Soundstripe only won't log you out of other websites
• If audio plays but sounds choppy, it's usually a bandwidth issue rather than a technical problem
• Taking a screenshot of any error messages you see will help our support team troubleshoot faster

Still running into trouble? Reach out to our support team with a description of what you're seeing and which browser you're using, and we'll get it sorted.