Before seeking help, please make sure you have first tried these following:
Before seeking help, please make sure you have tried these following first:
- **Updating** Overseerr to the latest version.
- **Stopping and restarting** Overseerr.
- **Restarting** your machine.
- **Clearing** your browser cache.
- **Analyzing** your logs, you just might find the solution yourself!
- **Searching** the [documentation](../), [installation guide](../getting-started/installation.md), and [FAQs](./faq.md).
- **Update** to the latest version.
- ["Have you tried turning it off and on again?"](https://www.youtube.com/watch?v=nn2FB1P_Mn8)
- **Analyze** your logs, you just might find the solution yourself!
- **Search** the [Wiki](../), [Installation Guides](../getting-started/installation.md), and [FAQs](faq.md).
- If you have questions, feel free to ask on [Discord](https://discord.gg/PkCWJSeCk7) \(Please review our [Code of Conduct](https://github.com/sct/overseerr/blob/develop/CODE_OF_CONDUCT.md).\) Be sure to include a link to your logs. See [How can I share my logs?](asking-for-support.md#how-can-i-share-my-logs) below.
If you still have questions after troubleshooting on your own, feel free to ask on [Discord](https://discord.gg/PkCWJSeCk7)! (Please review our [Code of Conduct](https://github.com/sct/overseerr/blob/develop/CODE_OF_CONDUCT.md) before posting.)
Be sure to also include a link to your logs. (Please see [How can I share my logs?](asking-for-support.md#how-can-i-share-my-logs) below.)
## What should I include when asking for support?
When you contact support, a vague statement like "it doesn't work" leaves little to go on to figure out what is wrong for you. When contacting support, try to include as much information as possible. Try to answer the following questions:
When contacting support, please try to include as much information as possible. A vague statement like "it doesn't work" provides very little to go on, and makes it difficult for us to help you.
Try to answer the following questions:
- What did you try to do? When you describe what you did to reach the state you are in, we may notice something you did differently from the official instructions, or something required by your unique setup. The following are questions that should be answered in your request:
- What were you trying to do, and how did you attempt it?
- What command did you enter?
- What did you click on?
- What settings did you change?
- Did you follow official instructions, or a third-party guide?
- Provide a step-by-step list of what you tried.
- What do you see? We cannot see your screen so some of the following is necessary for us to know what is going on:
- Provide a brief description of your setup.
- What exactly do you see?
- Did something happen?
- Did something not happen?
- Are there any error messages showing?
- Provide screenshots to help us see what you are seeing.
- Share your Overseerr logs, which show exactly what happened and are often critical for identifying issues \(see [How can I share my logs?](asking-for-support.md#how-can-i-share-my-logs) below\).
- Share your Overseerr logs, which show exactly what happened and are often critical for identifying issues (see [How can I share my logs?](asking-for-support.md#how-can-i-share-my-logs) below).
## How can I share my logs?
1. Locate the log file at `<Overseeerr-install-directory>/logs/overseerr.log`
1. Locate the current log file at `<your Overseeerr config directory>/logs/overseerr.log`.
2. Open the log file and **copy its contents** into a [**secret gist** on GitHub](https://gist.github.com/). If you upload your logs elsewhere, we may ask you to share them again via GitHub Gist.
3. **Share the link/URL to your secret gist** in the [`#support` channel in our Discord server](https://discord.gg/PkCWJSeCk7).
If you can't find a solution here, please ask on [Discord](https://discord.gg/PkCWJSeCk7). Please do not post questions on the GitHub issues tracker.
If you can't find the solution to your problem here, please seek help on [Discord](https://discord.gg/PkCWJSeCk7).
_Please do not post questions or support requests on the GitHub issue tracker!_
{% endhint %}
## General
### I receive 409 or 400 errors when requesting a movie or TV series!
**A:** Verify you are running Radarr and Sonarr v3. Overseerr was developed for v3 and is not currently backwards-compatible with previous versions.
### How do I keep Overseerr up-to-date?
**A:** Use a 3rd party updating mechanism such as [Watchtower](https://github.com/containrrr/watchtower) or [Ouroboros](https://github.com/pyouroboros/ouroboros) to keep Overseerr up-to-date automatically.
Use a third-party update mechanism (such as [Watchtower](https://github.com/containrrr/watchtower), [Ouroboros](https://github.com/pyouroboros/ouroboros), or [Pullio](https://hotio.dev/pullio)) to keep Overseerr up-to-date automatically.
