BUZZ Player Support

Troubleshooting

Managing files

Problem:

Wifi File Transfer doesn't work

All my WiFi traffic becomes extremely slow when I'm in BUZZ Player, WiFi connection often breaks, and my device even forgets my WiFi network

I cannot copy files from computer to sub folder on BUZZ Player through USB cable

After Delete file on BUZZ Player, on iTunes the capacity of deleted file move to "Other" instead of "Free"(added from version 1.6)

I cannot play/copy through local network server (samba, ftp...) and receive message "You do not have Permission ..., please check the login information."

Playing files

Problem:

I cannot play my audio/video files

I cannot play Network file

I cannot play Network file that requires user name and password (update for version 1.1)

I cannot display video files on external device such as TV, Computer...

I cannot display subtitle of my video file (update for version 1.1)

I cannot hear sound of my video file (update for version 1.1)

My video display subtitle with unreadable characters instead of a correct text (update on version 1.9)

I cannot play media file with specific audio/video/subtitle stream (update for version 1.2)

I only hear left or right audio channel (update for version 1.2)

I cannot increase software volume of audio / video files by tap "i" icon on playback screen (add instruction on version 1.8)

My video file looks distorted and color is bad (available from version 1.7)

Why my iOS native supported video (mp4, mov...) play through network with not good quality of system engine? (add troubleshooting from version 1.9)

Others

Problem:

I cannot browse share files on my local network that using SMB, FTP, uPnP protocols and Air Video Server (update for version 1.4)

I cannot browse samba share files on my Windows 7 (add troubleshooting from version 1.8)

Some other problems that are not listed here

 

Managing files


Wifi File Transfer doesn't work?

In case of trouble with WiFi file transfer, please try to do the following:

  • If your computer runs under Windows XP, make sure that you have installed the following update from Microsoft:
    http://support.microsoft.com/kb/907306
    (follow this link in your computer's web browser and find the Download the Software Update... downloading link there, then select the correct language of your Windows XP before downloading the update)
  • Hard-reboot your iPhone (with powering off), reboot your computer and restart your WiFi-router (with powering off)
  • Make sure that WiFi-signal strength is good both on your iPhone and on your desktop computer
  • If your computer is a Windows-based one, delete all previously created network shortcuts that you used for previous connection attempts
  • Temporarily disable all anti-virus and firewall software of your computer
  • Make sure that your iPhone and your computer are connected to the same Local network. This is very important
  • Make sure that you're entering the correct Sharing URL address that BUZZ Player provide to sharing files via WiFi connection. Sharing URL address may change from time to time. Please do NOT assume that it's the same as it was when you were connecting the last time
  • Make sure that you turn ON "Sharing" feature all the time while connecting by watching "Wifi Sharing" button status on the lower left of main screen of BUZZ Player

    If all of those don't help, please contact us and provide the following information:

  • Which operating system is on your desktop computer?
  • Describe your network setup - do you connect your iPhone and your computer to a WiFi-router, or is your network created directly from your computer, without any router?
  • If you use WiFi-router, is it your own or is it some wireless public access point?
  • Which error messages, if any, did you see both on your iPhone and on your desktop computer?
  • Read about the way to contact us through email, supported website on "Contacts" topic


    All my WiFi traffic becomes extremely slow when I'm in BUZZ Player, WiFi connection often breaks, and my device even forgets my WiFi network

    Please check if you have Bluetooth option turned on in main device Settings. If yes, turn it off. It's a known issue that WiFi connection on iOS 3.2 and 4 has a conflict with Bluetooth option when it's turned on, even if you don't have any actual Bluetooth device connected. We hope that Apple will fix it soon. Meanwhite try to turn Bluetooth option off when using WiFi connection.


    I cannot copy files from computer to sub folder on BUZZ Player through USB cable

    USB File Transfer feature of BUZZ Player using iTunes File Sharing that only allow you transfer files to root folder of BUZZ Player. So, if you need transfer large capacity file through USB cable, you only one option to transfer it from/to BUZZ Player root folder. If you need to transfer file to sub folders of BUZZ Player, using Wifi File Transfer feature instead. Read more about it on "Wifi File Transfer" topic.


