Troubleshooting Guide

This guide covers common issues you might encounter while using StreamSweeper and provides step-by-step solutions. If you don't find your issue here, contact support at [email protected].

Connection Errors and Solutions

Connection Test Fails

Symptom: When testing a connection, you receive an error message.

For Xtream Codes Connections:

1. Verify credentials: Double-check that your URL, username, and password are exactly as provided by your IPTV service
2. Check URL format: The Portal URL should look like http://server.com:8080 (not https://)
   • Include the port number (usually :8080)
   • Do NOT include paths like /get.php
   • Example: http://example.com:8080
3. Remove extra spaces: Check for spaces before or after the URL, username, or password
4. Test in another app: Verify credentials work in VLC or another IPTV player
5. Contact your provider: Ensure your subscription is active and the server is online

For M3U URL Connections:

1. Verify URL accessibility: Open the M3U URL in your web browser - it should download a file
2. Check URL format: Should start with http:// or https://
3. Password-protected URLs: Ensure authentication parameters are included if required
4. Firewall/Network: Check if your network is blocking the URL

Connection Shows "Error" Status

Symptom: A previously working connection now shows a red error indicator.

Solutions:

• Click the Refresh button to retry the connection
• Verify your IPTV subscription hasn't expired
• Check if your provider changed server addresses
• Edit the connection and test credentials again
• Delete and re-add the connection if issues persist

Channels Not Updating

Symptom: Connection is working, but channel list is outdated.

Solutions:

1. Go to Connections
2. Find your connection
3. Click the Refresh button (circular arrow)
4. Wait 1-2 minutes for the refresh to complete
5. Check the "Last Updated" timestamp to confirm

M3U Playback Issues

Playlist Won't Load in Player

Symptom: Your M3U URL doesn't work when added to an IPTV player or media server.

Solutions:

1. Verify URL was copied correctly:
   • No extra spaces at the beginning or end
   • Complete URL (starts with https://)
   • No missing characters
2. Test in browser: Open the M3U URL in a web browser
   • It should download an .m3u file
   • If you get an error page, the playlist may not be active
3. Check subscription status: Verify your StreamSweeper account is active
4. Refresh the playlist: Edit and save the playlist in StreamSweeper to regenerate it

Channels Don't Play

Symptom: Playlist loads, channels appear, but streams won't play.

Solutions:

• Source connection issue: The problem is likely with your IPTV provider, not StreamSweeper
  • Test the same channels in another IPTV player directly connected to your provider
  • If they don't work there either, contact your IPTV provider
• Concurrent stream limit: You may have exceeded your provider's simultaneous stream limit
  • Close other devices using the same IPTV service
  • Check your provider's stream limit policy
• Network/Firewall: Your network may be blocking IPTV streams
  • Try on a different network (e.g., mobile hotspot)
  • Check router firewall settings

Some Channels Work, Others Don't

Symptom: Partial channel functionality.

Solutions:

• This is normal - some channels in IPTV services are frequently offline or dead
• Use StreamSweeper's filtering to hide non-working channels
• Contact your IPTV provider about specific dead channels
• If a working duplicate exists (e.g., an HD variant), add an exclude rule for the dead version

EPG Not Loading

No Program Guide Data

Symptom: Channels load but show no program information.

Solutions:

1. Verify EPG URL is added: In your IPTV player or media server, confirm you added both the M3U URL AND the EPG URL
2. Wait for initial load: First-time EPG downloads can take 15-30 minutes
3. Check provider EPG support: Not all IPTV providers include EPG data
   • Test EPG URL in browser - should download an XML file
   • Contact your provider to confirm EPG availability
4. Refresh connection: In StreamSweeper, refresh your connection to get latest EPG data

EPG Data Outdated

Symptom: Program guide shows old information.

Solutions:

• In StreamSweeper: Refresh your connection to fetch latest EPG
• In Media Servers: Manually trigger guide data refresh
  • Emby: Live TV → Refresh Guide Data
  • Jellyfin: Scheduled Tasks → Download TV Guide
  • Plex: Automatically refreshes every 12 hours (no manual option)

EPG Not Matching Channels

Symptom: Program data appears but doesn't match the actual channels.

