Troubleshooting Audio Playback

Quick solutions for common audio issues on Luminal Audio

Experiencing audio problems during your wellness sessions? This guide covers the most common playback issues and their solutions, helping you get back to your transformative audio experience quickly.

Quick Fixes (Try These First)

Audio Not Playing At All

** Check Volume Settings**

1. Device volume – Ensure your phone/computer volume is turned up
2. Browser tab – Right-click the browser tab and check if it's muted
3. App volume – Look for volume controls within the Luminal Audio player
4. Headphone/speaker connection – Ensure your audio device is properly connected

** Browser Permissions**

1. Click the lock icon next to the website address
2. Allow audio playback – Ensure "Sound" is set to "Allow"
3. Refresh the page after changing permissions
4. Try clicking the play button again

** Basic Restart Steps**

1. Refresh your browser tab (Ctrl+R or Cmd+R)
2. Close and reopen your browser
3. Restart your device if issues persist

Browser-Specific Solutions

Chrome Issues

Autoplay Policy Problems:

• Chrome may block audio that starts automatically
• Solution: Click anywhere on the page, then try playing audio
• Permanent fix: Go to Settings > Privacy and Security > Site Settings > Sound > Allow sites to play sound

Site Permissions:

1. Click the three dots menu > Settings
2. Go to Privacy and Security > Site Settings
3. Find Luminal Audio in your sites list
4. Ensure Sound is set to "Allow"

Safari Issues

Auto-Play Restrictions:

• Safari is strict about auto-playing audio
• Solution: Always click play manually to start sessions
• Settings: Safari > Preferences > Websites > Auto-Play > Allow All Auto-Play

Cross-Site Tracking:

1. Safari > Preferences > Privacy
2. Uncheck "Prevent cross-site tracking" temporarily
3. Test audio playback

Firefox Issues

Autoplay Settings:

1. Type about:preferences in the address bar
2. Go to Privacy & Security
3. Find Autoplay section
4. Set to "Allow Audio and Video" for Luminal Audio

Enhanced Tracking Protection:

• Click the shield icon in the address bar
• Turn off Enhanced Tracking Protection for this site

Edge Issues

Site Permissions:

1. Click the three dots menu > Settings
2. Go to Cookies and site permissions
3. Find Media autoplay
4. Add Luminal Audio to the "Allow" list

Mobile Device Solutions

iPhone/iPad (Safari)

Silent Mode:

• Check that your device isn't in silent mode (switch on side of phone)
• Try using the volume up button during playback

Low Power Mode:

• Low Power Mode can affect audio performance
• Settings > Battery > Turn off Low Power Mode temporarily

Background App Refresh:

• Settings > General > Background App Refresh
• Ensure Safari has permission for background activity

Android Devices

Do Not Disturb:

• Check that Do Not Disturb isn't blocking audio
• Settings > Sound > Do Not Disturb

Battery Optimization:

• Settings > Apps > Browser > Battery
• Turn off battery optimization for your browser

Chrome Mobile:

• Chrome Menu > Settings > Site Settings > Sound
• Ensure sound is allowed

Audio Quality Issues

Choppy or Interrupted Audio

Internet Connection:

• Test your connection speed – You need at least 1 Mbps for smooth streaming
• Close other streaming apps (Netflix, Spotify, YouTube)
• Switch to a wired connection if using Wi-Fi
• Move closer to your router or restart your modem

Device Performance:

• Close unnecessary browser tabs and applications
• Restart your browser to clear memory
• Free up device storage if running low on space

Poor Sound Quality

Audio Settings:

• Check your device's audio enhancement settings – Turn off any EQ or sound effects
• Use wired headphones instead of Bluetooth when possible
• Ensure headphones/speakers are working properly – Test with other audio

Browser Settings:

• Clear your browser cache – This can resolve audio quality issues
• Update your browser to the latest version
• Try a different browser to isolate the issue

Device Compatibility

Bluetooth Issues

Connection Problems:

• Disconnect and reconnect your Bluetooth device
• Clear Bluetooth cache (Android: Settings > Apps > Bluetooth > Storage > Clear Cache)
• Try wired headphones to test if the issue is Bluetooth-specific

Audio Delay:

• Bluetooth can introduce slight delays in audio
• Use wired connections for the most precise audio timing
• Restart both devices if delay is excessive

Smart TV or Casting Issues

Casting Audio:

• Use headphones on your phone/tablet instead of casting for best experience
• Ensure strong Wi-Fi signal for both devices when casting
• Try casting from a different device if issues persist

Advanced Troubleshooting

Browser Cache and Data

Clear Browser Data:

1. Chrome: Settings > Privacy and Security > Clear browsing data
2. Safari: Develop > Empty Caches (or Settings > Privacy > Manage Website Data)
3. Firefox: Settings > Privacy & Security > Clear Data
4. Edge: Settings > Privacy, search, and services > Clear browsing data

What to Clear:

• Cached images and files
• Cookies and site data
• Don't clear passwords unless necessary

Network and Firewall Issues

Corporate Networks:

• Company firewalls may block audio streaming
• Contact your IT department if using Luminal Audio at work
• Try using mobile data as a test

VPN Issues:

• Disconnect VPN temporarily to test
• Try different VPN server locations if VPN is required
• Use servers closer to your physical location

Browser Extensions

Ad Blockers:

• Disable ad blockers temporarily for Luminal Audio
• Add Luminal Audio to your whitelist
• Try private/incognito browsing to disable all extensions

Privacy Extensions:

• Extensions that block trackers may interfere with audio
• Disable privacy extensions one by one to identify conflicts

When to Contact Support

Contact our support team if:

• You've tried all troubleshooting steps above
• Audio works on other websites but not Luminal Audio
• You're experiencing consistent issues across multiple devices
• Error messages appear that aren't covered in this guide

How to Contact Support:

1. Visit our Customer Portal from your account dashboard
2. Use the Contact Page on our website
3. Include in your message:
   • Device type and operating system
   • Browser name and version
   • Specific error messages
   • Steps you've already tried

Response Times:

• General inquiries: Within 24 hours
• Technical issues: Priority support for subscribers

Prevention Tips

Maintain Smooth Playback:

• Keep your browser updated to the latest version
• Restart your browser daily if you're a frequent user
• Close unnecessary tabs before starting sessions
• Use wired headphones for the most reliable experience
• Test your setup before important sessions

Remember: Most audio issues are browser or device-related, not problems with Luminal Audio itself. These troubleshooting steps resolve 95% of common playback issues.