First, check the scope
Try another item from the same source. If only one item fails, that stream may be unavailable. If everything fails, check the source status, account, and network before changing playback options.
- One item fails: retry once and use a supplied backup line if available.
- One group fails: refresh the source and compare another group.
- Everything fails: run the source check and review the reported category.
- Only one network fails: compare Wi-Fi or another connection if practical.
Use the error category as your next step
Network and timeout messages point to reachability. Sign-in messages point to the account or provider. Format messages mean the response is not something Tellyra can read. Content messages mean the source was reached but usable media was not found.
- Confirm details rather than repeatedly guessing.
- Do not paste a secret address or password into public forums.
- If a provider changed your access, only that provider can restore it.
Retry deliberately, then use recovery options
Retry once after a temporary interruption. If your source includes more than one line for the same item, Tellyra can use a backup or let you choose another line. Repeated retries will not repair expired access, an unavailable server, or incompatible media.
- Pause briefly before retrying a timeout.
- Compare another item to avoid blaming the whole source.
- Refresh source information after the provider confirms a change.
- Keep the preferred working line when several are available.
Separate guide problems from playback problems
An empty or shifted program guide does not necessarily stop video playback. Check the XMLTV address, channel matching, time zone, and last refresh separately. If you still need help, send the app’s privacy-safe support report with your device, OS version, Tellyra version, error category, and the steps you tried.
- Never send playlist addresses, usernames, passwords, or access tokens.
- Do not attach a protected playlist file.
- Describe the type of item and the error, not the channel or media identity.
- Contact support at [email protected].