My channels keep buffering or freezing

A spinning wheel in the middle of a programme is frustrating. The good news is that buffering usually has a simple cause, and a few checks will tell you where it is coming from.

Step 1: Is it one channel or every channel?

Before changing anything, switch to a different channel in Live TV and watch it for a minute or two.

• Only one channel buffers: the problem is most likely with that single stream from your TV provider. Try it again later, and see our guide on when only one channel doesn't work.
• Every channel buffers: the cause is almost always your internet connection or your device, so carry on below.

Step 2: Restart your router and TV box

This clears up a surprising number of buffering problems.

1. Unplug your router and wait about 30 seconds.
2. Plug it back in and wait until the internet is fully back.
3. Restart your Fire TV, Android TV or Google TV box as well.
4. Open Zenith Player and try a channel again.

Step 3: Improve the connection to your box

HD channels need a steady connection. A wired internet cable to the box works well. If you use Wi-Fi, connect to your router's 5 GHz network where you can, and try to keep the box close to the router with as few walls in between as possible.

Remember that other devices streaming or downloading on the same network share the same internet. If someone else is busy with a large download, buffering can get worse.

Step 4: Try a different Buffer setting

Open Settings and go to Playback, then look at Buffer:

• Fast start opens channels quicker.
• Fewer stalls waits a little longer before playing but copes better with slow internet.
• Auto lets the app decide.

If you see frequent stops, switch to Fewer stalls and test again.

Step 5: Watching in Multiview?

Multiview plays up to 4 streams at once, and each stream uses its own bandwidth. If buffering only happens in Multiview, try fewer streams or go back to a single channel.

Still stuck?

Message us on WhatsApp or live chat at zenithplayer.us with your device code (found in Settings → Help & support) and a photo of the screen. Let us know whether it happens on every channel or just a few.