Troubleshooting
Kemo IPTV troubleshooting
Four problems cover almost everything people message us about. Each list is ordered by how likely it is to fix the issue, so start at the top and stop when it works.
It buffers or stutters
Usually the connection rather than the service. Work down this list in order.
- 01Switch from Wi-Fi to ethernet. On a Firestick this needs a cheap USB ethernet adapter, and it is the single biggest improvement available.
- 02Restart the router, then the streaming device. Not just the app — the whole device.
- 03Check your player app for a quality or resolution setting and try a lower one — most IPTV apps offer this per channel.
- 04Clear the app cache. In Smarters Pro and TiviMate this is in settings, and it clears a surprising number of odd faults.
- 05Check what else is using the connection. A second 4K stream, a game download or a cloud backup will starve the TV.
- 06Test your speed at the time it fails. Around 10 Mbps for HD and 25 Mbps for 4K, per simultaneous stream.
The login will not take
Often a typo or the wrong login type. Check these before assuming the account is wrong.
- 01Retype the details rather than pasting. A trailing space copied from a message is the most common cause.
- 02Check you chose Xtream Codes rather than the M3U playlist option, unless we specifically sent you an M3U link.
- 03Include the http or https exactly as sent, and the port number if there is one.
- 04Confirm the subscription is active. If you have just ordered, it may not have been provisioned yet — message us.
- 05Try the same details in a different app on the same device. If they work there, the first app is the problem.
The program guide is blank
The guide downloads separately from the channel list, so it can lag behind on first setup.
- 01Give it time. On the first load the guide can take several minutes to populate.
- 02Force a guide refresh in the app settings. TiviMate and Smarters Pro both have this.
- 03Check the guide time zone in settings. A guide offset by several hours looks broken but is only mislabeled.
- 04If it is still empty after a refresh and a restart, message us — that one is ours to fix, not yours.
Some channels do not load
A handful of dead channels in a long list is normal. A whole category failing is not.
- 01Try a different channel in the same category. One dead feed is a source problem, not an account problem.
- 02If an entire category is down, message us with the category name so we can check it upstream.
- 03Remember that availability varies by region and changes without notice. A channel that worked last month may no longer be carried.
Other questions
How fast does my internet need to be?
Around 10 Mbps for HD and 25 Mbps for 4K, per simultaneous stream. A household streaming two 4K feeds at once wants headroom above that.
Do I need a VPN?
Not to use the service. Some people prefer one for privacy, and it can help if an ISP is throttling video. It is your choice, and we do not require it.
Why does it work on my phone but not the TV?
Usually the TV is on Wi-Fi and further from the router, or it is older hardware struggling with a demanding stream. Try ethernet, and check your player app for a lower quality setting.
The app disappeared from the store. Now what?
IPTV players are removed from app stores from time to time. Message us and we will point you at a current one for your device.
What if none of this works?
Message us. Tell us the device, the app and exactly what you see on screen — that is usually enough for us to work out what is wrong. If we cannot fix it, ask us about the refund terms.
Still stuck?
Tell us the device, the app and what you see on screen — that gives us what we need to help without going back and forth for details we could have had up front.
Prefer to read first? The FAQ covers plans, devices and refunds.