Start with one affected song. This helps separate a missing file, an unmatched song and an export problem without resetting your library.
1. Check the original file
Find the song in Finder or File Explorer and confirm it opens. Reconnect external drives and download cloud-only files locally. A Spotify playlist or crate entry is song information, not proof that you have the audio.
2. Check the scanned folder
In the desktop app, open Library → Music sources. Confirm that the file’s folder is included. Add it if necessary, then use the folder’s Rescan control (or Sync when changes are shown). Let the scan finish and search in Library → Files.
3. Check the match
Reopen the crate and check the local match for the song. A remix, clean edit or extended version can have different metadata. Review the suggested file before exporting it.
4. Test a small export
Export a few confirmed matches. Compare the track count, then load them in your DJ software. If the file plays outside the app but export still fails, keep the exact error; do not assume your music is at fault.
If the scan or app appears stuck
Note the progress, folder and last action. Do not disconnect a drive during an active file operation. If no operation is running, save your work and try a normal app restart. If it happens again, stop repeating the same steps and contact support.
Avoid destructive resets: do not clear app data, remove databases, delete music folders or empty the recycle bin as a first troubleshooting step.
Still need help?
Reply to your existing support email or contact support. Include the app and DJ-software versions, one example song, its folder, the exact error and what you already tried. Tell us if an upcoming gig makes this time-sensitive. Send what you have; you do not need to diagnose the problem first. Never send passwords, reset links or full payment details.
Steps checked against Crate Hackers 12.0.8 on September 23, 2026.