Troubleshooting

The app will not install or open

Windows

Try the Microsoft Store build or the current installer from the official download page. If Windows presents a security prompt, verify that the package came from 123sudo before continuing.

macOS

Move 9xbuddy into Applications before opening it. If macOS blocks the first launch, review the message under System Settings → Privacy & Security and allow only the package you downloaded from 123sudo.

Linux

Confirm that the package matches your system and has execute permission when the format requires it. Launch it from a terminal once if you need the platform error text for support.

A URL does not extract

1. Open the page in a normal browser and confirm the media still exists.
2. Remove tracking parameters or copy the canonical post/video URL again.
3. Try Browser or the item's browser fallback action.
4. If the page requires an account, review Browser and headers.
5. Try the URL by itself rather than inside a large batch.

Private, removed, expired, region-restricted, DRM-protected, or login-required media can remain unavailable even when the page itself opens.

A bulk item fails

Keep the successful rows and retry only the failed one. You can also remove the row and continue the batch. For unstable sources, check Settings → Extraction → Bulk Retries and Retry Delay.

A download is slow or unstable

• Check whether another download or application is using the connection.
• Reduce Parallel Downloads or Connections in Settings.
• Retry with the proxy disabled unless the source requires it.
• Remember that high-resolution files can be much larger than their preview suggests.

Source-side throttling cannot be removed by increasing connections; doing so can make the transfer less reliable.

A download stops or fails

Check free disk space and write access to the destination folder. Open Downloads → Queue to resume or retry the item. If automatic retry is active, the row shows its retry state and can be stopped manually.

New downloads stop starting after a few files

A free account can start five downloads a day, so a batch can queue successfully and then stop partway with nothing wrong at the source. Check User Account for the current plan, and see Free and Pro. Items already downloaded are unaffected, and the allowance returns the next day.

The link extracts but no formats are listed

The page opened, but 9xbuddy found nothing it can save.

1. Confirm the media actually plays on the page in a normal browser.
2. Use the canonical post or video URL rather than a share, embed, or search URL.
3. Open the source in Browser, let the media start, and use the download control there.
4. If the page needs an account, see Browser and headers.

A page that only embeds media hosted elsewhere can also list nothing — try the URL of the page the media actually lives on.

I cannot find the file I downloaded

Open Downloads → Completed and use the row's Folder action, which reveals the file where it was actually written. The default destination is Settings → Files & Folders → Location, and it may have been changed since the download ran. Files and folders covers this, and the difference between My Files and Completed.

The completed file cannot be opened or edited

The file may have been moved or deleted outside 9xbuddy. Use the reveal-folder action to check its location. Download it again before trimming or converting if the original local file is gone.

The quality I expected is missing

The result list reflects formats exposed by the source. Try the direct media page, inspect the video filter, or use the built-in browser. If the source does not provide a particular resolution or stream, 9xbuddy cannot offer it.

UID validation fails

• Paste the UID again without surrounding spaces. It has the shape 1234-5678-9012, which the app shows under the entry field.
• Confirm the device is online.
• Use Recover this device's UID only for the original account stored on that installation.
• If a device-limit message appears, the UID is valid and already in use elsewhere: a free account covers one device and Pro covers three. Open User Account → Manage License to review what is connected, or see Free and Pro.

Read Your 123sudo UID before switching accounts. Creating a new UID creates a separate account; it does not move the licence from the saved UID.

Contact support

Send your operating system, 9xbuddy version, source site, the step that failed, and the exact visible error. Do not send your UID, cookies, custom headers, proxy credentials, or private media URLs.