The electronic programme guide can fail even when channels play normally. Test guide data separately from video playback.
Check in this order
- Device time and time zone: incorrect clock settings can shift or hide programmes.
- Guide refresh: use the player’s normal EPG refresh control and wait for completion.
- Account status: confirm the service account and playlist remain active.
- Storage: make sure the device has enough free space for guide data.
- Source mapping: if some channels have data and others do not, the provider may be missing channel identifiers.
- Provider status: ask whether the EPG source is currently updating.
Interpret the result
| Result | Likely direction |
|---|---|
| No channels have guide data | Account, EPG URL, refresh, or provider-source problem |
| Only a few channels are missing | Channel mapping or provider-source problem |
| Times are shifted | Device time zone or guide offset |
| Data appears after app restart | Player cache or refresh problem |
Protect the credentials
Screenshots of player settings can expose usernames, passwords, server addresses, or playlist tokens. Hide those fields before sending a support image.
If video also freezes, use the separate buffering guide.