Fixing problems

Start with Settings, Status and playback on the screen: it shows when the playlist and guide last loaded and any error.

The screen shows no channels

• Check the screen is on your account (Screens) and covered by your plan.
• Under Screens, Manage, check Playlists it gets has something ticked. "No lineup sent yet" under the screen's name means your playlists haven't been sent: open the account page with your playlists unlocked.
• On the screen, Settings, Check for changes (or Sync now) fetches the latest at once.

A channel won't play

• Try another channel from the same playlist. If none play, the playlist link or login may have expired; check with your provider.
• Some providers allow only one stream at a time. Close ChannelSplice on screens you're not using, and other apps using the same login.
• Turning on Smooth playback (Status and playback) helps on slow or busy connections.

The guide is empty

• For a playlist link, add the guide (XMLTV) address on the account page, or check the one inside the playlist works.
• Channels match the guide by their tvg-id. Channels without one, or with one the guide doesn't use, show no programs.
• Large guides take a little longer the first time.

HDHomeRun: not found, or tuners busy

• The screen and the tuner must be on the same home network. If it still isn't found, enter the tuner's address on the account page (the HDHomeRun app or your router shows it).
• "No channels yet": run a channel scan in the HDHomeRun app. With Only my favorites, star some channels there first.
• Each screen watching uses one tuner. When all are busy, stop watching on another screen or device.

Jellyfin: can't reach the server or sign in

• The screen connects to the address you entered. 192.168.… addresses only work at home; away from home use an address the screen can reach.
• "Turned down the sign-in": check the username and password, in the playlist or in the viewer's own Jellyfin user.
• A library you expected is missing: the Jellyfin user doesn't have access to it. Change that in Jellyfin's own dashboard.

Movies and Series

• Movies and Series are missing: the playlist has none, or their categories are unticked under Groups (or for that viewer).
• Subtitles were switched off: that subtitle format can't be shown on this device. Try another language or track.
• A movie won't start with a one-stream provider: some formats (MKV) need a second connection to start. Close other screens using the provider and try again.

Forgot your passphrase or password

• Password: on the sign-in page, Forgot your password? emails a link.
• Passphrase: it can't be recovered. On the Playlists card choose Forgot it? Start over and add your playlists again; screens keep their channels until then.

Still stuck?

Write to support@channelsplice.com with your screen's type, app version (Settings, Status and playback) and what it shows. Never send your playlist links, passwords or passphrase.

Something missing or out of date? Write to support@channelsplice.com.