Solutions:

• Naming mismatch: Channel names in the M3U and EPG don't match exactly
• Manual mapping required: In your media server:
  • Go to Live TV channel settings
  • Manually map channels to correct EPG entries
  • See Media Server Integration guide for platform-specific instructions

Duplicate Channels Appearing

Multiple Versions of Same Channel

Symptom: You see channels like "Sports Channel", "Sports Channel HD", "Sports Channel FHD", etc.

Solutions:

1. Edit your playlist in StreamSweeper
2. Add an exclude rule matching the variants you don't want - for example, channel name ends with SD, or matches regex \b(FHD|4K)$
3. Save your changes - the playlist regenerates with the variants removed
4. Refresh your IPTV player/media server

Duplicates Still Appearing After Adding Exclude Rules

Symptom: Exclude rules are in place but duplicates persist.

Solutions:

• The duplicates may not follow the naming pattern your rule matches - check their exact names in the playlist preview
• Use the channel search feature to manually exclude specific versions
• Check if duplicates are coming from multiple connections in the same playlist - a connection-field exclude rule can drop one provider's copies

Slow Performance

Playlist Takes Long to Load

Symptom: M3U URL is slow to open in players or takes a long time to generate.

Solutions:

1. Reduce playlist size:
   • Use category filters to include only channels you watch
   • Add exclude rules to trim duplicate quality variants
   • Remove dead or inactive channels
2. Simplify post-processing rules:
   • Complex regex patterns slow down processing
   • Reduce number of active rules if possible
3. Create multiple focused playlists: Instead of one massive playlist, create several smaller, category-specific playlists

StreamSweeper Dashboard Slow

Symptom: The StreamSweeper interface is sluggish.

Solutions:

• Clear browser cache: Old cached data may be causing conflicts
• Try different browser: Chrome, Firefox, or Safari usually perform best
• Check internet connection: Slow connection affects dashboard responsiveness
• Disable browser extensions: Ad blockers or privacy extensions may interfere

Post-Processing Rule Issues

Rules Not Matching Expected Channels

Symptom: Created a rule but channels aren't being organized as expected.

Solutions:

1. Verify EPG data availability:
   • Rules depend on EPG data
   • Check if your connection provides EPG for those channels
2. Review match criteria:
   • Check spelling of match values
   • Try "Contains" instead of "Exact Match"
   • Test match values against actual EPG data
3. Check time window:
   • Program may be outside the configured time window
   • Expand time window to include upcoming programs
4. Review exclusions: Verify you're not accidentally excluding the channels you want

Rules Matching Too Many Channels

Symptom: Rule is too broad and catching unwanted channels.

Solutions:

• Make match criteria more specific
• Use "Exact Match" instead of "Contains"
• Add exclusion filters for unwanted matches
• Switch from OR logic to AND logic if using multiple criteria

Rules Conflicting with Each Other

Symptom: Multiple rules affecting the same channels in unexpected ways.

Solutions:

1. Review rule priorities (lower number = higher priority)
2. Adjust priority values so most important rules execute first
3. Add exclusions to prevent lower-priority rules from matching
4. Combine related rules into one comprehensive rule

Media Server Integration Problems

Media Server Can't Find Channels

Symptom: Added M3U URL to media server but no channels appear.

Solutions:

1. Verify URL format: Ensure you're using the M3U URL (not EPG URL)
2. Check server logs: Media server logs often show specific error messages
3. Firewall/Network: Ensure media server can reach external URLs
4. Re-add tuner: Delete and re-add the tuner in media server settings

Emby-Specific Issues

• Tuner not appearing: Restart Emby Server after adding M3U tuner
• Guide data not loading: Manually trigger guide refresh in Live TV settings
• Channels not mapping: Check channel mapping in Live TV → Channels

Jellyfin-Specific Issues

• M3U parsing errors: Check Jellyfin logs for specific format issues
• EPG not updating: Run "Download TV Guide" scheduled task manually
• Performance issues: Reduce playlist size or adjust Jellyfin transcoding settings

Plex-Specific Issues

• Tuner won't connect: Verify M3U URL is accessible from Plex server's network
• EPG not matching: Plex struggles with auto-mapping - use manual channel mapping
• DVR not recording: Verify Plex Pass subscription is active

Password-Protected Playlist Issues

Can't Access Password-Protected Playlist

Symptom: Enabled password protection but can't access the playlist.

