Technical Issues and AccuRadio

If the website or any of our mobile apps are experiencing technical difficulties the first thing to do is to make sure your computer, browser, etc. meet our technical requirements. Information regarding that can be found here. Meet our requirements but still encountering issues? Here is a list of basic steps you should perform before reaching out to us for further troubleshooting. Perform each step one at a time checking, to see if your problem has been solved before moving on to the next one.

Website

Channel Stuck Loading

  • Try doing a Shift+Refresh (or press Ctrl+Shift+R [Win]/Ctrl+F5 [Win]/Cmd+Shift+R [Mac]; the keyboard shortcut doesn't work on Safari) in your browser while on the AccuRadio website. This will clear the cached information for the site, effectively restarting it as you would your computer and ensuring that you get the most up to date version of the website.

  • Clear your web browser's cache and cookies. This will clear your entire cache, not just the one for our website, as well as any cookies, or saved preferences. Depending on the browser you're using there are different ways of doing this. This is a fantastic resource for learning how to do it.

Song Skipping

  • Disable your ad-blocker. You can configure it to only be disabled for AccuRadio. For instructions on how to do so click here.

General

  • Please ensure that you have the latest version of Flash.
  • Please ensure that JavaScript is enabled.
  • Try the steps listed under Channel Stuck Loading.
  • Check which plugins you have enabled. Some may be incompatible with our website. Disable one at a time until your problem is resolved.

Mobile

  • Once again, clearing cache and app data is usually your best bet for fixing the majority of issues. Instructions as to how to do that are device dependent. Take a look at this for possible step by step instructions.
  • Stop the app and start it up again. The best way to be sure that the app is stopped is to look at the list of your device's running processes/applications and to force stop it. Once the app is stopped select it to boot it up again.
  • Uninstall and reinstall the app. After uninstalling be sure to restart your device before reinstalling to ensure that a clean install is performed.

If you're still experiencing issues try restarting your device and try again. If that doesn't work feel free to contact us. Be sure to include as much information as possible. A format we really appreciate is:

1) At least one sentence describing the issue.
2) Date it first occurred.
3) Which devices you've experienced the problem on: desktop, mobile, etc.
4) What troubleshooting you've already done.
5) Do you have any plugins enabled. If so what and have you tried disabling them?
6) Do you have the latest version of Flash installed? If so, which version?
7) Operating system or browser version of device you're experiencing the problem on.

BONUS: If you can get any debug information that has been logged by the browser for our website that will also be a big help. Here are instructions for how to do that for some of the most commonly used browsers. Note that this is not applicable to our mobile apps.

Chrome

Opening the “Console” panel of Chrome’s DevTools:

  • Windows: Ctrl + Shift + J

  • Mac OS: Cmd + Opt + J

Note: In addition to the “Console” panel, there also exists a smaller slide-up console which can be toggled via Esc while any of the other panels is active.

Firefox

Opening the “Console” panel in Firefox’s Developer Tools:

  • Windows: Ctrl + Shift + K

  • Mac OS: Cmd + Opt + K

Note: In addition to the “Console” panel, there also exists a smaller slide-up console which can be toggled via Esc while any of the other panels is active.

Internet Explorer

Opening the “Console” panel in Internet Explorer’s F12 Developer Tools:

  • F12, then click on the “Console” tab

Note: In addition to the “Console” panel, there also exists a smaller slide-up console which can be toggled via Ctrl + Backquote/Backtick while any of the other panels is active.

Safari

Note: In order to view the console in Safari, you have to enable the “Show Develop menu in menu bar” setting in the “Advanced” pane of Safari’s preferences (screenshot).

Opening the “Console” panel in Safari’s Web Inspector:

  • Cmd + Opt + C

Note: In addition to the “Console” panel, there also exists a smaller slide-up console which can be toggled via Esc while any of the other panels is active.

Once inside the developer console try to replicate the issue you just experienced. After you're done, copy the content inside of the console window, paste it in a text editor of some kind (Microsoft Word, Notepad, Text Edit, etc.), save it and then upload that file alongside your description of the issue when you contact us.

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