Troubleshooting

When Velo can't reach your provider

A bar at the top of the screen says why, and goes by itself as soon as your provider answers again.

1. 1

   “Your provider's address is blocked” — your internet provider or network blocks that address. Ask your IPTV provider for their current address; tap the bar to enter it.
2. 2

   “Your provider isn't answering — Velo will keep trying” — their server is down or busy. Nothing to do on your side; Velo carries on when it's back.
3. 3

   The bar can also say your provider refused the connection (if you use a VPN, try another of its servers), that Velo can't find the address (tap to check it for typos), that your login wasn't accepted, or that there's no internet — then only downloads play.

Signing in

1. 1

   “Authentication failed — check username/password” — the provider didn't accept the login. Check it letter for letter; passwords are case-sensitive.
2. 2

   “Your provider's server address has been blocked” — your internet provider or network blocks that address. Ask your IPTV provider for their current address.
3. 3

   “The server refused the connection” — the provider turned the connection away. Check your login; if you use a VPN, try another of its servers.
4. 4

   “Can't find that server” — check the address for typos, and that the phone is online.

Playing

1. 1

   A channel won't play, or stops when someone else watches. Most provider plans allow one or two streams at once, across every device in the house. Velo keeps its own background work to a single connection and pauses it while you watch.
2. 2

   The picture froze. Tap Reload.
3. 3

   No subtitles in the CC menu. The file has none — see Subtitles to find some.

Channels and guide

1. 1

   A new channel or a game is missing. Settings → Data → Sync Live TV Only fetches the live list now.
2. 2

   A channel has no guide. The provider sends none for it. Velo fills in what it can from other channels — see The Live Guide.
3. 3

   A favourite says UNAVAILABLE. It stopped working at your provider. It's kept, at the end of its folder, and the label goes if it comes back.

Still stuck?

1. 1

   Email support@downloadvelo.com with what you were doing and what the screen said.