Troubleshooting
Find where a streaming problem starts
Start with the same programme on the same device, then make one controlled comparison.
Read the guideGuides & directories
Troubleshoot one observation at a time
Use the symptom, model and a controlled comparison to narrow what needs attention.
109 guides · Page 1 of 5
Troubleshooting
When a player will not sign in
Check credential type, endpoint and account state without repeated password guessing.
Read the guide
Troubleshooting
Correct a guide that shows the wrong programme time
Separate a wrong device clock, a guide offset and a mismatched regional feed.
Read the guide
Troubleshooting
Picture plays but there is no sound
Trace mute, track selection and the speaker path before resetting the player.
Read the guide
Troubleshooting
Sound plays but the picture is black
Separate an affected stream from a decoder, HDMI or display-format problem.
Read the guide
Troubleshooting
Find usable subtitles and captions
Check programme tracks, caption types and readable presentation without assuming every title has them.
Read the guide
Troubleshooting
Handle playlist links and account credentials safely
Treat private stream and playlist URLs as credentials, including when asking for help.
Read the guide
Troubleshooting
A channel is missing or opens the wrong programme
Check filters, regional labels and account catalogue mapping before changing the subscription.
Read the guide
Troubleshooting
Understand when replay and catch-up can work
Separate the programme guide, live playback, catch-up and local recording.
Read the guide
Troubleshooting
Before clearing data or factory-resetting a device
Preserve recovery details and choose the smallest reset relevant to the fault.
Read the guide
Troubleshooting
Send a useful streaming support report
A support report should make the failed task understandable without exposing the account.
Read the guide
Apple TV
Set Apple TV content matching without losing your picture
Use content matching when an Apple TV output format causes an avoidable frame-rate or dynamic-range conversion.
Read the guideApple TV
Check Apple TV HDMI colour and chroma settings
Use the HDMI colour and chroma controls to compare a compatible, readable output.
Read the guideApple TV
Adjust dialogue and loud sounds on Apple TV
Evaluate dialogue enhancement and loudness reduction against a repeatable scene.
Read the guideApple TV accessibility
Make Apple TV selected text easier to read with Hover Text
Hover Text enlarges selected interface text without requiring the entire picture to stay magnified.
Read the guideApple TV accessibility
Use Apple TV Zoom without losing your place
Learn the difference between following focus and panning an enlarged Apple TV screen.
Read the guideApple TV accessibility
Set up Apple TV Tap to Navigate on the silver remote
Tap to Navigate changes directional input on the supported silver Apple TV remote.
Read the guide
Google TV
Compare Google TV dynamic-range output modes
A Google streaming device can change the signal presented to the television.
Read the guideGoogle TV audio
Set Google streaming audio output for the connected equipment
Choose an audio output the television, receiver or soundbar can actually accept.
Read the guideGoogle TV accessories
Pair and reconnect headphones on Google streaming devices
Pairing stores an accessory; connecting makes it the current output.
Read the guideGoogle TV remote
Configure Google streaming remote volume, power and input
Navigation buttons and equipment-control buttons can use different targets.
Read the guide
HDMI control
Check HDMI-CEC input switching on Google streaming devices
HDMI-CEC can let a Google streaming device request TV input and power changes.
Read the guideGoogle TV interface
Arrange Google TV apps for a repeatable viewing route
Put the intended player in a predictable position and test the complete route to playback.
Read the guide
Android TV apps
Check an Android TV player's update state in the Play Store
Compare the installed player version with the update offered to that Android TV.
Read the guide