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These messages mean the app cannot reach FreeYourMusic, or that it hit an error it could not recover from. Your playlists and transfers are saved in both cases. Check your connection, look at the status page, and restart the app.
"You are offline"
The full message is "The app cannot reach FreeYourMusic. Check your connection and try again." Your device has no working internet connection, or something on the network blocks the app.
Get back online
- Open a website in your browser to check that your internet connection works.
- Turn off a VPN, proxy or firewall for a moment, and try again.
- Switch between Wi-Fi and mobile data on a phone.
- Tap "Try again" in the app.
While you are offline, the app shows "Last updated ..." on its screens. That is the last time it could load fresh data.
"Our server is unreachable"
The full message is "Your connection works, but FreeYourMusic does not answer. Please try again in a moment." Your internet is fine, but our server did not respond. Some screens show "Cannot connect to FreeYourMusic Cloud" for the same problem.
When our server does not answer
- Look at the FreeYourMusic status page to see if we know about a problem.
- Wait a few minutes and tap "Try again".
- If the status page shows no problem and the message stays, restart the app.
- Still there after a restart? Contact us from the app.
"Something went wrong"
One request failed. Tap "Try again". If the problem stays, contact support and tell us what you were doing.
The app had to stop
Sometimes the app hits an error it cannot recover from. It then closes the screen you were on to keep your library safe, and shows a screen that says "the app had to stop".
- Your playlists and transfers are saved. Nothing is lost.
- The transfer that was running picks up where it stopped.
- A diagnostic report is already on its way to our team.
- The screen shows an Issue ID. Tap "Copy issue ID" to copy it.
What to do on the crash screen
- Optional: tap "Tell us what happened" and write the last few steps you took. We attach your notes to the issue ID. It helps us fix the problem much faster.
- Tap "Restart FreeYourMusic".
- If the app stops again in the same place, tap "Still broken? Reset local data".
You can also write to support@freeyourmusic.com and quote the issue ID. With the ID, we can find the report for your crash.
The app does not open
Get FreeYourMusic to open again
- Quit FreeYourMusic fully. On a computer, closing the window does not quit it: open its icon in the menu bar or system tray and choose "Quit". On a phone, close it in the app switcher.
- Open FreeYourMusic again.
- Still nothing? Install the latest version from the download page, the App Store or Google Play.
- If it still does not open, read reset app data and reinstall.
On Linux or a Chromebook, see the AppImage does not start.
Frequently asked questions
Is FreeYourMusic down right now?
Look at the FreeYourMusic status page. If it shows no problem, check your own connection and restart the app.
Did I lose my transfer after a crash?
No. Your playlists and transfers are saved, and the transfer that was running picks up where it stopped after you restart the app.
What is the issue ID for?
It links your crash to the diagnostic report the app sent us. Quote it when you contact support, so we can find the report.
Still having trouble? Contact support and quote the issue ID if you have one.