Help Wizard

Step 1


Personal files no longer available on phone

Personal files no longer available on phone






Samsung Galaxy S10

Operating System

Windows 10 desktop -

Latest Android as of August 2020,


My Question or Issue

I successfully downloaded personal songs onto my phone.

However, about a month ago they are now greyed out in the playlists I added them to and will not play. I can play them on my desktop without issue, and can switch the audio back to my phone once the song is started just fine.

1 Reply

Hey there @joshscott42,


Thanks for reaching out to us 🙂


If the songs are grayed out, they might be in an unsupported format. You can look up the types of files that are supported here. It's also a good idea to give it a go and try the troubleshooting steps mentioned in the article.


Hope this was helpful for you. If you have more questions, we are here for you.






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