Can not open audio files, only video files

[#1]

Sound with video is ok. When I change to audio the sound stops. I have tried everything, including new download. Other music from my Windows computer works fine.

[Vasil]

Hey there,

Thanks for reaching out & sorry to see you've been having issues with your sound playback!
Just to make sure we're on the same page, are you referring to the "Switch to video/ audio" function?

If so, does the audio cause the volume to dip or does it fully stop? Does the issue persist when you leave the audio setting on and restart the app?

And as for some troubleshooting here, try removing your app's cached data to see if that would make a difference. If this doesn't help out, try performing a complete clean reinstall of the app and check again. Note that this differs from the regular reinstall which I'm assuming is what you've tried 🙂

In case the issue remains, try logging in on your device with someone else's Premium account and see if the same behaviour would be observed. You can also do the same with your account on a different PC. This way we'll know if the issue is account- or device-related.

Many thanks! We'll be on the lookout for your reply 🙌🏼