Troubleshooting & FAQ
This guide covers what actually goes wrong with The Ultimate Piano: no sound, a MIDI keyboard that is not recognised, notes arriving late, a display that looks off. Most of it comes down to the browser rather than the app, and nearly every case here has a one-line fix. If yours is not listed, reloading the page or clearing the cache settles a good share of the rest.
Many issues relate to browser support for the Web MIDI API — fully supported in Chrome, Edge, and Opera. Firefox has experimental support (requires a permission prompt). Safari does not support MIDI; on iPad and Mac, the free MIDIWeb Browser passes your keyboard through to the web instead.
On this page
Troubleshooting Audio Issues
No sound when playing keys
Possible causes and solutions:
1. Browser autoplay policy – Modern browsers block audio until you interact with the page.
- Click anywhere on the page first, then try playing
- Click the audio/speaker icon in the header to ensure audio is enabled
2. Audio is muted – Check the speaker icon in the top header bar.
- If the icon shows a crossed-out speaker, click it to unmute
3. System volume – Check your computer/device volume settings.
- Ensure volume is not muted at the system level
- Check that the correct audio output device is selected
4. Audio still loading – Piano samples may still be loading.
- Wait a few seconds after page load
- Check for a loading indicator
Audio has noticeable delay (latency)
Some delay between pressing a key and hearing sound is normal in web browsers (typically 25-35ms). For lower latency options:
- Use your keyboard's built-in sound – Mute app audio and use your MIDI keyboard's speakers
- Use a DAW with ASIO – Route MIDI through a virtual cable to professional audio software
See Optimizing Audio Latency for detailed setup instructions.
Piano samples fail to load
- Check your internet connection – Samples are loaded from the server
- Disable ad blockers – Some blockers interfere with audio file loading
- Try a different browser – Chrome or Edge typically work best
- Clear browser cache – Cached corrupted files may cause issues
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MIDI Issues
MIDI keyboard not detected
Browser requirements:
Note: Firefox shows a permission dialog to install a "site permission add-on" on first MIDI access. Follow the prompts to enable MIDI.
Important: Web MIDI API requires HTTPS or localhost. If accessing over plain HTTP, MIDI will not work.
Troubleshooting steps:
1. Check the connection – Ensure the cable or MIDI interface is securely connected
2. Refresh the page – MIDI devices are detected on page load
3. Grant permission – If prompted, allow MIDI access in your browser
4. Firefox users – Accept the "site permission add-on" prompt when shown
5. Check Settings → MIDI – Verify your device appears in the device list
6. Try a different USB port – Some ports may have connection issues
7. Restart your keyboard – Turn it off and on, then refresh the page
MIDI device shows "Disconnected"
- The keyboard was unplugged or turned off
- Reconnect the keyboard and refresh the page
- The yellow warning indicator (🟡) in Settings shows connection issues
MIDI keyboard plays but no sound
1. Check that audio is not muted – Speaker icon in the header
2. Verify velocity settings – Some keyboards send very low velocity values
3. Check the keyboard's MIDI channel – The Ultimate Piano responds to all channels
MIDI permission denied
Your browser blocked MIDI access. To fix:
1. Click the lock/info icon in the browser address bar
2. Find "MIDI" in the permissions list
3. Change to "Allow"
4. Refresh the page
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Account & Login Issues
Cannot log in
- Check your email and password – Ensure correct spelling
- Password forgotten – Click "Forgot Password" on the login screen
- Account not verified – Check your email for the confirmation link
- Too many attempts – Wait a few minutes before trying again
Email confirmation not received
- Check spam/junk folder – Confirmation emails sometimes get filtered
- Wait a few minutes – Email delivery can take time
- Resend confirmation – Click "Resend" on the verification screen
- Check email address – Ensure you entered it correctly during registration
Password reset email not arriving
- Check your spam folder
- Ensure you're using the correct email address
- Wait 5-10 minutes before requesting again
- Contact support if the issue persists
Settings not syncing across devices
- Ensure you're logged into the same account on all devices
- Refresh the page to fetch latest settings
- Check your internet connection
- Log out and log back in to force a sync
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Display & Layout Issues
Keys appear too small or too large
- Resize your browser window – The keyboard adapts to available space
- Check zoom level – Press Ctrl+0 (Cmd+0 on Mac) to reset zoom to 100%
- Adjust display range – Settings → Display → Keys section
Score notation not showing
- Enable score display – Settings → Display → Score → Show Score (see Score for all options)
- Play some notes – The score appears after you play
- Check browser performance – Score rendering requires processing power
Elements misaligned after resize
- Refresh the page after significant window resizing
- This is a known issue that sometimes occurs with complex layouts
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Tablet & Touch Issues
Screen shows "Rotate your device"
The Ultimate Piano requires landscape orientation on tablets to display the full keyboard width. Simply rotate your tablet to landscape mode. (Phones are not supported — on a phone the app shows a notice asking you to switch to a tablet or computer.)
