Help · Troubleshooting
When the picture won’t come.
Most problems are the server, the file, or the network between them. Start here.
A channel stalls or goes black
SurfRewind watches every tune. If a program shows no picture within twelve seconds it retries once, then tells you the channel isn’t responding and returns you to the guide. If one channel keeps doing this, the file behind it is usually the culprit: check that it plays in Plex, Jellyfin or Emby’s own app, and whether your server is transcoding it. 4K, HEVC and HDR files are the usual suspects on older TV devices.
“Nothing on the guide yet”
The first scan is still running, or the libraries you picked have no movies or shows with durations. Settings → Library shows the scan state. Channels only appear when they have enough material; the guide hides empty ones.
A show plays out of order, or a channel is missing episodes
Season and episode numbers come from your server’s metadata. Fix them there, then Refresh library.
The remote does something odd
Back on the guide needs two presses to leave the app on purpose. Fire OS keeps a few keys for itself (Info, Last channel); use Select for the banner instead. If the number keys do nothing, the guide was not focused — press Back once.
Themes look locked or missing
When the store is closed on your platform, SurfRewind only offers looks you own, so pickers are shorter. See themes and purchases.
Report a bug
Email info@rightek.ca with your device, app version (Settings → Help & about), media server, what you tried and what happened. For playback problems include the codec and resolution if you know them. Never send passwords, tokens, link codes or payment details.