Need help? Join the Norri Discord.Beta information

Common Issues

Sign-in and connection problems

Use your server’s address with its configured port, for example http://192.168.1.50:11423. 11423 is Norri’s default user-facing port; an existing custom Docker mapping or reverse proxy can use a different address.

A brief connection failure should not sign you out. If Norri cannot check your saved sign-in when you open the app, restore the connection and click Try again.

If you see Your session has ended. Please sign in again., sign in to continue. Norri returns you to the page you were opening. Signing out in one tab also signs out other tabs in the same browser profile.

Music details are missing

If an album shows that its metadata lookup is pending, Norri retries automatically when online metadata is enabled and the provider is available. Check Music Metadata and Artwork under Settings → Scheduled Tasks → Background Tasks for its status. Retries wait while a library scan or playback takes priority, and a provider may ask Norri to wait before trying again.

You can also run Update Metadata from the library’s settings. Your imported music remains playable while an online service is unavailable; you do not need to delete and recreate the library.

Some albums have no cover available from the online sources. Retrying cannot supply artwork that the source does not have.

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 Now under Library Scan 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.

Starting or seeking takes several seconds

Norri may need to read the source file and prepare new streaming segments. HDR conversion and seeking beyond already prepared media can take several seconds. The player should continue from your chosen position.

Check playback info to see whether the file is being remuxed or transcoded. If it remains stuck, note the title, playback time, browser or app, and any recent audio or subtitle change when you report the problem.

Green video with working audio

A green picture can come from the server’s video conversion even when audio plays normally. It does not by itself identify a client-app fault.

Check the source codec and playback method. Include the server version, source codec, GPU, and client in your report. Try another file to establish whether the problem affects one title or several.

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

Compatible clients render ASS/SSA subtitles with their styling. When a client cannot render those subtitles directly, ask an administrator to enable Settings → Transcoding → Burn In Styled Subtitles.

Converting a subtitle to plain text can lose fonts, colors, positioning, and effects. Include the subtitle format and app or browser in your report if styling is still missing.

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 whether the same file plays smoothly on your home network.
  2. For video transcoding, use Settings → Playback → Transcoded video → Connection handling to enable a connection test. Start playback again after saving. See Transcoded Video Quality.
  3. If the server cannot convert video fast enough, check its hardware transcoding setup.

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 are unavailable after a scan

Missing media is retained in the library as Unavailable. A scan does not automatically delete its metadata, watch history, or saved progress.

  1. Go to Settings → Library Health and review Unavailable items.
  2. Check that the drive or NAS is connected and that the file still exists at its original path.
  3. Restore the file or mount, then click Scan Now under Library Scan on the library’s edit page.

The existing entry becomes available when a later scan finds the file. Use Remove from library only for entries you intend to discard permanently; it removes library records without deleting files on disk.

If Norri cannot finish reading a directory, it does not treat unseen files there as deleted. A disconnected mount can instead leave an empty but readable folder; files may then show as unavailable until the mount returns.

See Unavailable Files for the full recovery and removal workflow.

Library shows the wrong file count

Check the library’s scan status before comparing counts. During setup, Norri follows each requested scan and reports failure if that scan fails. TV file counts refer to episode files and music file counts refer to tracks, so they need not match the number of shows or albums.

If the completed count still looks wrong, check Library Health for unavailable items and confirm that the server can read all configured folders. Run Scan Now after correcting a path or mount.

Need more help?