Support Center

Technical Support

  • Grooveshark Is Not Functioning Properly

    If you are encountering issues with Grooveshark such as display or responsiveness issues, we ask that you please clear your Internet browser's file cache. Please note, this may cause your account preferences to be removed. 

    We have included video tutorials below for the most common browsers on Windows & Mac to assist you. 

    Windows
    Mac

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  • Can't Login Via Facebook

    We are currently experiencing technical issues with Facebook Login. If you rely on Facebook to access your Grooveshark account, please refresh Grooveshark and then click the Facebook login button as normal and then specify your Grooveshark username or email address.

    A window prompting you to specify your Grooveshark username or email address.

    If you know your Grooveshark password, click "I have a Grooveshark password" and type it in.

    If you don't know your Grooveshark password, simply click Continue after typing in your Grooveshark username or email address and we'll email you further instructions.

    If you have any questions at all, please email us and we'll be happy to help.

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  • Error Loading Song

    If you are receiving this error message when attempting to play a song, it is possible your connection is not fast enough or the song is no longer available on our servers. 

    To determine which of these problems you're facing, please follow these steps.

    1. Right click the song that's giving you a problem, then go to Copy URL.

    2. Paste that URL into your Internet browser address bar and hit Enter. If the page comes up as grooveshark.com/404/, that means the song has been removed.

    3. If the URL were to load correctly, it would mean the song is still available on Grooveshark, but your connection is timing out for some reason.

    If you are having connection issues, the best way to resolve this problem is to go into the Preferences tab within Settings and enable the 'Stream Smaller Songs' option:

    Application Settings


     

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  • Audio Ads

    If you come across an annoying audio ad, please do us a favor and find the site that it links to (we're really sorry that you have to click the ad) and then email the URL to support@grooveshark.com or send us a note on Facebook or Twitter. We'll work to get that ad blocked ASAP.

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  • Submitting Bug Reports

    You can submit a bug report in a number of ways. The most convenient is to click here and fill out the form that pops up. 
     
    If you're a Plus or Anywhere subscriber, you can also file bugs from within Grooveshark. Just click your username in the top right corner and pick the 'Feedback' option. Fill out the form and our friendly community team will get back to you as soon as possible.

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  • Grooveshark Doesn't Work At The Office

    If Grooveshark or the desktop application won't load in your office due to a public firewall, contact your IT guy or gal and ask them to unblock Grooveshark.

    Be sure to let them know that the website and desktop application operate on standard http/https ports (80/443). You will also need to have access to *.grooveshark.com and *.gs-cdn.com for everything to work smoothly.
     
    If you are asked to provide specific subdomains, these should cover it:
     
    x.cdn0.grooveshark.com
     
    x.cdn1.grooveshark.com
     
    x.cdn2.grooveshark.com
     
    x.cdn3.grooveshark.com
     
    x.cdn4.grooveshark.com
     
    x.cdn5.grooveshark.com
     
    x.cdn6.grooveshark.com
     
    x.cdn7.grooveshark.com
     
    x.cdn8.grooveshark.com
     
    x.cdn9.grooveshark.com
     
    static.a.gs-cdn.net
     
    cowbell.grooveshark.com
     
    preview.grooveshark.com
     
    For additional assistance, please send an email to support@grooveshark.com.

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  • Uploaded Songs Are Not Appearing

    Uploads may take up to 24 hours before appearing on Grooveshark. If you’ve tried to upload songs and they aren’t appearing on the Grooveshark, please try the following
     
    1) Close Grooveshark in your Internet browser.
     
    2) Check your Adobe Flash Player settings by clicking here.
     
    3) Click “Delete all sites” (this will clear your flash cookies)
     
    4) Close and reopen your browser.

    After completing these steps, try uploading your music again and it should appear on Grooveshark within 24 hours.

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  • Song Info Is Incorrect

    You can flag any song that will not play, skips, is low-quality, mislabeled, contains racist or hateful lyrics, or has the wrong album art.

    Just right click on the song you'd like to flag, then choose either "Plays incorrectly" or "Metadata is Wrong". We will review the song file as soon as possible.
     

    Flag Song Info

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  • Sending A Mobile Crash Report

    We regret to inform you that we are no longer actively developing for Blackberry. You can continue to use the application if you already have it installed, but no future updates will be made available. If you have any questions or would like a refund, please contact us at support@grooveshark.com.

