Music Stops Playing


If you did not start streaming/downloading music on a different device and is seeing the message below, please immediately refer to the 【Think Your Account Has Been Compromised?】below.



■This occurred when playing Offline Songs
The audio file may have been damaged. Try deleting the track from Offline Songs, search and download the track again.

■This occurred when streaming online
1. Update KKBOX to the latest version and restart your device.

2. Try a different Wi-Fi hotspot. If you are on cellular data, turn on Flight Mode for about 15 seconds and turn it off. 

3. You were accessing App that plays audio and/or video.
Because audio can only come out of one app on mobile devices, the system will stop KKBOX music when a video/audio starts playing after opening the app (i.e., Facebook), or when you are taking pictures/video.

If this happens when you are on Facebook App, check out Facebook Help.

4. If KKBOX iOS App crashes when this happens, refer to the 【What To Do When KKBOX Crashes?】 below.


If the problem persists, contact us by choosing the【No】 button below.


If you did not start streaming/downloading music on a different device and is seeing the message below, please immediately refer to the 【Think Your Account Has Been Compromised?】below.


■This occurred when playing Offline Songs
The audio file may have been damaged. Try deleting the track from Offline Songs, search and download the track again.

■This occurred when streaming online
Try the following first:
■ On Samsung ONE UI 4.0 (Android OS 12):
Long tap on KKBOX icon → tap the ⓘ icon → [Battery] → choose [Unrestricted].

■ On Android OS 8.0 or above:
Please refer to 【Music Stopping on Android OS 8.0 or above】 below.

■ On Android 6.0 and higher:
 ※Steps may differ between Android versions. Please refer to the user manual, or contact your manufacturer. 
1. Tap the [Settings] app → [Battery] and choose [Battery optimization] from the menu icon at the top-right of the screen.
2. Select [All apps] and select [KKBOX] → [Don't optimize] → [Done].

If that did not work, try these:
1. Update KKBOX to the latest version and restart your device.

2. Try a different Wi-Fi hotspot. If you are on cellular data, turn on Flight Mode for about 15 seconds and turn it off.

3. Try turning on Alternative Player.
Please refer to the 【Alternative Player】 below for instructions.

4. You were accessing App that plays audio and/or video.
Because audio can only come out of one app on mobile devices, the system will stop KKBOX music when a video/audio starts playing after opening the app (i.e., Facebook), or when you are taking pictures/video.
If this happens when you are on Facebook App, check out Facebook Help.

5. Turn off any battery saver/performance optimization apps on your device.
If this works, add KKBOX to the App's exception list.


If the problem persists, contact us by choosing the【No】 button below.


If you did not start streaming/downloading music on a different device and is seeing the message below, please immediately refer to the 【Think Your Account Has Been Compromised?】below.

●The New KKBOX Windows (Versions 22.X)


●The Old KKBOX Windows (Versions 7.X)


■This occurred when playing Offline Songs

※Offline Songs is only available on KKBOX Windows Desktop.
The audio file may have been damaged. Try deleting the track from Offline Songs, search and download the track again.

■This occurred when streaming online
1. Update KKBOX to the latest version and restart your computer.

2. Try a different Wi-Fi network.


If the problem persists, contact us by choosing the【No】 button below.


If you did not start streaming/downloading music on a different device and is seeing the message below, please immediately refer to the 【Think Your Account Has Been Compromised?】below.



■This occurred when playing Offline Songs
※Offline Songs is only available on KKBOX Mac Desktop.
The audio file may have been damaged. Try deleting the track from Offline Songs, search and download the track again.

■This occurred when streaming online
1. Update KKBOX to the latest version and restart your computer.

2. Try a different Wi-Fi network.


If the problem persists, contact us by choosing the【No】 button below.


If you did not start streaming/downloading music on a different device and is seeing the message below, please immediately refer to the 【Think Your Account Has Been Compromised?】below.


If you did not find any error messages, try the following:

1. Update your browser to the latest version and restart your computer.

2. Try a different Wi-Fi network.

3. Try a different browser.


If the problem persists, contact us by choosing the【No】 button below.

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