In the first instance, you should follow the instructions below to resolve any technical difficulties you may experience.  Pretty much any technical problem can be resolved by following the guidance below.

If you are unable to resolve your technical difficulties using the guidance below, please submit a ‘Support Request’ with as much detail as possible regarding your technical issue.  We will contact you within 4 hours, between 8:30am and 7:00pm (Monday to Friday) to help you resolve your issue.

***OUTSIDE OF THE HOURS STATED ABOVE, NO TELEPHONE OR E-MAIL SUPPORT CAN BE PROVIDED***

QUICK FIX TO TECHNICAL PROBLEMS

Most problems can be fixed by rebooting your device and router, then clicking on ‘Clear Data’ for the Smart Streamz app:

Amazon Devices:

Settings > Applications > Manage Installed Applications > Smart Streamz > Clear Data > Clear Data

Android Devices:

Settings > Apps > Smart Streamz > Clear Data > Ok

Once you have done the above, you should attempt to use Smart Streamz again and your problem may well have been resolved.  If you have continued problems, go to the relevant section of the user guide for detailed solutions to all problems user can encounter.

This page will automatically populate with your most recently used IPTV Channels, Kodi Builds, Apps and Favourites as you use them. Each item can be launched easily by clicking on the relevant icon.

IPTV is an optional service which offers far superior Live TV and On Demand content.  We offer a range of plans to suit individual needs, costing as little as less than £1.35 per week. This service includes over 1,750 Live TV channels which provide the very best in Sports, Movies, Documentaries, Kids, Music, International TV and much, much more. There is also an extensive and growing library of on-demand Movies and TV Shows which can accessed any time.

Troubleshooting

IMPORTANT INFORMATION

It is an unfortunate reality that any IPTV service will experience some ‘down-time’, but this is not a common occurrence.  We will always try to update you with an onscreen message when there are known issues with the service, but this is not always possible.

If the troubleshooting steps below don’t fix your lack of access to IPTV Premium, please don’t panic because it will simply mean there is an issue with the servers which manage the service.  Any such issues are usually resolved within an hour.

Onscreen message asks me to choose a plan again

To resolve this issue, you simply need to reset the data in the Smart Streamz app by doing this:

Amazon Fire TV Devices

From the home page of the device, go to:

Settings > Applications > Manage Installed Applications > Smart Streamz > Clear Data > Clear Data

After doing the above, you then simply launch Smart Streamz and the IPTV Premium content will load in automatically.

Q Box/T95z+

From the home page of the device, go to:

Settings > Apps > Smart Streamz > Clear Data > Ok

After doing the above, you then simply launch Smart Streamz and the IPTV Premium content will load in automatically.

'Failed to Download' error after 'Loading live channels' process

You should consider/do the following:

  1. If you are not using a VPN, try using one in case your ISP is blocking your access to the IPTV Premium service.  This is often the case when Premier League games are being played.
  2. If you are using a VPN service, try changing the VPN server or disconnect it altogether because the VPN service could be the source of your issue.
  3. Try clearing the Smart Streamz app data in by doing the following:

    Amazon Fire TV Devices

    From the home page of the device, go to:

    Settings > Applications > Manage Installed Applications > Smart Streamz > Clear Data > Clear Data

    Android Devices

    From the home page of the device, go to:

    Settings > Apps > Smart Streamz > Clear Data > OK

  4. On some occasions the cache memory of your device or router need to be cleared.  Do this by switching off your router and your device for 20 minutes and then reboot both.

If none of the above allows your access to the IPTV Premium service, then the service is possibly down or there are service improvement works being undertaken.  In such circumstances, you should wait at least 1 hour before reporting the issue.

'Sorry, The video is unavailable now.' error message on all TV Channels/Movies/TV Shows

If you receive this onscreen message for all channels and Movies/TV Shows, you should check the following:

  1. If you are not using a VPN, then you should connect to a VPN service, as it is most likely that your ISP is blocking your access to the IPTV Premium service.  This often happens during the Premier League schedule (UK Customers Only), but some ISPs block at other times too.
  2. If you are using a VPN service, it is possible that there is an issue with the VPN server you are using.  Therefore you should change the server.
  3. Check your broadband filter settings – see ‘Other Technical Issues’ section of this guide.

If none of the above allows your access to the IPTV Premium service, then the service is possibly down or there are service improvement works being undertaken.  Therefore you should wait at least 1 hour before reporting the issue.

