1. Home
  2. Technical Support
  3. Technical Support

Technical Support

Contents

What should I do if the app stop playing music or unable to play next song?

  • Android

If your mobile device is in Android 6.0 or above, the problem may be resulted from the built-in battery saving settings or optimization function of Android. Please check and adjust the settings of your mobile device as follows:
a) Exempt MOOV from using any battery saving function by adding MOOV mobile app to whitelist or unmonitored list; and
b) Enable MOOV mobile app to use background data at all time (*Using Samsung Note 8 on Android 8.0 as an example, you can enable background data usage while setting up “Medium Power Saving Mode”. Handling of this settings varies by device models.) ; and
c) Exclude MOOV from using battery optimization function; and
d) Turn off data saver function, or exclude MOOV from using data saver mode.
Note: The above screenshots are examples from Samsung Note 8 on Android 8.0 for reference purpose. In view of different variations of Android devices and OS versions, we highly recommend you to check the official sites of relevant models.

Other possible reasons and solutions:
a) In case you have installed Clean Master or other battery saving apps, please add MOOV App to whitelist.
b) Please avoid other apps with sound effect to be run with MOOV at the same time as most of devices restrict audio output for 1 app at a time.

What should I do if the app stop playing or shut down unexpectedly while it is playing music?

  • Android

The root causes could be multiple. Please check the following information to try to solve this problem.
– For devices of Android OS Version 6.0 or above, its Doze mode will try reduce battery consumption by restricting apps’ access to network when the screen is off. It is the reason why MOOV would stop playing music. To solve this problem, please open battery optimization settings page of the phone and add MOOV app to Doze whitelist.
– You may have installed Clean Master or other battery saving apps. If so, please add MOOV app to whitelist to try to solve the problem.
– In most cases, mobile device will only allow one single app to use audio output. In case you are using more than one audio/video apps, you may try to solve the problem by shutting down all the apps and playing music with MOOV again.
We will on and on optimize and improve MOOV mobile app. Please ensure you are using the latest version, and get updated version from Play Store regularly.

Which Android devices does MOOV App support?

  • Android

MOOV supports smartphones on Android OS version 5.0 and above . For streaming and download 24 bit songs, required Android OS version 7.0 and above with MOOV Android App 3.0.0 and above.
For support to Digital Audio Player, please check the below Q&A on “Which digital audio player (DAP) does MOOV App support?”.
For other types of Android device, in case you encountered any usage problem, you may contact the manufacturer to feedback issues.

Which devices do MOOV App support?

  • iOS

MOOV App iOS version supports iOS 10 or above iPhone series, iPad series and iPod Touch.

Which digital audio players (DAP) does MOOV App support?

  • Android

MOOV App can be used on the below Astell & Kern Digital Audio Players:
For MOOV Android App version 2.9.0 and above, some of functions can be worked on the below model numbers:
– SE100 (firmware version: 1.11CN and above)
– SP1000 (firmware version: 1.11CN and above)
– SP1000M (firmware version: 1.11CN and above)
Due to limitation of DAP, some MOOV functions and user interface display would be affected. For example, functions on share, LyricSnap!, Video and Google Pay are not supported.
For installing MOOV App to Astell & Kern digital audio players, please click here to know more.
MOOV App is built in to the below model numbers:
– AK70 (firmware version: AK70,ENG,0000)
– AK120II (firmware version: AK120_ll,ENG,0000)
– AK240 (firmware version: AK240,ENG,0000)
Besides, we suggest new users to complete MOOV member registration via smartphones or desktop browser, and login MOOV account at DAP afterward.
For other DAP brands, in case you encountered any usage problem, you may contact the manufacturer to feedback issues.

For A&K with Google Play service, users can update latest MOOV version at Google Play, if device not linked with Google Play, please get the latest MOOV version from here and update manually.

How do I release mapped device?

  • iOS
  • Android
  • Web

Remove connected iPhone
Go to Setting > “My Account” > “Manage Logged-in Devices” > Select the device want to remove > “Remove this Device”

Remove connected Apple Watch
Go to Setting > “My Account” > “Manage Logged-in Devices” > Select the paired iPhone > “Disconnect” the related Apple Watch

Remove connected devices, please go to “Settings” > “My Account” > “Manage Logged-in Devices” > “Remove this Device”.

Go to MOOV website and login, then click “Setting” > “MOOV App logged-in devices”

Why can’t I stream / download songs? A system message says “Duplicated playback detected”, What should I do?

  • iOS
  • Android

It shows that your MOOV account is currently playing music online in another device. Each account can only stream / download music on 1 device at the same time.

It shows that your MOOV account is currently playing music online in another device. Each account can only stream / download music on 1 device at the same time.

What is the difference between “Shuffle” and “Random Play”?

  • iOS
  • Android

You can press “Shuffle” button at any playlist, MOOV mobile app will start playing songs randomly from the playlist. Or you can go to “My Collection” > Press “Random Play”, MOOV mobile app will start playing songs randomly from your collection. If you selected offline mode, it will be play downloaded songs only.

