A little help, when you need it.

Tell us what happened

Include your device, operating-system version, Butter version, and the steps that led to the problem. The exact error text is useful.

• For playback issues, include the file extension and codec details if known.
• Share a screenshot with personal details removed when it helps.
• Do not send pairing invitations, passwords, or private media files.

A file no longer opens

Check that the file, external drive, or cloud download is available. In File details, use Locate file… to renew access to the original file. If its contents changed, the old playback position may no longer apply.

A thumbnail or cover is missing

Check that the original file is accessible, then open File details and try Read details and artwork. Not every file has a readable cover or preview; Butter shows the small butter block when artwork is unavailable. If an expected image is still missing, tell support the file type and any notice shown in File details.

Playback stops or looks wrong

Try another known local file and note whether the issue affects one file or several. A familiar extension can contain different codecs. HDR and hardware decoding depend on the media and device; they are not guaranteed for every file.

Subtitles are missing or out of time

Check the selected subtitle track and whether subtitles are enabled. For a separate caption file, open it again from the Subtitles menu to renew access. Use the timing controls for a consistent offset.

A paired connection was interrupted

Check that Device Link is enabled on both devices, local-network permission is allowed, and the source is reachable with its file still available. Keep Butter open on the source; on iPhone or iPad it must stay in the foreground. Reconnect, choose Play on the receiver again, and approve Play here there. Pairing does not copy or automatically sync your library.