Start with the actual symptom and compare one variable at a time. Account status, source availability, player decoding and the network can produce similar-looking problems.
Choose a diagnostic path
| Problem | Guide |
|---|---|
| Credentials rejected | Login troubleshooting |
| Repeated pauses or freezes | Buffering and network checks |
| Guide missing or shifted | EPG and catch-up checks |
| No audio or subtitles | Audio and subtitle controls |
| Lip-sync delay | Audio/video sync comparison |
| Unexpected expiry | Account management and renewal checks |
Before resetting anything
Record the device and app version, exact error and whether another item works. Restart before clearing data. A factory reset or profile deletion can remove the information needed to understand the issue.
When to contact support
Ask support when account status, source availability, credit actions or commercial terms need confirmation. Share the diagnostic record privately with credentials redacted.