You can press “Shuffle” button at any playlist, MOOV mobile app will start playing songs randomly from the playlist. Or you can go to “My Collection” > Press “Random Play”, MOOV mobile app will start playing songs randomly from your collection. If you selected offline mode, it will be play downloaded songs only.

How to change display language in MOOV?

Please refer to the settings of language interface:
– MOOV mobile app : Tap menu button > “Settings” > “Language”
– MOOV desktop version : Switch between Chinese and English at the menu bar

  • iOS
  • Android

We suggest you to upgrade all your devices to the latest version of MOOV in order to enjoy the best performance.

We suggest you to upgrade all your devices to the latest version of MOOV in order to enjoy the best performance.

I am the existing MOOV Paid member, why can’t my MOOV App play music?

  • iOS
  • Android

Please check:
– Whether your device has connected to network
– If you cannot play the downloaded songs, you might exceed offline time limit. Please connect to the network and login again.
– Sufficient memory and storage space on your device
– View service plans is valid in “My Account” in MOOV app or “Settings” in MOOV webpage
If you need further assistance, please contact us at moovcs@moov-music.com.

Please check:
– Whether your device has connected to network
– If you cannot play the downloaded songs, you might exceed offline time limit. Please connect to the network and login again.
– Sufficient memory and storage space on your device
– View service plans is valid in “My Account” in MOOV app or “Settings” in MOOV webpage
If you need further assistance, please contact us at moovcs@moov-music.com.

How do I listen through bluetooth?

  • iOS
  • Android

Go to “Settings” in your device and switch on the Bluetooth function. You can play music through bluetooth after connected to your bluetooth device.

Go to “Settings” in your device and switch on the Bluetooth function. You can play music through bluetooth after connected to your bluetooth device.

A dialog box was shown when I keep playing music after a time. What is it?

  • Web

If you keep playing music over 300 minutes, the dialog box will pop up asking if you would like to continue with your music. To continue, please click “Confirm”. If no response is received within the allocated response time, the system will automatically stop playing.

How to use Airplay Speaker to play songs?

  • iOS

To play song via Airplay Speaker,
– Connect your device with MOOV mobile app and Airplay speaker to the same wifi network,
– Play a song at MOOV mobile app and you will see an Airplay icon display at audio player.
– Click on airplay icon song will be played to Airplay device

How to play MOOV App songs and videos via Apple TV?

  • iOS

To play song or videos via Apple TV
– Connect your device with MOOV mobile app and Apple TV to the same wifi network,
– Play a song / video at MOOV mobile app and you will see an Apple TV icon display at player.
– Click on Apple TV icon song/video will be played to Apple TV

What should I do if I have technical problems while playing music on MOOV?

  • Web

Repeat the steps. If the problems still occurs, please contact us by sending the error message and your MOOV ID to moovcs@moov-music.com.

How can I exit full screen while playing video?

  • Web

To exit full screen mode, press “Esc” button on the top left corner of your keyboard.

How to jump forward or rewind while playing video?

  • Web

You can drag forward or backward on the timeline of the music player to jump forward or rewind.

What are the system requirements for MOOV?

  • Web

– Microsoft Windows operating system: Windows 10 (or above)
– Mac operating system: OS X 10.13 (or above)
– Browser: Microsoft Edge 16 (or above) / Firefox 51(or above) / Google Chrome 56 (or above) / Safari 11 (or above)
– Resolution: 1024 x 768 (or above)

A system message says “Duplicated playback detected”. What should I do?

  • Web

It shows that your MOOV account is currently playing music online in another device. Each account can only stream music on 1 device at the same time.

MOOV is showing black screen and no sound while playing video. What should I do?

  • Web

Please make sure your computer meets the minimum system requirements. Except for the the browser, turn off other running applications to free up more system resources. Do not upload or download any files when playing video in order to minimize impact on the quality of video playback. If your computer is connected to the Internet via Wi-Fi, please check if the Wi-Fi signal is sufficient. Internet speed may also be affected if too many users are connected to same Wi-Fi access point.

Why does the connection suddenly disable when playing songs / videos?

  • Web

“Hardware may overheat and affect stability. Please restart your PC and reconnect your broadband Internet.

MOOV is playing songs without sound. What should I do?

  • Web

Check to make sure the external speakers are correctly connected to the computer. Make sure your computer has a sound card, or sound processor, and it’s working properly. You might need to restart your audio program.

I can’t play songs / videos on MOOV in my office. Why?

  • Web

Please check your MOOV account status and the computer setting. If the problem still occurs, please contact your technical support department.

How to search music?

  • iOS
  • Android
  • Web

Tap Main Menu > Search > Enter Keywords to search

Tap Main Menu > Search > Enter Keywords to search

Tap “Search” > Enter Keywords to search

When MOOV support Android Auto?

According to the information on Android Auto website, Android Auto isn’t currently supported in Hong Kong.

Updated on 2021-05-17