Troubleshooting
Sending diagnostics to support
One button sends us a technical report; you quote the code it shows.
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- Nothing plays at all
- A channel plays sound but shows no picture
- Guide data won't download
- Why does this channel look soft?
- A recording won't play
- A remote button does nothing
- Audio is out of sync
- No sound on some channels — audio formats and your TV box
- The app misbehaves — the 60-second reset ladder
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. Can't sign in? Account access help.