user: Why doesn't web player ever work when I want it too
agent: Hey Kayla! Can you tell us more about what's happening exactly? We'll see what we can suggest /NS
user: Everything else works, it's just that the music won't play.
agent: Got it. Are you getting any specific error messages? A screenshot would come in handy /NS
user: Nope, nothing.
agent: We appreciate the heads-up. Just to check, what operating system do you have installed on your computer? /MT
user: Of course! It's Chrome OS.
agent: Got it. Could you try clearing your browser's cookies/cache? We'd also suggest using an incognito/private window /MT
user: Just did both of those, and it still doesn't play. It worked fine yesterday.
agent: Hmm, that's odd. Can you try restarting your router? We'd also recommend trying different WiFi connections /MT
user: Restarted it twice already and still nothing. Usually that tends to work. I have no other WiFi connections to connect too.
agent: Could you DM us your account's email address or username? We'll take a look backstage /MT

The customer is complaining that music was not playing. The agent asked for a screenshot regarding the error and asks them to dm account email address or username.
### Instruction: Below is a conversation between a human and an AI agent. Write a summary of the conversation.

### Input:
user: Why doesn't web player ever work when I want it too
agent: Hey Kayla! Can you tell us more about what's happening exactly? We'll see what we can suggest /NS
user: Everything else works, it's just that the music won't play.
agent: Got it. Are you getting any specific error messages? A screenshot would come in handy /NS
user: Nope, nothing.
agent: We appreciate the heads-up. Just to check, what operating system do you have installed on your computer? /MT
user: Of course! It's Chrome OS.
agent: Got it. Could you try clearing your browser's cookies/cache? We'd also suggest using an incognito/private window /MT
user: Just did both of those, and it still doesn't play. It worked fine yesterday.
agent: Hmm, that's odd. Can you try restarting your router? We'd also recommend trying different WiFi connections /MT
user: Restarted it twice already and still nothing. Usually that tends to work. I have no other WiFi connections to connect too.
agent: Could you DM us your account's email address or username? We'll take a look backstage /MT

### Response:
The customer is complaining that music was not playing. The agent asked for a screenshot regarding the error and asks them to dm account email address or username.