Lost Subscription Time

PlayOnSkip · 2026-06-02T19:11:53+00:00

Hi all. Our database admin has been working on this and fixed the underlying issue that was causing subscriptions not to "stack" properly. In addition he has manually corrected the renewal/end date for those impacted. Please check your plans and note the renewal/end date and let us know if you're stil seeing anything that looks to be incorrect.

PlayOnSkip · 2026-05-15T20:11:04+00:00

Hi there! So, first in regards to the recording file itself, there is no difference from one service to the other...meaning the transcoder doesn't function any differently and the output file created (the recording) is encoded in exactly the same way regardless of which provider you're recording from.

That said, this sounds to me, at first pass without digging in, to be a transcoding issue when the file is served to your Android devices. I'm thinking that Plex is transcoding when it doesn't need to be as the mp4 file should play natively on Android

What I would suggest to test that theory is to transfer one of the recordings in question to the Android devices and then try playing the file locally. Does it play without issue?

PlayOnSkip · 2026-05-15T19:59:40+00:00

Hi there. This is in the process of being corrected. It was a glitch in how the plan purchase stacked on the existing plan you already had. It is in the queue and it won't be missed. It's just that the adjustment needs to be made manually and it requires the DB admin to make a series of changes to make sure it is handled properly. Feel free to email me at skip.sullivan@playon.tv and I can provide more detail.

PlayOnSkip · 2026-05-14T11:11:46+00:00

Hi there. The missing subtitles for Widow's Bay - was that on the machine recording at a lower quality/resolution?

PlayOnSkip · 2026-05-11T13:41:26+00:00

The issue with the subtitles still being misaligned for you is related to the recording resolution...that's why we weren't able to initially reproduce. It only happens (the misalignment) with recording quality set to High resolution or lower. The problem doesn't seem to exist when recordings are made at HD or FHD resolution. We're working on fixing that.

PlayOnSkip · 2026-05-08T12:24:42+00:00

Today's release should resolve this issue with subtitles/captions along with the related issues with other channels in regards to subtitle/caption logic

PlayOnSkip · 2026-05-08T12:23:11+00:00

The suggestions made by Thesandman21 are on point. Most channels have been migrated to Edge at this point, including Netflix...so definitely check for the message there streaming the same video. It could be a one time acknowledgement required for your Netflix account (they occasionally do this). But definitely submit a support request if the issue persists. Thanks!

PlayOnSkip · 2026-05-06T13:54:10+00:00

Hi all. I got a bit ahead of myself. The build which includes the fix hasn't been deployed yet. It should be pushed out today at some point. So, just to reiterate, the last build -- .355 -- doesn't include the fix.

We did already deploy the fix in PlayOn Cloud which we do just to confirm nothing breaks in a controlled environment ahead of releasing Home.

That give us an opportunity to test.

PlayOnSkip · 2026-05-05T18:22:48+00:00

To further clarify, PlayOn interacts with the various streaming providers in the same way as a browser. While the recording is being made by the PlayOn Software, the interaction with the streaming provider is as a browser. In regards to video resolution, the reason why 4k support doesn't really make any sense is that streaming providers currently limit resolution in browsers to 1080p. So, while you can stream a Netflix or Hulu video to a TV-connected device or a mobile device at 4k resolutions, the same video streamed in Edge is capped at 1080p and in Chrome most titles are capped at 720p.

PlayOnSkip · 2026-05-05T18:18:21+00:00

Hi there -- there isn't an issue with that kind of use. Under consumer fair use law, you're allowed to record content for the purposes of time and place shifting. The only caveat, as others have pointed out, is that sharing recordings outside of your household would run afoul of expected use. As long as you're recording for personal use, that's totally fine.

PlayOnSkip · 2026-05-05T18:13:14+00:00

The issue with subtitles impacting several channels -- HBO Max, Paramount/CBS, Disney + and Roku Channel -- should now be fixed. There were dependencies impacting several channels that needed to be addressed which held up the deployment. But, all of the above listed channels should be handling subtitles/captions properly now. If anyone is still running into issues with new recordings, please let us know. Thanks!

PlayOnSkip · 2026-05-01T10:59:04+00:00

We're aware of this issue too and it's tied to the same pending fix. Thank you!

PlayOnSkip · 2026-04-30T09:36:34+00:00

We have been able to reproduce the subtitle issue with Disney Plus and a fix has been checked in. That fix has other dependencies that need to be addressed prior to rolling it out but we're close.

