Common Problems

Common Problems

Plain fixes for the things people ask about most on Samsung and LG TVs. Try the steps in order. If none of them help, the last section tells you what to send so someone can look into it.

Can't connect to the server

1. Open the address in a web browser on your phone, on the same Wi-Fi as the TV. If the browser can't reach it either, the address or the network is the problem, not the TV.
2. Check the port. Moonfin tries 8096 and 8920 by itself. If the server uses another port, type it after the address, like mynas:8000.
3. Is the TV on the same network as the server? Addresses like 192.168.x.x or a plain name only work at home. A TV on a guest network can't see the rest of the house.
4. Home-made (self-signed) certificate on an https address: turn on Settings > Account & Security > Connection > Allow Untrusted Certificates, or use the plain http:// address at home.
5. Old LG TV and a Let's Encrypt certificate: older webOS models don't trust modern certificates. Moonfin carries its own up-to-date certificate list for the app's own requests, so this usually works. If it still fails, Allow Untrusted Certificates is the switch to try.
6. Server version is not supported. Minimum: 10.9.0. Your Jellyfin is too old for this app. Update the server.
7. Is the server actually running? Restart it, and check its firewall allows the port.

Login failed

• Usernames and passwords are case sensitive, and the TV keyboard makes it easy to hit the wrong page of symbols. Check what you typed, or sign in with Quick Connect instead.
• After several wrong attempts the server locks the account for a while. An admin can unlock it.
• Quick Connect is disabled means an admin has to turn it on under the Jellyfin Dashboard > General. Codes expire after a few minutes, so ask for a new one if it sat on the screen.
• Emby Connect needs the server to be linked to your Emby Connect account on the Emby side.

Installing fails, or the app vanished

Samsung

• Apps2Samsung can't find the TV: the IP address you typed into the TV's Developer Mode window must be the PC running Apps2Samsung, both must be on the same network, and the TV must be fully restarted (power off, not just standby) after turning Developer Mode on.
• Developer Mode won't open: on the Apps screen press 1, 2, 3, 4, 5 on the remote in a row, without pausing.
• "Install failed" or a permission message on a TV that used to work: turn Developer Mode off, restart, turn it on again with the PC's current IP.

LG

• The app disappeared after a couple of days: Developer Mode's timer ran out and the TV removed the apps installed with it. Turn Developer Mode on again, install Moonfin again, and press Extend in the Developer Mode app now and then. The Homebrew Channel route doesn't expire.
• Dev Manager Desktop or ares-setup-device can't connect: Key Server must be on in the Developer Mode app, and the passphrase changes each time the TV restarts. Re-enter it.

Full steps for both are on Installation and Sideloading.

Video is blurry, stutters, or the server gets loud

When the TV can't play a file as it is, the server converts it on the fly. That is called transcoding. It makes the server work hard, can look softer, and stutters if the server can't keep up. Moonfin plays files untouched whenever it can, so transcoding means something in the chain said no.

Reason	Fix
Slow Wi-Fi to the TV	Use a network cable. A 4K file needs a steady, fast connection
A quality limit is set	Playback & SyncPlay > Video Playback Preferences > Transcoding Limits > Max Streaming Bitrate should be Auto, and Max Resolution unlimited
Prefer Transcoding is on	Turn it off in the same screen. Force Direct Play is the opposite and helps when the server is too cautious
The audio track is something the TV can't play	Pick another audio track before playing, or set up passthrough if you have a receiver (next section)
Dual layer Dolby Vision on Samsung	Plays as HDR10 on purpose. Nothing to fix
HEVC inside a .ts file on a Samsung older than Tizen 6	Those sets can't direct play it. The server converts it
DVD or DVB picture subtitles	The server has to burn them in. Choose a text subtitle track instead

To see what happened: turn on logging (Settings > About > Diagnostics & Logging), play the item again, and the report names who declined direct play and why. See Collecting Logs.

