Running into a technical hiccup while working on your music can be frustrating. Fortunately, most issues with uploading, playback, or downloading can be fixed in just a few clicks. Here are the solutions to our most frequently asked troubleshooting questions.
1. I'm getting an "Upload Error"
If your files are failing to upload or getting stuck at a certain percentage, try checking the following:
- File Format & Size: Ensure your audio files are in a supported format (like WAV, FLAC, or MP3) and do not exceed the maximum file size limit for your current tier.
- Network Stability: A momentary drop in your internet connection can interrupt an upload. Refresh the page and try dragging the files in again.
- Browser Extensions: Ad-blockers or strict privacy extensions can sometimes block the upload scripts. Try temporarily disabling them or opening Cryo Mix in an "Incognito" or "Private" browsing window.
2. My audio isn't playing in the Studio
If you press play and don't hear anything, or the playhead isn't moving:
- Check Output Settings: Verify that your computer's system audio is routed to the correct speakers or headphones, and that your browser tab isn't muted.
- Clear Browser Cache: Sometimes, your browser holds onto outdated site data that conflicts with the audio player. Clearing your browser's cache and cookies often solves playback glitches instantly.
- Try a Different Browser: We recommend using the latest version of Google Chrome, Safari, or Firefox for the most stable audio engine performance.
- On Mobile: Make sure you are unmuted.
3. I can't download my stems
If you click the download button and nothing happens, the most likely culprit is your browser's security settings.
- Allow Pop-ups: Cryo Mix sometimes needs to open a new background window to initiate bulk stem downloads (especially if they are bundled in a ZIP file). Look for a small "Pop-up blocked" icon in your browser's address bar, click it, and select "Always allow pop-ups from cryo-mix.com."
- Processing Time: If you just finished a heavy AI separation or mix, the system might still be rendering the final high-quality files. Wait a minute or two and try clicking download again.
4. I upgraded my subscription, but I still hear the watermark
If you recently upgraded to a paid tier to remove the audio watermark but still hear it on your tracks, don't worry—your account has been upgraded, but your current session just needs a refresh!
- Refresh the Page: Simply refresh your browser tab so the studio can fetch your new subscription status.
- Re-render the Audio: If the track was processed before you upgraded, the preview audio might still have the watermark baked in. Simply make a minor adjustment (like tweaking a volume fader slightly) to force the AI to re-render the clean audio.
- Log Out and Log In: If the above steps don't work, log completely out of your Cryo Mix account and log back in to force a global sync of your account permissions.