TV Channels, Movies or TV Shows suffer from regular buffering (screen freezing)

The IPTV Premium service does not normally buffer.  If you experience regular screen freezing, then the cause is most likely your set-up or your broadband.  The most common causes for buffering are:

  1. Slow Broadband Speed – Your speed should be at least 15mb download for good performance.  If your broadband is slower than this speed, you could encounter infrequent or even frequent buffering.
  2. Broadband Traffic Management – Do not assume you are getting the speed you expect from your broadband supplier.  At peak times your broadband supplier will slow down your broadband to help evenly distribute bandwidth across their local network.  Test your speed 3 times whilst you are streaming to get a true reflection of your broadband speed.
  3. Broadband Router Issues – Broadband routers pick up bugs/issues over time and a reboot can flush out such issues.  Switching your router off for 20 minutes and then back on again every month is a good idea.
  4. Poor WiFi Signal – If your broadband router is not in the same room as your device, particularly if your broadband speed is not fast, then the speed your device receives will be much lower than you think.  Move the router closer to your device if you can.  Please note that best performance will always be achieved when connecting a streaming device via an ethernet connection (Amazon Fire TV Sticks require and additional adapter)
  5. Slow VPN Server – If you are using a VPN service and you are experiencing buffering, it’ll undoubtedly the the cause of the problem.  You should either disconnect from the VPN service you are using or you move to the fastest VPN server you can find (see VPN service provider instructions).
  6. Wifi Signal Interference – It is quite common for broadband suppliers to use the same frequency on all of their routers, which can cause problems with the quality of Wifi signals in populated areas.  Changing the channel your broadband router uses can fix this issue.  Check how to do this by Googling “changing router channel *Add Your ISP Name*”.

A growing library of 3rd Party Kodi Builds can be chosen from, with all Builds offering an expansive range of Addons that provide you with your viewing content.  These Kodi Builds are updated regularly and the user should install updates, otherwise performance of your Kodi set-up will deteriorate over time.

Kodi Addon Issues

Addons contained within the Builds are created and managed by 3rd Addon developers who are not affiliated with the Build creators or Smart Streamz in any way. For this reason, it is only the Addon developers themselves who can fix technical issues, so please refrain from seeking technical support for individual Addon issues.

In such circumstances as an Addon stops working, you should simply use other Addons until an automatic Addon update resolves the issue. If you find there are lots of broken Addons in your Build, you should either install a Build update if there is one available or switch to another Build.

Please Note

It is the user’s responsibility to explore and make their own decision regarding which Kodi Build is preferred.  Please do not get in touch to ask us which one from that list we recommend, as it is very much a personal choice.

Installing & Updating Kodi Builds

Closing your Kodi Build correctly after use (IMPORTANT)

To avoid any issues when you update or change your Kodi Build, it is important to close it correctly.  The way you do this differs with each Kodi Build, but in general you should look for the power button at the bottom of your screen or win the main menu you should look for a ‘Quit’ or ‘Exit’ option.

How to install a Build for the first time

  1. Click in the Kodi Build you wish to use and then click ‘Download’ to download the media player
  2. Once the media player has been downloaded, click ‘Install’ and once it has completed you should click ‘Done’…….DO NOT CLICK ‘OPEN’
  3. Now click ‘Next’ and then click ‘Install’
  4. Read the ‘General Disclaimer’ and click ‘I Agree’ to download your chosen Build
  5. Once your build has been installed, you must click ‘Yes’ to launch and save it to your device.

PLEASE NOTE: YOU CANNOT INSTALL MORE THAN ONE KODI BUILD AT A TIME.  EACH TIME YOU INSTALL A KODI BUILD IT WILL REPLACE THE EXISTING ONE.

How to launch your current Build

  • Click on any of the Kodi Build icons and then click ‘Launch’.

How to update your current Build

To update your current Build, you should:

  • Click on the icon for the Build you have installed and then click ‘Install’

If the Build looks exactly the same after the installation, this indicates that the Build has not been updated.  In such circumstances, you should check for an update 2-4 weeks later.

Please Note:  The ‘Best Builds’ category is where you will find the latest Build updates.  If you have chosen a Build from the Popular category, there is no guarantee it will be regularly updated.

How to install a new Build

If you wish to install a different Build, to install it you should:

  • Click on the icon for the Build you wish to install and then click ‘Install’.

Troubleshooting

'Failed to Extract' Error Message

If you receive an onscreen notification when trying to install or update a Build, you should reboot your device by switching it off and on at the mains and then retry the update or installation.

Keep getting an onscreen message asking to 'Pair' device to watch a stream

This is perfectly normal, although we appreciate that some customers either do not know what to do or simply find it frustrating.  However, you will find that many of the streams which ask for pairing are of high quality, so process of pairing your device can be well worth the effort.

