Streaming Troubleshooting & Diagnostic Hub

Fix common playback issues, player errors, and EPG syncing in seconds with our step-by-step diagnostic workflows.

1. Buffering or Channel Freezing Issues

• Step 1: Reboot your home internet router and streaming device.
• Step 2: In your IPTV app settings (e.g., TiviMate / Smarters), switch the Stream Format from MPEG-TS to HLS.
• Step 3: Increase the stream buffer size to 'Large' in player settings.
• Step 4: Check if your internet connection is being throttled by your ISP by testing with a cellular hotspot.

2. 'Authorization Failed' or Login Error

• Step 1: Verify there are no extra blank spaces before or after your username and password.
• Step 2: Confirm the server URL begins with http:// or https:// exactly as shown in your activation email.
• Step 3: Ensure your subscription pass has not expired.

3. Audio Out of Sync or Video Stuttering

• Step 1: Go to player Settings > Playback > Decoder.
• Step 2: Switch the Hardware Decoder (HW) to Software Decoder (SW) or VLC engine.
• Step 3: In TV audio settings, switch audio output from Dolby Digital+ to PCM stereo.

4. Missing TV Guide (EPG Not Loading)

• Step 1: Go to app Settings > EPG > Clear EPG Cache.
• Step 2: Click 'Update EPG' to download fresh schedule listings.
• Step 3: Ensure your device's date and time are set to Automatic network synchronization.

Still Need Assistance? We Are Available 24/7

If the steps above did not resolve your issue, our network engineers can run a live diagnostic on your line.

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