Troubleshooting
Solutions for common problems in the Enjoy Web App.
Playback Issues
Video won't play — Verify your network connection, refresh the page, confirm the file format is supported, or try a different browser.
Subtitles not displaying — Check that subtitles are uploaded, confirm the format (SRT, VTT), verify display settings, and reload subtitles.
Playback stuttering — Check your network speed, lower the video quality, close resource-heavy apps, and clear the browser cache.
Feature Issues
Recording not working — Grant microphone permission in your browser, confirm the microphone is connected, check system audio settings, or try a different browser.
Sync failed — Verify your network connection, confirm you are logged in, trigger a manual sync, and check the server status page.
AI features unavailable — Confirm API keys are configured and valid, check that you have remaining service quota, and verify network access. Contact support if the problem persists.
Subscription tier did not update after upgrade or downgrade — Backend profile data, including subscription tier, is cached for up to 10 minutes to reduce load on the Rails API. Wait a few minutes and refresh, or sign out and sign back in to force a fresh profile fetch. If the new tier still hasn't appeared after 10 minutes, contact support.
Account Issues
Cannot log in — Confirm your credentials, reset your password if needed, and check your network connection. Contact support if your account is locked.
Data loss — Check sync status, look for a recent backup, and restore it. Contact technical support if the backup is unavailable.
Performance Issues
App running slowly — Clear the browser cache, close unused tabs, check device performance, and optimize the network connection.
High memory usage — Close unneeded media files, disable conflicting browser extensions, refresh the page, or restart the browser.
Browser Compatibility
Recommended: Chrome, Firefox, Safari, or Edge (latest version).
Unsupported: Internet Explorer and very old browser versions.
Getting Help
- Browse the full documentation
- Search common questions
- Watch video tutorials
- Contact support via email, ticket, or the community forum