The way to handle the pairing message is as follows:

  1. If you do not wish to use one of the streams that require pairing, simply press the back button and the device will simply move onto the next stream.  This may need to be done multiple times to get to streams which do not require pairing.  Alternatively, you may simply wish to choose another addon to watch your chosen content, as not all addons search sources which require pairing.
  2. If you wish to pair your device, simply use your Mobile Phone, Tablet or Laptop/PC to access the URL and follow the very short instructions for authorising your access to the stream.  You must ensure that the device you use is connected to the same broadband as your streaming device for this pairing to work, as the pairing exercise simply authorises your IP address for streaming for 4 hour periods.

Recommendation

There are only 3-4 stream sources which use the pairing method, so we highly recommend that you save the URL for each as a favourite on your web browser, as this will allow you to access the authorisation page quickly and without the need to type in the URL each time.

All addons have been lost/library is empty

This can happen because Kodi has encounter difficulties when closing down or the device had an interruption of power

To resolve this, you simply need to reboot your device (off and on), after which you should launch Smart Streamz and install your preferred ‘Kodi Build’.

No Streams Are Working/'No Streams Available' Error Message

Problems Across All/Most Addons:

If no streams are working across all/most addons, or you keep getting a notification which states ‘No Streams Available’, then this will be because your broadband filter settings need to be switched off.  Some internet service providers switch these settings back on without notifying you.

You will find instructions for switching off your broadband filter settings in final section of this User Guide.  Please see ‘Switching Off Broadband Filter Settings’.

Live TV & Live Sport Addons:

ISPs actively block servers which provide sports streams during the Premier League and Champions League schedule.  If you are not using a VPN service, which bypasses these blocks, then it is highly likely to be the reason why you cannot access Live TV and Sports streams.  If you suspect this to be the case, you may wish to subscribe to our VPN service in the Settings menu of Smart Streamz.

Error: Check Log For Information/An Addon Is Not Working

Such problems with addons is not unusual and in most cases there is nothing that we or you can do about it, so you should simply use another addon.  Technical issues can be experienced for any of these reasons:

  1. Technical Fault With Addon – These issues will be fixed in automatic updates, which get pushed out by Addon developers regularly.
  2. Repository Changes – This issue will be fixed in the next ‘build’ update, which is typically every 4-6 weeks.
  3. Addon Has Shut Down – This is a permanent problem and the addon will be removed in the next ‘build’ update.

Buffering Issues

Your device can experience buffering due to a number of reasons, which include:

  • Live TV & Live Sport Streams
    Buffering is most often encountered with Live TV & Live Sport streams.  In part this is because technologically, the process of delivering streams to be your screen is much more complex than delivering on-demand content, so problems are more likely to occur.  The other reason, when considering Live Sport streams, is that the popularity of Kodi devices means the web traffic is too high for the addon developers to provide stable streams.  The solution on a free basis, is to simply explore the various streams until you find one which is high quality and stable.  The other, which takes away all of the stress of poor quality links, is to pay for the IPTV Premium service.
  • Poor Broadband Speed
    To check you have the recommended minimum 8mbs downlood speed by clicking here: www.broadbandspeedchecker.co.uk (the device you are using to view this page must be connected to the same broadband connection as your streaming device).  It is essential that you check your broadband speed whilst you trying to stream content, ideally whilst you are encountering buffering because this will give you a true reflection of your broadband speed at the time you are experiencing issues.
  • You have not updated your ‘build’ to the latest version
    See ‘Updating Your Build’ in the ‘Kodi Builds’ section of this guide.
  • The Kodi Addon you are using is experiencing difficulties
    At some point, all addons will be encounter buffering issues and this is something which cannot be controlled.  In such circumstance, you should simply use other addons until such time as performance improves.
  • Your Broadband Filter Settings have been switched back ‘On’ by your ISP
    See ‘Broadband Filter Settings’ in the ‘Other Technical Issues’ section of this user guide.
  • Your device is receiving a poor WiFi signal from your router
    Streaming devices need a stronger and faster connection to your internet than any other device you will use.  It is therefore advisable for you to use an ethernet connection if you own a streaming box or you should ensure that your router is as close to your device as possible.
  • Your Router Needs to be Rebooted
    It is always good practice to reboot your router every few weeks to flush out any performance issues.
  • VPN Server is Slow
    If you are using a VPN service, then this is likely to be the cause of buffering.  You should change to a faster server (see VPN user guide for instructions) or disconnect from the VPN service altogether.

Kodi Build won't launch or you experience any other problems

In such circumstance that you have issues with a Kodi Build which cannot be resolved with other guidance in this section, you should simply reboot your device (off and on) and then install your preferred Kodi Build again.  If issues continue, then you should repeat the exercise and install a different Kodi Build, and make us aware of the issue.

Apps are installed by clicking on an App icon and then choose to ‘Install’ when prompted. After an App has been installed, it can be launched immediately after installation by clicking ‘Open’ or by clicking the App icon thereafter.

