Before contacting support
- Update KSRRangAudio to the latest version.
- Fully close and reopen the app.
- Check free storage space and the network connection.
- Check media, microphone, and notification permissions in Android Settings.
- For remote servers, verify that the same account works from another app or computer.
Keep your originals: back up important source files before editing, vocal removal, or overdubbing.
Playback troubleshooting
- Check whether the file plays in another player.
- Confirm that it is complete and not damaged.
- Check KSRRangAudio's audio and video access permission.
- Re-select files obtained through external storage or a file-provider app.
- For remote media, check Wi-Fi signal and server response.
- Close other apps before playing high-resolution or high-bitrate media.
About supported formats: Files with the same extension can use different codecs. For a file-specific issue, include the extension, codecs, and approximate size in your report.
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SMB, FTP, and SFTP connection troubleshooting
First check the server address, port, account information, and network connection. Never send a password or private key to customer support.
Checks for every protocol
- Confirm that the phone is on a network that can reach the server address.
- Make sure the protocol has not been entered twice in the server address.
- Recheck the username, password, port number, and remote path.
- Check whether the server firewall or router blocks the port.
- Test the same account with another client on a computer.
SMB
- Check the share name and the account's read permission.
- Check the SMB version and authentication method used by the server.
- On a local network, try the server IP address instead of its name.
FTP and SFTP
- FTP and SFTP are different protocols, so select the correct one.
- Typical ports are FTP 21 and SFTP 22, but the server configuration takes priority.
- For an SFTP private key, check the key format and its registration on the server.
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Saving and sharing
Edits with speed, pitch, or EQ changes, vocal-removal results, and overdubs are stored in app-internal storage.
Managing saved files
- Find results in the app's saved-files or file-management screen.
- A task can fail when storage is low, so make sufficient space available.
- Uninstalling the app or clearing app data may also delete internal files.
- Back up important results separately by sharing or exporting them.
Sharing through KakaoTalk or another app
- Select a saved result in KSRRangAudio.
- Tap Share.
- Choose KakaoTalk, email, cloud storage, or another destination.
- Select the recipient or save location in that app.
If sharing fails: the file may exceed the receiving app's transfer limit. Save a smaller file, or upload it to cloud storage and share a link.
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Frequently asked questions
Why won't a media file open?
It may be damaged, use a codec or container unsupported by the device, or lack a valid Android access grant. Test it in another player and check that file-access permission is allowed.
For a file selected through external storage or a file manager, Android's access permission may expire, in which case the file must be selected again.
Where are edited files stored?
Edits, vocal-removal results, and overdubs are kept in KSRRangAudio's internal storage. Export important files before uninstalling or clearing app data.
Can I send a saved file through KakaoTalk or to another device?
Yes. Select the saved file and use Share to send it to KakaoTalk, email, cloud storage, or another app that supports Android sharing. If the file is too large for the destination, use cloud storage or another transfer method.
Why can't I connect to an SMB server?
- Confirm that the phone and SMB server are on the same reachable network.
- Check the address, share name, username, and password.
- Confirm that the account has read permission for the share.
- Check that the router or server firewall does not block SMB.
- Check the server's supported SMB version and security settings.
Why can't I connect to an FTP or SFTP server?
- Confirm the protocol choice because FTP and SFTP are different.
- Check the address and port. FTP commonly uses 21 and SFTP 22, but server settings may differ.
- Check the username, password, or private key.
- Check whether the mobile network or router firewall blocks that port.
- Review the server connection log for the authentication failure.
Why does remote playback stop?
Network speed, server response, Wi-Fi signal, and media bitrate can cause interruptions. Use a stable connection and reduce other network traffic.
Why does vocal removal take a long time?
It is compute intensive. Duration depends on file length, device performance, battery-saving settings, and temperature. Keep the app open and ensure sufficient battery.
Why is my microphone not recorded?
- Allow KSRRangAudio's microphone permission in Android Settings.
- Check whether another recording or calling app is using the microphone.
- A Bluetooth headset may change which microphone is selected.
- Test the device microphone in another recording app.
Why does background playback stop?
Device battery management may restrict the app. Set KSRRangAudio to unrestricted or exclude it from battery optimization, and allow notifications.
Why did saved files disappear after uninstalling the app?
Files in app-internal storage may be deleted when the app is uninstalled or app data is cleared. Before uninstalling, share, export, or copy important files to another location.
How to contact us by email
Include the following so we can investigate quickly:
- KSRRangAudio app version
- Phone manufacturer and model
- Android version
- Affected feature and exact reproduction steps
- Error message or screenshot
- File type and approximate size
- For an SMB, FTP, or SFTP issue, the protocol and port number
Do not send sensitive information: Never include a remote-server password, private key, complete connection URL, national identification number, financial information, or other sensitive data.
Customer-support contact
Response time may vary. For app error reports, detailed reproduction information helps us investigate the problem.