The programme guide, often called EPG, is separate from the video stream. A channel can play even when programme information is missing. First check whether the issue affects one entry or the full guide.
Before you start
- The player name and version
- An example channel with missing or incorrect listings
Check the device time
Confirm the date, time and time zone on your TV or streaming device. Use automatic time where available. Note whether listings are consistently shifted by the same number of hours.
Refresh the guide once
Find the player’s Update EPG, Refresh guide or equivalent command. Start it once and allow it to complete. Repeated refreshes can restart a long download.
Check what is missing
Compare several channels. If just one entry is blank, send its exact name to support. Guide data may not be available for every channel; a refresh cannot create missing source data.
Confirm the source with support
If you added a separate EPG URL manually, compare it with the address supplied in your setup message. Do not substitute an unknown public guide URL. Ask support to check the configuration if all listings remain empty.
Common questions
The listings are an hour out.
Check the device time zone and any player-specific EPG offset. Record the current offset before changing it so you can undo the change.
Does an empty guide mean my subscription has expired?
Not by itself. Test playback and check your subscription details separately.