Support

Most problems come down to how Usher reaches your server. The answers below cover the common ones. If yours isn't here, email support@usherplayer.app or open an issue on GitHub, and say which Mac and macOS version you have.

Usher can't find my server

Check that Plex Media Server is running and signed in to the same Plex account you used in Usher. On your home network Usher connects to the server directly. Away from home, turn on Remote Access in the server's Plex settings. Without it, Usher falls back to Plex's relay, which is much slower.

The first time Usher connects on your home network, macOS asks whether it may find devices on your local network. If you said no, turn it back on in System Settings, Privacy and Security, Local Network.

A video won't play

Usher shows the reason on screen. If it says the server couldn't find the file, the file has moved since Plex last scanned it, so scan the library in Plex and try again. If the server refused access, sign out of Usher and back in.

The picture stops to buffer

Usher plays the original file, so a 4K film needs a fast and steady connection to your server. Ethernet or 5 GHz Wi-Fi works best. If a connection drops, Usher reconnects and carries on from the same moment.

Something is marked watched that I didn't finish

Your Plex server decides when something counts as watched, at 90 percent by default or when the credits start. You can change this on the server under Settings, Library, Video played threshold.

Switching profiles

Click your profile at the bottom of the sidebar, or choose Switch Profile from the Usher menu. The option appears when your Plex account has a Plex Home with more than one person in it.

Keyboard shortcuts

Space plays and pauses. Left and Right skip 10 seconds, or 60 with Shift. S skips an intro or the credits, N starts the next episode, F toggles full screen, and Esc leaves the player. The full list is in Usher's Settings.

The free trial and purchases

Usher is free to download. The first time you press Play, you can start a 7-day free trial. After that, a one-time purchase unlocks it for good. Bought it on another Mac with the same Apple Account? Open Settings and choose Restore Purchases.

Apple handles purchases and refunds. Ask for a refund at reportaproblem.apple.com.