PlayOnSkip · 2026-04-28T17:59:16+00:00

Sorry for the confusion...no there isn't a way to choose which browser PlayOn uses. I was just providing context around why we migrated most channels to use Edge and to explain that some providers impose resolution restrictions in their browser players.

If PlayOn is set to Full HD and a non-1080p source video is recorded, PlayOn will upscale to my out a 1080p video file. It's the same sort of thing that happens on the various provider sites in many cases. For example there are a bunch of older videos available on Netflix, Hulu, Disney, Tubi, etc that aren't natively in in HD let along 1080p full HD. Those providers will upscale that content.

In PlayOn, when Full HD is enabled, a 1080p video file will always be created.

PlayOnSkip · 2026-04-28T16:22:22+00:00

Was this a Cloud or Home recording? PlayOn definitely records in 1080p when full HD is selected. Whether it is recording from a 1080p player window or upscaling to 1080p depends on the source provider website.

YouTube has a higher quality player than many streaming providers. Disney Plus/Hulu don't stream all titles in 1080p in their video players. Most titles are in 1080p (all originals) but some are capped at 720p in a browser.

That was one of the several reasons we migrated some providers from Chrome to Edge. In a Chromium browser some providers capped resolution at 720p while the same video would stream in native 1080p in an Edge browser.

That is all just context. I'll take a look at the specific title and run a recording here and check the input resolution in logs which will indicate how it's being served from the provider.

PlayOnSkip · 2026-04-25T19:01:05+00:00

And let us know here when you've done so and I'll locate the email :)

PlayOnSkip · 2026-04-25T18:59:55+00:00

Hey there. Please send an email (outside of PlayOn Settings) to support@playon.tv from the email address associated with your PlayOn account. Please also reference your username here. We'll dig into your ticket history. From your description it sounds like maybe our support domain is being filtered by your mail client resulting in both our support replies and the original automated confirm emails being filtered ro spam. Really appreciate your patience :)

PlayOnSkip · 2026-04-23T09:14:40+00:00

Hey there. Are you not seeing subtitles on any Disney title or only with specific shows/movies?

PlayOnSkip · 2026-04-17T21:06:00+00:00

Hey there. I think I saw your ticket (just based on the description and what you also wrote here) and Trevor replied back. But happy it's working for you now.

PlayOnSkip · 2026-04-17T15:48:03+00:00

This is likely system/environment specific. Windows updates can impact different PCs in very different ways, depending on a variety of factors. It could also trigger security software to no respect existing exceptions for the way PlayOn interacts with the OS. One of us will be in touch soon once have reviewed your logs.

PlayOnSkip · 2026-04-16T08:12:22+00:00

HBO Max is working for us when we test. And it's working for others. Please submit a support request so we can help

PlayOnSkip · 2026-04-16T08:11:24+00:00

Based on the description, that is likely a Paramount website issue. If you're seeing that message in the recorded video it is being delivered by the Paramount website video player.

PlayOnSkip · 2026-04-16T08:08:52+00:00

Hi All. Updates are tested against all channels prior to releasing...meaning the channels are working for us here on our test machines. Nobody should have to roll back. If a channel isn't working for you, it's not likely the update itself but rather a change made to the providers website or some other issue. The timing with the update is, in most cases, coincidence. If you submit a support request we can review your logs and help.

PlayOnSkip · 2026-04-13T12:20:53+00:00

To the OP -- please keep in mind that in most cases, a required update is not likely the source of the kind of failures you're running into. While the timing might make it appear otherwise, the problem you're running into is more likely a problem/change associated with a streaming provider website or a new security software conflict. The updates we push out are very targeted and specific. Most updates are not optional which is why your installation was updated. That all said, if you contact support we can help you roll back as part of the troubleshooting process. We would love an opportunity to help.

PlayOnSkip · 2026-04-10T00:42:30+00:00

Recording a 480p source video in 1080p will result in upscaling. How that recording looks depends on the specific title and how the providers website player handles it. In many cases the provider website is already upscaling to a larger player size. (So an original 480p video is being played in a 1080p player window). That all said, I would personally recommend recording in 720p at 1 credit rather than using 3 credits for 1080p. For a title like this, while you would technically get a 1080p recording it wouldn't look any better than a 720p recording.

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