See all 7 steps
1Try another channel2Try the HD version3Restart your TV or device4Open your app’s settings5Change the decoder6Check your HDMI cable7Still need help?If you hear a channel but cannot see it, your device may be struggling with the format of the video. A simple setting often fixes it.
1
Try another channel
If only one is black, it may be down for now. Try again later, or tell us its name.
2
Try the HD version
If a channel is labelled 4K or HEVC, look for the HD version instead. Older devices may not be able to show those formats.
3
Restart your TV or device
Unplug your TV or streaming device from the wall. Wait one full minute. Plug it back in. Using the remote’s power button often only puts it to sleep.
4
Open your app’s settings
Look for Player, Video or Decoder.
5
Change the decoder
A decoder turns the stream into a picture. If it says Hardware, try Software, and vice versa. Test a channel after each change.
6
Check your HDMI cable
Push the cable firmly into the device and the TV. Try a different HDMI port on the TV, then choose that input.
7
Still need help?
That is completely fine. Tell us if it happens on all channels, and on which device. Message us on WhatsApp or by email, any day from 6 AM to 11 PM Eastern Time. Tell us your device and what you see on the screen. A photo of the TV screen helps a lot.
If something goes wrong
Still need help?
Message the IPTV Canada support team every day from 6 AM to 11 PM Eastern, in English or French. A photo of your screen helps us a lot.
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