Troubleshooting

Fix a problem

Step-by-step diagnosis for the most common problems.

• Credentials or login rejected

  The portal, the list or the app won't accept your access details.

• Playlist or content won't load

  The channel or content list appears empty or won't update.

• Buffering or picture freezing

  Playback stalls, freezes or takes a long time to load.

• Just one channel or item has a problem

  A specific channel or title fails, but the rest works.

• EPG missing or incomplete

  The programme guide doesn't show up or is incomplete.

• No sound or wrong audio track

  The video plays but the sound is wrong or missing.

• Subtitles

  Subtitles don't show up or aren't what you expected.

• App not available in the store

  You can't find the recommended app in your device's store.

• Works on one device but not another

  The same setup works on one device and fails on another.

• Wi-Fi, Ethernet, network and DNS

  Rule out the network before assuming a problem with the app or the service.

• Cache, restart and app refresh

  Clearing temporary data fixes a lot of odd behaviour.

• Switching devices

  You started using a different device and something doesn't add up.

• 1 simultaneous connection limit

  Each ASTERON subscription allows only one active connection at a time.