Problems and solutions

This section contains a collection of the most commonly appearing problems, together with solutions.

Help - the application does not start!
Question Helium does not start, what I can I do to solve this? Answer There can be several reasons why Helium does not start, the most common reason...
Fri, 5 Jul, 2019 at 6:47 PM
Files that cannot be read or written to
Question I have one or more files that are not properly read, cannot be added to the library or cause a crash when they are used with Helium. What can I do...
Wed, 28 Nov, 2018 at 9:29 AM
Why are my albums split into two parts?
Helium is generally good at identifying which tracks that belongs to one single release, but there are times when an album is split into two (or sometimes m...
Wed, 28 Nov, 2018 at 9:33 AM
Isolating specific problems
Sometimes when a problem occurs it can be difficult to locate the cause.  It can also be hard for us to assist since things like system setup, hardware, op...
Sat, 22 Dec, 2018 at 5:31 PM
Unlocking Helium Premium does not work
When purchasing Helium, you will be sent an email with your user details as well as your license key. If you have not received this email, please be sure t...
Sun, 30 Dec, 2018 at 12:29 PM
I cannot hear any sound
Please check that your output device is properly set from Tools > Options > Player. When plugging in headphones for example, Windows will automatical...
Mon, 25 Feb, 2019 at 10:55 AM
Sending us your database
Sometimes we may be able to better help you with problems in Helium or Helium Streamer if we can look at your database. Find the database To send us yo...
Thu, 11 Apr, 2019 at 9:10 AM