### How can I access Overseerr outside my home network?
### How can I access Overseerr outside of my home network?
**A:** The easy and least secure method is to forward an external port \(`5055`\) on your router to the internal port used by Overseerr \(default is TCP `5055`\). Visit [Port Forward](http://portforward.com/) for instructions for your particular router. You will then be able to access Overseerr via `http://EXTERNAL-IP-ADDRESS:5055`.
The easiest but least secure method is to simply forward an external port (e.g., `5055`) on your router to the internal port used by Overseerr (default is TCP `5055`). Visit [Port Forward](http://portforward.com/) for instructions for your particular router. You would then be able to access Overseerr via `http://EXTERNAL-IP-ADDRESS:5055`.
The more advanced and most preferred method \(and more secure if you use SSL\) is to set up a web server with NGINX/Apache, and use a reverse proxy to access Overseerr. You can lookup many guides on the internet to find out how to do this. There are several reverse proxy config examples located [here](../extending-overseerr/reverse-proxy-examples.md).
A more advanced, user-friendly, and secure (if using SSL) method is to set up a web server and use a reverse proxy to access Overseerr. Please refer to our [reverse proxy examples](../extending-overseerr/reverse-proxy-examples.md) for more information.
The most secure method, but also the most inconvenient, is to set up a VPN tunnel to your home server, then you can access Overseerr as if it is on a local network via `http://LOCAL-IP-ADDRESS:5055`.
The most secure method (but also the most inconvenient method) is to set up a VPN tunnel to your home server. You would then be able to access Overseerr as if you were on your local network, via `http://LOCAL-IP-ADDRESS:5055`.
### Overseerr is amazing! But it is not translated in my language yet! Can I help with translations?
**A:** You sure can! We are using [Weblate](https://hosted.weblate.org/engage/overseerr/) for translations. If your language is not listed, please [open a feature request on GitHub](https://github.com/sct/overseerr/issues/new/choose).
You sure can! We are using [Weblate](https://hosted.weblate.org/engage/overseerr/) for translations. If your language is not listed, please [open a feature request on GitHub](https://github.com/sct/overseerr/issues/new/choose).
### Where can I find the changelog?
**A:** You can find the changelog in the **Settings → About** page in your Overseerr instance. You can also find it on [GitHub](https://github.com/sct/overseerr/releases).
### Can I make 4K requests?
You can find the changelog in the **Settings → About** page in your Overseerr instance if you are using the `latest` tag. You can alternatively review the [release/version history on GitHub](https://github.com/sct/overseerr/releases).
**A:** Yes! When adding your 4K Sonarr/Radarr server in **Settings → Services**, tick the `4K Server` checkbox. You also need to tick the `Default Server` checkbox if it is the default server you would like to use for 4K content requests. (To enable 4K requests, there need to be default Sonarr/Radarr servers for both 4K content **and** non-4K content.)
If you are using the `develop` tag, please refer to the [commit history for that branch on GitHub](https://github.com/sct/overseerr/commits/develop).
### Some media is missing from Overseerr that I know is in Plex!
**A:** Overseerr supports the new Plex Movie, legacy Plex Movie, TheTVDB, and TMDb agents. Please verify that your library is using one of the agents previously listed. If you are changing agents, a full metadata refresh will need to be performed. Caution, this can take a long time depending on how many items you have in your movie library.
Overseerr currently supports the following agents:
**Troubleshooting Steps:**
- New Plex Movie
- Legacy Plex Movie
- New Plex TV
- Legacy Plex TV
- TheTVDB
- TMDb
- [HAMA](https://github.com/ZeroQI/Hama.bundle)
First, check the Overseerr logs for media items that are missing. The logs will contain an error as to why that item could not be matched. One example might be `errorMessage":"SQLITE_CONSTRAINT: NOT NULL`. This means that the TMDb ID is missing from the Plex XML for that item.
Please verify that your library is using one of the agents previously listed.
When changing agents, a full metadata refresh of your Plex library is required. (Caution: This can take a long time depending on the size of your library.)
#### Troubleshooting Steps
First, check the Overseerr logs for media items that are missing. The logs will contain an error as to why that item could not be matched.
