Missing media
Permissions, partial access, filters, refresh and selected folders.
Fix library access →Help without asking for your media
Keep the files private.
Send the facts.
Most access and playback issues can be diagnosed from your app version, Android version, device model and file format—without sending a personal photo or video.
Choose a topic
Start with the shortest path.
Each guide begins with safe checks that do not alter your media.
Video or audio issue
Containers, codecs, device decoders, DRM and damaged files.
Troubleshoot playback →SD card or hidden folder
Android folder grants, refresh, removal and hidden-media limits.
Review folder access →Restore access
Google account checks, Play installation and entitlement restore.
Restore Pro →Data and permissions
What stays local, what uses network services, and your controls.
Open privacy policy →Report a problem
A privacy-preserving checklist for a useful support report.
Prepare a report →Five safe checks
Try these before changing a file.
Do not clear storage, uninstall, delete media or revoke a folder until you understand what the action will remove.
- Confirm the phone runs Android 8.0 or newer and Offln Scrl is updated through Google Play.
- Open Android Settings → Apps → Offln Scrl → Permissions and review photo/video access.
- Return to the gallery, choose All media, clear folder/Liked filters, and refresh.
- Open one known-good camera video and one JPG photo to separate a library issue from a specific codec/file issue.
- Restart Offln Scrl. Restart the phone only if the Android media index or Play services appear stuck.
Library access
When photos or videos are missing.
Android controls which media an app can see. A denied, partial or revoked grant is the most common first check.
Whole-library access
- Review Photos and videos permission in Android settings.
- On Android 14+, check whether only selected items were allowed.
- Choose All, Videos or Photos and confirm a folder filter is not active.
- Refresh after copying new media to the phone.
- Allow Android time to index a large or newly inserted SD card.
Individually selected media
- Use the app’s file or folder picker and select the source again.
- If a provider was removed, signed out or unavailable, its URI may stop working.
- Cloud document providers are not a substitute for local folders in the hidden-folder flow.
- Removing a grant from Offln Scrl does not delete the source files.
Do not clear app storage as a first fix. That removes Offln Scrl settings, likes and remembered folder grants. It does not delete the original gallery, but you will need to configure the app again.
Playback diagnosis
An extension is not the whole format.
MP4, MKV and similar names describe containers. The streams inside can use codecs and profiles that a particular Android device cannot decode.
| Symptom | Likely checks | Useful report detail |
|---|---|---|
| Video will not open | Try a known-good camera clip; check DRM, transfer completion, storage availability and file corruption. | Container, video codec/profile, resolution, Android version and device. |
| Picture but no sound | The audio codec or track may be unsupported, missing or damaged. Try another player only to compare decoder support. | Audio codec, channel count, sample rate and whether another local player decodes it. |
| Sound but no picture | Video codec, profile, bit depth or hardware decoding may exceed device support. | Video codec, profile, bit depth, resolution and frame rate. |
| Stutter or heat | High resolution, frame rate, bit depth or software fallback can exceed device resources. Close heavy apps and test a smaller file. | File size, duration, codec, resolution/frame rate and whether the phone was charging. |
| GIF restarts after pause | Animated-image resume behavior can vary by Android version. | Android version, GIF or animated WebP, and exact pause/resume steps. |
| Audio extraction fails | The source may have no audio track or a track incompatible with M4A remuxing. Ensure the chosen destination is writable. | Container/audio codec and whether the app reported a silent video. |
A free tool such as MediaInfo can show technical codec details. Review its privacy policy before opening personal media, and do not upload your file to an online checker unless you accept that service’s handling.
Folders and storage
Grant only what you intend to browse.
Offln Scrl uses Android’s Storage Access Framework for folders you choose. The permission can persist, be refreshed, or be removed.
SD card and removable storage
Select a compatible local folder through Android’s system picker. Support depends on the device, Android document provider, storage state and whether read/write access is offered.
Hidden and .nomedia folders
Purchased Pro can include a deliberately selected hidden folder. This makes it visible inside Offln Scrl; it does not encrypt, lock, move or conceal the source from another capable app.
