NOCTRA / SUPPORT

Support & help.

Connect a media source, troubleshoot playback or contact the developer. Common checks and feedback options are listed below.

Updated October 17, 2026Developer · ZIJIU522

Start with in-app Feedback

Open Noctra → Settings → Feedback to send a question, report a problem, suggest a feature, or make a privacy request. Keep the reference number after submission and check your feedback history for status and replies.

If the app does not open, you can describe the launch problem in the public GitHub issue tracker. Public issues are visible to other visitors, so share only reviewed technical information. Prefer in-app Feedback for personal information or requests to delete a report.

A clear description and reproduction steps are more useful than an error screenshot alone.
Do not send server passwords, access tokens, API keys, or complete playback links containing authentication details.
See the Privacy Policy for feedback retention, attachment handling, and deletion requests.

Open public issues How feedback data is handled

Before you begin

Noctra is a media player. It does not include a streaming catalog or sell movies and series. Connect an Emby, Jellyfin, Plex, SMB, WebDAV, or local-folder source you are entitled to access. Accounts, access permissions, and remote availability are managed by the respective source.

For a new connection, check the address, port, protocol, and account first. A local-network address is usually reachable only on that network. Playback over home Wi-Fi does not establish that cellular or another network has the same access.

Start with one working source and confirm browsing and playback before configuring additional features.
Local folders are authorized through the system file picker. Moving files or changing access may require selecting the folder again.
Prefer HTTPS when your media server supports it. Do not ignore certificate errors to work around a connection problem.

Troubleshoot in a useful order

A server will not connect or sign in

First distinguish an unreachable address from a rejected account. Timeouts, certificate errors, HTTP status codes, and sign-in messages indicate different problems. Keep the original message when reporting the issue.

Check whether the server website is reachable on the same device and network, then verify its domain, port, path, and HTTPS certificate.
Confirm the account is active and permitted to access the intended library.
For local sources, check Noctra’s Local Network permission in system settings. Record results separately after changing Wi-Fi, cellular, VPN, or proxy settings.

Playback stutters, shows a black screen, has no sound, or fails to seek

Playback depends on the file’s encoding and bitrate, server response, network, device capabilities, and selected engine. Record the problem first, then change one option at a time so the results can be compared.

Record the selected engine—CineCore, MPV, or the system player—and an approximate playback timestamp.
Include the container, video codec, resolution, frame rate, audio track, and dynamic range shown in media information. State whether one file or a group of sources is affected.
Check the selected audio track, volume, and actual output device. For HDR or audio issues, also identify the display, headphones, or external equipment.
Compare another available route, a different title from the same source, or another engine. Avoid changing several settings at once before drawing a conclusion.

Subtitles are out of sync, garbled, or missing

Confirm the selected subtitle track or external file first. Timing, character encoding, styling, and recognition output are separate issues. A different video version may use a timeline that no longer matches the original subtitles.

For timing, record how many seconds subtitles appear early or late and check the player’s subtitle offset.
For styling or garbled text, include the subtitle format, engine, and a short example without private content.
For real-time subtitles, state whether input is subtitle text or video audio, and whether processing uses the device, a local model, or a custom API.
If result saving is enabled, generated subtitles may be reused from local records. After changing the model, language, or input source, check which settings are in use.

Artwork, title information, or episode matching is incorrect

Server metadata, online metadata, and local caches are separate parts of the path. Check whether the same problem appears on the server or only in Noctra.

Verify the title, release year, season and episode numbers, and any visible TMDB, IMDb, or other metadata identifiers.
Record the selected metadata source and affected screen, and whether search results, details, and the playback list agree.
For artwork failures, first check connectivity to the metadata service. Clearing a cache does not repair incorrect server information or permissions.

Caches, downloads & saved subtitles

Use Cache Management in Settings to inspect artwork and network caches and precached video, then clear the scope shown on that screen. Startup prefetching, session caching, precaching, and intentionally saved downloads are different types of data. Having cached data does not mean a title is fully available offline.

Clear All Caches applies to the caches managed by that screen; it does not delete all user data. Saved real-time subtitles, local records, credentials, and remote synchronized copies have separate lifecycles. Removing a server connection also leaves the original media on the server.

If storage is low, identify whether video, artwork, offline models, or other local files account for the usage, then use the relevant management screen.
Offline models can be deleted in model management. Prepare the corresponding model again before using it later.
Saved real-time subtitles remain on the device, with older records evicted as the saved-result limit is reached. Turning off result saving does not clear existing results.
Preserve information needed for diagnosis before clearing data. The next load may need to fetch artwork or prepare data again.

