The app isn't working? Read these troubleshooting steps

<h1 id="h_598f684d28">If you are having trouble using the app, here are a few troubleshooting steps to try:</h1><ol><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Make sure you&#x2019;ve updated your app to the latest version.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Double-check you have a strong and stable internet connection. </p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Restart your device.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Disable any active VPNs (sometimes VPNs don&apos;t have reliable network connectivity).</p></li></ol><p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>If you are still having trouble after trying these steps,</b> please see the list of the app resolved issues for specific troubleshooting process below. </p><hr><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h1 id="h_b403c437fa">HoomBand app resolved issues</h1><h3 id="h_4eed17bc79">Click on an issue to check troubleshooting process &#x1F447;</h3><ul><li><h4 id="h_83c7937f76"><a class="intercom-content-link" href="https://help.livlab.care/en/articles/7202098-hoomband-app-content-queue-feature-doesn-t-work" target="_blank">The content queue feature doesn&apos;t work</a></h4></li><li><h4 id="h_83c7937f76"><a class="intercom-content-link" href="https://help.livlab.care/en/articles/7202967-unable-to-download-content-on-the-hoomband-app" target="_blank">Unable to download tracks for offline use</a></h4></li><li><h4 id="h_83c7937f76"><a class="intercom-content-link" href="https://help.livlab.care/en/articles/7203191-error-network-error-please-connect-to-the-internet-to-access-this-feature" target="_blank">Network error when launching or downloading a track</a></h4></li><li><h4 id="h_83c7937f76"><a class="intercom-content-link" href="https://help.livlab.care/en/articles/7203306-the-tracks-stop-playing-after-a-few-minutes" target="_blank">Track stops playing after a few minutes</a></h4></li><li><h4 id="h_83c7937f76"><a class="intercom-content-link" href="https://help.livlab.care/en/articles/7203314-sizzling-sound-when-listening-to-the-app-content" target="_blank">Sizzling sound when listening to the app</a></h4></li></ul><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>&#x1F44B; If the issue you are having is not listed in the above list, </b>you can use our <b>bug report form</b> (click on the below button to open the form) or <a class="intercom-content-link" href="https://help.livlab.care/en/articles/5429714-how-to-contact-us" target="_blank">reach out to our support team</a>. Please include a description of the issue you&#x2019;re experiencing and any relevant screenshots, if applicable.</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<div class="intercom-container" style="margin:0 0 40px;"><a class="intercom-h2b-button" href="https://forms.clickup.com/20508733/f/khw1x-9660/4UGJWGWOUPQ28UXHMF" style="display: inline-block; font-weight: 700; color: #fff; background-color: rgb(3, 133, 205, 1);text-align: center; box-sizing: border-box; border-radius: 4px; padding: 8px 40px;font-size: 17px; line-height: 1.4; text-decoration: none; filter: brightness(100%);margin: 0 0 17px;" target="_blank">Get help with another issue</a></div><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>

HoomBand app troubleshooting

The code to unlock your stories pack is different than the access code to the app. The access code allows you to activate your app, it can be found in your HoomBand box. To unlock your stories pack, you first need to activate your app with the access

<h2 id="h_835ef63ec5">To unlock your 10 extra content on your phone, open the HoomBand app and follow the instructions in the table below.</h2><p class="no-margin" style="margin: 0;min-height: 1.53em;">The code to unlock your stories pack is different than the access code to the app. The access code allows you to activate your app, it can be found in your HoomBand box.</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<p class="no-margin" style="margin: 0;min-height: 1.53em;">To unlock your stories pack, you first need to activate your app with the access code from your HoomBand box!</p><div class="intercom-interblocks-table-container"><table role="presentation" style="margin-top: 36px; margin-bottom: 24px;"><tbody style="display: inline-table; table-layout: fixed; width: 100%; border: 1px solid rgba(0,0,0,.2); border-radius: 6px;"><tr><td><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Click the menu button</p></li></ul></td><td><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<div class="intercom-container" style="margin:0 0 40px;"><img src="https://hsfiles.gorgias.help/gm/help-centers/88298/attachment/f5c4c58f-b475-4fd7-80d9-9ba54578ec77.png?expires=1753965900&amp;signature=a532579bc53f59b3eb75c8f3b1b66c38dd5cb16402eb551bb27cd420f5e4328d&amp;req=cCQjF8h2mIVdFb4f3HP0gFG7BK5yxgTAv7jzj89C4fDLaagoKcrJ7GwPfMbC%0AFd8%3D%0A"></div></td></tr><tr><td><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Scroll until the Stories pack block</p></li></ul><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Click the &quot;Unlock&quot; button</p></li></ul><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Enter your code and submit it</p></li></ul></td><td><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<div class="intercom-container" style="margin:0 0 40px;"><img src="https://hsfiles.gorgias.help/gm/help-centers/88298/attachment/39d1ce9b-faac-43b1-9713-602b60f339ee.png?expires=1753965900&amp;signature=84c8192ec0fa5fff7196e3c1c43fcf257ba0a90d90de6e048ccfd31f1e0b006d&amp;req=cCQjF8h2lINdFb4f3HP0gAhAUgT2K5USH%2BkE3tAFTz8mxwIZ1E8r3evjE%2BWM%0ATmk%3D%0A"></div></td></tr></tbody></table></div><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h1 id="h_3df003cc0b">The content will be available in your library, under a new category &quot;HoomBook&quot;. <b>Enjoy! </b>&#x2728;</h1>

