Troubleshooting

Find the sentence your screen shows on this page, with your browser’s find or the docs search. Where a message names your source, this page writes it as Source.

When a source fails on Home, Browse or a title’s page, Yonto shows a heading and a line under it, then Retry. Where Yonto can fix the problem itself, a second button comes first: Log in, Edit source, Install plugin, Open repo or Verify. In the Add source form, Test connection shows the same two sentences on one line.

A source won’t load

“You’re offline”

Home says this beside your source when this device has no network. Until it has one, Home can only show what it saved from your source before, and pictures that weren’t saved are missing. Reconnect the device to Wi-Fi or Ethernet: the line goes away, the pictures load, and a Home that couldn’t load tries again by itself.

“Can’t reach Source”

With “Check this device’s network connection, then try again.”

The source did not answer at all. Check that this device is online and that the server is running, then choose Retry. If both are fine, check the source’s address under Settings, Sources: a server address that has changed, or that only works at home, gives this message too. Yonto also says this when it refused to send a request to an address the source may not reach. So if this device is online and the address is right, the source’s plugin may be asking for an address it isn’t allowed to reach: look for a newer version of it under Settings, Plugins, or tell whoever made it.

“Source couldn’t load”

The source answered, but with an error. The line under the heading is the source’s own sentence, which says why; What a source says lists them.

“Source’s plugin got stuck”

With “Yonto stopped it rather than wait forever. Try again later, or look for a newer version of the plugin or of the app.”

The plugin that reads this source never finished, so Yonto stopped it. Your network is not the problem. Try again later, update Yonto from Settings, About, and look for a newer version of the plugin under Settings, Plugins.

With “Log in again from Settings.”, or the source’s own sentence.

Choose Log in, or log in again on the source’s page under Settings, Sources.

“Source refused access”

With “Check its details by editing the source in Settings.”, or the source’s own sentence.

The server turned down the username, password, key or token the source has. Go to Settings, Sources, choose the source, then Edit, and correct them. For Jellyfin and Emby the line says which: “Check the username and password by editing the source in Settings.” or “Check the API key and user id by editing the source in Settings.” “Check this account’s permissions on the server.” means the login works but the account may not see this library; change that on the server.

With “Check the details above, then try again.”, or the source’s own sentence.

You see this in the Add source form. Correct the username and password, or the key, above it, and choose Test connection again. For Jellyfin and Emby the line is one of the two under “Source refused access”, which also mean the fields above.

“Log in to Source at site”

The source needs a login and this device has none, or you logged out. Choose Log in. If the line under it says “This plugin now reaches other sites, so log in again”, the plugin was updated to reach more sites, so Yonto dropped the old login for safety.

“Source needs attention”

With one of:

“Its address isn’t a valid URL. Edit the source in Settings.”
“Something this source needs is missing. Edit the source in Settings.”
The source’s own sentence, saying which field is wrong.

Choose Edit source, fix the field, then Save. A source that is a plugin has no form and no button: look for a newer version of the plugin, or tell whoever made it.

“Source needs its plugin”

With “This source comes from a plugin this device doesn’t have. Install it in Settings, then try again.”

Choose Install plugin. It opens Settings, Plugins, or the repo the source came from, where you can install it again. Installing a plugin needs Pro.

“Source can’t run its plugin”

With “The plugin is on this device but Yonto can’t run it. It may need a newer version of the app.”

Update Yonto from Settings, About.

“Source needs a browser check at site first”

With “site is asking for proof that a person is visiting. The check has to be passed in a browser on this device.”

Choose Verify. A browser opens at that site on this device; pass its check, and Yonto comes back by itself.

“Source needs your OK”

With “This source comes from a repo that needs your OK before it can load. Open Settings › Repos, then this repo, to review and allow it.”

Choose Open repo, read what the repo asks for, and allow it if you trust it.

“Source is turned off”

With “Turn it on in Settings, then try again.”

Go to Settings, Sources, choose the source, then Turn on. A source that says “Off · needs Pro” was turned off because Free has one source of your own; see Pro.

“The source this was watched on is gone”

With “It was deleted, so there is nowhere left to open this from. Remove it from History, or look for it on another source.”

The History entry belongs to a source you deleted. Remove it from History, or search for the title on another source.

“Not found”

With “The source no longer has this.”

The server removed the title. Search for it again, on this source or another.

“Something went wrong”

With “Try again. If it keeps happening, the fault is in the app, not the source.”

Choose Retry. If it keeps happening, write to us: this is a fault in Yonto.

What a source says

Under “Source couldn’t load”, “Source refused access” or “Source needs attention”, the line is the source’s own. These sentences are in English whatever language Yonto is in.

