Start with the symptom
Test the source track and output route separately. The player can display video while the audio format or speaker route fails.
On Android phone, begin with a precise description of when the symptom occurs. Keep one source and one account selected, then change one part of the setup. That makes the result useful to both you and support.
Checks for Android phone
Check the exact Android release, app package and whether the interface is intended for touch or a television remote. Store updates and externally supplied APKs have different installation routes. Keep the original account entry intact during diagnosis.
| Part of the setup | Check on Android phone |
|---|---|
| App and installation | Choose a player from Google Play when available. For a provided APK, review the source, file name, security scan and app permissions. |
| Controls | Use touch controls in portrait and landscape. Check whether playback continues when the display locks or another app opens. |
| Connection | Compare Wi-Fi and mobile data only if your plan permits it. Note metered-data limits and battery-saving settings. |
| Playback | Check the same programme with a stable quality setting. A high-resolution phone display does not guarantee support for every codec. |
Work through the checks in order
- Raise player and device volume
Choose a player from Google Play when available. For a provided APK, review the source, file name, security scan and app permissions.
- Test another programme
Use touch controls in portrait and landscape. Check whether playback continues when the display locks or another app opens.
- Select an available alternate audio track
Compare Wi-Fi and mobile data only if your plan permits it. Note metered-data limits and battery-saving settings.
- Test built-in speakers or direct TV audio
Check the same programme with a stable quality setting. A high-resolution phone display does not guarantee support for every codec.
- Restore the original output setting after comparison
Do not disable Play Protect to force an installer through a security warning.
Read the result
| Observed result | Next action |
|---|---|
| One source is silent | inspect its audio track |
| All sources silent in one player | inspect player settings |
| Other apps silent too | inspect device output |
Repeat only the comparison that changed the result. If a setting made no difference, restore it before trying the next step. Keep the source label, approximate time and player version with your notes.
Before making a larger change
Do not disable Play Protect to force an installer through a security warning.
A factory reset, complete account deletion or router-wide change is a much larger action than restarting a player. Keep those actions outside this sequence unless the responsible support team identifies a clear reason and recovery path.
Get the right support
Use WhatsApp support and describe the device, operating system, player version, account method, network type and time zone. Say whether one feed, one title, one group or the whole account is affected.
Keep usernames, passwords, full playlist links, device keys and payment evidence out of public screenshots. If support needs an account identifier, provide it privately through the established conversation. Do not send bank-card numbers in the order or help form.
Android phone platform documentation