Content won't load or play

Content Not Loading

If a book won't open, an audiobook won't play, or an episode is stuck loading, try these steps.

For all content types

1. Check your connection — Make sure you're connected to the internet, unless the content is downloaded for offline use.
2. Force close the app — Close Dreamsquare completely and reopen it.
3. Restart your device — A simple restart often resolves loading issues.
4. Check for updates — Make sure you're running the latest version of the Dreamsquare app.

Books and audiobooks

• "Unable to open" — Try removing the book from your downloads and re-downloading it.
• Pages blank or formatting broken — Clear the app cache in Profile Settings > Storage > Clear Cache, then reopen the book.
• Audiobook won't start — Check your device volume and make sure no other app is controlling audio output (e.g., a Bluetooth connection to another device).

Episodes (Cinema)

• Endless loading spinner — Try lowering the video quality or switching between WiFi and mobile data to test the connection.
• "Playback error" — This usually resolves itself. Wait a moment and try again. If it persists, check the error codes guide.
• Black screen with audio — Try disabling hardware acceleration in your device or browser settings.

Offline content

If downloaded content won't play:

• Make sure your subscription is still active.
• Check that the download hasn't expired (30 days from download, or 48 hours from first play).
• Remove and re-download the content.