How to unlock the 10 Extra Stories Pack on the HoomBand app

Can't find back your code to access the HoomBand app? Here's where you can find it.

<p class="no-margin" style="margin: 0;min-height: 1.53em;">Here&apos;s how you can find back your access code to the app:</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h2 id="h_924f33a44c">#1 You are logged in the HoomBand app:</h2><div class="intercom-interblocks-table-container"><table role="presentation" style="margin-top: 36px; margin-bottom: 24px;"><tbody style="display: inline-table; table-layout: fixed; width: 100%; border: 1px solid rgba(0,0,0,.2); border-radius: 6px;"><tr><td><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Open the HoomPlay app on your phone</p></li></ul><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Go to the Settings page (click on this icon in the menu bar &#x2263;)</p></li></ul><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Click on &quot;Product activation&quot;</p></li></ul><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">You&apos;ll find there your access code &#x1F510;</p></li></ul></td><td><div class="intercom-container intercom-align-center" style="text-align: center;margin:0 0 40px;"><img src="https://hsfiles.gorgias.help/gm/help-centers/88298/attachment/03f5c18d-4a96-4859-ae9a-329a9d1616ee.png?expires=1753965900&amp;signature=a6cad587b9ae1f41f2dca426d731c5f56d6b87e80da000a38a29bee27c54c049&amp;req=dykvFcp7nIBcFb4f3HP0gFea%2BH%2FJ%2F%2BAID%2F0lPCcuEkEC3Ko25WsEqR3PzT0r%0AjMc%3D%0A"></div></td></tr></tbody></table></div><h2 id="h_d04d35ef75">#2 You are not logged in the HoomBand app:</h2><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">We can help you find your code back!</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Open the HoomPlay app on your phone &amp; follow the <a class="intercom-content-link" href="/en/articles/5429297-i-lost-my-access-code-to-the-hoomband-app" target="_blank">steps explained here</a></p></li></ul>

How to find my access code to the HoomBand app?

Uninstalling and reinstalling your HoomBand app on an Android device

<p class="no-margin" style="margin: 0;min-height: 1.53em;">This process is a good way to troubleshoot any issue you may be facing with the HoomBand app. We&apos;ll show you in this guide how to proceed on 3 steps :</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h1 id="h_5ce5b606c5"><b>1.Deactivate your HoomBand app access code</b></h1><p class="no-margin" style="margin: 0;min-height: 1.53em;">Before uninstalling the HoomBand app from your device,<b> please make sure you deactivate your access code :</b></p><p class="no-margin" style="margin: 0;min-height: 1.53em;">1. Open the HoomBand app</p><p class="no-margin" style="margin: 0;min-height: 1.53em;">2. Go in the menu section &#x2263;</p><p class="no-margin" style="margin: 0;min-height: 1.53em;">3. Click on Product activation</p><p class="no-margin" style="margin: 0;min-height: 1.53em;">4. Click on Deactivate</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<p class="no-margin" style="margin: 0;min-height: 1.53em;">&#x26A0;&#xFE0F; When you deactivate your access code on your device, all your offline downloads will be lost. You will need to download them again when you&apos;ll reinstall the app.</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h1 id="h_14d6738c9b"><b>2.Uninstall the app</b></h1><ol><li><h1 id="h_14d6738c9b">On your Android phone or tablet, open the Google Play Store app.</h1></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Menu &#x2263; <b>My apps &amp; games</b>.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on HoomBand.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap <b>Uninstall</b>.</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
</li></ol><h1 id="h_f0fee641c0"><b>3.Reinstall the app</b></h1><ol><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Open Google Play Store.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Menu &#x2263; <b>My apps &amp; games</b> <b>Library</b>.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap the Hoomband app.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap <b>Install</b> or <b>Enable</b>.</p></li></ol>

How to uninstall and reinstall the app on my Android device?