Touch response feels delayed
- Touch latency on tablets is typically higher than desktop
- For serious practice, consider using a desktop/laptop with a MIDI keyboard
- Ensure no other apps are running in the background
Keyboard doesn't fit on screen
- Rotate to landscape mode
- Use a tablet in landscape, or a desktop/laptop for the best experience
- Reduce the display range in Settings → Display → Keys
Browser UI covers the keyboard
- Use fullscreen mode (usually swipe up on the address bar)
- On iOS Safari, tap the "aA" button and select "Hide Toolbar"
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Player Issues
MIDI file won't load
- Check file format – Only standard .mid and .midi files are supported
- File may be corrupted – Try a different MIDI file
- File too large – Very large MIDI files may fail to load
YouTube video not loading
- Check the URL – Ensure it's a valid YouTube link
- Video unavailable – Some videos are region-restricted or removed
- Ad blocker interference – Try disabling ad blockers temporarily
Audio file won't play
- Supported formats – MP3, WAV, OGG, FLAC, M4A, AAC, AIFF, MP4
- File too large – Very large audio files may cause issues
- Codec issues – Try converting to a different format
Playback out of sync
- Adjust playback speed – Slow down to match your playing
- Use the timeline – Click to jump to specific positions
- Check system performance – Close unnecessary applications
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Performance Issues
App is slow or laggy
1. Close other browser tabs – Free up memory and CPU
2. Disable browser extensions – Some extensions impact performance
3. Use hardware acceleration – Enable in browser settings
4. Try a different browser – Chrome typically offers best performance
5. Check device resources – Ensure sufficient RAM and CPU available
Falling notes animation stutters
- Reduce browser window size
- Close other applications
- Disable score display if not needed
- Check for overheating (especially on laptops)
High CPU usage
- This is normal during complex visualizations
- Close the app when not in use
- Disable animations you don't need
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Frequently Asked Questions
How do I start troubleshooting common issues?
*Firefox requires installing a site permission add-on on first MIDI use.
**On iPad and Mac, the free MIDIWeb Browser adds MIDI support.
Recommendation: Use Chrome or Edge for the smoothest experience. Firefox works well but has an extra step for MIDI. Safari does not support MIDI keyboards — on iPad and Mac, the free MIDIWeb Browser does.
Can I use The Ultimate Piano offline?
Currently, The Ultimate Piano requires an internet connection to:
- Load piano samples
- Sync settings
- Access Practice Hub content
An offline mode is not available at this time.
Does it work on iPad/iPhone?
On iPad yes, on iPhone no. The app needs a tablet-sized screen or larger, so it runs on iPad and Android tablets:
- Landscape required – Portrait mode shows a rotate hint
- Touch play – Use the virtual keys on screen
- MIDI keyboards need a special browser – Safari, Chrome and Firefox on iPadOS all run on WebKit, which has no Web MIDI API, so switching between them doesn't help. The free MIDIWeb Browser passes your MIDI keyboard through to the web: install it, open The Ultimate Piano in it, and your keyboard is detected — signing in works there too. Our thanks to 5of12 for building it.
Phones are too small — on a phone the app shows a notice asking you to switch to a tablet or computer. On a desktop or laptop, Chrome, Edge and Opera support MIDI keyboards directly.
Do I need an account?
No. You can use The Ultimate Piano without an account — your settings are saved in your browser. An account adds cloud sync of settings and library across devices. See Account for details.
How do I cancel my Premium subscription?
See License & Subscription for instructions on managing and canceling your subscription through Paddle.
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New to The Ultimate Piano? Start with the Getting Started guide.
Still Need Help?
If your issue isn't covered here:
1. Refresh the page – Many issues resolve with a simple refresh
2. Clear browser cache – Remove potentially corrupted cached data
3. Try incognito/private mode – Rules out extension conflicts
4. Update your browser – Ensure you're on the latest version
For additional support, check the documentation sections or contact support through the app.
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