Compare a second source
Open another live channel and an on-demand title. If the issue follows one source, record that source. If every item has the same problem, check the player, device output and network before assuming the whole catalogue is unavailable.
Check audio routing
Confirm volume and mute settings on the app, television and any soundbar. On a computer, check the selected HDMI or speaker output. Try another available audio track. Not every source includes every language or surround-sound format.
Check decoding carefully
Some devices cannot decode certain source formats reliably. Use the player’s recommended decoder initially; if support suggests changing hardware/software decoding, make one change and retest the same item. Keep a note of the original setting.
For lip-sync or resolution problems
Confirm whether the issue occurs on other sources and whether a lower-resolution version works. Display size alone does not prove support for every 4K, HDR or 8K format. Send the model, player and source details rather than a password-bearing screenshot.
Still need a little help?
Send us the device model, player name and the step that did not work. Keep passwords and payment details out of your message.
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