Part of our Troubleshooting section.
On this page
"Login failed" or "authorisation failed"
- Re-enter the username and password by copying and pasting; they are case-sensitive.
- Check the server address includes "http://" or "https://" and the port, exactly as sent.
- Make sure your subscription has not expired.
- Stop playback on other devices: if every screen on your plan is in use, new logins are refused.
- Check the device’s date and time are correct: a wrong clock can break secure connections.
Details on each field: Xtream Codes logins.
"Playback error" or a black screen
- Try another channel. If others play, that one stream may be temporarily offline.
- Switch the player or decoder option in the app’s settings.
- If you are on 4K with an older device, try an HD channel: the device may not decode HEVC.
- Clear the app cache, then restart the device from the mains.
The app keeps stopping or will not open
Messages such as "Unfortunately IPTV Smarters has stopped" mean the app crashed. Clear its cache and data under Settings → Applications, restart the device and update or reinstall the app from its official source. If you installed a modified version from an unofficial site, remove it: those builds are unstable and can be unsafe. See IPTV Smarters setup.
Not working on a Firestick
- Restart the stick from the mains and check for Fire TV software updates.
- Turn off Data Monitoring under Settings → Preferences.
- Check the app is still installed and allowed to run; some updates reset permissions.
- If you replaced an older stick, note that some newer Fire TV models run Vega OS and only install Appstore apps. See our Fire TV guide.
Channels or films missing
Refresh the playlist in the app (often "Update channels" or "Reload playlist") and check whether you have hidden a channel group. Line-ups on licensed services change when rights agreements change, so a channel can be withdrawn. Ask us if you are unsure.
Your broadband provider and blocking
UK broadband providers are ordered by the courts to block servers used by unlicensed streaming services. A licensed service should not be affected. If an app only fails on one broadband connection, mention it when you contact us. Background: why ISPs block some IPTV services.
Frequently asked questions
Why is my IPTV not loading?
Check your login details, your subscription’s expiry date and your connection, then restart the device and app. If nothing loads on any device, see is IPTV down?.
Why is IPTV Smarters not working?
Common causes are an expired login, a mistyped server address, too many screens in use or an outdated app. Clear its cache, update it and re-enter your details.
IPTV works on my phone but not my TV. Why?
The TV device or its connection is the problem: restart it, clear the app cache, check its date and time, and try Ethernet.
