Troubleshooting IPTV Restream

Symptoms: Players fail to start; panel shows offline or timeout.

Possible causes: Whitelist mismatch, expired access, playlist misconfiguration, source-side outage.

Safe checks: Confirm service window (trial/paid), verify public IPv4, reload playlist, test one known channel, note exact error text.

Tell support: Server public IPv4, plan or trial status, channel name/region, error message, approximate time (UTC).

Symptoms: Unauthorized errors when pulling streams.

Possible causes: Access not activated, credentials/playlist revoked, requests from non-whitelisted IP.

Safe checks: Confirm activation with support; verify outbound IP; avoid sharing playlists publicly.

Tell support: Full error snippet, IP in use, whether access was recently changed.

Symptoms: Works from one host but not another; intermittent deny.

Possible causes: Private/local IP submitted instead of public IPv4; wrong NIC; CDN/proxy egress differs.

Safe checks: Identify the egress public IPv4 of the pulling server; resubmit for whitelist update.

Tell support: Previous IP, new IP, hostname/role of server.

Symptoms: IPv6 connectivity looks fine but pulls fail.

Possible causes: Whitelist expects public IPv4; dual-stack host prefers a different path.

Safe checks: Confirm IPv4 egress used for upstream pulls; see IP whitelisting guide.

Tell support: Both IPv4 and IPv6 addresses observed, plus which one the panel uses.

Symptoms: Sudden failures after infrastructure change.

Possible causes: Outbound IP rotated when LB replaced or scaled.

Safe checks: List all current egress public IPv4s; message support to update whitelist.

Tell support: Old and new LB IPs, change timestamp.

Symptoms: Timeouts, NXDOMAIN, or route failures to upstream hosts.

Possible causes: Local DNS, ISP filtering, firewall egress rules.

Safe checks: Test DNS resolution and HTTPS reachability from the server; check firewall allows required outbound ports.

Tell support: Traceroute/DNS results if available (no need to share unrelated credentials).

Symptoms: Frequent stalls for some or all channels.

Possible causes: Server bandwidth limits, oversubscribed hardware, source bitrate, local network congestion.

Safe checks: Compare single-channel vs many concurrent pulls; check CPU/network; reduce concurrent test load.

Tell support: Concurrent pull count, sample channels, server bandwidth capacity.

Symptoms: Specific channels fail while others work.

Possible causes: Upstream source instability for that channel/region.

Safe checks: Verify other channels; report via channel reporting with clear details.

Tell support: Channel name, category/region, start time of issue.

Symptoms: Panel cannot import playlist or shows empty list.

Possible causes: Wrong URL, truncated file, panel parser limits, network block.

Safe checks: Download/open playlist from the server; confirm format; retry import; see M3U/HLS guide.

Tell support: Panel name/version (if known), import error text — do not paste full credentials in public tickets.

Symptoms: Additional channels fail when many are already open.

Possible causes: Concurrent upstream pulls exceed plan or trial allowance.

Safe checks: Count simultaneous upstream channels; close unused pulls; consider a higher plan.

Tell support: Current plan size, approximate concurrent pulls observed.

Symptoms: One channel audio/video problems; others fine.

Possible causes: Source encode issues, EPG mismatch, panel mapping errors.

Safe checks: Retest on a second player if available; report with evidence.

Tell support: Follow the channel reporting checklist.