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Troubleshooting
Settings > Diagnostics > Run connection test is the best first step when something doesn't work: it checks each part in turn and says what failed.
What is the network helper? The network helper is a part of TiviBro that runs in the background on the TV. It talks to your provider for the app: it fetches the channel list, the guide and the streams, sends the User-Agent your provider wants, unzips guides, and copes with servers that don't follow the rules. webOS won't let an app talk to most IPTV servers directly, so TiviBro needs it. It starts with TiviBro, runs only on the TV, and only ever contacts your own provider (and, if you turn them on, the logo projects).
You'll see it in three places: Connection on the first screen and in Settings > Playback and buffering (leave it on Automatic), Network helper in Settings and Diagnostics (it should say running), and the connection test. If it says not running, restart TiviBro; if that doesn't help, Settings > Diagnostics > View network helper log shows why.
| Problem | Try this |
|---|---|
| A channel won't start or keeps buffering | OK on the error message, or Reconnect in the quick menu. Then try Stream format HLS instead of MPEG-TS, or a bigger Buffer profile. |
| Every channel fails | Settings > Diagnostics > Run connection test. It checks the network helper, your login, the channel list, a stream and the guide, step by step. |
| "No guide information" | Check that Public guide fill-in is on (Settings > Playlists and guide > the playlist), and that its countries include the channel's. Then use Smart match in the web editor, or Hold OK > Assign guide on the TV. Or add an extra guide source for your region. |
| Guide times are off by an hour | Provider guide time offset in Settings, or Offset on an extra source in the editor. |
| The guide seems stuck loading | Big XMLTV files take minutes on a TV; watch the progress bar. If it stays at 0, Test the address. |
| The web editor says it can't reach the TV | TiviBro was closed or the TV went to sleep. Open TiviBro; the editor reconnects and your drafts are safe. |
| Changes don't show on the TV | Check the bar at the bottom of the editor. If it still counts changes, press Send to TV. |
| Wrong editor password | It's on the TV under Settings > Phone app and web editor. After five wrong tries, wait a minute. |
| HDR looks grey or washed out | Settings > Playback and buffering > HDR and Dolby Vision > TV player for all HDR. |
| A movie plays with no sound | It may only have DTS sound, which 2020 to 2022 LG TVs can't play. The movie details warn about this; pick another audio track under Options if there is one. |
| Dolby Vision shows odd green or purple colours | Make sure HDR and Dolby Vision isn't set to Built-in player. |
| A remote button does nothing | Settings > Remote control > Button tester, then Learn a button. |
| Something crashed, or TiviBro closed by itself | The next time it starts, TiviBro asks whether to report it and says what it was doing (loading which guide, playing which channel, how much memory it used). Send a report now sends it from the TV straight away; Report with my phone shows the code for your phone so you can add what you were doing. The report carries the log of the session that closed. The TV turning off or restarting, and updates, don't count as a crash. Test builds also have Report a problem at the bottom of the menu, and it is always in Settings > Diagnostics. View app log with earlier sessions shows the log on the TV. Logs mask usernames and passwords. |