Frame

I cannot connect to Jellyfin

1. Check that the device is connected to the required network.
2. Check the server address, including the port and any path you were given.
3. If it is a local address, connect the device to the same network as the server.
4. Try opening Jellyfin in a browser using that same address.
5. If it does not open there either, contact the person who manages the server.
6. If the server works, return to Frame and try connecting again.

Automatic discovery searches for servers on the local network. If it does not find yours, enter the address manually.

My username or password does not work

Check that you are signing in to the correct server and that you have not added spaces when copying your details. Try the same credentials in Jellyfin through a browser. If they do not work there either, ask the person who manages your account for help.

If Quick Connect is unavailable or is not authorized, sign in with your username and password.

Libraries do not appear or content is missing

• Check that you have selected the correct server and account.
• Check Settings > Manage Libraries and the View hidden libraries option.
• If you see Offline · Downloads only, Frame is only showing saved content. Restore the connection and use Retry connection when it appears.
• Check in Jellyfin that your account has access to the library you are looking for.

If the library is also empty in Jellyfin, the person who manages the server will need to check the content or your permissions.

I cannot search for a title

Global search is in development. Open the library and use Catalog, sorting by name, or Genres to find it.

I cannot open an FTP or SFTP folder

1. Check the connection type, address, port, and your credentials.
2. Check the Initial remote path. A path that does not exist or that you do not have permission to access may prevent files from appearing.
3. Use the file explorer's refresh button or Retry.
4. Ask the person who manages the server to confirm that your account can open that folder and its videos.

A folder that appears empty may not contain videos that Frame can display. FTP and SFTP connections do not offer the Jellyfin catalog.

The video keeps stopping or takes a long time to start

1. Check the stability of your connection and use Wi-Fi if possible.
2. In Jellyfin, open Configuration > Video Quality and try a lower quality.
3. If the problem began after reducing quality, try Direct Play: the server may be unable to prepare the requested version.
4. Try another video to find out whether the problem affects a specific title.

If you use FTP or SFTP, the server does not adjust quality as Jellyfin does. Try a more stable connection or a less demanding file.

Frame crashes or the video has picture problems

Open Settings, disable Hardware Acceleration, and try playing the video again. If you changed Transcoding Codec, restore the previous selection. Also check whether the issue occurs with other titles.

There is no audio or it is not in the expected language

Check the device's volume and audio output, including headphones or Bluetooth devices. In the player, open Configuration > Audio and select another available track.

If the language you need does not appear, that video may not include it.

Subtitles do not appear or are not read aloud

1. Open Configuration > Subtitles in the player and check that they are not turned off.
2. Select another track if several are available.
3. To hear them, enable Settings > Subtitle Reading (TTS) and your screen reader.
4. Remember that reading requires available text. Subtitles that are only part of the image are not announced.

The intro is not skipped or the next episode does not start

Check Skip Intro / Credits and Autoplay next episode in Settings. Intro skipping requires the server to identify the segments. The next episode must be available and accessible to your account.

A download is not progressing

• Waiting for WiFi: connect the device to Wi-Fi. Automatic downloads always require it.
• Waiting for connection: restore the network connection.
• Paused: open My Downloads and use the resume action.
• Download failed: check the connection, free storage, and access to the server; then press Retry.
• Waiting for server response or Waiting for more data from the server for a long time: check whether you can play content from the same server and try again.

In My Downloads, use Refresh downloads to check the status. If the failure only occurs at a reduced quality, try Original / Direct, provided you have enough storage.

I cannot watch a video offline

Open My Downloads and confirm that the item has finished downloading. Queued, paused, or incomplete items are not ready for offline playback yet.

Also check that you are using the server and account with which you saved the content. If the file was deleted from the device, you will need to download it again while connected.

Keyboard shortcuts do not respond

Close any open dialogs and return focus to the player. If you use a screen reader, check that it is sending keys to the application. See Accessibility and keyboard navigation for the list of shortcuts.

Preparing information to request help

If the problem continues, make a note of:

• The Frame version shown in Settings.
• Your device and Windows or Android version.
• The connection type: Jellyfin, FTP, or SFTP.
• The steps that cause the problem and the message that appears.
• Whether it affects all videos or only some.

If you need a record of what happened:

1. Open Settings > Developer Options.
2. Turn on Enable Logging.
3. Repeat the steps that cause the problem.
4. Return to Settings and use Share Logs to get the log and send it through the support channel you are using.

Avoid including passwords in the problem description. You can disable logging once you finish gathering the information.