1. Verify that you are using one of the agents mentioned above.
2. Refresh the metadata for just that item.
@ -58,44 +66,58 @@ You can also perform the following to verify the media item has a GUID Overseerr
4. Legacy Plex Movie agent `guid="com.plexapp.agents.imdb://tt0765446"`
### TV series requests are failing after I updated Overseerr!
**A:** Language profile support for Sonarr was added in [#860](https://github.com/sct/overseerr/pull/860), along with a new "Language Profile" required setting. If your TV series requests are failing, please make sure that you have a default language profile configured for each of your Sonarr servers in **Settings → Services**.
### Where can I find the log files?
### Where can I find the logs?
Please see [these instructions on how to locate and share your logs](./asking-for-support#how-can-i-share-my-logs).
**A:** The logs are located at `<Overseeerr-install-directory>/logs/overseerr.log`
## Users
## User management
### Why can't I see all of my Plex users?
### Why can't I see all my Plex users?
Navigate to your **User List** in Overseerr and click **Import Users from Plex** button.
**A:** Navigate to your **User List** in Overseerr and click **Import Users from Plex** button. Don't forget to check the default user permissions in the **Settings → General Settings** page beforehand.
Don't forget to set the [default user permissions](../settings/README.md#default-user-permissions) before importing users.
### Can I create local users in Overseerr?
**A:** Head to the **Users** page and hit **Create Local User**. Keep in mind that local user accounts need a valid email address.
Head to the **Users** page and hit **Create Local User**. Keep in mind that local user accounts need a valid email address.
### Is is possible to set user roles in Overseerr?
**A:** User roles can be set for each user on the **Users** page. The list of assignable permissions is one that is still growing, so if you have any suggestions, [make a feature request](https://github.com/sct/overseerr/issues/new/choose) on GitHub.
User roles can be set for each user on the **Users** page. The list of assignable permissions is still growing, so if you have any suggestions, [submit a feature request](https://github.com/sct/overseerr/issues/new/choose)!
## Requests
### I receive 409 or 400 errors when requesting a movie or TV series!
Verify you are running v3 of both Radarr and Sonarr. Overseerr is not backwards-compatible with previous versions.
### Can I allow users to submit 4K requests?
Yes! If you keep both non-4K and 4K content in your media libraries, you can link separate 4K Radarr/Sonarr servers to allow users to submit 4K requests. (You must configure default non-4K **and** default 4K Radarr/Sonarr servers.)
Please see the [Services documentation](../settings/README.md#services) for details on how to configure your Radarr and/or Sonarr servers.
Note that users must also have the **Request 4K**, **Request 4K Movies**, and/or **Request 4K Series** permissions in order to submit requests for 4K content.
### I approved a requested movie and Radarr didn't search for it!
**A:** Check the minimum availability setting in your Radarr server. If a movie does not meet the minimum availability requirement, no search will be performed. Also verify that Radarr did not perform a search, by checking the Radarr logs. Lastly, verify that the item was not already being monitored by Radarr prior to approving the request.
Check the minimum availability setting in your Radarr server. If a movie does not meet the minimum availability requirement, no search will be performed. Also verify that Radarr did not perform a search, by checking the Radarr logs. Lastly, verify that the item was not already being monitored by Radarr prior to approving the request.
### Help! My request still shows "requested" even though it is in Plex!
**A:** See "[Some media is missing from Overseerr that I know is in Plex!](./faq.md#some-media-is-missing-from-overseerr-that-i-know-is-in-plex)" for troubleshooting steps.
See "[Some media is missing from Overseerr that I know is in Plex!](./faq.md#some-media-is-missing-from-overseerr-that-i-know-is-in-plex)" for troubleshooting steps.
### Series requests keep failing!
If you configured a base URL in Sonarr, make sure you have set the base URL option appropriately in Overseerr.
### Approved series requests keep failing!
Also, check that you are using Sonarr v3 and that you have configured a default language profile in Overseerr.
**A:** If you configured a base URL in Sonarr, make sure you have set the base URL option appropriately in Overseerr. Also, check that you are using Sonarr v3 and have configured a default language profile in Overseerr.
Language profile support for Sonarr was added in [#860](https://github.com/sct/overseerr/pull/860), along with a new, _required_**Language Profile** setting. If series requests are failing, make sure that you have a default language profile configured for each of your Sonarr servers in **Settings → Services**.
## Notifications
### I am getting "Username and Password not accepted" when attempting to send email notifications via Gmail!
**A:** If you have 2-Step Verification enabled on your account, you will need to create an [app password](https://support.google.com/mail/answer/185833).
If you have 2-Step Verification enabled on your account, you will need to create an [app password](https://support.google.com/mail/answer/185833).
TheCatLady
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