Jellyfin and Emby

“The server did not answer.” (Emby): check the server is running and the Server URL is right.
“The server answered with an error.”: the server failed. Try again later, and look at the server’s own log.
“The server answered with a page that is not the media server: check the server URL.”: the address reaches some other web page. Correct the Server URL, including the port.
“Signing in failed: the server answered with an error.”, or “Signing in failed: the server accepted the sign-in but sent back no session.”: the server failed while signing in. Try again later, and look at the server’s log.
“This source has no credentials: fill in a username and password, or an API key and user id.”: edit the source and fill them in.
“This source has an API key but no user id: fill that in, or use a username and password instead.”: edit the source and add the User id, or use a username and password.

Plex

“Log in to Plex, or type your own server’s address, by editing the source in Settings.”: edit the source and choose Log in next to Account, or enter your server’s URL.
“The list of your Plex servers could not be read.”: plex.tv did not answer. Check this device is online, and try again.
“No Plex server is shared with this account. For your own server, add its address and token by editing the source in Settings.”: the account you logged in with has no server. Log in with the account that owns or shares the server, or enter your server’s URL and token.
“The server did not answer. Check it is running and on this network.”: check the server is on, and this device reaches it.
“None of the server’s addresses answered.”: the server Plex knows about did not answer at any of its addresses. Check it is running, or enter an address this device reaches.
“The server refused this login. Try again in a minute.”
“The server refused the token. Check it by editing the source in Settings.”, or “The server asks for a Plex token. Add one by editing the source in Settings.”: edit the source and correct the Plex token.
“The server URL cannot be used. Check it by editing the source in Settings.”, or “The server redirected too far. Check the server URL by editing the source in Settings.”: correct the URL.
“The server sent this request somewhere it may not go.”: the server redirected to an address the source may not reach. Check the server’s own address settings.
“The server answered with something that is not a Plex library.”: the address reaches something else. Correct the URL.
“The server answered with an error.”: try again later, and look at the server’s log.
“This search cannot be sent. Try different words.”
“The server has no playable file for this title.”

MacCMS

“Can’t reach this catalog right now. Try again later.”
“This catalog returned nothing this time. Try again later.”
“This catalog refused access. Try another catalog.”: there is no login for a MacCMS catalog, so nothing in Yonto changes this.
“This catalog answered with something that can’t be read. Try another catalog.”: check the API address and API format (JSON or XML) first.
“This catalog doesn’t have search. Try another catalog.”: turn off Supports search for this source, or search another one.
“This search can’t be sent. Try different words.”
“The API address must start with http:// or https://.”, or “The API address can’t be used. Check it.”: correct the API address.
“This catalog points at an address Yonto won’t connect to. Check its API address.”, or “This catalog’s redirects lead nowhere. Check its API address.”
“This address is a repo of many sites, not a single MacCMS API. Add it under Repos instead.”: add it under Settings, Repos, Add a repo. See Plugins and repos.
“Title has nothing to play.”: the catalog lists the title with no way to play it. Try another source.

XPTV

An XPTV source is a small program Yonto downloads from the source’s Program address when it opens.

“Can’t download this source’s program right now. Try again later.”: the program couldn’t be downloaded: its address didn’t answer, or answered with an error or nothing. Try again later, or another source.
“This source’s program is too large to load.”: waiting won’t change this one. Try another source.
“This source’s program won’t run. It may be out of date.”: the program failed, usually because the site it reads has changed. Try another source.
“This source’s website isn’t available right now. Try again later.”
“This source has no categories to browse. Use search instead.”: the source works, it only searches.
“This source doesn’t have search. Try another source.”
“This source gave no address to play.”: try another line, or another source.
“The program address isn’t a full http(s) address. Check it.”: correct the Program address.
‘“Title” has nothing to play.’: the source lists the title with no way to play it. Try another source.
‘“Title” can’t be played in this version yet, only browsed.’: the title only has links Yonto can’t play yet. Try another source.

Adding a source

These show in the Add source form, under Test connection or Save.

“Connected successfully”: the source works. Choose Save.
“Fill in all fields first”, or “Fill in field first”: a field the source needs is empty.
“Enter a full address, like https://example.com:8096”, or “field needs a full address, like https://example.com:8096”: include http:// or https://, and the port if your server has one.
“This build doesn’t carry the plugin this source was set up with (plugin)”: the source’s plugin is not on this device. Install the plugin, or delete the source and add it again.

Playing

When a title will not play, the player says “Playback failed” with one of the lines below, and Retry, unless a line says otherwise. After about 10 seconds of loading it says “Still connecting…”; after 45 it gives up. The code in brackets at the end of a line is for a report to us; you don’t need it otherwise.

