Narrow it down
| What happens | Likely cause | Go to |
|---|---|---|
| No film or series plays at all | The VOD list is out of date, or the app’s player can’t handle the files | Steps 1 to 3 |
| Some titles play, others don’t | Those files are missing on the server, or use a format your device can’t decode | Steps 4 and 5 |
| Picture but no sound | Surround audio your device can’t decode | Step 5 |
| Plays, then stops when you skip ahead | Connection or player buffering | Step 6 |
Fixes
1. Refresh the films and series lists
Apps download the on-demand catalogue and keep it. If the provider has changed or removed titles since, the app tries files that no longer exist. Refresh or update the playlist, including its VOD and series sections, then try again.
2. Switch the player engine
Many apps contain more than one video player engine, labelled “native”, “ExoPlayer”, “VLC” or similar. Films are full files with chapters, several audio tracks and subtitles, and engines handle them differently. Switch the engine in the app’s settings and replay the title. Some apps can also hand films to an external player such as VLC.
3. Try a second app
Add the same login to another player. If the film plays there, the first app is the problem. If it fails in both, the file or your device is.
4. Check for a missing file
If one title gives an error such as 404 Not Found, the server doesn’t have that file any more, even though it’s still in the list. Other titles playing normally confirms it. See error 404 and report the title to your provider.
5. Check the formats
Films are often encoded differently from live channels:
- Video: 4K films commonly use H.265 (HEVC). An older device may not decode it, especially at high bitrates.
- Audio: films often carry Dolby Digital, Dolby Digital Plus or DTS surround. If the picture plays silently, pick a stereo track from the player’s audio menu, or change the passthrough setting. See codec not supported and no sound on IPTV.
6. Steady the connection for large files
A 4K film needs a steady connection for its whole length, and skipping ahead makes the player fetch a new part of the file from scratch. If films stall when you skip or after a few minutes, use a cable or a strong 5 GHz Wi-Fi signal, and see how to stop IPTV buffering.
When it’s the library
If a title fails in every app, on every device and on more than one connection, the file on the server is the problem. Tell your provider the exact title, season and episode, and the message you see.