    After Delete file on BUZZ Player, on iTunes the capacity of deleted file move to "Other" instead of "Free"(added from version 1.6)

    This problem occurs due to the bug of iTunes that doesn't refresh capacity correctly. This problem will prevent you copy other file to your device due to the too small "Free" capacity. To refresh capacity of your device correctly, please do as following:

    1. Disconnect your device from iTunes app on your PC then reconnect

    2. If 1. not work, restart your device (iPad/iPhone/iPod Touch)


    I cannot play/copy files through local network server (samba, ftp...) and receive message "You do not have Permission ..., please check the login information."(added from version 1.9)

    This message usually display when you connect with Guest user that doesn't have enough permission to play/copy network files. In that case, please disconnect the local network server (samba, ftp...) and reconnect with other user name, password that have enough permission. We recomment you connect with user that have full permission

    Playing files


    I cannot play my audio/video files

    In case of trouble with playing your media files on BUZZ Player, please check the following:

  • Your audio and video file formats need be supported by BUZZ Player. Read more about full list of supported media files on "Playing Files" topic
  • Your audio and video file is not corrupted. Check this by playing them on others computer or device

  • I cannot play Network file

    In case of trouble with playing a Network file on BUZZ Player, please check the following:

  • Network work file need have protocol supported by BUZZ Player. Read more about full list of supported network protocols on "Playing Files" topic
  • The Network address is typed fully and correctly
  • The media file on Network address is exist and playable. Check this by playing them on your computer's web-browser that support playing that media network file

  • I cannot play Network file that requires user name and password (update for version 1.1)

    Firstly, you need check whether the network URL you type already includes information of user name and password or not. The format of URL file for this case is as following:

    <protocol>://<username>:<password>@<hostname>/<etc.>

    Example:

    rtsp://myusername:mypassword@bugunsoft.com/video/heros.avi

    (Above example is only for illustration, can not play, because the URL is not exist. Please use the URL with user name and password you know)

    After you type the correct URL with above format, please ensure that you type the correct user name and password.

    If you still can not play network file, please refer "I cannot play Network file" troubleshooting item for more information.


    I cannot display video files on external device such as TV, Computer...

    Please check the following:

  • Your video file format has support to display by BUZZ Player
  • Your video file is not corrupted
  • Your Dock Connector to VGA Adapter already connect your iPhone/iPodTouch to your TV, Computer, Projector...
  • Your Dock Connector to VGA Adapter is not corrupted
  • Your External device is turn ON
  • You have turn ON setting of BUZZ Player to display external device

  • I cannot display subtitle of my video file (update for version 1.1)

    Please check the following:

  • Your video file format has support to display subtitle
  • Your subtitle file has the same name and copied to same folder with its video file
  • Your subtitle file is not corrupted
  • Your subtitle file is the right subtitle file of its video file
  • You have turn ON setting of BUZZ Player to display video's subtitle
  • With embedded subtitle video file and cannot display subtitle by QuickTime Player, from BUZZ Player version 1.1, you still display subtitle by change setting Playback/Core Engine to "BUZZ Player" instead of "Auto Select" by default.

  • I cannot hear sound of my video file (update for version 1.1)

    Please check the following:

  • Your video file has sound by playing it by other player or playing on your computer
  • With video file that converted by convert tool that QuickTime Player cannot play its sound, you can change BUZZ Player setting Playback/Core Engine to "BUZZ Player Engine" to hear its sound on BUZZ Player.

  • My video display subtitle with unreadable characters instead of a correct text (update on version 1.9)

    To display subtitle correctly, you have to select the correct Text Encoding. By default, BUZZ Player will "Auto Detect" Text Encoding of subtitle file to display it correctly for you. But if you change setting using Onscreen Playback Controls on Playback screen to select other Text Encoding, the subtitle maybe display incorrectly with unreadable characters. To solve this problem, please re-select Auto Detect or select the correct Text Encoding if you know exactly Text Encoding of subtitle file.

    However, with sometimes special subtitle files of special languages (Arabic, French...), you need to select correct Text Encoding to display subtitle correctly. Please refer to our instruction of Text Encoding for some languages in Display Subtitle Correctly


    I cannot play media file with specific audio/video/subtitle stream (update for version 1.2)

    From version 1.2, BUZZ Player support you to select to play audio/video file with specific audio/video/subtitle stream when your media files has multi embedded audio/video/subtitle streams. Ensure that you select right index of your streams on "Stream Index" of "Settings" window.

    Read more on "Playing files-->Select embedded audio/video/subtitle stream to play" topic.


