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Common Issues

Media Not Appearing

Symptoms

  • Library scan completes but shows 0 items
  • Some files are missing from the library

Solutions

  1. Check file permissions — Ensure Norri has read access to your media folders
  2. Verify naming — Files must follow naming conventions
  3. Check file formats — Ensure your files are in supported formats
  4. Force rescan — Go to the library settings and click “Scan Library Files”

Playback Issues

Video won’t play

  1. Check if transcoding is needed (look at playback info)
  2. Verify your client supports the video format
  3. Check available disk space for transcoding cache

Buffering / Stuttering

  1. Check your network connection speed
  2. Lower the streaming quality in settings
  3. Enable hardware transcoding if not already

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 Disappeared After Scan

Symptoms

  • Items that were in your library are now missing
  • Movies or shows you’ve watched are gone

Causes

  1. Files were deleted or moved — Norri detected the files are no longer at the expected path
  2. Network storage was offline — If using a NAS, it may have been inaccessible during the scan

Solutions

If files are in trash (not permanently deleted):

  1. Go to Settings → Libraries
  2. Click Edit on the affected library
  3. Check the Unavailable Files section
  4. If your files are listed there, they can return automatically when you restore the files on disk and rescan

If auto-empty trash is enabled:

Files may have been permanently removed from the database. You’ll need to:

  1. Restore the actual files on disk
  2. Rescan the library to re-add them

To prevent this in future:

  • Disable “Empty trash automatically” if you have unreliable storage
  • Set a grace period (e.g., 7 days) to give yourself time to fix issues
  • Ensure network storage is online before scheduled scans run

See Unavailable Files (Trash) for more details.

Library Shows Wrong File Count

Symptoms

  • File count doesn’t match what’s on disk
  • Some files show as “unavailable”

Solutions

  1. Check for unavailable files — Go to library edit page and check the trash section
  2. Verify network mounts — Ensure all drives/shares are accessible
  3. Rescan the library — Click “Scan Now” in library settings

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