Sometimes one of your devices stops opening the media library and some channels: the internet works, the player menu loads, but films will not start.
One thing first: a separate media library is not available in every package at the moment. If your package does not include it, the cause is not your settings or a block — just ask us whether the library is part of your package.
Restart first
Unplug the device and the router, wait a minute and switch them back on. This clears a fair share of cases and never does any harm, even if the cause turns out to be something else.
What it looks like
- The internet works and other apps open normally.
- The player menu loads, but the media library does not.
- Some channels will not start, even though the channel list is there.
Why it happens
A multi-device subscription is meant for one home: all devices must reach the internet through the same router. A second TV at a relative's place, mobile internet or a VPN is a different address, and viewing from it is blocked. The media library usually goes first, because it is checked more strictly than the channels.
The screens in a package are counted inside one network only — a two- or three-device package does not lift this rule. The exception is Globus TV: it has no address binding, so the devices can be anywhere.
What to do
- Connect both devices to the same router — the one in your home.
- Turn off the VPN if it is enabled on the device or in the router itself.
- Wait a few minutes: the line is released in about ten.
If the devices are at different addresses — yours and your parents', for example — write to us: we will set up a separate subscription for the second address and recalculate the current one. For watching from different places, Globus is the right choice.
If you only have one device and it still will not play
Write to us — we will check the log for your line and see which addresses were watching and when. And just in case: never pass your login and password to anyone. It is rare, but if someone else is using your details, they are the ones holding the line.