Problem summary
A black screen — with or without sound — usually points to a video decoder or display connection issue on the device, not your account. Changing the player’s decoder setting fixes most cases.
Likely causes
- Hardware decoder can’t handle a stream format
- HDMI/HDCP handshake issue between device and TV
- Outdated app or device firmware
- Display resolution or frame-rate setting mismatch
Step-by-step diagnosis
- 1Is it every channel or only some? Some → decoder/format. Every channel and the menus too → HDMI/display connection.
Safe corrective actions
- 1In the player settings, switch the decoder (Hardware ↔ Software, or choose a different internal player).
- 2Unplug the HDMI cable at both ends, try a different HDMI port, and avoid cheap HDMI switches when testing.
- 3Update the player app and the device software.
- 4Set the device’s display resolution to Auto or 1080p for testing.
Check that it’s fixed
- Play a few channels from different categories and one movie.
Still not working? Contact support
Send us a message on WhatsApp, Telegram or through the contact form with:
- Your order or trial reference
- Device model and player app (with version, if shown)
- What you see — an error message, a screenshot or a short phone video helps most
- Whether you hear sound during the black screen