I’m only hearing music, there is no narration or audio

We understand that this can be frustrating but this sometimes happens when there’s been an issue with the tour download or if an app or tour update failed or had issues. Please follow the steps below:

1. On the Shaka Guide app, tap on Support 
2. Tap on Give Feedback, then tap on Email so your phone sends us a diagnostic report with more information about your device and the tour you are having trouble with.
3. Disconnect your phone from Apple CarPlay or external devices (if there’s none, go to the next step)
4. Go to the My Stuff section and tap on your tour
5. Test and try to play audio by tapping on any of the numbers on the tour route 
   1. If you play an audio and you hear audio or narration, drive towards the nearest number and follow the numbers in order. The app will play when you follow the numbers. 
   2. If you play an audio but do not hear audio or narration; or if you try to play an audio and see the timer at the bottom show “0:00” or “-:--”, 
   3. turn the tour switch OFF, Tap on the BACK button & go back to My Stuff
   4. Delete the tour by swiping the tour to the left and then tapping on the trash bin icon.
   5. Redownload your tour and try again. 
6. If you do not see numbers or the blue line on the tour map, turn the tour switch OFF and go back to My Stuff.
7. Follow Steps (d) and (e) above and try again.
8. Still not working? Delete or uninstall the app from your phone download the latest version available from the App Store and Play Store, and try again

Need Further Help? Have Other Questions?

If you’re having trouble with your tour, or the app, or if you have questions, feel free to reach out to our customer support team.