    Did the app just crash in the middle of your favorite song? Send us a crash report so we can try to fix the underlying problem. After sending us your crash report, be sure to email us at support@grooveshark.com letting us know of the crash.

    To enable crash reporting:
     
    Android & iPhone

    Your Grooveshark app will automatically send us crash info every time it crashes, just be sure to email us at support@grooveshark.com letting us know of the crash.
     
    Blackberry

    1. Log into the Grooveshark app in Online mode, press the Menu button and click About in the bottom of the menu.

    2. Pressing Bug Report will send us your UserID, phone model and operating system as well as the error messages we need to identify and fix any problems you encountered. 
     
    Symbian

    1. Go to C:/data/images and locate the log.txt file.

    2. Delete this file before running our application and attempting reproduce the problem.

    3. As soon as the error is reproduced, exit the application. A new log file will be created in the C:/data/images directory.

    4. Go back to C:/data/images, copy the log.txt file, and email it to us at support@grooveshark.com. 

    If you are not able to log in to your device for some reason, please fill out this quick form and we'll get back to you as soon as we can. Be sure to include your phone model and carrier.

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  • Blackberry Support

    We regret to inform you that we are no longer actively developing for Blackberry. You can continue to use the application if you already have it installed, but no future updates will be made available. If you have any questions or would like a refund, please contact us at support@grooveshark.com.


    Having connection problems with the BlackBerry app?  Please try the following:

    1) Hit the Blackberry button from the Grooveshark search screen.

    2) Choose Settings.

    3) Change your transport type. To learn more about transport types, click here.

    4) Hit the "Back" button, choose "Save", exit and restart the app.

    Depending on your carrier, you may need to put in an APN settings for Direct TCP/IP. Click here for more info.
     
    NOTE: Sprint, Verizon, Virgin Mobile, and other CDMA carriers do not have an APN setting.
     
    Unable to Download the Grooveshark Application
    If you are unable to download the Grooveshark application for Blackbery from http://m.grooveshark.com it is mostly likely a problem caused by our website not identifying your device as a mobile phone.

    To correct this issue:
     
    1. Use the generic Blackberry browser.
     
    2. Scroll all the way to the bottom of the download page and find a link that says 'Mobile'. Clicking on it should redirect you to the correct page.
    The Grooveshark Application Won't Open
    If your correctly installed Grooveshark app for Blackberry but it doesn't open, it's likely that you need to make some changes to the Firewall or Permissions on your Blackberry.

    You will have to start by temporarily disabling Blackberry's firewall.
     
    1. Go to Options->Security Options->Firewall, and set the Status to Disabled.
     
    Then you will have to set all Grooveshark permissions to "Allow" by completing the following:
     
    1. Please open your phone's Settings and go to Options > Advanced Options > Applications > Grooveshark.

    2. Press the menu button and select Edit Permissions.

    3. Press the menu button again, and select Reset Firewall Prompts.

    4. For Connections, select Allow.

    5. For Interactions, select Allow.

    6. For User Data, select Allow.

    7. At the bottom of this same screen there is a 'Grooveshark' module. Ensure Connections, Interactions, and User Data are all set to Allow here too. If not, be sure to review steps 4-6 again.

    8. Press the menu button and select Save. 

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  • Unable to Log In With Google or Facebook

    Please go to http://grooveshark.com/password to access the password reset form. This will enable us to assign a unique Grooveshark password to your account.

    Once you have this password, you can change it to whatever you like by accessing the Password tab in Settings and entering a new password of your choice.

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  • Grooveshark Desktop Support

    If you're having issues with the Desktop application, we recommend the following steps:

    1. Exit Grooveshark Desktop.

    2. Uninstall the Grooveshark application.

    3. Run the Adobe Air Uninstaller application.

    4. Delete the AIR file in the Adobe folder from your computer.

    5. Delete the Grooveshark Desktop folder from your computer.

    6. Download and run Adobe Air.

    7. Exit and restart your Internet browser.

    8. Download and reinstall the Desktop Application here.

    9. Reopen the Grooveshark Desktop application and if you are still encountering issues, please email us at support@grooveshark.com.

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  • Grooveshark Refund Policy

    Grooveshark Plus and Grooveshark Anywhere subscriptions are final and non-refundable, except in our sole and absolute discretion. We reserve the right to suspend or remove any Grooveshark membership at any time or for any reason. If, for some reason, your account is suspended or deleted, you will be provided notification but you will lose and forfeit the remaining time on your subscription.

