Common Issues

Media Not Appearing

Symptoms

• Library scan completes but shows 0 items
• Some files are missing from the library

Solutions

1. Check that Norri has read access to your media folders
2. Verify your files follow the naming conventions
3. Make sure your files are in supported formats
4. Go to library settings and click Scan Library Files to force a rescan

Playback Issues

Video won’t play

1. Open playback info and check whether Norri chose direct play, HLS remux, or transcode.
2. Verify your client supports the video’s codec, audio codec, and HDR format.
3. Run Analyse Files from the library settings page if codec, HDR, audio, or subtitle information looks missing or stale.
4. Check available disk space for the transcode cache.
5. If the file is HDR and the playback device is SDR, keep Settings → Transcoding → Enable HDR Tone Mapping on.

MKV files take a long time to start

MKV files that only need container conversion should start in about 1 to 3 seconds. Norri uses HLS remuxing for these files when the video and audio codecs are already compatible.

If startup takes much longer, the file may need full transcoding. Check playback info for unsupported video codecs, audio codecs, HDR formats, or selected subtitles that require burn-in.

WebM file won’t direct play

Check the codecs inside the file, not just the extension. A true WebM file usually contains VP9 or AV1 video with Opus or Vorbis audio.

A file named .webm that contains H.264 video, AAC audio, or other non-WebM streams is routed by its actual contents. Rename or remux the file only if the container label is wrong.

HDR looks washed out, too dark, or too bright

1. Confirm the video file shows an HDR format, such as HDR10, HLG, or Dolby Vision.
2. Check whether the playback device and display support that HDR format.
3. Keep Settings → Transcoding → Enable HDR Tone Mapping on for SDR devices.
4. Run Analyse Files if HDR information is missing from the media details.

Subtitles lost styling

ASS and SSA subtitles keep their fonts, colors, positioning, and effects only when they are burned into the video. Ask an admin to enable Settings → Transcoding → Burn In Styled Subtitles.

When this setting is off, Norri can side-load styled subtitles as plain WebVTT. Playback uses fewer transcoding resources, but styling is not preserved.

External subtitles are not selected automatically

Ask an admin to check Settings → Transcoding → Prefer External Subtitles. When enabled, matching sidecar subtitle files are selected before embedded subtitle tracks during automatic selection.

Manual subtitle selection still takes priority over the automatic policy.

Changing audio or subtitle tracks causes a reload

A brief reload is normal when the selected track changes the stream. Norri should resume at the current position.

One device changing tracks should not stop playback on another device. If that happens, collect logs and include the affected session times when contacting support.

Buffering / Stuttering

1. Check your network connection speed
2. Lower the streaming quality in settings
3. Enable hardware transcoding if not already

Cannot Connect Remotely

1. Verify your remote access setup
2. Check firewall rules
3. Ensure your reverse proxy is running
4. Test with the local IP first

Files Disappeared After Scan

Symptoms

• Items that were in your library are now missing
• Movies or shows you’ve watched are gone

Causes

1. The files were actually deleted or moved from their expected location
2. Network storage was offline when the scan ran (common with NAS devices)

Solutions

If files are in trash (not permanently deleted):

1. Go to Settings → Libraries
2. Click Edit on the affected library
3. Check the Unavailable Files section
4. If your files are listed there, they can return automatically when you restore the files on disk and rescan

If auto-empty trash is enabled:

Files may have been permanently removed from the database. You’ll need to:

1. Restore the actual files on disk
2. Rescan the library to re-add them

To prevent this in future:

• Disable Empty trash automatically if you have unreliable storage
• Set a grace period, for example 7 days, to give yourself time to fix issues
• Ensure network storage is online before scheduled scans run

See Unavailable Files (Trash) for more details.

Library Shows Wrong File Count

Symptoms

• File count doesn’t match what’s on disk
• Some files show as “unavailable”

Solutions

1. Open the library edit page and check the trash section for unavailable files
2. Verify all drives and network shares are accessible
3. Click Scan Now in library settings to rescan

Need More Help?

• Check the logs for error messages
• Contact support at hello@norri.tv