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Troubleshooting

Direct fixes for common Phyn connection, playback, download, notification, and account issues.
By Joe
• 7 articles

Send useful details to support

Send useful details to support When something goes wrong in Phyn, you do not need to write a long technical report. A short message, a useful screenshot, and an email address support can reply to are usually enough to get the conversation started. Phyn's in-app feedback flow can send your message, optional screenshots, selected feedback type, and app/device details that help support understand what happened. Prefer email? You can also contact us at [email protected]. A short summary and a safe screenshot, when helpful, are enough to get started. Do not include passwords, API keys, tokens, or private server details. Best report: Tell us what you were trying to do, attach a screenshot if the problem is visible, and include an email address so support can get back to you. Settings About & Help section showing Get help/Report Issue Send a report from Settings 1. Open Phyn. 2. Open the account menu. 3. Select Settings. 4. Scroll to About & Help. 5. Select Get help/Report Issue. 6. Choose the feedback type if Phyn asks, such as Bug, Improvement, or Feature Request. 7. Write a short description of the problem. 8. Attach a screenshot if it helps show the issue. 9. Add your email address when prompted so support can reply. 10. Send the report. Feedback form with a safe sample prompt and no private server or account details What to write Keep the message convenient. One or two sentences is fine if they are specific. Helpful examples: - Video stops after I tap Play on one movie. Other movies still play. - Downloads stay queued and never start, even on Wi-Fi. - A button I expected to see is missing from a media page. - The app closes every time I open Settings. If you have time, add one extra detail: - What you tapped before the problem happened. - The exact error message you saw. - Whether it happens every time or only sometimes. - Whether it started after an app, server, or network change. - On Meta Quest, your headset model and whether you were using panel mode or immersive mode. For a 3D picture issue, include the selected format and whether FSBS or HSBS looks better. Keep it short: Screenshots and app details often explain more than a long message. Start with the main problem and support can ask follow-up questions if needed. Add screenshots and an email A screenshot is useful when it shows an error message, a stuck screen, a missing button, or the setting you are asking about. Phyn may also include app and device details with the report, such as app version, platform, operating system, device model, screen size, locale, and selected feedback type. Add your email address if you want support to reply. Without an email address, support may receive the report but have no easy way to contact you for follow-up. Privacy check: Do not attach screenshots that show passwords, API keys, invite links, private server URLs, account tokens, personal library contents, watched history, or downloaded media lists. If a screenshot would help but contains private information, blur or redact the sensitive parts before sending it. If Phyn will not open If Phyn is stuck before you can reach Get help/Report Issue, contact support from outside the app. Include your email address, what you see on screen, and whether the issue started after an app update, server update, login change, or network change. If you can take a screenshot of the stuck screen without revealing private information, include it. A screenshot of a blank screen, loading spinner, crash message, or repeated error is often enough to start troubleshooting. A useful support request gives the team a clear starting point without asking you to write a full bug report. Support can use your message, screenshots, email address, and app details to follow up and narrow down whether the problem is in Phyn, Jellyfin, the device, or the network. Related articles - Fix server connection problems - Fix a failed or stuck download - Fix video playback problems - Find the right Phyn help article

