report a problem.
Most problems are on this list. The rest go to email.
try these first.
Check for updates before anything else: Settings → About. It may already be fixed.
my login is rejected
Check the server, username and password with your provider. Settings → Playlists → Edit…, or right-click the playlist → Edit connection…, changes them in place. History, favorites and resume points stay.
“The subscription expired” or “This account expired” means the subscription ended. Renew it with your provider, then press Refresh on the same card.
When a provider moves to a new address, the new one goes in Edit… too. So do backup servers.
channels keep buffering
A dropped channel reconnects on its own, then tries the channel's other formats, qualities and copies. “Reconnecting…” means it's working on it.
“Too many connections” means another device is watching on the same account. Stop it there, then press Retry.
When every channel buffers, the cause is usually the provider or the connection. A channel from another playlist tells you which.
the guide is empty
Xtream playlists load the provider's guide on their own. An M3U playlist needs an XMLTV link: Add guide… in Live TV, or Settings → Playlists → EPG….
“None of these channels are in the guide” means the guide and the playlist name channels differently. Ask the provider for the guide that goes with the playlist.
“This guide ends” means the provider stopped updating it. Refresh EPG in Live TV fetches the newest copy. Times off by an hour or more: Guide times, in the same EPG dialog.
a video won't play
The message under the video says why. Retry picks up where it stopped.
“This video isn't on the server anymore” means the provider removed it. Refresh the playlist. When another playlist has the same movie, the message offers Play from that playlist.
For a file in a local folder, check that its drive is connected.
my playlists or history are gone
Copies are kept outside the app's storage. Settings → Storage → Backups lists them. Restore one, and your current data is saved first.
A backup is saved automatically once a playlist or folder exists. The daily ones go back a week.
the app won't start
Try the error screen's buttons in this order: Check for updates, then Restore a backup. Still stuck? Open log folder, then Report a problem.
A plainer screen with only Copy error, Report a problem and Quit Source means the error screen itself couldn't load. Report it, and attach the log from the path below.
still stuck?
Email works best. Say what you did, what happened, and what you expected.
or write to [email protected]
attach the log.
Settings → About → Open log folder. Attach app.log to the email. Attach app.log.old too if it's there: the log starts a new file at 2 MB, so an older problem may be in that one. If the app won't start, its error screen has the same button.
Or find the file yourself:
- windows
%LOCALAPPDATA%\app.sourceplayer\ logs\ app.log - macos
~/Library/Logs/ app.sourceplayer/ app.log
on github.
Open an issue instead, if you'd rather. Issues are public. Leave out playlist links, usernames and passwords. The log shows your provider's server address and your file paths, so email it rather than posting it.