Support

Start with the source.

HanaPlay presents and plays media from a server you control. Most setup issues can be isolated by confirming that the Apple TV can reach that server before troubleshooting metadata or playback.

Connect Plex

Choose Plex on the first screen or in Settings.
Complete Plex authorization using the account that can access your server.
Confirm the intended server and libraries are online and available to that account.
If the server is remote, verify Plex Remote Access independently before testing HanaPlay.

Connect Silo

Choose Silo with the same first-screen priority as Plex.
Use mobile/device pairing when the current Silo server exposes it.
If pairing is unavailable, choose manual setup and enter the HTTPS server address reachable from Apple TV.
Select the correct Silo profile. Server and reverse-proxy configuration can affect discovery, pairing, and playback planning.

Compatible Jellyfin and Emby servers can use their respective setup options. Support varies with server API compatibility.

If Home is still organizing media

Server rows should appear independently from slower metadata matching and showcase hydration. Keep the app open briefly after first connection. If a row remains empty, confirm the library contains enough matching items and that the server can return its complete catalog.

Playback, versions, HDR, and Dolby Vision

Open Versions and confirm the selected edition is the one you expect.
Check whether the server reports direct play, remux, or transcode. Transcoding can change video range, audio, subtitle behavior, or available quality.
Confirm Apple TV video settings and the complete HDMI/display chain support the source format. HanaPlay cannot make an unsupported display path output Dolby Vision.
If playback starts before detail hydration completes, wait for the title data to resolve and retry rather than repeatedly selecting Play.

Share useful diagnostics

Open HanaPlay's Diagnostics area, or the in-player diagnostics panel when available. Include the HanaPlay error code, title and episode, selected version, approximate playback time, whether the server reported transcoding, and what the screen did. Do not send passwords, access tokens, complete server URLs, or private IP addresses.

Contact

Email [email protected]. Include the app build number and tvOS version. Support is provided on a reasonable-effort basis; no response-time guarantee is implied.

Sign out or remove a server

Use the provider controls in Settings to sign out or remove a saved server session. This is the correct way to remove its locally stored authentication token. Your server remains responsible for its own accounts, media, watch history, and server-side integrations.