Last updated on Oct 10, 2026

Fix server connection problems

Fix server connection problems Use this article when Phyn cannot add your Jellyfin server, cannot reach a saved server, or shows a server connection error before you can sign in. Connection problems usually come from the server address, network path, Jellyfin availability, reverse proxy settings, VPN state, or local network permission. The fastest fix is to test the same address outside Phyn, then adjust the address or network until the device can reach Jellyfin reliably. Start with the browser test: Open the exact Jellyfin server address in a browser on the same device. If the browser cannot reach Jellyfin, Phyn will not be able to reach it either. Check the server address Your Jellyfin address should include http:// or https://. It may also include a port. Common examples: - http://192.168.1.20:8096 - https://jellyfin.example.com Check for these common mistakes: - Missing http:// or https://. - Wrong port, especially when using a local HTTP address. - Extra spaces before or after the URL. - A reverse-proxy address that works only outside your home network. - A local IP address that works at home but not on mobile data or another Wi-Fi network. - A server URL copied from an admin dashboard that is not reachable from this device. Test local and remote access separately If you are at home, test the local address your server uses on your home network. If you are away from home, test the external address, VPN address, or reverse-proxy address you normally use in Jellyfin Web. | Situation | Address to try | | --- | --- | | You are on the same home network as the server | Local IP or local hostname, such as http://192.168.1.20:8096. | | You are away from home | Public domain, reverse proxy, or VPN address. | | You use a VPN | The address that works after the VPN is connected. | | You use a reverse proxy | The public https:// address configured for Jellyfin. | Do not mix services: A Jellyseerr, Ombi, or dashboard URL is not the same as your Jellyfin server URL. Phyn needs the Jellyfin address for server login. Check whether Jellyfin is running If the address looks correct but still fails, confirm that Jellyfin itself is available. 1. Open Jellyfin Web from a browser. 2. Sign in with the same user if possible. 3. Confirm the Jellyfin home page loads. 4. Try from the same Wi-Fi, VPN, or mobile connection you are using in Phyn. If Jellyfin Web is down, restart Jellyfin or ask the server administrator to check the server. Fix local network discovery issues Phyn may ask for local network access so it can discover Jellyfin servers and Cast-enabled devices on your local network. If local discovery does not work, you can still type the server address manually. If you denied local network access earlier, open your device settings and allow local network access for Phyn. On iOS and macOS, this permission can affect whether local devices appear automatically. Check reverse proxy and HTTPS setups If Jellyfin is behind a reverse proxy, make sure the public address actually points to Jellyfin and not another service. Also check that: - HTTPS certificates are valid. - The proxy forwards Jellyfin traffic correctly. - WebSocket and long-running connections are allowed if your setup requires them. - The address works outside your home network when you are not on Wi-Fi. - The proxy path matches how Jellyfin is configured. If a reverse proxy works in Jellyfin Web but fails only in Phyn, try the direct local address while on the home network. This helps separate a proxy issue from an app issue. Server version or setup wizard errors If Phyn says the server version is too low, update Jellyfin and try again. Phyn expects a modern Jellyfin server API. If Phyn says the setup wizard is not complete, open Jellyfin Web as an administrator and finish the Jellyfin setup wizard. Phyn cannot use a server that has not completed initial Jellyfin setup. If the server worked before but stopped Think about what changed recently: - The server restarted or moved to another IP address. - DNS or reverse proxy settings changed. - A VPN was enabled or disabled. - Your phone moved from Wi-Fi to mobile data. - The Jellyfin server updated or stopped running. - A firewall rule, router rule, or certificate changed. After fixing the server or network, close and reopen Phyn, then try the server again. When to contact support Contact support if the same address works in a browser on the same device but Phyn still cannot connect. Include the platform, whether the address is local or remote, the exact error message, and whether the server works in Jellyfin Web. Do not send private server URLs publicly. Related articles - Connect Phyn to your Jellyfin server - Connect Phyn to your Jellyfin server - Send useful details to support

Last updated on Jul 10, 2026

Troubleshoot in-app notifications

Troubleshoot in-app notifications Use this article when Phyn does not copy a notification URL, your Jellyfin webhook test does not arrive, or notifications stop appearing on one device. Most notification problems come from one of four places: device permission, Phyn account entitlement, the copied webhook URL, or the Jellyfin webhook configuration. Phyn asks you to upgrade Generating notification URLs currently requires Phyn Premium. If selecting Notify all devices or Notify this device opens the purchase screen, upgrade, sign in with the account that owns Premium, or restore purchases before trying again. Where to copy the URL In Phyn, go to Settings, then find Jellyfin Notifications. Select Notify all devices or Notify this device, then select Copy URL in the prompt. Phyn copies the notification URL to your device clipboard. It does not show the full URL on screen. Phyn notification URL prompt showing the Copy URL button Phyn does not copy a URL If this happens, check that: - The device is online. - You are signed in to Phyn. - Phyn has notification permission on the device. - You are using a supported platform for in-app notifications. - You selected Copy URL after choosing Notify all devices or Notify this device. If the same saved URL already exists, Phyn may copy the existing URL instead of generating a new one. That is expected. Device permission: On iOS, macOS, and Android, Phyn may need notification permission before it can finish registering the device for push notifications. Jellyfin test notifications do not arrive If your webhook plugin has a test button but Phyn does not receive anything, check the webhook setup in Jellyfin Web: - The webhook URL was pasted completely, with no missing characters or spaces. - The webhook destination is enabled. - The server can reach the internet address in the notification URL. - The plugin is using the default webhook payload. - At least one supported event type is selected. - The webhook plugin settings were saved after you added the URL. Try copying the URL from Phyn again and replacing the webhook URL in Jellyfin. This helps when the wrong device URL was pasted or an older URL was reused by mistake. Notifications arrive on the wrong device If the notification appears on more devices than expected, you may have used Notify all devices. Use Notify this device when only one device should receive the notification, then update the webhook URL in Jellyfin. If the notification appears on only one device but you expected every signed-in device to receive it, copy a URL from Notify all devices and use that URL in the webhook destination. Notifications used to work but stopped Check whether anything changed recently: - Phyn was reinstalled or signed out. - Notification permission was turned off in system settings. - The Jellyfin webhook plugin was updated, disabled, or removed. - The webhook payload was customized. - The server network, reverse proxy, firewall, or DNS setup changed. After checking those items, copy a fresh notification URL from Phyn and update the webhook destination. When to contact support Contact support if Phyn cannot copy a notification URL after you have confirmed Premium, device permission, and network access. Include a short description, your platform, whether you chose Notify all devices or Notify this device, and a screenshot if there is an error message. Do not share secrets: Do not include the full notification URL in a public message. If support needs it, send a redacted example first. Related articles - Set up Jellyfin in-app notifications - Send useful details to support

Last updated on Jul 10, 2026