Send playback codec details to support

When a video will not play correctly, codec details help support understand whether the issue is the file, the device, Jellyfin transcoding, subtitles, or Phyn playback.

This article explains what to collect before contacting support.

Before you start

Check whether:

• The same item plays in Jellyfin Web.
• Other videos play normally in Phyn.
• Lowering playback quality changes the result.
• Turning off subtitles changes the result.

Collect codec details

1. Open Phyn.
2. Open the movie or episode that has playback problems.
3. Open the item menu.
4. Select Media Info.
5. Note the Video codec, Audio codec, Subtitle codec, Audio channels, Bitrate, and Container values if they are shown.
6. Send those details with a short description of what happens when you press play.

Good report: Include your device platform, the error or behavior you see, whether Jellyfin Web can play the item, and the codec details from Media Info.

Do not include private details

Do not share private server URLs, account tokens, passwords, API keys, or screenshots that expose personal library content unless support specifically asks for a redacted example.

Related articles

• View media codec information
• Fix video playback problems
• Send useful details to support