AllPlayer
Get setup and troubleshooting help for local playback, NAS and media servers, cloud drives, streams, remote access, casting, and cross-device features.
Before contacting us
Include the device model, iOS, iPadOS, macOS, tvOS, visionOS, or watchOS version, and your AllPlayer version.
Tell us whether the media is on your device, in Photos, on a NAS or media server, in a cloud drive, or from a video link. Include the service name and whether you use Tailscale for remote access.
Share steps to reproduce, screenshots, visible errors, media format, decoder choice, server type, and whether the same source works on another device.
Confirm the file is not damaged and that AllPlayer has permission to access the selected file or Photos item. Try both the system and built-in decoder where available. For a file that still will not play, tell us its format, such as MKV or ISO, and what happens when you open it. Include any file details you know.
Check the server address, port, path, username, password, sharing permissions, and firewall. Confirm that the playback device can reach the server network. The connection assistant can discover compatible sources and generate a report you can review before sharing.
Confirm the provider is available, complete its authorization page, and try signing in again if the sign-in has expired. For Baidu Netdisk or Quark Netdisk, also check account-side playback and download restrictions. See the home page for supported cloud drives and NAS services.
Check that Tailscale is enabled in AllPlayer and that the connection is authorized. Make sure the device you want to reach is online in the same Tailscale network. Use the address shown for that device in Tailscale, and confirm its file-sharing or media service is running.
Use the network tools to test both the current internet connection and the selected server's real download speed. Try a lower stream quality, move closer to Wi-Fi, or compare local-network and remote access. Speed tests are diagnostic only and cannot improve source bandwidth.
HLS, m3u8, live, and web video links depend on source availability, authorization, and network quality. Re-add an expired link, select another available quality, and ensure enough local storage is free. Some services or stream formats restrict caching.
Multi-stream playback supports up to four streams in five layouts and requires Pro access through a purchase or an active trial. For online subtitles, confirm your OpenSubtitles sign-in and network connection; external subtitle matching also depends on the selected media and filename.
Keep sender and receiver on a reachable network, allow local-network access, and confirm the receiving feature is enabled. DLNA / UPnP receiving and AirPlay sending vary with the source format; AirPlay receiving is limited to supported iPhone and Mac configurations.
Use the same Apple Account where required, enable iCloud and Bluetooth or local-network permissions, and keep the companion devices nearby and updated. Apple Watch browsing and playback control communicate with the paired iPhone; Apple TV QR setup requires both devices to reach the same local network.
Confirm the source app shared an accessible file or valid link. Some services issue temporary links, require you to sign in through a browser, or prevent third-party access. Share the item again after signing in and do not attempt to save content you are not authorized to access.
Email your use case, expected behavior, and device details to playersupport.arco@gmail.com. Feature availability can vary by device, operating system, media source, and network conditions.