What can I do if I lost my access code to the app?

<p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>Good News! It&apos;s Time to Switch Apps. &#x1F609;</b></p><p class="no-margin" style="margin: 0;min-height: 1.53em;">The Hoomband app is being replaced by our brand-new <b>Livlab app</b>. &#x1F60A;</p><p class="no-margin" style="margin: 0;min-height: 1.53em;">All the content from the Hoomband app has been transferred to Livlab, so you can continue to enjoy your favorite ambiences and features.</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h2 id="h_3808d7bbe9"><b>Download Livlab Now:</b></h2><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>On Android:</b> <a class="intercom-content-link" href="https://play.google.com/store/apps/developer?id=LIVLAB&amp;hl=fr" target="_blank">Livlab on Google Play</a></p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>On iOS:</b> <a class="intercom-content-link" href="https://apps.apple.com/fr/developer/livlab/id1479169463?l=en-GB" target="_blank">Livlab on the App Store</a></p></li></ul><hr><h2 id="h_879e84a6d7"><b>How to Access the Content?</b></h2><p class="no-margin" style="margin: 0;min-height: 1.53em;">You&#x2019;ll need a <b>6-digit code</b> to unlock the content in the app.</p><ol><li><p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>Contact Us:</b> Click on the orange bubble at the bottom right of your screen to reach our team.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>Provide the Required Information:</b> Be sure to include your order number or a copy of your purchase invoice in your message. This will help us send your code quickly.</p></li></ol><hr><p class="no-margin" style="margin: 0;min-height: 1.53em;">Thank you for your trust, and welcome to Livlab! &#x1F31F;</p>

I lost my access code to the HoomBand app

Uninstalling and reinstalling your HoomBand app

<p class="no-margin" style="margin: 0;min-height: 1.53em;">This process is a good way to troubleshoot any issue you may be facing with the HoomBand app. We&apos;ll show you in this guide how to proceed.</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h1 id="h_16313ea018"><b>Deactivate your HoomBand app access code</b></h1><hr><p class="no-margin" style="margin: 0;min-height: 1.53em;">Before uninstalling the HoomBand app from your device,<b> please make sure you deactivate your access code :</b></p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<p class="no-margin" style="margin: 0;min-height: 1.53em;">1. Open the HoomBand app</p><p class="no-margin" style="margin: 0;min-height: 1.53em;">2. Go in the menu section &#x2263;</p><p class="no-margin" style="margin: 0;min-height: 1.53em;">3. Click on Product activation</p><p class="no-margin" style="margin: 0;min-height: 1.53em;">4. Click on Deactivate</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<p class="no-margin" style="margin: 0;min-height: 1.53em;">&#x26A0;&#xFE0F; When you deactivate your access code on your device, all your offline downloads will be lost. You will need to download them again when you&apos;ll reinstall the app.</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<div class="intercom-h2b-video" style="position:relative;padding-bottom:56.25%;height:0;margin:0 0 40px;"><iframe allowfullscreen frameborder="0" mozallowfullscreen src="https://www.youtube.com/embed/_2KLrnP-cHA?rel=0" style="position:absolute;top:0;left:0;width:100%;height:100%;" webkitallowfullscreen></iframe></div><h1 id="h_b2326240b6"><b>Uninstall and reinstall the App</b></h1><p class="no-margin" style="margin: 0;min-height: 1.53em;">1. In the application screen, hold on your finger on the HoomBand app icon.</p><p class="no-margin" style="margin: 0;min-height: 1.53em;">2. Select &quot;Delete app&quot; or tap the &quot;X&quot; when it appears.</p><p class="no-margin" style="margin: 0;min-height: 1.53em;">3. Go to the App Store and search HoomBand (or <a class="intercom-content-link" href="https://apps.apple.com/us/app/hoomband/id1479169464" target="_blank">click here</a> and select &quot;Install&quot; if  operating from your phone).</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>

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