# Something's broken — do this

**One thing won't play, everything else works:**
That file is probably bad. Tell Hayden ([CONTACT]): what you were watching, what
device, and what happened. It's usually replaced quickly.

**Everything is down (site won't load at all):**
The house internet or the server is having a moment. This is rare and usually
short. Wait a bit and try again — if it's been down for several hours, ping
Hayden in case he hasn't noticed.

**Buffering / stuttering:**
Run the checklist in *Watching Movies & Shows → If playback misbehaves*. Short
version: pause 30 seconds, make sure quality is on Auto/Max, try the HD version
instead of 4K.

**The requests site works but the watch site doesn't (or vice versa):**
Genuinely useful information — mention exactly that to Hayden, it narrows things
down a lot.

**When you report a problem, the magic words are:**
what you were watching · what device/app · what it did (error text or a photo).
Those three things usually turn a mystery into a two-minute fix.