Some channels show a green or frozen picture

If a few channels show a green picture, or the image gets stuck while the rest of your list looks fine, the way your device decodes those streams may be the cause. One setting is designed for this.

What decoding means

Video arrives compressed, and your device has to unpack (decode) it before you can see it. Most TV boxes have a dedicated chip that does this, called hardware decoding. It's quick and light on the device, but some chips don't get along with certain streams. The result can be a green image, blocky colours or a picture that freezes while sound may carry on.

Software decoding does the same job using the device's main processor instead. It can handle streams the chip has trouble with.

Turn on Prefer software decoding

1. Open Settings.
2. Go to Playback.
3. Switch on Prefer software decoding.
4. Go back to the channel that showed a green or frozen picture.

If the picture now looks right, you can leave the setting on.

What to keep in mind

Software decoding uses more of your device's power. On a less powerful box this might make it work harder, so watch for any new slowness. If you notice problems on channels that used to be fine, or the setting doesn't help, switch it back off.

If the setting doesn't help

• Restart your device. Close the app, restart your Fire TV, Android TV or Google TV box, and try again.
• Check another channel. If just one channel is affected and nothing changes, the issue may be with that stream from your TV provider. Try again later.
• Reload the list. In Settings, use Reload content to download the channel, movie and series lists again. Your favourites and history stay safe.
• Check your connection. Restarting the router and using a wired connection or 5 GHz Wi-Fi can help if the picture freezes along with buffering.

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. Mention which channels are affected and which device you use.