If the picture freezes, breaks into squares or the channel drops out, the cause is usually found within five minutes. Work through the steps below — they run from the most common to the rarest.
1. Restart the app and the device
Close the player completely and open it again. If that does not help, unplug the set-top box or TV from the mains for a couple of minutes. It sounds trivial, but it clears a good half of all cases: devices run for weeks without being switched off and accumulate errors.
2. Work out where the problem is
Two questions narrow it down straight away:
- All channels or just one? If one channel breaks up while the rest run smoothly, the issue is with that channel and is usually temporary.
- One device or all of them? If the phone is fine but the TV is not, the cause is the TV or its connection.
3. Check your internet
HD needs a steady connection, and Wi-Fi in a far room often sags. If you can, connect the box or TV by cable — it is the single most reliable improvement available.
Also check that nobody at home is downloading files and no update is running on another device.
What exactly to check in the network. A cable is more reliable than Wi-Fi; if Wi-Fi is the only option, use the 5 GHz band and move the router closer. What matters is not the number in a speed test but stability: latency spikes and even one or two per cent of packet loss already cause stuttering. Downloads, games and video calls on other devices take bandwidth away. If your player has a buffer size setting, increase it. And separately: in the evening and during major live events the load on networks is higher, so comparing an evening broadcast with a morning one is not a fair comparison. If everything is fine during the day and it only stutters in the evening, that is exactly the evening load and not a broken line: the same line runs smoothly during the day, and the connection log shows no refusals on those evenings.
4. If you have several devices
All devices on one subscription must reach the internet through the same router. A second device on mobile data, at a relative's house or behind a VPN counts as a different address and will be blocked. See the article «Media library or channels do not work on the second device».
When to write to us
If it freezes the same way on every channel, on any device, and a cable did not help — that one is for us. Write and tell us three things: whether all channels are affected, which device, and when it started.
We will pull the log for your line and see where it breaks: in access, at the broadcaster, or in your home network. Switching your line to a different broadcast server often helps — it takes a minute and needs nothing from you.