Troubleshooting Common Issues and Backup & Restore Print

Fixes for the most common problems, plus how to back up and restore your account.

Stream shows "Offline" or "Loading..."

1. Make sure the stream is actually live: open your Direct Stream URL (in Quick Links) in a browser tab.
2. Edit the stream and check the Server Type, Server URL, Port and, for Icecast, the Mount Point. See Server Settings for SHOUTcast, Icecast, AzuraCast and CentovaCast.
3. Make sure Active is ticked under Visibility.
4. If your server has a firewall or IP allow-list, it must allow public access to the stats page.

The song title doesn't change, or shows the wrong artist

• Song information refreshes about every 15 seconds, so give it a moment.
• Your encoder or automation software must send metadata as Artist - Title. If it sends only the title, the artist will be blank.
• If the song shows correctly on your server's own status page but not in the widget, open a ticket and tell us your stream name.

No song time / progress bar

A full progress bar (elapsed / total) needs the server to report song length. AzuraCast does this; SHOUTcast and Icecast don't. On those servers, players show "Playing for 1:42" instead, counting from when the song started.

The player won't play on my website

See Playing HTTP Streams on HTTPS Websites. Also remember that browsers require visitors to click Play once; audio can't start by itself.

"On Air Now" shows the wrong show

• Check the timezone in Settings ? Profile.
• Check the timeslot's start/end times and repeat days in Timeslots.
• Fill gaps in your schedule with an "Auto DJ" timeslot. When nothing is scheduled, the next upcoming show is displayed.

A website section isn't showing

• Make sure it's switched on in Website Builder ? Page Sections and that you clicked Save.
• Some themes don't include every section.
• Weather needs an API key. Video sections need a video integration.

Back up your account

1. Open Backup & Restore at the bottom of the menu.
2. Click Download Backup Package. A .zip file is saved to your computer.

The backup includes your station settings and theme, stream configurations, DJs, timeslots and events, API integrations, artist overrides, news and RSS feeds, and all uploaded images.

Restore a backup

1. In Backup & Restore, drag your .zip onto the upload box, or click it to choose the file.
2. Choose your restore options, e.g. whether to restore uploaded images too.
3. Start the restore and wait for the confirmation.

Only backups created by this tool are accepted.

Still stuck?

Open a support ticket from your client area with your station name, the page or widget affected, and a screenshot if possible.