Content issues and playback problems

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Content issues and playback problems

If content is missing, buffering, failing to play, or not appearing correctly, the issue may be related to the platform, device, account, or source content.

Common problems

Examples include:

  • A movie or show is missing
  • Playback fails or buffers
  • Subtitles do not work correctly
  • Audio or video is out of sync
  • The wrong version of content appears
  • New content is delayed

What to check first

  1. Confirm that your service is active
  2. Refresh the app or browser
  3. Try another device
  4. Check whether the issue affects one title or many
  5. Confirm whether the issue happens on Plex, Emby, or Jellyfin

Possible causes

  • Metadata has not updated yet
  • Playback quality is set too high for the connection
  • Device compatibility issue
  • Subtitle format issue
  • Temporary content processing delay
  • Server-side issue

What to include in a support ticket

Please include:

  • The platform you are using
  • The device used
  • The title affected
  • A screenshot if possible
  • Whether the issue affects all content or only specific titles

The more specific your report is, the faster the issue can be reviewed.

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