Troubleshooting
Fix IPTV buffering, dropouts and a frozen picture
Picture freezing, dropouts, slow loading or a connection error on IPTV: the checks to do in order, from your network to the player.
- Published
- Reading time
- 2 min
Most playback problems come from the home network or the app settings. Follow the steps in order: each one rules out a possible cause before moving to the next.
1. Identify the symptom
| Symptom | Most common cause | Where to look |
|---|---|---|
| Connection or authentication error | Login details mistyped, wrong date on the device | Steps 2 and 3 |
| The playlist loads but no channel starts | Incomplete server address, unsuitable format | Step 3 |
| Picture freezes for a few seconds | Insufficient or irregular speed, weak Wi-Fi | Steps 4 and 5 |
| Problem on a single channel | Source temporarily unavailable | Step 7 |
2. Restart in the right order
- Fully close the player app.
- Unplug the router for thirty seconds, then plug it back in and wait until it is connected.
- Restart the playback device, then reopen the app.
This restart fixes a large share of temporary problems.
3. Check your login details and the date
- Compare the login details you entered with the ones you received, character by character: capitals, numbers, no spaces.
- For the Xtream Codes format, check that the server address includes the port if you were given one (for example
:8080). - Check the device’s date, time and time zone: a wrong time can prevent a secure connection.
4. Measure the speed on the device concerned
The speed measured on your phone says nothing about the speed the TV receives. Run a speed test on the playback device, ideally in the evening, when you usually watch. Compare the result with the need estimated by the speed calculator.
5. Improve the connection
- Switch to an Ethernet cable if possible: it is the most effective fix for micro-dropouts.
- On Wi-Fi, connect the device to the 5 GHz network and move it closer to the router.
- Limit other usage (downloads, updates, video calls) during playback.
The details are in Wi-Fi or Ethernet cable for IPTV.
6. Adjust the player
- Raise the buffer by one step.
- Try the other decoding mode (hardware or software).
- Clear the app’s cache, then reload the playlist.
- Update the app, or try another compatible player to rule out a fault in the app.
7. Contact support
If the problem continues, contact us with: the device and its model, the app you use, the speed-test result, the channels affected and the time the problem happens. This lets us look for the cause without asking you to repeat checks you have already done.
