Technical Support

Getting Started

Play local media

On iPhone and iPad, you can browse the App’s local media library or import files and add folders through the system file picker. The App accesses only the content you actively select.

Connect a remote media source

Add a supported SMB or WebDAV server under Sources, then enter the service address, port, path, and account information. We recommend using HTTPS for WebDAV whenever possible.

Subtitles and resume playback

During playback, you can select an embedded subtitle track or import an external subtitle. Playback progress, recently played items, playlists, and preferences are stored locally on your device by default.

Quick Troubleshooting

Make sure your device operating system and re.CINE are updated to the latest available versions.
For remote media issues, verify the network connection and confirm that the server address, port, path, and account information are correct.
Check that re.CINE has the required Local Network or file access permission in the system Settings app.
Close and reopen the affected media or source. If the issue continues, restart the App and your device.
Try another media file to determine whether the issue is limited to a particular file, codec, subtitle, or server.

Privacy note: Never post server passwords or complete media files publicly. Before sharing screenshots or logs, remove personal and server information.

Common Questions

Why can’t I access a file or folder I added previously?

Access may stop working after a file is moved or renamed, or when system authorization changes. Remove the unavailable item from re.CINE, then select the file or folder again using the system file picker.

Why can’t I connect to SMB or WebDAV?

Confirm that your device can reach the server, then check the server address, port, shared directory, remote path, and credentials. Local network services also require Local Network permission for re.CINE in the system Settings app. For WebDAV, verify that the server certificate is valid and use HTTPS whenever possible.

Why won’t a file play, or why is playback not smooth?

This may be related to the media codec, a damaged file, device performance, network speed, or remote server response time. Try another file. For remote media, try a more stable network or download the file before playing it.

Why aren’t subtitles displayed?

Confirm that the correct subtitle track is selected in the playback interface. External subtitles must use a supported format and correspond to the current media. If characters appear incorrectly, try a subtitle file encoded in UTF-8.

How do I delete history, downloads, or connection information?

You can remove media sources, playlists, downloads, and caches within the App. When removing a remote media source, you should also delete its credentials. Uninstalling the App deletes data in the App sandbox; the operating system determines whether Keychain items are ultimately retained.

Does re.CINE upload my media or playback history?

Core playback, media management, and history features operate locally on your device. The App does not transmit relevant media content over the network unless you actively connect to an SMB, WebDAV, or similar remote media source. See the Privacy Policy for details.

Contact Support

If the guidance above does not resolve the issue, please contact us through “App Support” or the developer contact details listed on the re.CINE product page in the App Store.

To help us investigate, please include:

Your device model, operating system version, and re.CINE version;
The affected feature, steps that lead to the issue, and what happened;
Whether the issue is reproducible or limited to a particular file or media source;
Any error message, screenshot, or relevant log after sensitive information has been removed.

Do not send server passwords or complete media files.