PLAYBACK HELP
Get back
to watching.
Start with the symptom. These checks help narrow down a login, player, connection or channel problem without changing everything at once.
Cannot sign in
Confirm that your account or trial is still active. Recheck the exact server address, username and password. Remove accidental spaces and use the supplied login format. If you receive an error, record the wording before trying again.
All channels fail to load
Check whether another internet service works on the same device. Close and reopen the player, then retry a few channels. Confirm that another device is not already using your account’s allowed connection. Ask support to check service status if the issue continues.
Only one channel fails
Test other channels and note the failing channel’s exact name, the time and any error shown. A single-channel issue can be different from an account-wide problem. Send that information to support instead of reinstalling the entire player immediately.
Playback buffers or freezes
- Pause large downloads or other household streaming briefly and compare playback.
- Check the network signal near your device. If practical, compare Ethernet or a closer Wi-Fi connection.
- Try another channel and a lower-resolution source if available.
- Restart the player and device, then test again.
- Report the pattern: time of day, all channels or specific sources, and whether on-demand content is affected.
Sound, subtitles or program guide missing
Check the audio and subtitle choices offered by that stream and player. Not every source includes the same tracks. For a missing program guide, ask support whether your account needs an EPG address or a guide refresh.
Send a useful support request
Include your device model, player name and version, exact symptom, when it began, and the checks you have already tried. Crop passwords and private playlist URLs out of screenshots.
TAKE A CLOSER LOOK
Still exploring your options?
Test the service on your own connection before choosing a subscription.