Help

Support

Every message is read by a person. Expect a reply within two business days.

Before you write

The app can't find my server

The apps discover servers over Bonjour on the local network, so the first connection must happen on the same network as the server.

• Confirm the server is running and reachable in a browser from the same Wi-Fi.
• Grant the app Local Network permission (iOS Settings → sol-lune). Discovery cannot work without it.
• Some routers block multicast between wireless clients — "AP isolation" or "client isolation" must be off.
• If discovery is unavailable, enter the server address by hand, or scan the QR code on the server's setup screen.

It connects at home but not away

Remote access is a property of your server, not of the app. The server needs to be reachable from outside your network — a port forward, a reverse proxy, a VPN or a tunnel — and we strongly recommend HTTPS with a valid certificate before exposing it.

Playback stutters or refuses to start

• Check whether the server is transcoding. Transcoding a large file on a slow CPU is the usual cause.
• Lower the streaming quality in the app's playback settings and try again.
• If one specific file fails while others play, the file's codec or container is the likely culprit — tell us which, and we'll dig in.

Photo backup isn't uploading

• Backup needs Photo Library permission and, for large libraries, the app open in the foreground for the first run.
• iOS suspends background transfers on Low Power Mode — turn it off while the first backup completes.

I forgot the vault passcode

The vault is unlocked by Face ID, Touch ID or a passcode held on your device and your server. We hold no copy and cannot reset it. Whoever administers the server can reset vault access from the server's admin settings.

Reporting a bug

Useful reports contain: what you expected, what happened instead, whether it repeats, and the build number from Settings → About. Screenshots or a screen recording help more than any description. Send them toeric@fadelyfamily.com.

Requirements

Privacy questions

What the apps store and what they never send is set out in full in theprivacy policy. Short version: we operate no servers and receive no data from you.