This guide covers the most common issues customers run into and how to fix them, regardless of which app or device you're using (Smart IPTV, IPTV Smarters Pro, Firestick, etc).
Buffering or freezing
This is almost always a connection speed or Wi-Fi issue rather than a problem with your subscription.
- Use a 5GHz Wi-Fi network instead of 2.4GHz, or connect your device with an ethernet cable if possible.
- - Close other apps or devices on your network that are streaming or downloading at the same time.
- - Restart your router if the issue has been ongoing for a while.
Black screen or channel won't load
- Fully close the app (not just the channel) and reopen it.
- - Try a different channel to see if the issue is with one channel or all of them.
- - Restart your device (TV, Firestick, phone, etc).
"Connection Error" or "Authentication Failed"
- Double check your Server URL, Username and Password for typos, extra spaces, or missing characters. These are case sensitive.
- - Confirm your subscription is active and not expired by checking your invoices in the client area.
- - If you recently changed Wi-Fi networks or routers, some networks block the required ports. Try switching networks temporarily to test.
App won't install or update
- Make sure your device's software/firmware is up to date.
- - Try uninstalling and reinstalling the app.
- - On Firestick/Fire TV, make sure "Apps from Unknown Sources" is still enabled if you sideloaded the app.
Still having trouble?
Open a support ticket and include:
- Which app and device you're using
- 2. The exact error message or what you see on screen
- 3. Whether this just started happening or has never worked
This helps us solve it faster on the first reply.
