Troubleshooting
Troubleshooting
Find the symptom, follow the steps in order. The first step solves most cases — only continue if the problem stays.
The picture stalls for a second, usually in the evening between 7 and 11 pm.
- 1Try the same channel on another device. If it stalls there too, it is the network and not the app.
- 2Move from Wi‑Fi to an ethernet cable, or at least to the 5 GHz band.
- 3Raise the buffer in the app settings by one step.
- 4Stop other streams in the household and pause downloads.
- 5Try the HD version of the channel instead of the 4K one.
Everything works on mobile data but nothing loads on the home network.
- 1Turn off Wi‑Fi on your phone and test the app on mobile data. If it works, your ISP is filtering.
- 2Change DNS on the router to a public DNS service and restart the network.
- 3Test a VPN on one device at a time to see whether the block disappears.
- 4Run the VPN on the router if several devices need it, instead of one app per TV.
- 5Remember a VPN lowers speed — start with a server in your own country.
The programme guide is empty, or shows shows that aired three hours ago.
- 1Check that the device uses automatic time and the correct time zone.
- 2Re-enter the EPG address in the app settings.
- 3Lower the number of EPG days to two or three and force a refresh.
- 4Clear the app's EPG cache and restart the app.
- 5Wait a day — many EPG sources only update overnight.
The app signs in but refuses to load channels, or reports an expired link.
- 1Check the subscription end date in the confirmation email from nordicshop.one.
- 2Renew if it has expired. New details go to the same email address.
- 3Update the details in the app — old profiles still point at expired access.
- 4If you changed device, the simultaneous connections may be used up. Sign out on the old device.
- 5If the error stays with a valid subscription, contact the shop; it is the account, not the app.
The picture runs but audio is gone, or subtitles cannot be switched on.
- 1Switch audio track in the player — many channels carry several languages.
- 2Switch player engine in the app settings.
- 3Turn off surround passthrough if the TV cannot handle the format.
- 4Enable the subtitle stream during playback; not every channel embeds one.
- 5Test the same channel in another app to see whether it is the channel or the app.
The channel used to be there but is gone, or never appeared at all.
- 1Refresh the channel list manually in the app before anything else.
- 2Check whether the category is hidden in the app's category manager.
- 3Search the channel name without a country prefix — names change sometimes.
- 4Clear the app cache and reload the list.
- 5If it is still missing it has been removed from the line-up; ask the shop for a replacement.
