KezelTV not working? Start with when it went wrong

Most KezelTV faults give themselves away by their timing. Trouble straight after ordering is nearly always a value copied wrongly from the chat. A picture that holds all afternoon and stalls once everyone sits down for prime time points to the home connection under load. Anything that began the day after an update lives in the player. Pick your moment, do its checks in order, and stop when the picture is back.

When did it start?

Down for everyone, or only for you? One phone settles it

Borrow a phone, turn off its Wi-Fi and sign the same login into any player over mobile data. A live channel playing there means our servers are answering and the problem is at home. With a single-screen plan, close the television's stream before trying, since the phone counts as a second viewer. If the phone also fails, with no error shown, note the time and message support: that is when the fault could be ours, and we will tell you straight.

Right after ordering: KezelTV will not sign in

If the service has never played on this screen, a value from the chat is the likely culprit, and the message tells you which.

• "Invalid username or password": one character differs. Capitals count, a television keyboard may slip one in at the start, and 0 and O look alike. Paste if you can; if not, compare letter by letter against the chat.
• "Server not found" or "cannot connect": the address is missing its http:// or its port ending, or has a space after it. Which box each sign-in value goes in pictures the fields.
• Live channels, but empty Movies and Series: the player got the playlist link. Sign in once more using the server, username and password.
• A MAG box with a blank or blocked portal: its MAC is not switched on yet, or was misread. Photograph the label under the box, the code beginning 00:1A:79, and send it.

The day a trial or term ends

"Account expired" is not a fault. The trial closes 24 hours after it opens, and each plan ends on its final day, since no plan renews itself; last night's working login can go quiet tonight with nothing broken. To carry on, message the same WhatsApp chat; KezelTV prices for one to five screens list every term.

As a live show begins: freezing or a drop in quality

The first minutes of a big live night ask the most of a home connection: the whole house switches on together while the player fills its buffer, often for a 4K copy.

1. Allow a channel you have just opened ten seconds. A stutter that clears on its own is the buffer filling.
2. Switch to the FHD or HD copy. If it holds, the 4K copy wants more than your line has spare at that moment; what a 4K channel asks of your connection gives the figures.
3. Raise the player's buffer setting one notch, if it has one.
4. Swap between hardware and software decoding where the player offers both.
5. Freezing on a cabled device while other channels run smoothly? Note the channel and the minute for support.

Every night at peak hour, fine in the afternoon

Buffering that turns up with the evening and leaves with it is usually traffic, inside the home and along your street. Run these once, at the hour it happens.

• Pause updates, backups and large downloads on the other devices.
• Wire the screen to the router, using an Ethernet adapter on a stick, or move it to 5 GHz Wi-Fi with the router nearby.
• Cut power to the router and the device for half a minute; standby is not a restart.
• Play one channel over the cable at midday and again at 9 p.m. Smooth at noon and stalling at night on several channels points at your line.
• A single channel stalling at peak hour on a cable while the rest play cleanly is ours to check: send its name and the minutes.

On one channel only, while the rest play

Names and groups change, and a player that has not refreshed keeps the old list. Search for part of the name, reload the playlist, and try another quality copy; the KezelTV channel list has current names. If it is still dark, or seems blocked in your area, change nothing on your network: message support with the channel, its group and the time, and you will hear whether it moved, is under repair or has been dropped.

On one screen only: the phone plays, the television does not

Another device playing the same login clears the account; the suspect is this screen or its player.

1. "Maximum connections reached" means the plan's screen count, one, two, three or five, is already in use. Close a stream elsewhere, or move up a tier.
2. Force stop the player and unplug the device for a minute.
3. Clear the player's cache in the device's app settings (Applications on Fire OS, Apps on Android TV). Clearing data as well wipes the stored login.
4. Free some space; long channel lists strain a full stick.
5. Sign the same details into a second player. If it plays, reinstall the first.

After a device or player update

Updates move menus, drop saved sign-ins and forget where the guide comes from.

• Re-enter the login if the player has lost it.
• Reload the playlist and refresh the guide; a playlist-based player may need the guide address from the chat again.
• Crashing on launch? Clear the cache, then reinstall from the same store, or through Downloader on a Fire OS stick.
• New Fire TV Stick 4K Select? It runs Vega OS with no sideloading, so choose a player from its Appstore.
• Any "update" sent under our name is fake: why no KezelTV app exists.

If the player itself has had its day, our comparison of IPTV players weighs the alternatives.

The morning after: an empty guide or no replay

• Blank guide after a first sign-in: listings follow the channels. Give them a few minutes, then refresh.
• Listings hours out: put the device clock and time zone on automatic, refresh, and reset any guide offset in the player to zero.
• A name and no listings: some broadcasters send none, and your account is fine.
• No replay: catch-up runs only on channels that keep an archive, in players that support it, and archive length varies. How KezelTV catch-up works shows where the replay mark appears.

For clocks, offsets and slow listings in more depth, see the KezelTV program guide page.

What to send KezelTV support

Still stuck? Put these five things in one message and the first reply is usually the useful one.

1. A photo of the screen, message included.
2. Make and model of the device; name and version of the player.
3. The channel and group, or the title.
4. The moment it started, using the headings above.
5. Checks already tried.

Support reads WhatsApp on +212 663 813 479 day and night, in the conversation with your login, and tells you when a fault is on our side. If the first 7 days after activation pass without us getting it to play on your device, the KezelTV refund policy applies.