Troubleshooting Common Issues
Having trouble with your Sonic Bloom site? This guide covers the most common issues and how to fix them.
Music Player Issues
Music Won't Play
Problem: Clicking the play button doesn't start the music.
Solutions:
-
Check your browser:
- Works best in Chrome, Safari, Firefox, Edge
- Update to the latest browser version
- Try a different browser
-
Check file format:
- Supported: MP3, WAV, FLAC, M4A
- If using WAV/FLAC, convert to MP3 for better compatibility
-
Clear your cache:
- Chrome: Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac)
- Choose "Cached images and files"
- Reload your site
-
Check file upload:
- Go to Dashboard → Music
- Re-upload the track if it shows an error
- Make sure file is under 50MB
Music Skips or Stutters
Problem: Audio playback is choppy or interrupted.
Solutions:
-
Check your internet connection:
- Run a speed test (fast.com)
- Need at least 1 Mbps for smooth playback
- Try connecting to WiFi if on cellular
-
Reduce file size:
- Export at 192kbps or 256kbps instead of 320kbps
- Smaller files load faster
-
Close other tabs:
- Too many open tabs can slow playback
- Close unused applications
Music Doesn't Show Up
Problem: Uploaded music doesn't appear on your site.
Solutions:
-
Check upload status:
- Go to Dashboard → Music
- Look for "Processing" status
- Wait a few minutes for processing to complete
-
Verify track is published:
- In Dashboard → Music, check if track is marked "Public"
- Toggle "Public" to ON
-
Clear your cache and reload
Custom Domain Issues
Domain Not Working (Shows Error)
Problem: Your custom domain shows a connection error or 404.
Solutions:
-
Check DNS propagation:
- DNS changes can take 5-15 minutes (up to 48 hours)
- Check status at whatsmydns.net
- Wait at least 15 minutes after updating DNS
-
Verify DNS records:
- A record should point to: 137.66.29.34
- CNAME for www should point to your main domain
- Remove any conflicting A or CNAME records
-
Check domain verification:
- Go to Dashboard → Domain
- Look for "Verified" status
- If not verified, double-check DNS settings
Domain Shows "Not Secure" Warning
Problem: Browser shows "Not Secure" or SSL warning.
Solutions:
-
Wait for SSL provisioning:
- SSL certificates take 5-15 minutes after DNS verification
- Check Dashboard → Domain for SSL status
-
Clear browser cache:
- Old cached version might not have SSL
- Hard refresh: Ctrl+F5 (Windows) or Cmd+Shift+R (Mac)
-
Try incognito/private mode:
- Tests if it's a caching issue
Domain Shows Someone Else's Site
Problem: Your domain shows another artist's content.
Solutions:
-
Clear browser cache completely
-
Check domain configuration:
- Go to Dashboard → Domain
- Verify your domain is listed correctly
- Contact support if issue persists
Image Upload Issues
Images Won't Upload
Problem: Profile photo or header image fails to upload.
Solutions:
-
Check file size:
- Maximum: 10MB per image
- Compress large images at tinypng.com
-
Check file format:
- Supported: JPG, PNG, GIF
- Convert HEIC (iPhone) to JPG first
-
Check image dimensions:
- Profile photo: Recommended 400x400px (square)
- Header image: Recommended 1920x600px (landscape)
- Maximum: 5000x5000px
-
Try a different browser
Images Look Blurry or Pixelated
Problem: Uploaded images look low quality.
Solutions:
-
Upload higher resolution images:
- Profile photo: At least 400x400px
- Header image: At least 1920x600px
-
Use PNG for graphics:
- JPG for photos
- PNG for logos or graphics with text
-
Don't resize before uploading:
- Sonic Bloom automatically optimizes images
- Upload original high-res version
Login & Account Issues
Forgot Password
Problem: Can't remember your password.
Solutions:
- Go to gosonicbloom.com/login
- Click "Forgot Password?"
- Enter your email address
- Check your email for reset link (check spam folder)
- Click the link and create a new password
Note: Reset link expires after 60 minutes.