    If you have signed up for an automatically-renewing subscription, you will have the ability to cancel any future renewals. If you have questions, feel free to contact us using this quick form.

    It is your sole and absolute responsibility to maintain the confidentiality and integrity of your username and password, and understand that Escape Media Group, Inc. holds no responsibility for any damage or incidence relating to the mistreatment or misuse of your account.

    Please note: Payments for premium subscriptions are processed by third party service provider(s). In addition to these Terms of Service, subscription transactions may be subject to such service provider’s terms & conditions and privacy policy.

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  • Upload Restrictions

    In order to protect our users and maintain DMCA compliance, we are required to remove upload privileges from a user if any of the content they upload is removed via a DMCA takedown request.  

    Unfortunately, it is not legally possible for us to reinstate upload privileges after they have been removed.  We apologize for the inconvenience.  You can find more information about Grooveshark's DMCA compliance here.

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  • Audio Format and Bit Rate on Grooveshark

    All music upload by users to Grooveshark is transcoded into an MP3 file with a minimum bit rate of 128 kbps.

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  • Grooveshark and Javascript

    Grooveshark requires Javascript to run. Please enable Javascript by following the steps below:
     
    Firefox (Windows)

    1. From the Tools menu, click Options.

    2. Click the Content tab.

    3. Check the box next to Enable JavaScript.

    4. Click OK.
     
    Firefox (Mac)

    1. In your browser's Firefox menu, click Preferences.

    2. Click the Content tab.

    3. Check the box next to Enable JavaScript.

    4. Click OK.
     
    Google Chrome (Mac)

    1. In your browser's Chrome menu, click Preferences.

    2. Click the tab Under the Hood.

    3. Select "Allow All Sites to run Javascript" from the Javascript section.


    Internet Explorer 7+
     
    1. In your browser's Tools menu, click Internet Options.

    2. Click the Security tab.

    3. Click the Custom Level button.

    4. Scroll down until you find the section called Scripting.

    5. In the Scripting section, click the Enable button under Active Scripting.

    6. Click OK, then OK again.

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  • Grooveshark System Requirements

    Grooveshark requires a minimum of Adobe Flash 9 in order to run.

    The hardware requirements are as follows:

    1 GHz Processor

    100 MB free RAM

    1024 x 768 minimum resolution

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  • Inability to access Grooveshark from Germany

    Due to the excessive cost of operation, Grooveshark discontinued access from Germany on January 18, 2012. 

    Feel free to write to us if you have any questions. If you are a premium subscriber, please contact our billing team to arrange a refund for any time remaining on your subscription.
     
    If you'd like to help lower the cost of operation for services like Grooveshark, you can contact GEMA:
     
    Email: gema@gema.de
     
    Postal Mail:
    Bayreuther Straße 37
    10787 Berlin
    Postfach 30 12 40
    10722 Berlin
     
    Telephone:
    +49 30 21245-00

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  • Videos Not Working

    We're sorry to hear that you are experiencing problems with the videos. Check out the short list below of possible causes and solutions.


    CAN YOU ACCESS YOUTUBE?
    If access to YouTube is blocked on the network that you are currently connected from, that would explain why videos may not load initially. If YouTube is blocked, our video window should recognize the video has not loaded and reload a new, non-YouTube video within 10 seconds so that you can get back to jamming.

    DO YOU HAVE ANY AD BLOCKERS?
    Ad blockers can conflict with video display and performance. If you have any ad-blocking software or browser extensions installed and enabled while you are using Grooveshark, try disabling to see if that resolves the issue.

    DOES THE VIDEO PLAY AFTER EVERY SONG?
    If you are being prompted to view a video more than once in a four-hour period, please try clearing your cache and restarting the browser. If the problem persists, we believe the issue you are experiencing is a bug and we would love to get it fixed as soon as possible -- please email us so we can investigate the issue further.

    VIDEO WORKS FINE, BUT YOU WANT TO KNOW WHAT ARTIST YOU WATCHED?
    You can see all the music videos in our Explore section under videos!


    If none of that helped to resolve your issue, please email us so we can take a closer look at the problem -- we're always happy to troubleshoot any potential issues you may be having with the site.

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Contact Us

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