Settings and troubleshooting
Narrow down problems without resetting your configuration, and find the setting that actually affects them.
Preserve your setup while investigating
Start with the troubleshooting checklist. Note the affected screen, source and timing. Avoid clearing app data or reinstalling as a first step: those actions can remove information needed to investigate.
Change one playback option at a time
For picture, sound or subtitle problems, compare one supported change at a time and replay the same content. A different source or network is a useful comparison, not proof by itself of where a fault lies.
Send a useful report
Include the version, device, approximate time and steps that reproduce the issue. Use the in-app reporting flow when available and keep playlist credentials out of public posts.
Tutorials for this topic
Troubleshooting without a reset
A practical checklist for loading, missing programmes, sync and playback problems.
PersonaliseFix picture and sound methodically
Understand playback engines, buffers, codecs, frame rates and audio workarounds.
PersonaliseChoose and adjust subtitles
Use embedded tracks, online providers and separate Live TV preferences.
PersonaliseColours, sizes and the clock
Personalise the interface without changing Android’s system display size.
HelpUpdate safely and send a useful report
Keep data during updates and give support evidence without sharing credentials.
Getting startedAccount, activation and device linking
Know what belongs to an account, a device or a playlist.
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Still need a hand?
Tell us your version, device and what you tried. Keep credentials private.