Guide data won't download

Guide data is a large download and providers often refuse it while your account's stream slot is busy. The app retries by itself — the guide header shows “Guide: retrying (attempt N)” and refreshes the moment data lands. If the guide stays empty, the app also pops up a helper with a “Refresh guide now” button.

1. 1Make sure nothing is playing (exit to the guide) and wait a minute — the background retry usually lands on its own. Most plans allow only ONE connection, and the guide download needs it free.
2. 2Or force it: Settings → “Refresh TV Guide only”.
3. 3Still failing after 10 attempts? The app will ask whether to keep trying. Choose Keep Trying and leave it — some providers' guide servers are just slow at peak hours.
4. 4Nothing after hours? Remove and re-add the connection: left menu → Sources → your connection → re-enter the details from your provider and Save. This clears a stale or changed portal address.

What the error messages mean (shown in the guide banner and sync screen):

• “The supplier is not responding” — the provider's server timed out. Almost always their side or peak-hour load; retry later.
• “The supplier connection is not open right now” — the provider refused the connection: stream slot busy, expired account, or their server is down. Stop any playing stream first; if it persists, ask your provider whether your account is active and how many connections it allows.
• “A network problem interrupted the download” — your internet dropped mid-download. Check the box's network and retry.