A source is unreachable

Open Sources and the row carries a red Unreachable pill with a line under it such as Could not reach your source (MTP-1505), Your source took too long to answer (MTP-1510), Could not download the playlist from your source (MTP-1130) or Playlist download timed out (MTP-1135).

All four mean one thing: the app opened a connection to the address you gave it and never got an answer back. Either the address is down, or something between this device and that address stopped the connection. The app cannot tell those apart, which is why the message names the source and why the row adds a line asking you to check this device’s network, VPN and antivirus first.

Before the three questions below, check the app itself still works: open Home or Settings, or switch to another source. If nothing loads and it cannot sign you in either, this device is offline and nothing here will help until that is fixed.

1. Does the source work on another device, on another network?

Try the same source on a phone using mobile data rather than your home network, or on another computer.

It works elsewhere. The address is up, and something on this device or this network is stopping it. Questions 2 and 3 are where it will be.

It fails everywhere. The address is down or is refusing you, and only whoever supplies that source can fix it. Here is why.

2. Is a VPN, a DNS service, or a router filter in the way?

Any of these blocks one address while everything else keeps working, which is what you are seeing:

• A VPN. Turn it off and refresh the source. Some addresses refuse connections arriving from a VPN, and some VPNs route them nowhere.
• A custom DNS service or a filtering resolver. Many block whole categories of address. If the DNS settings on this device or on your router were changed, put them back and try again.
• Router or network filtering. Parental controls, a school or office network, or filtering applied by your internet company all produce a connection that never completes.

Refresh the source after each change, so you know which one it was.

3. Is a firewall or antivirus blocking My TV Player?

Security software is the most common answer when the address works on other devices but not on this one. A web shield, network protection, or an HTTPS scanning feature can stop the app’s connection while a browser on the same machine loads the same address without trouble.

1. Open your security software and find its list of blocked or protected applications.
2. Allow My TV Player, or add an exception for it.
3. If there is no such list, turn the protection off for a few minutes, refresh the source, then turn it back on. That tells you whether it was responsible, and you can add the exception afterwards.
4. On Windows, check Windows Defender Firewall as well: an app denied on its first launch stays denied until the rule is changed.

Turn the protection back on once you have your answer. If it was the cause, an exception for the app is the fix, not leaving it off.

If it still fails everywhere

The connection is being refused at the far end. Sign in to your source’s own portal, or the page you got the playlist address from, and check the account is still active and the address has not changed. A moved or expired address produces exactly this failure.

We cannot access or test your source, and the app never sends your playlist address to us to try on your behalf. If everything above checks out and the source still will not load, contact support with the code from the row: it says which connection failed, and turns a long conversation into a short one.