Permissions follow the feature

System permissions and custom-service consent are separate controls. Review Noctra’s permissions in iOS / iPadOS Settings; exact menu names vary by system version.

Local Network: access to media sources on your local network. Disabling it affects those connections.
Photos: choosing screenshots or screen recordings when you initiate feedback. You can also select an attachment manually through the system picker.
Speech Recognition: the Apple on-device recognition path requires system permission. Its input is the current video’s audio, not a microphone recording.
Face ID / device authentication: unlocking Private Space, with verification performed by the system.
The current version does not capture camera footage or record microphone audio for real-time subtitles.

Read about permissions and data

Real-time subtitles & custom AI

Device-side processing, local models, and custom remote APIs are separate choices. Supported devices and languages, model readiness, network conditions, and provider quotas all affect availability. Follow the status shown in the app.

Custom AI is off by default. Saving an API key does not grant permission to send content. Each endpoint, model, and data type needs explicit consent; changing the endpoint or model requires new consent.

Remote translation sends subtitle text and limited preceding dialogue. Remote recognition sends short audio segments from the video. Read the data-sharing disclosure before allowing access.
Use a complete compatible HTTPS endpoint without a username, password, query, or fragment. Requests do not follow redirects.
Check the model name, endpoint type, language settings, provider balance, and rate-limit messages. Report the provider name and error code, not your API key.
The selected provider determines charges, training use, and retention. Revoking consent stops future requests but does not delete data already received by the provider.

Understand AI data sharing

iCloud, Trakt & playback progress

iCloud, Trakt, and media-server playback reporting use different settings and accounts. First identify whether the issue concerns settings, favorites, or playback progress rather than treating all synchronization as one channel.

iCloud: check your Apple account, Noctra’s main sync setting, and the relevant categories. Server records and sign-in credentials are separate categories.
The main iCloud sync setting is off by default. Select categories before enabling it. The credentials category and credential-sync setting for new servers are selected by default; turn off that category or the relevant server setting before enabling sync if you do not want to share credentials. Enabled credential sync uses iCloud Keychain, not the ordinary sync document.
Trakt: check the connected account and the corresponding history or list synchronization options.
Turning off sync or disconnecting an account generally stops future synchronization; it does not delete records already held by the service. Manage remote deletion through that service.

Prepare a report we can investigate

Keep each report focused on one problem. Describe where you started, what you did, what you expected, and what happened instead. State whether it happens every time or intermittently.

After a screenshot or screen recording ends, the app may show an optional lightweight feedback hint. A capture notification does not provide the image or video file. After you authorize access or choose an attachment manually, uploading still requires you to tap Send.

Basics: Noctra version and build number, device model, and system version.
Environment: source type, network type, selected engine, relevant settings, and time of occurrence.
Playback: media format, audio/video tracks, dynamic range, approximate timestamp, and a comparison with another file or engine.
Attachments: the shortest screenshot, recording, or selected diagnostic logs that demonstrate the problem. Review names, accounts, private paths, subtitle content, and server details first.
After sending: confirm that you received a reference number, then check feedback history for replies. Keep the number for follow-up or deletion requests.

Privacy questions & deletion requests

Noctra does not have a separate Noctra registration account to create or delete. Media-server, Apple, Trakt, and custom-AI accounts are managed by their respective services.

To request deletion of submitted feedback, open Noctra → Settings → Feedback, provide the reference number, and identify the records you want removed. Never publish the installation credential used to associate reports, server credentials, or other secrets.

Online feedback records and maintenance backups are stored separately. See the Privacy Policy for deletion scope; removing the app or disabling feedback hints does not send a deletion request to the server.

Remove a local connection: removes the app’s connection record, not the remote account or remote media.
Revoke permission or AI consent: stops the corresponding future access or requests, without recalling data already sent to another service.
Delete the app: removes local app data, but Keychain items, system backups, and cloud records may remain. It is not an all-locations deletion action.

Full Privacy Policy Retention and deletion scope Terms of use User agreement

Platforms & release status

Development is complete for iPhone, iPad, and Apple TV. The Mac version is not yet complete. Completed development does not mean an App Store release or a public download is available.

Completed development, TestFlight testing, and an App Store release are different milestones. Check the relevant distribution channel for available builds and system requirements. This page does not promise release dates for unfinished platforms.

See the app interface Open source & copyright notices Public project page