Troubleshooting

No sound or a playback-device error#

1. Confirm a track is selected and playing. Check Neirose’s volume, Windows sound settings, and the physical device volume.
2. Open Settings → Audio output, refresh the device list, and select a connected device.
3. For PCM, choose Shared, then try a known playable local file. If that works, investigate the previous device or Exclusive setting. For DSF or DFF, follow native DSD troubleshooting.
4. For Exclusive, confirm ownership is unlocked and close other applications using the endpoint. Check the device driver and accepted formats in Device capabilities, especially after changing your DAC or its driver.

If Shared works but Exclusive reports that the track or device is unavailable, check your installed version. Neirose 1.4.1.0 adds compatibility with DACs that need a different integer PCM format or a 32-bit container. Update an older build, then try Exclusive again.

If all files fail, focus on the output device. If only one file fails, confirm it exists and plays elsewhere, and check its encoding against supported formats.

Opus, Vorbis, WebM, and MKA files can be rejected if their audio packets, headers, or decoding requirements exceed Neirose’s memory limits. Try a fresh rip or re-encode the affected file, and include its format and displayed error when contacting Support.

After a recoverable output fault, Neirose attempts to rebuild the playback output. If PCM sound does not return, refresh the device list, select the intended device again, and retry with Shared. Native DSD needs its compatible ASIO output in Exclusive mode.

If it still fails, record the installed version, displayed status, chosen device, output mode, file format, and whether the DAC or driver changed. Include the source and stream formats from Settings → Signal processing → Technical signal details for Support.

DSD does not play, makes noise, or will not stop#

1. For DSF or uncompressed DFF, select the DAC’s native DSD-capable ASIO entry in Settings → Audio output and enable an unlocked Exclusive option. Shared mode, ordinary Windows outputs, and DoP are not supported DSD routes.
2. Check that the DAC and driver support the file’s exact DSD rate, and close other players using the driver. Keep the actual driver error when contacting Support.
3. If sound is noisy or distorted, stop playback and check the DAC’s documented native DSD USB mode and EQ/effects settings. On the FiiO BTR15 use PC, UAC 2.0, EQ OFF; BYPASS is different.
4. Use physical DAC volume. Neirose’s PCM volume and ReplayGain do not attenuate native DSD.

DST-compressed DFF, SACD ISO, and multichannel DSD are unsupported. Neirose accepts the DSF writer variant that omits the audio chunk header from its declared size only when the complete audio blocks and metadata boundary agree; truncated audio and other size mismatches remain errors. Neirose reads music files without rewriting them.

When reporting a problem, include the Neirose version, ASIO driver and version, DAC model, firmware and EQ/effects settings, file type and DSD rate, and whether playback, seeking, switching formats, or Stop caused the problem. Review logs for private paths before sharing them.

Music is missing or grouped incorrectly#

1. Open Library → Folders and confirm the intended root is present. Reconnect external drives or restore access if needed.
2. Choose Refresh library and wait for indexing to finish.
3. Clear the current search and check the appropriate Artists, Albums, or Folders view.
4. For incorrect grouping, inspect the files’ tags outside Neirose, then refresh after correcting them.

A playlist can still reference an old file path after you move music. Remove the unavailable playlist entry and add the track from its new location. Removing the reference does not delete the file.

During refresh, the catalog is intentionally dimmed and non-interactive. The progress overlay should close when indexing succeeds, is superseded by a newer refresh, or fails; if it remains after the status stops changing, try Refresh library again and include the displayed status when contacting Support.

Lyrics are missing, incorrect, or not following#

1. For local lyrics, check that the .lrc filename matches the audio filename and is beside it, or that the audio contains usable embedded lyrics.
2. For online lyrics, enable Settings → About & Updates → Online lyrics and check the connection. Verify the track’s title, artist, album, and duration.
3. If lyrics are visible but stop following, choose Return to current line. Plain-text lyrics cannot follow playback without timestamps.
4. If LRCLIB asks Neirose to wait, respect the displayed delay before trying again.

Provider matches are not guaranteed, and not-found results can be cached. Neirose does not translate or repair timing. A lyrics failure does not prevent local playback.

Taskbar widget is missing#

1. Open Settings → Taskbar widget. Confirm that no add-on notice is shown (use Check again if you already own it) and Show taskbar widget is enabled.
2. Read the Status. Check the display and placement under Widget options.
3. Try a supported location with free taskbar space. Use Retry now after changing the layout or restarting Explorer.

Unsupported Explorer layouts remain unavailable even when the preference is enabled. See Taskbar widget.

A flyout or Up Next preview does not appear#

1. Open Settings → Playback overlays and check the relevant toggle.
2. Under Placement and timing, confirm the chosen display and position.
3. For Up Next, ensure there is a next track in the current queue and that playback is near the configured lead time.

The Neirose media flyout, Windows media controls, and taskbar widget are separate surfaces with separate settings. The widget’s own mini-player overlay opens from the widget itself and does not depend on Playback overlays preferences.

Discord does not show listening activity#

1. Open the Discord desktop app and verify that you are signed in.
2. Check Settings → Discord → Share listening activity in Neirose.
3. Check Discord’s activity visibility settings and start a track.
4. Allow time for activity and artwork to update; temporary artwork failures can recover automatically. If the problem persists, note whether the entire activity or only its artwork is missing.

Online services and artwork matching can be unavailable without interrupting the music.

Updates or purchased features are unavailable#

1. Open Settings → About & Updates → Check now and read the result.
2. For the Microsoft Store edition, open Microsoft Store and check that it is available. Use the Store account that owns your add-on.
3. For the Microsoft Store edition, check the Store’s Library for updates, then restart Neirose after installation. For a standalone installer build, retry the download in Neirose and use Install update when ready.
4. For a locked add-on you own, choose Check again in its add-on notice in Settings. See promo codes and restoring purchases.
5. If the feature is still locked, include the exact ownership/update status and installed version when contacting Support.

Development builds do not contact the standalone release feed. Windows security policy can block an unsigned standalone installer, even when Neirose has verified the download. Read Updates and add-ons for the controls in your edition.

Contact support#

Email support@neirose.app with your Neirose version, Windows version, the steps that reproduce the issue, and the exact status or error shown. For audio issues, include the output device and mode.

Logs are under %LOCALAPPDATA%\Neirose\logs. Review them before sharing and remove private paths or details. Do not send music, passwords, payment details, or unrelated personal information.

The Support page keeps the contact details and short checklist in one place.