Something is not working

Pick the line that matches what you can see. Each one asks at most three questions before it either solves the problem or hands you to a person.

If the app gave you a code that looks like MTP-2100, skip all of this and search for the number in the search box above. A code page names the cause directly and says whose problem it is.

Nothing plays at all

• Nothing plays - no channel or title starts, on any source.
• The app will not start - it closes immediately, or never reaches the home screen.

A source will not load

• A source is unreachable - a source row says Unreachable, and every refresh fails with a code.

Some things play, others do not

• Some channels do not play - most channels work, a few fail.
• Buffering or stuttering - playback starts but keeps pausing to catch up.
• The picture is wrong - aspect ratio, color, or subtitles that will not behave.

The guide, recordings and sync

• No program guide - the guide is empty, incomplete, or shows the wrong programs.
• Recording did not work - a recording is missing, short, or never started.
• Sync is not working - favorites, profiles or resume points do not match between devices.

Account, plan and devices

• My plan is not recognized - you have paid, but the app still treats the account as free or expired.
• I cannot sign my TV in - pairing a console or TV that has no comfortable way to type.

If none of these fit

Read Is it the app or the source? first. It is the single most useful page here, because most playback problems come from the playlist or portal you supplied rather than from My TV Player, and the two need different fixes.

Still stuck? Get in touch. Bring the error code if you have one: it turns a long conversation into a short one.