Refresh a folder
If files changed outside Offln Scrl, use refresh. Large trees and slower removable storage can take time. Keep the provider mounted and accessible while scanning.
Remove access safely
Remove the folder from Offln Scrl to revoke its grant and clear its app cache. This is different from selecting media and choosing permanent Delete.
Pro and Google Play
Restore the purchase, not a local switch.
Pro is associated with the Google Play account used to purchase it. Network access is required when Google Play/RevenueCat must verify ownership.
Restore Pro
- Connect: use a stable internet connection.
- Check account: select the purchasing Google account in Play Store.
- Check source: install Offln Scrl from Google Play.
- Restore: open the app’s purchase screen and choose Restore Purchases.
- Refresh: after success, return or restart if the visible state has not changed.
If it still fails
- Look for a pending, cancelled or refunded order in Play purchase history.
- Confirm a different Google account did not complete the order.
- Update Play Store and Google Play services.
- Email the order ID (usually beginning
GPA.), app version, device and error text. - Never send your Play password or payment-card information.
Family Library: Google Play in-app purchases are not automatically shared through Family Library. A parent can approve a purchase without turning it into a family-wide entitlement.
Refunds
Begin with Google Play’s refund request flow. If Google asks you to contact the developer, email the order ID and a concise issue description to [email protected]. Eligibility depends on Google Play policy, applicable law and the request circumstances. A refunded or revoked purchase no longer provides a valid Pro license.
Privacy controls
Change access without guessing.
Media permission, folder grants, crash reporting, ad choices and local data are controlled in different places.
| What to change | Where | Effect |
|---|---|---|
| Photo/video permission | Android Settings → Apps → Offln Scrl → Permissions | Changes the whole or partial media library available to the app. |
| Selected folder | Offln Scrl folder settings or Android permission controls | Revokes future folder access; does not delete files. |
| Crash reporting | Offln Scrl → Settings → Privacy & Data | Changes the app’s Crashlytics collection setting for supported versions. |
| Advertising choices | Offln Scrl privacy options when available, plus Android/Google ad settings | Updates consent or advertising-ID choices subject to provider rules. |
| Local app state | Android Settings → Apps → Offln Scrl → Storage → Clear storage | Removes app preferences, likes and remembered grants; does not delete the media library or refund Pro. |
Useful support report
Details beat private attachments.
Please do not attach personal media unless support specifically asks, explains why it is needed, and you choose to share it.
Include these facts
- Offln Scrl version
- Android version and device model
- Exact steps and visible error
- Whether it happens every time
- Container/codec details when relevant
- Google Play order ID only for purchase support
Keep these private
- Google password or verification codes
- Payment-card or bank details
- Unrelated device logs
- Personal media and folder names unless essential
- Government identifiers or private account data
Quick answers
Common support questions.
Start here, then use the detailed guides above if the issue continues.
Why is media missing from Offln Scrl?
Check Android photo and video permission, partial-library selection, the active media/folder filter, and hidden-media settings. Refresh the library or select the folder through Android if needed.
Why will a video not play or has no sound?
An extension such as MP4 or MKV is only a container. Playback depends on its video and audio codecs, profile, DRM, file condition, Android version and the device decoders. Try another known-good file and include codec details in a support request.
How do I restore Offln Scrl Pro?
Connect to the internet, confirm the Play Store is using the Google account that made the purchase, install the Play version of Offln Scrl, then choose Restore Purchases. Restart after successful verification if the interface has not updated.
Does deleting media use a recycle bin?
No. Offln Scrl delete is permanent after Android or in-app confirmation. Removing folder access is different: it disconnects the folder from Offln Scrl without deleting its files.
How do I request a refund?
Start with Google Play's refund request flow. If Google directs you to the developer, email support with the Google Play order ID and issue description. Never send a password or payment-card number.
Still stuck?
Tell us what happened—not what the media contains.
Send the technical facts above and a concise description. Support can ask for the minimum extra information needed.