In this article, you’ll find troubleshooting steps for general playback issues by device type.  
   
In this article:

• Playback issues in the app
• Playback issues on Samsung or Pixel device
• Playback issues on Alexa
• Playback issues on Cloud Player

   

Playback issues in the app

Update app

If your title won’t play, you may have to update your Audible app.

To update the Audible app on iOS:

Open the App Store.

Select your profile icon.

Find and select the Audible app.

Select Update.

Select Open to view the latest version of the Audible app.


Note: If you don’t see the Audible app, you may need to swipe down to refresh your list of available updates.

 

To update the Audible app on Android:

Open the Google Play Store.

Select your profile icon.

Select Manage apps & device.

Find the Audible app in the Updates pending list.

Select Update.

Re-download your title

If your title is skipping chapters or seems to have missing content, you might have an incomplete download or missing content.

Step 1: Remove title from device

Go to your Library.

Select your title’s three-dot menu.

Select Remove from device.

Step 2: Re-download your title

Go to your Library.
 

Select your title to re-download.

Note: Your title will pick up where you left off after you re-download it.

Listen on another device

If your title won’t play at all, it's possible the issue may be with the device itself and not the Audible app. Try listening to the title using our Cloud Player another Audible-ready device to see if the issue continues.

1. Open the Audible website and Sign in.
2. Select your Audiobooks from Library on the site’s navigation.
3. Select Listen now or Play next to the title of your choosing
4. And the Cloud Player will appear.

Change download quality

If your audio quality is poor or you hear static and background noises, changing the download quality may resolve your problem.
 

Go to your Profile.

Select the Settings gear icon.

Select Data & storage.

Choose between Standard or High.

Select Library.

Select the 3 dots next to your title.

Delete the title you have downloaded.

Re-download the title to your Audible library.
 

Playback issues on your Samsung or Pixel device

If your title won’t play when you lock your screen, use another app, or use the timer, then the Android app might be set to “Restricted” in your device’s battery settings.
 

Update your Samsung battery settings

1. Open your device Settings.
2. Select Apps.
3. Select Audible.
4. Select Battery.
5. Choose from one of these available options:
   • Unrestricted: The Audible app will run in the background without any restriction and will continue playing your title until you stop it. This option may increase battery usage.
   • Optimised: Your device will learn how you use the app and will put the app to sleep based on your usage patterns. Your titles may still occasionally stop until the device learns how you use it.

 

Update your Pixel battery settings

Step 1: Turn on Adaptive battery

1. Open your device Settings.
2. Select Battery.
3. Select Adaptive Preferences.
4. Turn on Adaptive Battery.

Note: When your battery is low, adaptive battery may reduce your device’s performance.
 

Step 2: Update your battery settings

1. From Settings, select Apps.
2. Select See all apps.
3. Select the Audible app.
4. Select Battery.
5. Choose from one of these available options:
   • Unrestricted: The Audible app will run in the background without any restriction and will continue playing your title until you stop it. This option may increase battery usage.
   • Optimised: Your device will learn how you use the app and will put the app to sleep based on your usage patterns. Your titles may still occasionally stop until the device learns how you use it.

Note: If you start experiencing excessive battery drain when using the Audible app, please make sure you’ve updated to the app’s latest version.

Playback issues on Alexa

• Make sure your device is turned on. There should be a blue light on top.
• Make sure your device is connected to your Amazon account.
• Check your Alexa companion app’s connection. If there’s an error, it could mean your device is unplugged. Make sure it's plugged in and ask Alexa to play your title.

 

Playback issues on Cloud Player

If you are experiencing playback issues, something could have happened with your saved browser history that is causing the Cloud Player to not pop up.


First, make sure you have the latest version of your web browser. If the problem persists, follow the steps below.
 

Clear Your Web History

Google Chrome

1. Click the more options button in the corner of the browser, followed by More tools and Clear browsing data.
2. Place a checkmark in the following boxes:
   • Browsing history
   • Download history
   • Cookies and other site and plug-in data
   • Cached images and files
   • Hosted app data
   • Content licenses
3. Select the beginning of time from the drop down menu.
4. Click Clear browsing data.

 

Safari

1. Click History at the top of Safari, followed by Clear History.
2. In the box that pops up, choose all history from the drop-down menu.
3. Click Clear History.
4. Go back to the Audible website, and attempt to play your audiobook again by clicking Play.

 

Firefox

1. Click the menu button in the corner of the browser, followed by History.
2. Click Clear Recent History.
3. Select all the check boxes and change the Time range to clear to Everything.
4. Click Clear Now.

 

Enabling Auto-Play

If you are using Safari, you may need to enable Auto-Play to resolve your playback issues.

Safari

1. Click Safari at the top of the Safari browser while on Audible.com.au.
2. Click Settings for This Website.
3. Click Allow All Auto-Play.

Additionally, you can also press the Pause button after launching the Cloud Player to initiate playback.