Music Not Playing in Gallery

  • 8 December 2020
  • 26 replies
  • 301 views

Userlevel 2
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Shootproof - please update us on the status of the bug fix for the music not playing on IOS! We are paying for a service the majority of our clients are not receiving. Please help!

 

Thank you!

 

 


26 replies

Userlevel 6
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Hi @AmySchaumberg ! We know this is frustrating, and our team is working hard to sort out what’s causing it and how to fix it. In the meantime, I’m going to send this over to our Support team so they can connect with you regarding your bill. Thanks for your patience and understanding! 

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I am unable to get the music to play on galleries...is this a known problem?  Is there a solution?

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omg whattttt I just thought this was ME, this is a huge pain point as the music plan really really realllllly helps upselling soft proof galleries :*(

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Hi @AmySchaumberg ! We know this is frustrating, and our team is working hard to sort out what’s causing it and how to fix it. In the meantime, I’m going to send this over to our Support team so they can connect with you regarding your bill. Thanks for your patience and understanding! 

Megan,

Can you provide any kind of an update w/this known issue?

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This is super frustrating.  It looks like by now you would have found a solution.  I just signed up for a week free trial.  A lot of good that will do when I can’t try it.  :-( 

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Hi @AmySchaumberg ! We know this is frustrating, and our team is working hard to sort out what’s causing it and how to fix it. In the meantime, I’m going to send this over to our Support team so they can connect with you regarding your bill. Thanks for your patience and understanding! 

Is ShootProof offering partial refunds given that the music doesn’t work across all devices? I reported this issue back on 9/28/20 and it’s disappointing that there hasn’t been a fix for this yet. Most of my clients view their galleries on their phones (especially the first view) and ShootProof’s marketing of “Music is a powerful tool to evoke emotion as your clients are viewing their images” becomes moot when clients can’t even hear it on mobile devices. What exactly are we paying for when it can’t be heard?

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I cannot get the music to play on my galleries either. I never have been able to. I would love to have a refund!

Userlevel 6
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@SarahEdwards  and @Tina Swain please reach out to our Support team at support@shootproof.com or 866-516-5130. They’ll be able to help with your accounts. 

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I had music on my gallery a few days ago. It’s gone now. I am glad this isn’t just my issue, but it’s messing up y client experience 😩.

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I purchased a music package last night and now I see music isn’t working and hasn’t been working for a while. Why are you still selling music packages when it doesn’t work? I’m disappointed with ShootOroof right now. 

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Hi, I am still not able to run music for my slideshows on my Mac yet have been paying for a music package for months. Please can you advise urgently? I need to send out a gallery this evening! Many thanks

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Super frustrating since i’ve been paying for this for over a year now.  However one temporary work around is to use Firefox.  It seems to work just fine.  I shouldn’t have to tell my clients which web engine to use but looks like i’ll have no choice.  Works in Firefox and not in Safari.  Hope this helps.  

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Music will not play for sideshows - help please??

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Hi, music isn’t playing on my galleries either. I’m about to send my first gallery of the year out and I’ve just spent over an hour trying to figure out why my Mac won’t play music before realising it’s a shootproof issue.  
 

please can you advise us on when this will be sorted? Thanks 

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hello,  I’ve spent part of today and last night trying to figure out the same thing.  

Would also like an update on when the music issue will be fixed when assigning to the gallery.

 

Thank you!

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I am having this same issue.  I am paying money to have this service and my clients aren’t even able to get it

Userlevel 6
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Hi everyone! Quick update to let you know this is something the team is working on. For now, while it is not fixed, you can write into ShootProof Support for assistance with your account, and to prevent ongoing charges, cancel your plan in the Plan & Billing section of your account. Once there is a fix (we do not have a timeline yet), support will update those that have written in, and I will update here.

We know this is frustrating. Thanks for bearing with us!

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Shootproof - please update us on the status of the bug fix for the music not playing on IOS! We are paying for a service the majority of our clients are not receiving. Please help!

 

Thank you!

 

 

Any update yet? I’m thinking of switching to another platform.

 

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My music is not working either.  Come guys get it together, and will you please answer your phone! What kind of customers service is this?  Smug Mug has live chat agents and they solve issues.  I want to give you guys a fair shake.

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So that is why, after I’ve just a few minutes ago signed up for a free trial, I can’t preview a damn thing! For me, it doesn’t work on my iMac or iOS. It would really help with the client experience I think, but I’m cancelling my trial.

If so disappointing to learn this issue is almost six months old and still has not been fixed. We all know that problems can occur, but to not have a fix after such a long time is shocking.

Userlevel 5
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Hi @Alan Broadhurst-Hall! The issue with auto-play has been resolved, so I don’t think your trouble stems from that. Can you provide more context around what you’re experiencing?

Userlevel 5
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@MauiPhotoClass has Support replied to your email? We fixed a slew of music bugs, which will  improve interactions with music in your galleries— the play/pause button now works correctly in a variety of browsers where it was broken, both on desktop and mobile devices. Music will play on Safari and iOS again! We do know that, with regard to autoplay, some browsers in certain versions have a setting that enables clients to disable music from automatically playing, but this setting does not stop them from initiating the music themselves. 

Please let me know if you’re still experiencing issues!

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I’ve got a problem with this as well.

I’ve never had to ‘initiate music’ when previewing client galleries before, but now I have to press the play button to get the music to start despite having ‘autoplay’ enabled in the gallery settings.

FYI, this is not as a result of my changing any of my personal browser settings - it was working just fine until just recently, but now it’s broken? Any ideas?

Userlevel 5
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Hi @LucyDown! Browsers are continuously changing with each update, and some may default to turning off auto-play. Can you tell me which browser and version you’re using? 

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My music has not been playing for months now? Any idea if it is fixable?

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