Troubleshooting

A channel plays sound but shows no picture

Black screen with audio, or a frozen frame.

  1. 1Wait ~10 seconds — the app detects the problem and switches decoders automatically (you'll see a “compatibility mode” message).
  2. 2If it persists, open the player controls (RIGHT) → Diagnostics and note the values.
  3. 3Try the channel's alternate feed: many providers list the same channel more than once (HD/FHD/backup).
  4. 4Flip Settings → Live TV engine between Native and Standard and try the channel again.
Note:Contacting support? Send a photo of the Diagnostics panel — it tells us the engine, codec and resolution in one shot.

More in Troubleshooting

Still stuck? Two things fix most one-off problems before anything else: the 60-second reset ladder , and a refresh of your provider’s lineup. Neither touches your favourites, settings or connections.

If it is an account, billing or activation problem — or the steps above genuinely did not help — get in touch with your Support ID from Settings → Account.