There are a few reasons audio may not play at all or in a jumpy pattern. We invite you to explore some of the possibilities that can lead to Ascension Library recordings not playing as expected:
- The most obvious issue: are you connected to Wi-Fi or the Internet with an appropriate data rate? If you can browse other content then this is unlikely to be the issue, but see the "Internet Connection" section below for expanded tech support.
- Mobile Issue: The lock screen within your device has been switched on. This will cause the recordings to stop periodically throughout the recording. Remove the lock screen option within your device.
Go into settings > Display > Auto Lock _ and change to never - Mobile Issue: Most phones have a "Low Battery Mode" on by default. In some devices, this stops Ascension Library audio from playing when the screen turns off. Check your battery is full and not in Low Battery mode.
Go to Settings > Battery > Low Power Mode > Switch Off - I you cannot access ANY recordings in your library dashboard membership may have lapsed. Please submit a support ticket and our team can help you further.
- You have added extensions to your internet browser (block cookies)
- The ‘slower’ your connection the ‘longer’ the audio/video will take to ‘buffer’. Press the Play ‘triangle’ ONLY once and wait. If you Pause, then Play you ‘reset’ the ‘buffering’ process.
- Incompatible internet browser - we recommend Chrome however Safari - Edge - Firefox work.
- Your device type is not compatible - some Samsung and older Apple mobiles have this issue.
- The Mobile App vs Website shows slightly different functions. Click here to access the full function of the Ascension Library.
Internet Connection
If you are finding you are unable to upload a video or your audio/video stops and starts while listening you may be experiencing internet connection issues.
Please check your internet connection speed, anything lower than 6Mbs and streaming may be a challenge.
- Go to www.speedtest.net
- Click 'Begin Test' and wait for the results
If your connection speed meets the minimum requirements and you are still having issues? Please try playing the program on another device.
Clearing the cache and cookies from a web browser is essential for almost any troubleshooting for internet page browsing. A cache is a tool used by your internet browser to speed up the page-loading process. If you are using Internet Explorer, Edge, Google Chrome, or Mozilla Firefox you can clear the cache of your browser with a keyboard shortcut.
Windows 10:
While in your browser, press Ctrl + Shift + Delete simultaneously on the keyboard to open the Browser Cache window.
You can set the time range. Press Clear Data to clear your browser's cache and cookies.
Mac:
While in your browser, press Command + Shift + Delete simultaneously on the keyboard to open the Browser Cache window.
You can set the time range. Press Clear Data to clear your browser's cache and cookies.
If this doesn't work try your Ascension Library in another device or another internet browser such as Safari or Chrome. If neither of these work please contact us with the following details:
- What device type you are using?
- What internet browser you are using?
- If you have added any internet browser extensions to your browser.
- Go to the program you are having the issue with and click to start the video or recording and send us a screenshot to let us see what you see when you click on the recording.
- Let us know what other internet browsers or devices you have also tried to use to access your library.
If you continue to need support explore the Ascension Library knowledge base HERE.
Not yet an Ascension Library Member? Click below for more information
FREE ACCESS: The EXPLORE page in the Ascension Library give a full overview of programs on offer with sample recordings and links to access more information. You can also find more about Ascension on my ARTICLES page. Many feature articles include audio and video recordings for you to try out.
MEMBER ACCESS: The Where to Begin section in the Ascension Guide in the Library is the best place to find and explore the programs on offer and their benefits.