Can't Log In (Wrong Email/Password)
Problem: Login fails with "Invalid credentials."
Solutions:
-
Check email address:
- Use the exact email you signed up with
- Check for typos
-
Reset password:
- Use "Forgot Password" to create a new one
-
Clear browser cookies:
- Old session data might be causing issues
-
Try incognito/private mode
Email Verification Issues
Problem: Didn't receive verification email.
Solutions:
-
Check spam folder:
- Look for email from jamey@gosonicbloom.com
- Mark as "Not Spam" if found
-
Resend verification email:
- Go to Dashboard
- Click "Resend Verification Email"
-
Check email address:
- Go to Dashboard → Settings
- Verify email is correct
- Update if needed
Payment & Subscription Issues
Payment Failed
Problem: Credit card declined when upgrading.
Solutions:
-
Check card details:
- Verify card number, expiration date, CVV
- Make sure billing address is correct
-
Try a different card:
- Some cards block international payments
- Use a different credit/debit card
-
Contact your bank:
- Card might be blocked for online purchases
- Ask to whitelist "Stripe" payments
-
Use promo code (beta only):
- During beta, ask support for a 100% off code
Can't Cancel Subscription
Problem: Cancellation button doesn't work.
Solutions:
- Go to Dashboard → Subscription
- Click "Cancel Plan"
- Confirm cancellation
- You'll receive a confirmation email
Note: You keep access until the end of your billing period.
Charged Twice
Problem: Saw duplicate charges.
Solutions:
-
Check if one is pending:
- Banks sometimes show pending + posted charge
- Pending charge will disappear in 1-3 days
-
Contact support immediately:
- Email support@gosonicbloom.com
- Include transaction IDs
- We'll refund duplicate charges within 24 hours
Performance Issues
Site Loads Slowly
Problem: Your website takes a long time to load.
Solutions:
-
Optimize images:
- Use tinypng.com to compress images
- Profile photo: Under 500KB
- Header image: Under 1MB
-
Reduce number of tracks:
- Consider creating an "EP" or "Singles" section
- Don't upload your entire discography at once
-
Check your internet connection:
- Run speed test at fast.com
Dashboard is Slow
Problem: Artist dashboard loads slowly or times out.
Solutions:
-
Clear browser cache:
- Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac)
-
Disable browser extensions:
- Ad blockers can sometimes interfere
- Try incognito/private mode
-
Use supported browser:
- Chrome, Safari, Firefox, Edge (latest versions)
-
Check server status:
- Visit gosonicbloom.com/health
- If you see "status": "ok", servers are running normally
Mobile Issues
Site Looks Broken on Mobile
Problem: Website doesn't display correctly on phone/tablet.
Solutions:
-
Clear mobile browser cache:
- Safari (iPhone): Settings → Safari → Clear History and Website Data
- Chrome (Android): Settings → Privacy → Clear Browsing Data
-
Update your mobile browser:
- iOS: Update iOS to latest version (updates Safari)
- Android: Update Chrome from Play Store
-
Try a different mobile browser:
- iOS: Try Chrome or Firefox
- Android: Try Samsung Internet or Firefox
-
Report the issue:
- Screenshot the problem
- Email support@gosonicbloom.com
Can't Upload from Mobile
Problem: File uploads fail on mobile device.
Solutions:
-
Use mobile browser (not app):
- Open gosonicbloom.com in Safari or Chrome
- Don't use Instagram or Facebook in-app browser
-
Check file size:
- Some mobile connections time out with large files
- Use WiFi for uploads over 10MB
-
Try desktop:
- Large uploads work better on desktop/laptop
Still Having Issues?
If you've tried these solutions and still having problems:
Contact Support
- Email: support@gosonicbloom.com
- Response Time: Within 24 hours (usually faster)
Include in your message:
- Description of the problem
- What you've already tried
- Screenshots (if relevant)
- Your browser and device (e.g., "Chrome on iPhone 15")
- Your artist subdomain or email address
Beta Users
During beta, we prioritize bug fixes! Your feedback helps us improve Sonic Bloom for everyone.