Support
Most questions are answered in seconds by the guides below.
A channel plays sound but shows no picture
Black screen with audio, or a frozen frame.
Guide data won't download
“The supplier connection is not open right now” and empty guide cells.
Picture doesn't look like real 4K / HD
How to check what quality the provider is actually sending.
A recording won't play
Usually a provider stream-limit issue at record time.
A remote button does nothing
Map any unrecognized button in a minute.
Audio is out of sync
When the sync control can fix it, and what to do when it cannot.
🎫 Open a support ticket
Sign in to your account portal and open a ticket there — it keeps the whole conversation with our team in one place. Include your Support ID (on the TV: Settings → Account) and, for picture problems, a photo of the Diagnostics panel (press RIGHT while watching → Diagnostics).
Go to my account portal📚 Browse the Help Center
Most questions are answered instantly by the guides above — worth a quick look before you open a ticket.
Open Help CenterBefore you write in
- App version: Settings → About (updates install over the top — how to update).
- Channel problems: note the channel name and grab the Diagnostics panel (RIGHT → Diagnostics).
- Provider questions (missing channels, stream limits, account renewals) are answered by your media/streaming provider — MyTVGuide is the player, not the content service.