Fix an empty or incorrect programme guide

Before you start

If video plays but the guide is empty, avoid replacing the account immediately. Check the guide configuration and whether the same channels have listings in another supported player.

A practical way through

1. Ask support which programme-guide source belongs to your playlist. Enter the supplied EPG address only if your player requires it separately.
2. Use the player’s guide refresh command and allow it to finish. Check the device date, time zone and guide time offset before changing the playlist.
3. Check whether only some channels lack listings. Guide data needs matching channel identifiers; a missing listing does not necessarily mean playback is unavailable.
4. Install available system and player updates through official settings, then restart the device before you troubleshoot a new installation.
5. Record the error wording, time, channel or title and player version. Send these details privately to support rather than repeatedly changing random settings.

Check the result

Test one live channel and, where available, one on-demand item. Check picture, sound and navigation. If the result is different from what you expected, note the exact error before changing another setting.