**Gaming Controller Required**

Before you are able to play with any of the available games, you must first install the relevant emulator. Once the emulator has been installed, click ‘Done’ rather than ‘Open when it has finished doing so.

Once you have done this, you should then configure your gaming controller within the emulator in the ‘Key/Gamepad Input Setup’ menu option.

Once the emulator has been set up, you can then click on the game icon you wish to download. Once it is downloaded, you then click on ‘Load Game’ and scroll down to the ‘Sega-Games’ or ‘SNES-Games’ folders to install the relevant .zip file for the game you wish to play. The game will then launch automatically.

For customers who wish to remain anonymous when streaming or who experience blocking of streams during the Premier League schedule, we offer an integrated VPN service. This service will hide your streaming activities and it will also bypass any ISP blocks which are preventing your access to streams.  The service is charged at £1.5 per month and it can be cancelled at any time.

 

PLEASE NOTE – IPTV PREMIUM CUSTOMERS

IF YOU ARE AFFECT BY ISP BLOCKING DURING THE PREMIER LEAGUE SCHEDULE, YOU MUST ENSURE YOU ARE CONNECTED TO THE VPN BEFORE ATTEMPTING TO VIEW ANY CONTENT.  THIS WAY THE BLOCKS WILL NOT AFFECT YOU. 

How to subscribe and set-up the Smart Streamz integrated VPN

  1. Go to ‘Settings’ and click on ‘VPN’
  2. Select ‘BUY LOGIN DETAIL’
  3. Enter Debit/Credit Card Details
  4. Check e-mail address for login details
  5. Enter login details and click the shield to Connect.

Switching Off Broadband Filter Settings

Some Internet Service Providers use Broadband Filter Settings to prevent your access to content which they deem inappropriate and this will massively impact on your ability to stream Kodi content.  To resolve this issue, click the relevant link below:

BT

EE

TALK TALK

VIRGIN

SKY

PLUSNET

Smart Streamz stuck at 'Loading'

In the absence of there being a temporary issue with our servers, this issue will be caused by a lack of internet connection or because your Broadband Filter Settings are switched on.  You should check that your are connected to the internet first, then follow the instructions for switching of your broadband filter settings in this part of the user guide.

Buffering Issues

Your device can experience buffering due to a number of reasons, which include:

  • Live TV & Live Sport Streams
    Buffering is most often encountered with Live TV & Live Sport streams.  In part this is because technologically, the process of delivering streams to be your screen is much more complex than delivering on-demand content, so problems are more likely to occur.  The other reason, when considering Live Sport streams, is that the popularity of Kodi devices means the web traffic is too high for the addon developers to provide stable streams.  The solution on a free basis, is to simply explore the various streams until you find one which is high quality and stable.  The other, which takes away all of the stress of poor quality links, is to pay for the IPTV Premium service.
  • Poor Broadband Speed
    To check you have the recommended minimum 8mbs downlood speed by clicking here: www.broadbandspeedchecker.co.uk (the device you are using to view this page must be connected to the same broadband connection as your streaming device).  It is essential that you check your broadband speed whilst you trying to stream content, ideally whilst you are encountering buffering because this will give you a true reflection of your broadband speed at the time you are experiencing issues.
  • You have not updated your ‘build’ to the latest version
    See ‘Updating Your Build’ in the ‘Kodi Builds’ section of this guide.
  • The Kodi Addon you are using is experiencing difficulties
    At some point, all addons will be encounter buffering issues and this is something which cannot be controlled.  In such circumstance, you should simply use other addons until such time as performance improves.
  • Your Broadband Filter Settings have been switched back ‘On’ by your ISP
    See ‘Broadband Filter Settings’ in the ‘Other Technical Issues’ section of this user guide.
  • Your device is receiving a poor WiFi signal from your router
    Streaming devices need a stronger and faster connection to your internet than any other device you will use.  It is therefore advisable for you to use an ethernet connection if you own a streaming box or you should ensure that your router is as close to your device as possible.
  • Your Router Needs to be Rebooted
    It is always good practice to reboot your router every few weeks to flush out any performance issues.

Amazon Fire TV device is unresponsive when using the remote control

This occurs can occur when the remote control loses its pairing with the Amazon Fire TV device.  Follow these steps to resolve this issue:

  1. Reboot the Amazon Fire TV device (power off then on)
  2. Once you see the home screen on your TV, press down the home button on the remote control for up to 1 minute, until there is a notification onscreen which states ‘New Remote Controller Connected’.

If you follow the steps above and the remote control does not pair with your device, reboot and try again.  When pressing the home button down, the closer you are to the device to more likely you are to avoid any pairing issues.