No sound, or no sound on some movies

• Playing through the TV's own speakers: TVs can't play DTS or TrueHD. Go to Playback & SyncPlay > Audio Preferences and set Audio Passthrough to Auto. If a film is still silent, set Downmix to Stereo on for that TV.
• A soundbar or AV receiver over HDMI ARC or eARC: set Audio Passthrough to Auto. If the receiver supports more than Auto detects, open Passthrough Settings and allow the formats it handles. Force TrueHD / Atmos Passthrough exists for sets that misreport what they're connected to.
• On LG, TrueHD passthrough is marked experimental. If a film has no sound with it on, turn that one format off.
• Sound out of sync: the player has an audio delay control. Small offsets are normally the TV's picture processing, try the TV's game or PC picture mode.

Subtitles missing, wrong, or ugly

• Pick the track on the movie or episode page before playing, or from the player's Subtitles button.
• When subtitles load on their own is decided by Playback & SyncPlay > Subtitle Preferences > Subtitle Mode, together with the default language there.
• Size, position, colours and background are under Subtitle Customization. HDR films use the separate HDR style if it's on.
• Picture subtitles (PGS) and styled subtitles (ASS/SSA) render on the TV when the Direct play toggles under Subtitle Rendering are on. If one type looks wrong, turn its toggle off and the server takes over.
• No suitable track? The details page can download one, if the server has the OpenSubtitles plugin.

The menus are slow or the picture stutters while browsing

Older and cheaper sets don't have much power. Under Personalization > General Style:

• Set Performance Mode to Performance.
• Turn Browsing Background Blur off and Background Backdrops off.
• Turn Focus Expansion Animation off.
• Under Personalization > Media Bar, turn off trailer previews or the whole media bar.

The picture is wrong (colours, HDR, zoom)

• Colours off in Dolby Vision or HDR: check the TV's HDMI input mode if the server is on a box, and the TV's picture mode. On Samsung, dual layer Dolby Vision files play as HDR10 by design.
• Black bars where there shouldn't be, or a cropped picture: Playback & SyncPlay > Video Playback Preferences > Player Zoom Mode.
• The time shown in the app is wrong: Personalization > General Style > Clock Offset.

Home screen is empty or rows are missing

• Rows can be switched off. Check Personalization > Home Screen > Home Sections and Home Row Toggles.
• A library can be hidden under Personalization > Libraries > Library Visibility.
• Rows from Seerr, IMDb, TMDB and calendars need the Moonbase plugin enabled under Integrations.
• If a whole server's rows are gone, go to the server screen and check it's still connected.

Seerr buttons don't appear, or requests fail

• Integrations > Moonbase Plugin must say the plugin is detected and Enable Plugin must be on. If it says the server doesn't have the plugin, it has to be installed on the Jellyfin or Emby server first.
• Then sign in under Integrations > Seerr. Nothing else is entered on the TV, the Seerr address lives in the plugin's settings on the server.
• Browsing works but requests fail: recheck the Seerr URL in the plugin's configuration on the server.
• Behind a reverse proxy, the /Moonfin/ paths must be forwarded. See the plugin's Reverse Proxy and Seerr page.

A title shows "4K - Deleted" but the 4K file plays fine

Moonfin shows what Seerr reports, and Seerr tracks HD and 4K as two separate states. A title marked available in HD and deleted in 4K renders exactly as that badge. The usual cause is one Radarr added to Seerr twice, once as the normal server and once as the 4K server, where the 4K entry lost its 4K flag. Open Seerr's Radarr settings, confirm the entry you use for 4K is still marked as a 4K server, set it back if not, and rescan. Seerr advises against adding the same Radarr twice. Tracked upstream as seerr#2953.

The remote does something odd

• A red console pane appeared on the right: you pressed the Red button, which opens the debugging overlay. Press Red again to close it.
• The app closes when you press Back on the home screen: that's how Back works at the top level. Account & Security > Confirm Exit adds a yes or no first.
• Fast forward does nothing during Live TV: seeking isn't available on live channels.
• A game controller doesn't work in games: see the plugin's Retro Games page.

The app says a new version is available

Moonfin checks GitHub once a day. It can't update itself. Download the new file and install it the same way as the first time. See Updating. The notice can be turned off under Settings > About > Update Notifications.

Still stuck

1. Follow Collecting Logs. It takes two minutes and is usually the difference between a fix and a shrug.
2. Open a GitHub issue with the report, your TV model and OS version (Settings > About > Device), the app version (Settings > About > APP INFO), and what you expected to happen.
3. For quick questions, the Discord is friendly.