When something looks wrong

Most reports we get are one of five things, and four of them are not bugs in the app.

What you see	Usually
Movies and Series tabs are empty	The source is an M3U. An M3U cannot say what kind of thing an entry is, so everything parses as Live. Films and series need Xtream.
No programme information anywhere	Also an M3U — the format carries no schedule at all.
"Cannot refresh", and details fail too	The provider is refusing the account. See below.
A stream buffers or will not start	The provider, the connection, or a format we do not support. Try another channel first — if every channel fails, it is not the stream. Both players name the reason rather than hanging: unreachable, timed out, unsupported format, DRM, or gone.
Artwork missing on live channels	The playlist supplied none. Optional logo lookup fills these in, and is off by default.
The genre filter is empty, or lists very little	Genres come from film and series information, which is off until you supply a key, and then fills in for titles you have looked at. Describe the catalogue to fill it in one go.
Your favourites have vanished	Check who is watching. Favourites belong to a profile, and a guest session keeps none of them.

Panels run anti-flood firewalls, and when one decides an account is asking too often it stops answering the API entirely — while streams keep playing. That combination is the signature: you can watch what you already loaded, but nothing will refresh.

We hold the app to a strict request budget so it cannot cause this — see what costs a request — and when a panel refuses, the app stops asking for fifteen minutes rather than hammering it. That backoff survives a restart on purpose: force-stopping the app does not clear it, because doing so is exactly what turns a short block into a long one.

If you hit one, the honest answer is to wait it out or speak to the provider. There is nothing to fix in the app while it is active, and "failed to load details" is expected rather than a second bug.

Two checks separate them quickly.

• Does it fail outside the app? If the same account fails from a plain HTTP request on the same network, the app is not involved.
• Does it fail for every item, or one? A single stream that will not play is usually that stream. Everything failing at once is the account, the connection, or us.

If you are reporting something to us, the most useful things you can include are: which build (phone or television), what kind of source, whether it is one item or all of them, and whether anything changed just before it started. Please never paste a URL that contains your username and password — we do not want them, and the app never logs them.

Export your configuration first — Settings, then Backup. The file records your sources and favourites, and deliberately not your passwords, so you re-enter those after importing.

Then remove and re-add the source, or reinstall. Importing the file restores what it holds, and importing your own export twice is harmless: the app tells you there was nothing left to restore rather than duplicating anything.