Separate guide data from video playback
First check whether the channel itself plays. If it does, the issue may be limited to schedule data or the player’s guide configuration. If both fail, confirm account status and network access before focusing only on the EPG.
Record whether every channel lacks listings or only a few entries do. Some channels may not have schedule data in the supplied feed. An empty row is not automatically evidence that the subscription has stopped working.
If the video itself stops, start with the playback interruption checklist.
Confirm the correct source
Ask whether your account format includes guide data automatically or requires a separate EPG URL. Use the source supplied for the same channel lineup. A random guide feed may use different channel identifiers even if the displayed names look similar.
Treat a credential-bearing EPG URL like a password. Copy it accurately, check for spaces, and avoid entering it into public validators. If the supplier changes the URL, update the saved source rather than creating duplicate conflicting guide entries.
Check whether guide data is supported by your app in our overview of streaming player requirements.
Check the time zone and clock
If listings appear but are shifted by a fixed number of hours, check the device’s date, time, and time zone. Then review any guide offset inside the player. Applying both a device correction and an app offset can move an otherwise correct schedule twice.
Make one adjustment at a time and compare a program whose broadcast time you can confirm. Daylight-saving changes and feeds intended for a different region can complicate the comparison. Record the original settings so you can undo an unsuccessful change.
Refresh without creating a loop
Use the player’s documented guide-refresh control and allow it to finish. A large schedule feed may take time to download and process. Repeatedly triggering updates or restarting the app can prevent the first import from completing.
Check the last-update status if the player provides one. If it reports a network or parsing error, capture that message. A successful import with empty rows suggests a different issue from a failed download.
Understand channel matching
Players often match a channel’s identifier to an entry in the schedule data. Similar names do not guarantee the identifiers match. If only certain channels are empty, ask whether the current playlist and guide are intended to be used together.
Some apps allow manual EPG mapping. Use it only when you can identify the correct regional channel and schedule. Mapping a similarly named feed from another time zone can create a guide that looks complete but gives misleading program times.
Escalate with useful evidence
Send support the player and version, device, time zone, last successful update, and a few affected channel names. Explain whether video works and whether a guide refresh completed. Redact credentials from URLs and screenshots.
If a replacement guide source is supplied, verify that it is authorized for your account. Keep one working configuration and remove obsolete duplicates. Note which source worked and when you changed it, so you can refer back to it if listings disappear again.