Reference

Troubleshooting

Fixes for the problems people run into most, grouped by area. If none of these help, contact Support with what you tried.

Voice#

Nobody can hear me#

Check you aren't muted: the microphone button next to your name, and in the call view. Your mic is also muted while you're deafened.
In Settings → Voice & Video, make sure the right Microphone is picked, then click Test Microphone. If the meter doesn't move, Sunflare isn't getting sound from that device.
In a browser, check the site has microphone permission (the padlock or site settings icon by the address bar). If you blocked it, allow it and rejoin the channel.
On Windows and macOS, check the system's own privacy settings allow microphone access for your browser or for Sunflare.
If you use Push to Talk, remember it only works while Sunflare's window is focused. Try switching to voice activity.
With voice activity, lower Input Sensitivity (or turn on automatic adjustment) in case your voice isn't loud enough to trigger it.
A moderator may have server-muted you. Turn your mic back on, or ask.

I can't hear anyone#

Check you aren't deafened (the headphones button).
Check the Speaker picked in Voice & Video, and that its Volume isn't turned down.
Check you haven't muted or turned down that person: right-click them, look at User Volume and Mute.
Check your system volume and output device.

My voice is choppy, robotic, or cuts out#

Usually network: close big downloads or uploads, or move closer to your Wi-Fi router. A wired connection helps a lot.
If the start of each sentence is cut off, lower Input Sensitivity.
If background noise keeps triggering your mic, turn on Noise Suppression or pick Balanced under Voice Processing.

People hear an echo of themselves#

Your microphone is picking up your speakers. Use headphones, or turn on Echo Cancellation (it's on in the Balanced profile).

I got disconnected and saw a notice about another device#

An account can be in one call at a time. Joining voice on another device (or another browser tab) disconnects the first. Leave voice on the device you're not using.

I can't join a voice channel#

It may be full (a user limit). Moderators can still join.
You may not have the Connect permission there, or you may be timed out in that server.

My camera doesn't work#

Close other apps using the camera (video call apps, the system camera app). Many cameras only work in one app at a time.
Pick the right camera in Voice & Video and click Test Video.
Check browser and system camera permissions, as for the microphone.

On macOS, allow Screen Recording for Sunflare (or your browser) in System Settings, Privacy & Security, then restart it.
Some apps protect their windows from capture (for example, video streaming players). Sharing them shows black.
In a browser, sharing a tab usually lets you include its audio; sharing a whole screen or window may not, depending on the browser and system. The desktop app's picker has an audio option.
The Android app can't share its screen.

Video looks blurry or stutters#

For a screen share, lower its Resolution or Frame Rate (Voice & Video, Screen Share card). Higher settings need a lot of upload bandwidth. A camera always sends up to 1080p, so for camera video the fix is usually a faster connection or closing other uploads.

Desktop app#

Flickering, black windows, wrong colors, or crashes#

Turn off Hardware Acceleration in Settings → Advanced and restart Sunflare. Updating your graphics driver also often fixes it.

An update won't install#

Updates install when Sunflare fully quits. Closing the window only hides it to the tray: right-click the tray icon, choose Quit Sunflare, and reopen it. Or use Restart & Install Now in Settings → Updates.

Global keybinds don't work#

Another app has probably claimed the same key combination; Sunflare marks binds the system refused. Pick a different one. Push to talk never works in the background; see Keybinds.

The game overlay doesn't show#

Make sure the Game Overlay module is on and you're in a call.
Switch the game from exclusive fullscreen to borderless or windowed fullscreen.
Don't run the game as administrator.
You may have hidden it with the Toggle Game Overlay keybind.

Streamer Mode keeps turning on#

Automatic detection sees streaming software running. Older desktop versions also counted NVIDIA's always-running overlay, so update the desktop app first. If it still happens, turn off automatic detection in Settings → Streamer Mode. See Streamer Mode.

Installing#

macOS says Sunflare can't be opened#

Right-click Sunflare in Applications, choose Open, and confirm. You only need to do this the first time. See Installing on macOS.

Android won't install the APK#

Allow Install unknown apps for the browser or file manager you opened it from, then try again. Android 8 or newer is required. Or skip the setting and install Sunflare from Google Play instead. If Android says it can't install over the version you already have, uninstall that one first.

Android or Linux is out of date#

The Android APK and the Linux packages don't update themselves yet. Download the latest version from the download page and install it over the old one. The Google Play version of the Android app updates through Google Play.

Rich Presence and activity#

My music isn't showing#

Rich Presence only works in the desktop app and the Android app.
On desktop, make sure Sonar finished downloading after you turned it on.
On Android, grant Notification access.
If the source isn't a known music service (a browser tab, VLC), turn on Scan everything.
Check Hide My Activity is off in Privacy, and that you haven't set a custom status with "Hide music when I have a custom status" on.

My game isn't detected#

Add it by hand, or map its program to the game. See Getting your games recognized.

Servers and messages#

I can't join a server#

The message you see says why. See Why someone can't join.

I can't send messages#

See Why can't I send? The most common causes are a timeout, a locked channel, slowmode, or not having accepted the server rules yet.

My upload failed#

Check the file size against your plan's limit, and that it's no more than 10 files at once.
For emoji, stickers, and sounds, check you have free slots and the file is small enough.
Some uploads are rejected by safety checks.

I'm not getting notifications#

See the checklist in Desktop notifications. The usual causes are your status being Do Not Disturb, the conversation being muted, or a notification level of Only Mentions or Nothing.

Account#

I forgot my password, or I'm locked out#

Click Forgot password? on the login page to get a reset code by email (the account's email must be verified). If that doesn't work for you, use the Support button on the login page and start an Account Recovery request. See Forgot your password?

The reset code doesn't arrive#

Check spam, and wait a few minutes: some email providers delay mail from new senders.
Make sure you typed the username or email exactly.
Codes only go to verified emails. If you never verified yours, use Account Recovery.
You can request a new code once a minute; each one replaces the last.

I lost my 2FA phone#

Sign in with one of your backup codes, then turn 2FA off and on again with your new phone. Without backup codes, contact Support through the login page.

I can't create a bot#

Creating bots needs a Trust Rank of at least Blaze: an account two weeks old that has sent a message.