Fix playback problems

Silo is in active development before 1.0. These guides are updated frequently.

Test one title at a time and change one setting at a time. That makes it clear which change fixed the problem, or which details to report.

A title won’t start or keeps stopping

1. Try another title. If every title fails, the problem is likely the connection or the server rather than the file.
2. If the title has more than one version, try another version.
3. Try the same title in another Silo app, such as the web app.
4. Choose a lower Quality if playback buffers on a slow connection.

If you run the server, check active playback to see whether the stream is being converted, and server health for errors at that time. Otherwise, share the details below with the person who runs it.

Picture problems on a TV

Check the selected version before you press Play, and try another if one fails. Note whether the picture is missing, has the wrong colors, or stutters.

HDR and Dolby Vision depend on the whole chain: the file, the app, the TV, and anything in between, such as a receiver. Check what the TV reports it is receiving rather than the label on the file.

Sound problems on a TV or receiver

Open the audio options during playback and try another track. Check that the TV or receiver is set to the input and sound output you expect. For Dolby Atmos, check what the receiver displays; a track labeled Atmos may still play as ordinary surround if part of the chain doesn’t support it.

Subtitle problems

Choose another subtitle track in the player. Text subtitles and image subtitles behave differently, so note the track’s format and language. To add a track that’s missing, see Find or add missing subtitles.

What to include in a report

• The title and the version you chose.
• The app, app version, and device model, and the server version.
• The audio and subtitle tracks you chose, and the quality setting.
• What happened and when: no picture, no sound, wrong colors, stutter, or an error message.
• For a TV setup: the TV and receiver models and how they are connected.

Report the problem with those details. Don’t attach the media file.