Playback problems

The video won't open

1. Try another title from the same List. If none open, the subscription may have expired or the provider's server may be down.
2. Close other devices using the same subscription. Many providers allow only one connection at a time.
3. If you have downloads in progress, they pause by themselves when a video starts, so they don't take the connection.
4. Try the same title in another app. If it won't open there either, the problem is with the provider.

"This audio track can't play on this device"

Some audio formats, such as Dolby Digital Plus (E-AC3), depend on a licence from the device maker. When your device has no decoder for it, Streamary switches to the next audio track and tells you. If no track works, the title shows "This title's audio can't play on this device".

HEVC video on Windows

HEVC (H.265) videos need Microsoft's HEVC Video Extensions from the Microsoft Store. Without them, Streamary tells you the video can't play and names the extension.

Other audio languages and subtitles

While watching, open the Audio and Subtitles menus in the player. Only the tracks in your provider's file appear: if a language isn't there, that video doesn't have it.

Slow or stuttering video

While the video is open, select the (i) button in the player to show playback stats. “Waiting for data” means the provider or your network is not sending data fast enough. “This device drops frames” means the device is struggling to decode or draw the video.

• Test your internet speed. 4K video needs much more bandwidth than HD.
• On Wi-Fi, move the device closer to the router, or use a cable for the TV.
• If the stats say the device drops frames, close other apps or try the title on a more capable device.
• If the stats say waiting for data, try another title and check with your provider if the problem continues.

Live channels

On Xbox and PlayStation, Live TV doesn't appear. See Live TV on each platform.

Still stuck? Contact support and tell us the device, the kind of title (movie, show or channel) and the message you see. Don't send your playlist address or password.