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Support

AllPlayer Support

If you run into playback, import, LAN connection, live caching, stream management, or file management issues, start with the notes below or contact us by email.

Support emailplayersupport.arco@gmail.com

Before Contacting Us

Helpful details to include in your email

Device and system

Include your device model, iOS / iPadOS / visionOS version, and AllPlayer version.

Playback source

Tell us whether the issue happens with local files, Photos, SMB, WebDAV, FTP, m3u8, HLS, live streams, or web videos.

Steps and context

Share steps to reproduce, screenshots, file format, stream type, server settings, or any visible error message.

Local videos do not play

Check whether the file is damaged and try copying it into AllPlayer's local folder before playback. For uncommon codecs or containers, send the format and symptoms so we can investigate.

Photos library is not accessible

Open system Settings and check AllPlayer's Photos permission. If you granted limited access, make sure the target video or image is included.

SMB, WebDAV, or FTP connection fails

Confirm the server address, port, username, password, and path. Also check firewall, sharing permissions, router isolation, and whether your device can reach the server network.

m3u8, HLS, or live streams are unstable

Online streams depend on source availability, network quality, and stream format. Try another network, re-add the URL, check whether the link expired, or switch to a more stable quality.

Live stream caching did not finish

Make sure the device has enough storage and the network stays stable during playback. Some sources may restrict or prevent full caching.

Share extension import fails

Confirm that the source app provides an accessible video file or valid URL. Some apps share temporary links that need to be shared again after they expire.

AirPlay or full screen behaves unexpectedly

Check that the receiving device is available, on the same network, and updated. Behavior can vary by system player capabilities, external device, and source format.

Feature requests

Email your use case, expected behavior, and device details. We especially welcome feedback around personal libraries, NAS playback, stream management, live caching, and visionOS viewing.