    I only hear left or right audio channel (update for version 1.2)

    From version 1.2, BUZZ Player allow you to justify left-right audio channels while playing an audio/video file. By default, BUZZ Player select balance audio channels so that you can hear both channels. But when you change the "Auto Balance" controls on Playback screen to the Right channel is 0% or Left channel is 0%, you only can here 1 channel. It means that you only hear one ear of your headphone. So, if you don't like this, drag the "Auto Balance" slider to the middle to hear in both ears (2 channels).

    Read more on "Playing files-->Justify left-right audio channels" topic.


    I cannot increase software volume of audio / video files by tap "i" icon on playback screen (add instruction on version 1.8)

    BUZZ Player allows you to increase volume of too low volume files or decrease volume of too loud volume files by tap "i" icon on "Playback" then justify Master volume. But with audio/video files that native supported by iOS (mp4, mp3, mov...) and you select setting "Playback" > "Core Engine" with value "Auto Select", the Master volume is disable when you tap "i" icon. So, with those files, you can select "BUZZ Player Engine" instead of "Auto Select" engine to enable software volume: Master volume and Left, right channels.


    My video file looks distorted and color is bad (available from version 1.7)

    From version 1.7, BUZZ Player change the way of rendering video color to synchronize between audio and video on large file (HD and full HD). It's may affect some videos files or video sources (IP camera) and made the color distorted and bad. So, please turn ON setting "Playback" > "Software Color Conversion" to use old rendering method with good color for those files.

    Others


    I cannot browse share files on my local network that using SMB, FTP, uPnP protocols and Air Video Server (correct on version 1.6)

    From version 1.1, BUZZ Player add new feature to browse sharing files on local network that using SMB and FTP protocols.

    From version 1.3, BUZZ Player add feature to browse sharing files on local network that using uPnP protocols.

    From version 1.4, BUZZ Player add feature to browse sharing files on local network that using Air Video Server application.

    When you cannot browse SMB, FTP, uPnP or Air Video Server shared files, please check the following:

  • The function of automatic get sharing points from your network is only support for iOS version 3.1.3 or later. With lower iOS version, you need to add SMB and FTP share point manualy to browse, and you have to enter IP address of share computers. Only with iOS version 3.1.3 or later, you can add share points manually with IP address or Computer name.
  • Make sure you enter the correct user name and password when connect to the shared computer
  • Make sure your share files are using SMB or FTP protocols. By default, windows computer share file using SMB protocol. Read more about sharing files using SMB and FTP procols on topic "Browse Local Network" topic.
  • With Air Video Server share folders, check the configuration of Air Video Server on your computer: uncheck "Require Password" setting, add Share folder on Share folder list. Read more on "Browse Local Network" topic.
  • Tap Refresh button of SHARES item list to refresh latest list on Network
  • Check your network connection system and try to restart all devices: iPhone/iPod/iPad, share point, modem, share computers...

  • I cannot browse samba share files on my Windows 7 (add troubleshooting from version 1.8)

    + Please make sure you share files on windows 7 correctly so that other computers or device can access it normally. Please refer to our instruction relate to share files in windows 7 on topic "Browse Local Network" > "File Sharing on Windows 7 & Vista"

    + Make sure you connect BUZZ Player with correct user name, password, sharing address (smb://...) if you input it manually

    + If your Windows 7 installed "Windows Live", please uninstall it because BUZZ Player conflict with that software. This is the restriction of BUZZ Player, we will remove restriction as soon as possible.


    Why my iOS native supported video (mp4, mov...) play through network with not good quality of system engine? (add troubleshooting from version 1.9)

    + BUZZ Player only play iOS native supported video (mp4, mov...) by System engine on local file or through network with uPnP, http protocol. So, if you use samba, ftp or other protocols, those files will play with BUZZ Player engine that has wide supported range of file types, network protocols but the quality may be not good as system engine.

    + To use System engine when play local iOS native supported files on local or through uPnP, http protocol, please choose setting "Playback" > "Core Engine" to "Auto Select" value.


    Some other problems that are not listed here

    If you meet some other problems that are not listed here. Please contacts us for further support. There are several ways to contacts us:

  • Email to our support mail box: support@bugunsoft.com
  • Visit our website: http://bugunsoft.com/buzzplayer
  • Write review for BUZZ Player on Apple Store by using "Write Review" topic from BUZZ Player or directly write review on Apple Store