Playback
The video does not start
- Check that your server is reachable from the device's network.
- Lower Quality in the player. Your device or network may not handle a 4K transcode.
- Check that your server has enough resources to transcode (CPU or GPU).
- Try another Player engine in Settings → Playback (ExoPlayer, MPV, or an automatic mode).
Audio is out of sync
- A non-seamless Match frame rate switch can cause it on some TVs. Turn off Match frame rate or Match resolution in Settings → Playback if it continues.
- Adjust the audio delay in the player's Audio delay panel.
No surround sound, or a pop at the start of DTS or TrueHD
- Check Settings → Playback → Force audio passthrough and the codecs your receiver supports.
- Try HDMI audio priming. It is experimental and fixes a pop at the start on some receivers.
- See Audio and video settings.
Subtitles do not appear
- Select a track in the player's Subtitles menu.
- Image-based subtitles (PGS, DVB, VobSub) are shown on the device. If they do not appear, check that the track is selected and try another Player engine.
- ASS and SSA subtitles are drawn on the device. If that fails, the server can burn them in, which causes a transcode.
- To download subtitles, your Jellyfin server needs a subtitle provider plugin. See Subtitles.
The screen goes black at the start (TV)
This is a non-seamless display mode switch from Match frame rate. It lasts about two seconds. Turn off Match resolution to reduce switches.
Navigation (TV)
Focus is lost or stuck
Press D-pad Left to bring focus back to the sidebar, then D-pad Right to go back to the content. Press Back several times to return to Home.
Back exits the app
On top-level screens (Home, Search…) Back goes to the launcher. This is expected.
Connection
The server shows as unreachable
- Open the server address in a browser on the same network.
- Check that the device is not on a guest Wi-Fi with client isolation.
- Make sure the address works from the device's network. The app stores one address per account.
Certificate error
Self-signed certificates work only if the certificate authority is installed on the device. The app has no switch to ignore certificate errors.
Performance
The app is slow or stutters in menus
- Turn off Animated background in Settings → Appearance.
- Turn off 4K Ultra HD Images if the device has little memory.
- Lower Buffer target or Read-ahead memory in Settings → Playback on devices with little RAM.
Launcher rows are out of date (TV)
Open the app and go to Home to trigger an update. Background updates can be limited by battery optimisation on some devices. See Launcher channels.
Premium and Watch Pass
Premium is not recognised
- Sign in to the same Google (or Amazon) account that bought it, then restart the app. The app checks your purchase on each start and there is no restore button.
- Check the internet connection. If the check cannot reach the network, the app keeps the previous status.
- A Premium bought on Google Play is not recognised in the Amazon-store build, and the other way around.
Watch Pass says Access Restricted
Ask your server admin to add your Jellyfin username to their Watch Pass in JellyWatch Admin, then restart the app. See Watch Pass.
Could not sign in to the request service
Your Jellyfin account must be linked in Seerr. Local Seerr-only accounts are not supported.
Fire TV
The app crashes at launch
Make sure you installed the Fire TV build from the Amazon Appstore, not the Google Play build. Clear the app cache in Fire TV Settings → Applications → Manage Installed Applications → JellyWatch Player → Clear cache.
Sign-in with Google is not available
Fire TV does not support Google sign-in. To sign a Fire TV in from a phone, use Sign in from JellyWatch app on the TV and Connect my TV on the phone.
