FAQ
When You Can’t Hear Audio
No Sound from Your Smartphone
If no sound is coming from your smartphone, please check the following items first:
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Make sure the volume is not set to zero
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Check that Silent Mode or Mute Mode is not turned on
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Ensure Bluetooth is not automatically connected to another device
(e.g., headphones or speakers) -
Try restarting your smartphone
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Check that the speaker is not blocked by dust or debris
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Make sure there is no physical damage from water exposure or drops
Settings to Check on iPhone When There Is No Sound
If you are using an iPhone and cannot hear any sound, please check the Bluetooth, sound, and silent mode settings:
Bluetooth
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Swipe down from the top-right corner of the screen
(or swipe up from the bottom on devices with a Home button) to open the Control Center
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If Bluetooth is ON (the icon is blue), tap it to turn it OFF and check if sound plays from the phone
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If you want to use wireless earphones, turn Bluetooth ON and press and hold the icon to open the settings screen, then reconnect the device
Sound
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Press the volume buttons on the side of your iPhone
(press the upper button to increase volume; the current volume level will appear on the screen)
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You can also adjust settings in the Settings app:
Go to “Sounds & Haptics” and adjust the “Ringer and Alerts” slider
Manner Mode
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If the Ring/Silent switch on the side of the iPhone shows orange, Silent Mode is ON and no sound will be played
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Slide the switch to turn OFF Silent Mode
Settings to Check on Android When There Is No Sound
If you are using an Android device and cannot hear any sound, please check the following settings:
Bluetooth
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Swipe down from the top of the screen to open the Quick Settings panel
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If Bluetooth is ON, turn it OFF and check whether sound plays from your smartphone
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If sound is not coming from wireless earphones, press and hold the Bluetooth icon to open the settings screen and reconnect the device
Sound
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You can check the volume settings under “Sound & Notifications” in the Settings menu
(The menu name may vary depending on the device, such as “Sound & Vibration” or “Sound”)
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Check the volume level and increase it if it is set to zero or too low
Manner Mode
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In the Quick Settings panel (swipe down from the top), check whether Silent Mode is enabled and turn it OFF if necessary
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On some devices, you can also access sound-related settings by pressing and holding the power button
When Background Playback Is Not Working
Background Playback Is Not Working
This section explains what to do if background playback is not working or stops unexpectedly.
Check Your Network Connection
One of the most common reasons background playback stops is an unstable or disconnected internet connection.
Please make sure your device is continuously connected to the internet.
If the connection is lost, audio streaming may be interrupted, causing background playback to stop.
Check for Other Apps Playing Audio
If another app is playing audio at the same time, it may interfere with playback in your browser.
In some cases, the audio output may switch to another app due to codec or system behavior.
Check if any other apps are playing audio
Close any apps you are not using
In many cases, closing unused apps can restore background playback.
Restart the App or Your Device
Temporary issues may cause background playback to stop.
Close your browser app completely
(Open the app switcher and swipe up the browser app or tap the close button)
Then reopen the browser and try playing the audio again
Restarting your smartphone may also help resolve the issue.
Prevent Your Device from Auto-Locking (Sleep Mode)
Check Auto-Lock (Sleep) Settings
If Auto-Lock is enabled, your smartphone screen will dim after a period of inactivity and eventually enter sleep mode and lock.
This may cause audio playback to stop.
Below are instructions on how to disable Auto-Lock or extend usage time.
iPhone: How to Change Auto-Lock Settings
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Open the Settings app
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Go to Display & Brightness > Auto-Lock
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Select a longer time or tap “Never” to disable Auto-Lock
If you select “Never,” your device will not automatically lock.
If You Cannot Change Auto-Lock Settings on iPhone
Possible causes include:
- Low Power Mode is enabled
- Temporary system issues on the iPhone
When Low Power Mode is enabled, Auto-Lock is fixed to 30 seconds and cannot be changed.
To resolve this:
- Turn off Low Power Mode
- Restart your device or update iOS if necessary
Android: How to Adjust Auto-Lock (Sleep) Settings
※Note: The steps may vary depending on your Android version and device. The following examples use a Google Pixel device.
1. Enable Screen Attention (Pixel 4 and later)
Screen Attention keeps the screen on while you are looking at it.
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Open the Settings app
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Go to Display > Screen timeout > Screen Attention
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Turn it ON
To revert the setting, turn Screen Attention OFF.
2. Adjust Screen Timeout Duration
You can control when your device enters sleep mode by changing the screen timeout duration.
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Open the Settings app
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Tap Display > Screen timeout
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Choose how long the screen stays on when not in use
3. Use Developer Options to Prevent Sleep
Some devices allow you to prevent sleep mode via Developer Options.
Note: Steps may vary depending on the device and Android version.
Enable Developer Options:
Android 9 or later:
Settings > About phone > tap Build number 7 times
Android 8.x:
Settings > System > About phone > tap Build number 7 times
Android 7.1 or earlier:
Settings > About phone > tap Build number 7 times
Once enabled:
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Turn on Developer Options
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Enable “Stay awake” (keeps the screen on while charging)
Unable to Open the Web App
Web Page Not Loading
This section explains what to do if the web app does not open or the web page fails to load.
Check Your Wi‑Fi Settings
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Open the Settings app on your smartphone
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Go to Wi‑Fi settings
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Check whether you are connected to an unstable network, such as free public Wi‑Fi or open Wi‑Fi provided at a facility→ If you are connected, please disconnect.
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Turn OFF Wi‑Fi and try again using your mobile data connection
*Estimated data usage: approximately 0.03 GB per hour
(For reference: 0.03 GB is roughly equivalent to about 30 seconds of high‑quality YouTube video.)