Support

Check that the file still exists and its drive or server is available. Try another video to see whether the problem is specific to one file. If the media is on a network share, check the server address and saved login.

On Windows, an external drive may return with a different drive letter after a system change. Reconnect it and restore the expected location, or select the correct folder again. On Mac, check that Dreamzy VR still has access to the selected folder and permission to use the local network.

If the problem continues, note whether it happens while opening, seeking or playing, and copy the error text. Send those details to support before removing saved settings.

Keep Dreamzy VR open on both devices and check that they can reach each other on the network. Guest Wi-Fi, client isolation, VPNs and firewalls can prevent devices from communicating even when both have internet access.

Allow local network access when the operating system asks. For Apple devices using iCloud discovery and sync, check that they use the same Apple account. Other computers need a completed pairing in the app.

Check the app’s computer list and connection status. If you need to pair again, use a new code and share it only with a computer you trust. Do not post a pairing code in a bug report.

Check the computer that owns the folder. Its drive must be connected, the folder must still be shared in Dreamzy VR, and the app must be running. An app-shared folder is separate from a Windows or Mac SMB share.

For SMB and other server connections, verify the share name and login. A worker also needs its own access to the source; pairing does not send server passwords to it. On Windows, check that the source can be opened through File Explorer. Avoid exposing a private share to the internet to work around a local connection problem.

Look at the operation’s progress and the selected computer’s name on the Home screen. A connected computer owns its job, so keep that app running while it works. Reopening the phone app should let it reconnect to the worker’s operation list.

Large files, long gaps between keyframes, network reads and slower drives can all affect analysis time. If an operation fails, keep the error text and note the last visible progress or stage. Report whether it ran on the viewing device or a connected computer.

Use the operation’s Cancel control if you want to stop it. Avoid repeatedly submitting the same file while you are checking its status.

Compare normal playback with seeking, and try the same source directly on the computer that stores it. This helps distinguish drive or network access from decoding and rendering.

For phone playback, heat and the source codec can affect sustained performance. For remote processing, check both the worker’s source connection and the link to the viewing device. When reporting a problem, include whether the file is local, on a server or app-shared, and whether playback is processed by another computer.

Check the video’s source projection and eye layout in the editor. Fisheye and equirectangular video need different projection settings, and automatic detection can be wrong. Compare the eyes when checking alignment.

For Cardboard viewing, scan the QR code for your actual viewer so its lens profile is used. If you are reporting a mismatch, describe whether you see it in the editor, ordinary 2D playback or immersive viewing.

Compare the same frame and the same Original/Edited state. Display features such as True Tone and Night Shift can change perceived warmth; HDR capability and screen brightness also affect the comparison.

Automatic color is a starting point, and different lighting can need different scene adjustments. For a useful report, describe the visible issue and include the source format and display mode. You do not need to send the video itself.

On Apple devices, check the Apple account, iCloud availability and the sync status in Dreamzy VR. Keep both apps open long enough to exchange settings. Paired computers also need an active connection.

Video edits and scene settings sync, but local recents, watch history, downloaded media and favorite-video playlist files are separate. Server credentials may arrive separately through Apple Keychain; a paired Windows computer uses its own source access. Do not clear the working device’s settings to force a sync.

On a supported computer, repair rebuilds a compatible container and its seek index without re-encoding the video. It creates a separate copy beside the original and needs write access and space for a full copy. Your original is kept.

Remuxing cannot recover missing detail or repair every damaged video stream. The operation can refuse a file when it cannot preserve its tracks or important metadata. Keep that error text for support rather than deleting the source.