Fixing common problems
Try the steps in order. Nothing here can break anything.
A channel won't play
- Try another channel: If the others play, that one may be down for a while. Try it again later.
- Too many devices: Your subscription allows a set number at the same time. Stop watching on one, or disconnect one under Settings, Account, Your devices.
- Blocked on the way: If the app says the channel was blocked on its way to you, your internet provider may be blocking it. Try mobile data, another Wi-Fi or a VPN.
- Restart the app: Close it fully and open it again.
If one channel stays down for a day, tell your provider.
The picture keeps stopping
This is almost always the internet. Turn the router off, wait ten seconds and turn it on again. Put the box closer to the router, or use a network cable. On an older box, turn on Low-end mode under Settings, Advanced.
The guide is empty or an hour off
Give it a minute after the app opens. Some channels have no guide and still play fine. If all the times are an hour off, change Time shift under Settings, TV guide.
New channels or films are missing
Open Settings, Playlists and choose Refresh playlist now. In the web player, reload the page.
The browser says it can't play something
A few channels and films use a format browsers don't support. Watch those in the TV, phone or Windows app.
The code isn't accepted, or the subscription ended
Check the code letter by letter. If it still fails, or the app says your subscription ended, contact your provider. Once they renew it, open the app again. Nothing is lost.
The app won't install on the TV
Check the address in Downloader letter by letter. If the TV blocks the install, allow Downloader to install apps when it asks, then press Install again.