Server Guide

Troubleshooting

3 min read

Troubleshooting

Common issues and how to fix them.

Login Issues

”Invalid username or password”

For Jellyfin and Jellyseerr:

  • These use your Jellyfin password, not Pocket-ID
  • Make sure you’ve created a Jellyfin password: Creating Your Jellyfin Password
  • Username is your email address

For other services:

  • Use Pocket-ID / SSO login
  • Try “Sign in with Pocket-ID” or “Continue with SSO”
  • Check you’re using the right email address

Pocket-ID login not working

  1. Clear browser cookies for auth.noosphere.systems
  2. Try incognito/private mode
  3. Check your password - try resetting at auth.noosphere.systems
  4. Check the service is up - see Service Status

App won’t accept SSO/OIDC

Some older app versions don’t support SSO properly:

  1. Update the app to the latest version
  2. Try the web version instead
  3. Check Apps for alternative apps that work better

”Session expired” / Logged out unexpectedly

Video Playback Issues

Video won’t play in Jellyfin

Try these in order:

  1. Lower the quality

    • Settings → Playback → Max streaming bitrate
    • Try 8 Mbps or lower

  2. Try a different player

    • Settings → Playback → Video player type
    • Try “Native” or “ExoPlayer”

  3. Try the web browser

  4. Check your connection

    • Try on WiFi instead of cellular
    • Speed test: need at least 5 Mbps for smooth playback

Audio out of sync

  • Pause and resume playback
  • Try a lower quality setting
  • Restart the app

Subtitles not showing

  • Tap the CC icon during playback
  • Check subtitle settings in your profile

Download Issues

Downloads failing in Audiobookshelf or Jellyfin

  1. Check storage space - you need room for the download
  2. Try WiFi - some carriers block large downloads
  3. Try one at a time - don’t queue too many
  4. Restart the app and try again

Download stuck / not progressing

  1. Cancel the download
  2. Force close the app
  3. Reopen and try again
  4. If still stuck, try a different quality

Element Encryption Issues

Messages show “Unable to decrypt”

This happens when your encryption keys aren’t synced.

Fix 1: Verify your devices

  1. Go to Settings → Security & Privacy → Cross-signing
  2. Verify your other logged-in devices
  3. Messages should decrypt

Fix 2: Request keys from another device

  1. Make sure you’re logged in on another device
  2. On the problem device: Settings → Security → “Request keys”
  3. Approve the request on your other device

Fix 3: Use key backup

  1. Settings → Security & Privacy → Secure Backup
  2. Enter your recovery key/passphrase
  3. Keys will restore from backup

Lost your recovery key?

If you can’t decrypt old messages:

  • Old encrypted messages may be permanently lost
  • Set up a NEW key backup to protect future messages
  • See Key Backup

Service Status

How to check if services are down

  1. Try the web version first
  2. Check if other services work
  3. Ask in Element support room

Everything is down

  • Home internet may be the issue
  • The server (Mac mini) may need a restart
  • Contact Evan directly

Still Need Help?

  1. Check this guide first - search for your issue
  2. Ask in Element - post in support
  3. Contact Evan - for urgent issues

See also: Getting Started, Apps

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