Only one channel won't play, the rest are fine

It's annoying when the one channel you want is the one that won't start. If other channels play normally, though, that's actually a helpful clue: your app, plan and internet are working, and the problem is narrowed down to a single stream.

Why one channel can fail

Each channel comes to you as its own stream from your TV provider. A single stream can be offline for a while, be under maintenance, or briefly have trouble at the source. When that happens, it affects that channel only, which is why the rest of your list looks fine.

Things to try on your device

1. Give it a few minutes. Go to another channel, then come back. Short interruptions often fix themselves.
2. Close and reopen the app. This makes Zenith Player check your line again.
3. Reload the list. Open Settings and choose Reload content. It downloads the channel, movie and series lists again, and your favourites and history are kept. This helps if the channel was updated or moved.
4. Search for it. Use Search at the top of the screen and type at least two letters of the channel name. The channel may now sit in a different category.

Picture looks green or frozen?

If the channel opens but shows a green or frozen image, turn on Prefer software decoding in Settings → Playback and try again. It uses more of your device's power, so if it doesn't help, you can switch it back off.

Channel missing rather than broken?

If you can't find the channel at all, check Category preference in Settings. A category that has been switched off disappears for that profile. Choose Show all on the Live tab to bring hidden categories back.

Watching an older programme?

If it's a catch-up recording that won't play, note that catch-up only works on channels where your TV provider keeps recordings.

Still stuck?

If the channel still doesn't work after a few hours, 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. Tell us the channel's name and roughly when you tried it, so we can look into it.