Audio guides troubleshooting

If you have ordered an audio guide, your download link will be in an email along with your admission ticket.

We recommend downloading our guides onto your device before you arrive on site, as many are remote and have poor connectivity. Once you have been able to download the tour, the content may only stay cached to your device for a week or two, so double check before you visit.

Please note that guides are not designed to work on tablets, including Kindles and iPads.

When trying to download our audio guides, please check that you are using the correct browser.

• Android users should access the app through Google Chrome

• iPhone users should access the app through Safari

Once you have located the correct browser, please clear your cache and try downloading the tour again.

Android users: You can install the application onto your phone using the button displayed on the screen. This button will be greyed out if you already have the tour installed or if you are not using Google Chrome.

iOS users: To download the tour you must open the page in Safari. You can then save the page as a bookmark on your home screen. Use the browser's share button and tap ‘add to home screen’. This will save the page as a bookmark on your home screen. You can then open the app through this bookmark.

Please ensure you are not using a Virtual Private Network (VPN) whilst downloading or accessing the tour, as this will dramatically reduce the capacity for downloading files at certain sites.

After following the relevant steps, please open the app right away and select the required language. The content will be downloaded and cached to your phone, allowing you to enjoy the tour at your leisure.

Once the tour is downloaded, you should not need WiFi, 4/5G or a mobile signal to be able to use it on site.

The ‘Share’ button referenced in the instructions is usually found on the bar at the bottom of the browser, below the web address. 

Occasionally, it can appear beside the web address at the top of the screen.

On iOS 26 and above, the share button has been moved to a submenu,  this can be accessed by pressing the three dot submenu button at the bottom right of Safari.

iPhone users need to click on the share button, then press ‘Add to Home Screen’. 

If your audio stops working, please check you are using the correct browser. You may need to clear your cache and try downloading again.

If you are still experiencing difficulties, please get in touch with interpretation@hes.scot 

Our team will assist your further, or forward your query to the audio guide contractor. When getting in touch, please provide your phone make, model and operating system.