Streams issues
Sometimes TV channels may disappear, video may stuck, users may see a black screen instead of TV channels. There may be a lot of possible reasons why such behavior appears, also the impact may be different - either one channel is affected or all the channels.
MwareTV offers Streaming Support Services. Our team will constantly monitor your streams, solve problems or inform you if you have to take any action. Improved Quality of Service for your subscribers and you have a good night's sleep. For more information contact our salesteam.
First steps in urgent cases
If you have complaints that all streams are down, please follow the steps:
Check the channels yourself first. Are all streams down? If just a few channels, check the inputs. If you can play the channel, check the end-user's connection (last-mile). Use DownDetector to check if ISP is up and running, don't forget to select your country to get the list of providers.
Verify the input URL of the streaming server in VLC. If it plays out well, check with your channel provider if the IP address of the server has been blacklisted.
Check with your channel provider if you may overload the available bandwidth or exceed the amount of connections.
If the server is down, try to restart it or ask your hosting company team.
Also, sometimes end users complain about the stream issues, but the real cause is on the customer side, mostly broken connection.
Contacting support
If the issue is not resolved, please contact the MWare support team and provide the following information:
Which channel name and number
Which user ID and password (in which CRM, if more CRMs are used)
Which App release (number can be found in Settings menu)
Which device is used (device type, OS, brand)
What type of connection (rj45, Wi-Fi, 3G, 4G, other)
Describe the issue in a detailed way, including screenshots if it clarifies the problem
Which other channels have the same problem (if any)
Which other customers report the same problem (if any)
Is the problem bound to a specific region or ISP?
Have you been able to reproduce the problem by yourself? If yes, explain how and share your findings.
Is the problem always reproducible, or only at specific time?
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