Troubleshooting without a reset
A practical checklist for loading, missing programmes, sync and playback problems.
Options depend on your plan, profile, installed build and provider. Understand access. Screenshots use fictional demonstration data; a preview layout can differ slightly from a public build.
#Startup or No playlist yet
Check app access, the selected account/device and My Playlists first. An empty imported list is different from no saved credentials. Let one initial import finish, note the named playlist and status, then send a report if it crashes or never changes. Do not immediately uninstall or clear data.
#Guide empty, stale or slow
Check the owning playlist, enabled feeds, loading mode, days and device time. Smart’s near-term pass and background completion are different stages. A compatible feed is essential; disabling a provider guide should not require enabling every external feed. Retry guide download is less disruptive than deleting the playlist. If a database-lock/error recurs, capture its report rather than repeatedly starting new imports.
#Buffering, reconnecting or no picture
Check provider expiry/connection count and try the same title/channel in a controlled comparison. Then compare wired/Wi-Fi and another player if available. Failure across several networks and players narrows the possibilities but does not prove the box is the cause. Check storage/heat and try a different codec/resolution. Change one player option at a time.
#Browser editor cannot connect
Keep its TV dialog open and check LAN access, guest-network isolation and VPN. Use the newly displayed address/port and pairing code, not a saved expired session. Emulator private addresses need a host-specific test setup. Server approval, owner approval and browser pairing are distinct checks.
#Cloud edit does not arrive
Verify the device and account, save on the website, then use Sync with cloud. A refresh imports provider content; it does not correct editing the wrong device. If old credentials persist on the correct playlist, send a report immediately after a single failed sync.
#When to contact support
Use the contact link with your version, model, steps and report time. Keep secrets private. If the issue began after an update, say which version previously worked and whether you updated in place. Avoid asserting the database is corrupted without evidence: several failures can produce the same empty-screen symptom.
Still need a hand?
Tell us your version, device and what you tried. Keep credentials private.