Troubleshoot playback and "Audio not found" errors

Use this guide when a TAC voice note opens but does not play, appears grayed out, or shows an audio error.

Quick checks

1. Open the link in a normal Chrome tab. Incognito, privacy extensions, or school filters can block audio requests.
2. Refresh the page once. If the player loaded before the audio file was ready, a refresh can pick up the finished upload.
3. Try the direct TAC link. Copy the link and open it in the address bar instead of inside another tool.
4. Check the speaker output. Confirm the device is not muted and Chrome is allowed to play sound.
5. Try a different network. School guest Wi-Fi, VPNs, or filtering tools can block audio domains.

If playback works in a direct tab but fails inside an LMS, Google Classroom, or an embedded preview, check the browser storage and cookie blocker guide.

If the note says "Audio not found"

That usually means the player could not retrieve the audio file for that recording. The most common causes are:

• the upload did not finish before the link was shared
• the recording was deleted or expired
• a school filter blocked the audio request
• the link was copied incorrectly

Ask the sender to reopen their Library and play the note there. If it plays in their Library, ask them to copy a fresh link and send it again.

If students can open the page but not hear audio

Have students try:

• Chrome instead of an embedded browser
• headphones or a different speaker output
• refreshing the page
• opening the link outside Google Classroom or the LMS preview pane

For managed devices, send your IT team the school IT setup guide.

What to include when contacting support

If playback still fails, include:

• the voice note link
• the browser and device type
• whether the device is school-managed
• a screenshot of the error
• whether other TAC links play correctly