Envoyer une demande d’aide utile

Utilisez l’adresse de soutien officielle

Email [email protected] for Odyssey app, account, profile, guide, source-management or purchase questions. Start with the outcome you wanted and the exact point where it failed.

Odyssey supplies no media. If a provider has removed a title or denied access to its account, describe that distinction clearly. A support request cannot grant media rights or restore a provider's missing file.

Une courte séquence reproduisable

1. Identifier le dispositif et la version du système d'exploitation.
2. Ouvrir Aide & Aide & A propos and record the Odyssey version; include the build number if displayed.
3. Nommez l’écran et contrôlez exactement ce que vous avez utilisé.
4. Écrivez la plus courte séquence qui reproduit le problème.
5. Établissez ce que vous attendez, ce qui s'est passé au lieu et tout erreur visible de la rédaction.
6. Il inclut la zone de temps et d’approximation, en particulier pour les échecs intermittents.
7. Pour le playback, incluez le type source, le titre et l'épisode ou l'édition, sans détails de connexion privée.

Useful comparisons include “one title fails but another plays”, “local playback works but AirPlay fails”, or “the same profile differs on these two devices”. Say which tests you actually performed rather than describing a suspected cause as established fact.

Préparer un résumé de soutien si nécessaire

1. Ouvrir Settings → Sources → Fournisseur de santé.
2. Vérifiez l'état de la source pertinente, le dernier réfrigérateur réussi et toute dernière échec.
3. Choisir Le résumé de l'aide à l'exportation.
4. On iPhone, iPad or Mac, Copie de la source Il est également disponible.
5. Veuillez consulter les informations résultantes et ajouter ou ajouter uniquement le matériel pertinent à votre demande.

On Apple TV, the export presents a support-summary view; the copy action is limited to the non-TV platform branches. Where Kids protection restricts settings, complete the appropriate owner approval. Ordinary adult troubleshooting does not require a routine owner-PIN step.

Traiter les diagnostics comme un choix séparé

Définition de la diagnostics ouverte displays local diagnostic information. The current app does not automatically upload its app, playback or crash diagnostic events.

Utiliser Le résumé de l'aide à l'exportation when you want a report to inspect and share deliberately. Where available on iPhone, iPad and Mac, Copie de la source provides a copy action. Opening Diagnostics or exporting a summary is not the same as starting a support conversation.

Review copied text, exported material and screenshots before sending them. Remove passwords, full management codes, private invitation links and credential-bearing source addresses.

Laissez les credentials

Do not email provider passwords, access tokens, management codes, payment details or complete private playlist and stream URLs. Redact them from screenshots as well as text. A code visible behind an error dialog is still visible to anyone receiving the image.

You can normally describe a source as “my Jellyfin server” or “my authorised Live TV provider” without exposing its address. If the host name itself contains private information, omit it until an appropriate support process establishes what is needed.

Un rapport de playback

Le sujet : Apple TV — one episode fails after source selection

“On my Apple TV, Odyssey [version and build] opens the detail page for [series, season and episode]. I choose Play, select the source named Home Library, and see ‘Stream unavailable’. This happened around 20:15 BST on [date]. Another episode from the same server plays. I have attached the relevant support summary with private details removed.”

This example separates the actual observation from an unproven explanation. For a layout or accessibility issue, replace the playback comparison with the affected screen, input method and focus behaviour.

Après l’envoi

Keep your original report and note any later change that affects the result. If you find a repeatable workaround, reply with the exact steps and their limits. Avoid sending repeated requests with conflicting device or profile details.

Quand recevons-nous une réponse ? Cette guide ne définit pas une garantie de temps de réponse.

Faut-il permettre le diagnostic ? You can describe the issue without exporting a report. Diagnostics remain local unless you deliberately share a summary or other material.