Troubleshooting
Black screen, choppy picture, dropouts, error messages, empty guide, missed recording: causes and solutions.
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First things to try
Most playback problems come from the subscription or the provider’s server, not from your device. Before anything else:
- Try another channel: if only one channel doesn’t work, it is probably down at the provider.
- Check the device’s Internet connection (does another video app work?).
- Update the playlist: SettingsMy lists, the playlist, Update now.
- Close Zappia and open it again, or restart the device (and your Internet router if needed).
Error messages
| Message | What it means | What to do |
|---|---|---|
| Access denied by the provider (401) | Credentials rejected or subscription expired. | Check your credentials and the expiration date; contact your provider. |
| Access denied by the provider (403) | Subscription expired, channel not included, or too many devices connected. | Stop playback on your other devices; check your subscription. |
| Connection refused by the provider (code …): too many devices… | The subscription’s limit of simultaneous connections has been reached, or the channel is temporarily unavailable. | Close Zappia (or any other player) on your other devices, wait a minute, then try again. |
| The provider’s server is down or overloaded (code 5xx) | The problem is on the provider’s side. | Try again in a few minutes. |
| This stream no longer exists on the server (404) | The channel has been removed or moved. | Update the playlist. |
| The provider’s server cannot be found | No Internet, or the server address has changed. | Check the connection; if the provider has changed its address, edit the playlist. |
| The provider’s server is not responding (timeout) | Server overloaded or very slow connection. | Try again; try a longer buffer. |
| The stream received is unreadable (unknown format) | The channel is probably down at the provider. | Try another channel; try the HLS format in the playlist’s advanced options. |
| This device can’t decode this stream | The video format isn’t supported by the decoder in use. | Change the decoding (see below). |
When Zappia retries on its own, it says so (Trying to connect again (2 of 3)…), then tries another version of the same channel before showing the error.
Adding the playlist fails
- Server address not found. Check the address and your Internet connection.: the address was copied wrong (http:// and the port, for example
:8080, are often required) or the device has no Internet. - The server rejected the username or password.: copy them exactly, including capital letters, with no space before or after.
- The account isn’t active: the subscription is suspended or expired at the provider.
- The server’s response is unreadable. Is this really an Xtream address?: the address isn’t an Xtream server’s; try the M3U link instead.
- This content doesn’t look like an M3U list.: the link doesn’t lead to a playlist (a web page, an expired link…).
- The server is taking too long to respond.: try again a bit later.
Black screen, frozen or choppy picture
Zappia chooses the decoding (hardware or software) automatically thanks to the stream test run when the playlist is set up, and it keeps an eye on playback: if the picture freezes while the sound keeps going, it switches to the other decoding on its own.
If the problem persists on some channels, in expert mode Premium:
- SettingsPlaybackRun the stream test again.
- Or choose Stream decoding yourself: Hardware or Software, for all formats or for just one (H.264, H.265, MPEG-2).
Frequent dropouts and buffering
- Lengthen the SettingsPlaybackBuffer: Long (unstable connection) better absorbs network slowdowns.
- Turn on Anti-dropout Premium: channels start a few seconds behind live, and this reserve covers network or provider dropouts while Zappia reconnects in the background (MPEG-TS streams).
- Choose a lower Preferred quality if your connection is slow.
- On a TV, use a network cable rather than Wi-Fi when you can.
The guide is empty or out of sync
- “No program information” everywhere: the guide is a Premium feature Premium. With Premium, run SettingsTV guideUpdate the guide now.
- Guide empty on some channels only: your provider doesn’t supply programs for them. A custom XMLTV guide can fill the gaps (the playlist’s advanced options).
- Times don’t match the picture: adjust the SettingsTV guideGuide time offset (expert mode) in half-hour steps.
A recording didn’t start
- Check in SettingsRecordings that Record at the exact time and Record while locked are allowed.
- Look at the Failed section of My recordings: the reason is written there (device off, not enough space, too many connections, encrypted stream…).
- Leave the TV or set-top box on standby rather than unplugging it.
- Some manufacturers (Samsung, Xiaomi, Huawei…) add their own power saving: allow Zappia to run in the background in the device’s battery settings.
Other situations
- Premium isn’t recognized: Restore purchases in the Premium window, with the same Google account you bought it with.
- Entering details from your phone doesn’t work: both devices must be on the same Wi-Fi network (not the guest network, not mobile data). See Enter it from your phone.
- A group has disappeared: it may have been hidden, or it is protected and you are in a kids profile. See Organize.
- Channels or movies are missing: update the playlist; check that empty categories aren’t hidden.
Report a problem to us
SettingsHelpReport a problem prepares a Diagnostics report: Zappia version, device, playback settings, the status of each playlist (server name, expiration, last error) and the latest failed recordings. It contains no username or password.
Tap Share to send it by email to contact@zappia.tv (or to your provider if the problem comes from the subscription). On a TV, scan the QR code to copy the diagnostics to your phone.