Find out whether it’s the media or the device
Play the same item on another Portico client. Then play a different item on the client that failed. Record the exact error and time, and whether it affects one account or every account.
Check the file and delivery
Confirm that the file still exists and that the Portico service can read it. As an owner or administrator, check Settings → Server → Dashboard → Watching now while retrying, if a session appears. Note its delivery method and bitrate when available.
Check the matching events under Settings → Server → Troubleshooting → Logs. Connection troubleshooting basics lists file and service log locations. Conversion failures appear in the server logs.
If conversion is involved, check Settings → Server → Streaming for conversion settings, available media tools, hardware acceleration and a writable conversion folder with enough free space.
Check audio and subtitle tracks
Note which audio and subtitle tracks are selected. Try another audio track or temporarily turn subtitles off. An unsupported or damaged track, or a subtitle that needs converting or burning into the picture, can change the delivery method.
Don’t keep rebuilding the library
Don’t refresh metadata or rebuild the library to fix a playback error unless the stored media path is wrong. Library details and media delivery are separate parts of the server.