Troubleshooting

What to do when a file won't open, Reflow makes no sound, the unlock isn't there, or a save fails.

Available on iPad, iPhone and Mac.

A file won't open

When Reflow says Failed to open document, or a file does nothing:

• Is it a format Reflow opens? Reflow, Guitar Pro 3 to 5 and 7 and later, MusicXML and MIDI (the list is in Importing). Guitar Pro 6 files (.gpx) don’t open: save them as .gp or .gp5 in Guitar Pro.
• Is the file all there? A file in iCloud Drive or another cloud service may not be downloaded yet: open the folder in Filesthe Finder, wait for the file to download, then open it again.
• Is its name the right one? Reflow tells a file’s format by its extension: a Guitar Pro file renamed without its .gp or .gp5 doesn’t open as one. Put the extension back.
• Sent from another app? Choose Share › Reflow again: on a first launch the file can take a moment to arrive. Opened from another app? Use File › Open… in Reflow instead.

If it still won’t open, write to us with the file attached (below): we will tell you what is wrong with it.

No sound

• The volume: the device’s own, then Output Volume in Reflow’s Settings › Audio.
• The track: a track muted in the tracks column plays nothing, and a soloed track silences the others. Look for a lit M or S.
• Headphones and speakers: Reflow plays even with the iPhone’s ring switch on silent; check where the sound goes, Bluetooth headphones still connected say, in Control Center.check where the sound goes in System Settings › Sound › Output.
• The instruments: in Settings › Audio › SoundFont, choose GeneralUser GS; on a device short of memory, the larger SoundFont may not load.

The unlock isn't there

The unlock is tied to the Apple Account you bought it with:

1. Check you are signed in to the App Store with that account.
2. Open the unlock’s sheet and choose Restore, at its foot (see Restoring a purchase).
3. Quit Reflow and open it again.

Couldn't save the document

When Reflow says Couldn’t save the document, your changes are still in the open score:

• Try Again, after freeing some space on the device or reconnecting to the network for a cloud folder.
• Save a Copy… saves the score as a new Reflow file wherever you pick; the original stays where it is.
• Keep Editing closes the message and leaves the score open.

Write to us

Write to us at [email protected]: say what you did, what Reflow did, your device and your version of Reflow, and attach the score when it’s about one.