Troubleshooting

Quick fixes for the most common hiccups, so you can get your devices playing again fast.

Most issues come down to one of three things: a device isn't pointed at a published channel lineup, a device is missing its sign-in details for the channel source, or a program guide couldn't be loaded. The fixes below walk you through each. If something here doesn't match what you're seeing, reach out to support — we're happy to help.

A device shows a boot error or no channels

When a player starts up but shows an error or an empty channel list, work through these checks in order:

1. Confirm the device is assigned to a lineup. Open the Devices page and find the device. In the Lineup column, make sure it shows a lineup name and not "Not assigned." If it's unassigned, pick a lineup from the dropdown.
2. Confirm that lineup has been published. Open the Lineup page and select the lineup. If the header shows "Not published," click Publish. A device only receives channels from a published lineup — saving your edits isn't enough on its own.
3. Re-publish after changes. If you recently edited the lineup, publish again so your latest version goes live. When you publish, online devices reload right away; any device that's currently off will pick up the new lineup the next time it starts.
4. Give it a moment. A brand-new lineup or a fresh assignment can take up to about a minute to reach the device. If you just made the change, wait a minute and restart the player.
5. Check the device's credentials. A device with no sign-in details will load its channel list but won't be able to play anything. See the next section.

A channel won't play

If the lineup loads but a channel shows an error or won't start:

1. On the Devices page, open the device and go to the Credentials tab.
2. If you see "Needs credentials," the device has no sign-in details for its channel source yet — add the username and password from your provider and save.
3. If it shows "Configured," double-check the username and password are still current. Providers sometimes change or expire them. Use Reveal to confirm the saved password, or enter a new one and click Update.

Once the credentials are correct, restart the player and the channel should come right up.

tip

Setting up several devices at once? Use Bulk import credentials on the Devices page to add them all from a single file.

I don't see a program guide

If channels play fine but the on-screen program guide is empty, your guide source likely couldn't be loaded — usually because it's too large or was temporarily unreachable.

• Your channels still work. A missing guide never stops streams from playing; only the schedule listings are affected.
• Watch for the warning at publish time. When a guide can't be loaded, a warning banner appears on the Lineup page right after you publish. That's your signal to check the guide source.
• What to check: confirm the guide address (the guide/XMLTV link) on the device or source is correct and reachable, and that it isn't an unusually large file. Fix it, then publish again.

My session keeps signing me out

For your security, the console signs you out after a period of inactivity. If you're bumped to the sign-in screen with a "session expired" message, just sign back in — you'll be returned to right where you were, so you won't lose your place.

Bulk import skipped some rows

When you import credentials from a file, valid rows go through and any rows we couldn't accept are kept on screen with the reason shown next to them — nothing is silently dropped. Common reasons include:

• Invalid device ID — the device identifier isn't formatted correctly.
• Not registered to your account — that device hasn't been added yet.
• Duplicate in the file — the same device appears more than once.
• Missing username or password — both are required.

Fix the flagged rows in your file (the rows that already imported are marked as done), then import again. Re-importing only retries the rows that still need attention — it won't re-send the ones that already succeeded.