Troubleshooting Guide

Run a speed test at fast.com. You need at least 25 Mbps for HD streams and 50+ Mbps for 4K. If your speed is lower, try pausing other downloads and streaming at a lower quality setting in your app. Peak hours (7–11 pm) can cause temporary congestion.

Whenever possible, connect your device via Ethernet (wired) instead of Wi-Fi. If you must use Wi-Fi, move closer to your router or use a Wi-Fi extender. 5 GHz Wi-Fi is better than 2.4 GHz for streaming.

In TiViMate Settings → Player → select ExoPlayer as your player. Increase the buffer size to 30 seconds. These two changes resolve most TiViMate-specific buffering.

Some channels have heavier load at peak times. Try switching to an alternate stream of the same channel (many channels have 2–3 stream options). The issue usually resolves within a few minutes.

Some ISPs throttle streaming traffic. Try connecting through a VPN — if buffering improves, your ISP may be throttling. Choose a VPN server in your country for best results.

Force-close the app completely and reopen it. If the issue persists, clear the app's cache (but not its data, which would delete your playlist). On Fire TV: Settings → Applications → Manage Installed Applications → your app → Clear Cache.

Log into billing.thestreamplug.xyz and check My Services. If your plan has expired, renew it and your access will restore instantly. You'll also receive reminder emails before expiry.

Occasionally, credentials are updated for security reasons. Log into billing.thestreamplug.xyz → My Services to find your current M3U URL and Xtream Codes credentials. Delete your old playlist in the app and add the new one.

If every channel shows a black screen, the issue is likely your credentials, subscription status, or M3U URL rather than a server outage. Try your credentials in a different app to rule out app-specific issues.

Always copy-paste your credentials directly from your welcome email or the billing portal — never type them manually. Watch for extra spaces before or after the text. Credentials are case-sensitive.

Copy the full M3U URL including http:// at the start. Paste it into a browser to test — it should prompt a download or show text. If not, your credentials may have been updated; check billing.thestreamplug.xyz → My Services.

This means another device is already using your credentials. Disconnect the other device, or add an Extra Connection add-on ($5/month) to stream on two devices simultaneously.

EPG data can take 1–2 hours to fully populate after first setup. This is normal. Leave the app open for a while and it will fill in automatically.

In TiViMate, go to Settings → Playlists → your playlist → Update EPG → Force update. For other apps, look for a "Refresh EPG" or "Update guide" option in settings.

Double-check your EPG URL in app settings. It's a separate URL from your M3U URL. Find your correct EPG URL at billing.thestreamplug.xyz → My Services.

Verify your M3U URL is correct (copy-paste from portal). Clear the app cache. If issues persist, uninstall and reinstall TiViMate, then re-add your playlist from scratch.

The app has been relisted multiple times under slightly different names. Search for "IPTV Smarters" — you may find it under a variant name. Alternatively, use GSE Smart IPTV, which is fully compatible with TheStreamPlug.

Wait 5 minutes after entering your MAC address, then refresh the app. If still not activating, try in an incognito/private browser window, as ad blockers can sometimes interfere with the activation request.