Troubleshooting Guide

Solutions:

1. Verify that your internet connection is working by opening a web browser
2. Double-check your IPTV credentials (URL, username, password) for typos
3. Try changing the connection protocol (HTTP/HTTPS)
4. Contact your IPTV provider to ensure your subscription is active
5. Try using a different device on the same network to isolate the issue

Solutions:

1. Check your internet speed (minimum 10 Mbps for HD content)
2. Connect via ethernet cable instead of WiFi if possible
3. Close other bandwidth-intensive applications
4. Adjust buffer size in Settings > Playback > Buffer Settings
5. Try a lower video quality setting
6. Restart your router and modem

Solutions:

1. Your IPTV provider may be experiencing downtime - check their status page
2. Try refreshing the connection in Settings > IPTV Manager > Refresh
3. Check if your ISP is blocking IPTV services
4. Try using a VPN to bypass potential ISP restrictions

Solutions:

1. Toggle hardware acceleration in Settings > Playback > Hardware Acceleration
2. Update your graphics drivers
3. Lower the video quality setting
4. Try a different video player engine in Settings > Playback > Player Engine

Solutions:

1. Check if the channel is muted (look for the mute icon)
2. Check your device's volume and audio output settings
3. Try switching the audio track if multiple are available
4. Restart the application
5. Try a different channel to see if the issue is channel-specific

Solutions:

1. Check your internet connection speed
2. Ensure that the channel offers the quality you're expecting (some channels max out at 720p)
3. Try adjusting video settings in Settings > Playback > Video Quality
4. Enable adaptive streaming if available

Solutions:

1. Use the "Forgot Password" option on the login screen
2. Check your email (including spam folder) for reset instructions
3. If you don't receive an email, contact support at [email protected]

Solutions:

1. Your subscription plan may limit the number of simultaneous devices
2. Log out from unused devices in Account > Devices > Manage
3. Consider upgrading your plan to support more devices

Solutions:

1. Check your spam/junk folder
2. Add [email protected] to your contacts
3. Request a new verification email through the app
4. Contact customer support if the issue persists

Solutions:

1. Verify your EPG URL in Settings > EPG Configuration
2. Manually refresh the EPG data
3. Check that the EPG time zone matches your device's time zone
4. Try an alternative EPG source

Solutions:

1. Check that channels are properly mapped to EPG IDs
2. Try the auto-mapping feature in Settings > EPG Configuration > Channel Mapping
3. Manually match channels with their EPG data
4. Contact your IPTV provider about EPG data accuracy

Solutions:

1. Clear the app cache in Settings > Storage > Clear Cache
2. Make sure you're running the latest version of Smarters Player
3. Close other applications running in the background
4. Restart your device
5. If on mobile, ensure you have sufficient free storage space

Solutions:

1. Adjust video decoding settings in Settings > Playback > Decoder
2. Lower the maximum number of channels to cache
3. Disable background processes in Settings > Advanced > Background Tasks
4. Limit EPG data loading to 1-2 days instead of a full week

Solutions:

1. Verify your device meets the minimum requirements (iOS 14+ or Android 9+)
2. Update your device's operating system if possible
3. Try the lite version of the app for older devices

Solutions:

1. Try running the installer as administrator
2. Temporarily disable antivirus software during installation
3. Clear temporary files before installing
4. Download the installer again (file may be corrupted)
5. Try the portable version if available

Solutions:

1. Verify your payment information is correct
2. Contact your bank to ensure they aren't blocking the transaction
3. Try an alternative payment method
4. Contact support at [email protected]

Solutions:

1. Check your email for payment confirmation
2. Verify the subscription in Account > Subscription Status
3. Try signing out and signing back in
4. Contact billing support with your transaction ID

If you're experiencing persistent issues, our support team may ask for diagnostic logs:

1. Go to Settings > Support > Diagnostics
2. Enable "Verbose Logging"
3. Reproduce the issue you're experiencing
4. Return to Settings > Support > Diagnostics
5. Tap "Generate Log File"
6. Share this file with support when requested

As a last resort, you can perform a factory reset:

1. Go to Settings > Advanced > Factory Reset
2. Confirm that you want to proceed
3. Wait for the app to restart
4. Sign in and reconfigure your settings