Report a playback issue
Use this article when playback still fails after checking the basics and you need to contact support.
A good playback report should be short, specific, and include enough context to reproduce the issue.
What to include
Include:
- The platform you are using, such as iOS, Android, macOS, or Meta Quest.
- Whether the item is a movie, episode, song, Live TV channel, or downloaded item.
- What happens when you try to play it.
- Whether the same item plays in Jellyfin Web.
- Whether other items play in Phyn.
- Any error message you see.
- Media details from
Media Infoif the issue is with a video. - On Meta Quest, your headset model and whether the problem happens in panel mode, immersive mode, or both. For 3D issues, include the selected 3D format and whether switching between FSBS and HSBS changes the picture.
Keep it useful: You do not need to write a long report. A clear sentence, the platform, and the result of a few checks are usually enough to start.
Before contacting support
Try these quick checks:
- Restart Phyn.
- Try another item.
- Confirm Jellyfin Web can play the item.
- Lower playback quality.
- Disable subtitles temporarily if the issue is video-specific.