“Check your internet connection and try again. (code)”: the stream stopped arriving. Check the device’s network, then Retry.
“The stream isn’t responding. Try again, or another line from the title’s page.”: the stream’s server accepted the connection and sent nothing. Go back and pick another line, if the title has more than one.
“Playback got stuck. Try again, or another line from the title’s page. (code)”
“This source couldn’t work out where this episode plays from. Try again, or another line from the title’s page.”: the source could not turn the episode into a stream. The line can also be the source’s own sentence.
“This title isn’t available right now. (code)”: the stream’s server refused it or no longer has it. Try another line, or later.
“This device couldn’t play this video. (code)”: this device cannot decode the video’s format. Try another line or quality if the title has one; nothing on this device changes it.
“This stream is served over plain HTTP, which this device doesn’t allow. (code)”: this device refuses unencrypted streams. Try another line.
“This video’s server wants details the source only lets Yonto send to the sites it names, and this server isn’t one of them. (code)”: the source’s plugin keeps its login details from that server. Try another line, and tell whoever made the plugin.
“This app can’t play this option yet.”: this one shows under the title’s name with a Details button instead. Choose it and pick another option.
“This source answered with no address to play.”: the source’s fault. Try another line, or another source.
“Source is turned off. Turn it on in Settings, then try again.”
“The source this was watched on has been deleted.”

Plugins and repos

These show under Settings, Plugins, Install from URL, and under Settings, Repos, Add a repo.

“That is not a web address”: paste the whole address, starting with https://.
“Couldn’t fetch it”: the address did not answer. Check it and that this device is online.
“That file is too big to be a plugin”, “That file is not a plugin bundle”: the address is not a plugin. Check it with whoever gave it to you.
“This build can’t run that plugin”: the plugin’s file is not one Yonto can read.
“That plugin needs a newer Yonto. This build runs plugins up to contract n”: update Yonto from Settings, About, then install again.
“That list can’t be read as a repo”: the address is not a repo.
“That repo points at an address on your own network, so it wasn’t fetched”: the repo lists a plugin, or redirects, to an address on your home network other than the repo’s own. For a repo, Yonto reaches your home network only at the address you typed. Ask whoever runs the repo to put the plugin beside the repo, or on the internet.
“The sha256 in that link isn’t one, so nothing was fetched”, “That file doesn’t match the sha256 in the link, so it wasn’t installed”, “That file isn’t the plugin the repo lists, so it wasn’t installed”, “That file doesn’t match the sha256 in the repo’s list, so it wasn’t installed”: the file is not the one the link or repo promised, so Yonto kept it out. Ask whoever published it.
“That didn’t go through”: Yonto could not save the plugin. Try again.
“Installing a plugin needs Yonto Pro. Plugins you already have still update.”: see Pro.

Pro

These show when you turn Pro on; Pro explains each step.

“That key isn’t one we know. Check it against the email.”: copy the key from the email again. If you issued a new key, the old one no longer works.
“That licence is on as many devices as it allows. Remove one on your account page, then try again.”: see Devices.
“That licence was refunded or revoked.”: that key no longer gives Pro.
“Couldn’t reach Yonto’s licence service. Try again in a moment.”: turning Pro on needs the internet. Check this device is online.
“That didn’t work. Try again.”

Updates

These show under Settings, About.

“Couldn’t check for updates. Is this device online?”, or “Couldn’t check for updates. Try again later.”
“Download failed. Try again.”
“Yonto needs permission to install updates.”: choose Open permission settings, allow it, then press Back, and the update carries on.
“Couldn’t open the installer.”: try again. If it keeps failing, install the new version from the download page; your sources and history are kept.

The lock screen

“Wrong PIN” means the four digits are not this device’s Master PIN. See Master PIN, including what to do if you forgot it.

“Too many tries. Try again in 0:30” means five PINs or unlock codes in a row were wrong: wait for the time shown, which doubles with each wrong try after it.

“That code didn’t work” means the unlock code was wrong, already used, or too old: show the current code on your account page and enter that one.

“This device has no unlock code, so the only way back in is clearing Yonto’s data.” means the device doesn’t have Pro; Master PIN says how to clear the data.

Still stuck

Write to support@yonto.app with:

The Yonto version, from Settings, About.
The device: a TV, phone, tablet or iPhone, and its model.
The source’s type: Jellyfin, Plex, Emby, MacCMS, Custom HTTP, a plugin or a repo.
What the screen said, word for word, including any code in brackets. A photo of the screen is fine.

Support says when to expect a reply, and how to report a bug on GitHub.