Solutions:

• Some IPTV players don't support password-protected M3U URLs
• Try adding password as URL parameter: ?password=yourpassword
• Use media servers (Emby/Jellyfin/Plex) which better support authentication
• Alternatively, disable password protection if not required

Account and Subscription Issues

Free Trial Expired

Symptom: 7-day trial ended and playlists stopped working.

Solutions:

1. Go to Account Settings → Subscription
2. Choose a plan that fits your needs
3. Enter payment information and subscribe
4. Playlists will resume working immediately after subscription activation

Payment Failed

Symptom: Subscription payment didn't process.

Solutions:

• Update payment method in Account Settings
• Verify card hasn't expired
• Check with your bank if payments are being blocked
• Try a different payment method
• Contact [email protected] for assistance

Can't Login to Account

Symptom: Password not working or account locked.

Solutions:

1. Use the "Forgot Password" link on login page
2. Check spam folder for password reset email
3. Verify you're using the correct email address
4. Clear browser cookies and cache
5. Try incognito/private browsing mode

Common FAQ Topics

How many playlists can I create?

All plans include unlimited playlists. Create as many as you need for different use cases or devices.

Can I use the same playlist on multiple devices?

Yes! The same M3U URL can be used on unlimited devices simultaneously. StreamSweeper doesn't limit device count.

Do you provide IPTV service?

No. StreamSweeper is a playlist management tool. You must have your own IPTV provider or use free legal sources.

What happens to my playlists if I cancel?

Your playlists will stop working after your subscription ends. If you resubscribe within 30 days, all your playlists and settings will be restored.

Can I export my playlist to use elsewhere?

Yes. The M3U URL StreamSweeper generates can be downloaded and used in any compatible IPTV player or media server.

How often is EPG data updated?

EPG data is cached for up to 7 days and automatically refreshed when your IPTV provider updates their guide. You can also manually refresh connections anytime.

Why are some channels always buffering?

Buffering is typically caused by:

• Slow internet connection (need 10+ Mbps per HD stream)
• IPTV provider's server issues
• Too many concurrent streams
• Network congestion during peak hours

Can StreamSweeper improve stream quality?

No. StreamSweeper manages playlists but doesn't transcode or modify video streams. Stream quality depends entirely on your IPTV provider.

Is StreamSweeper legal?

Yes, StreamSweeper is a legal playlist management tool. However, you are responsible for ensuring your IPTV sources comply with all applicable laws in your region.

Error Messages and Their Meanings

"Connection Timeout"

The server didn't respond in time. Usually indicates the IPTV provider's server is down or very slow.

"Invalid Credentials"

Username, password, or URL is incorrect. Double-check all connection details.

"Playlist Empty"

Your filters are too restrictive or the source connection has no channels. Adjust filters or check the connection.

"EPG Parse Error"

EPG data from your provider is malformed. Try refreshing the connection. If it persists, contact your IPTV provider.

"Subscription Required"

Your StreamSweeper trial or subscription has ended. Subscribe to continue using playlists.

"Rate Limited"

Too many requests in a short time. Wait 60 seconds and try again. This prevents server overload.

Getting Additional Help

Contact Support

If you can't resolve your issue using this guide:

• Email: [email protected]
• Include details about your issue:
  • What you were trying to do
  • What happened instead
  • Error messages (if any)
  • Browser and device information

Documentation Resources

• Getting Started Guide - Basic setup and first steps
• Managing Connections - Connection setup and troubleshooting
• Playlist Creation & Filtering - Playlist management
• Post-Processing Rules - Advanced organization features
• Media Server Integration - Emby, Jellyfin, and Plex setup

Report Bugs

Found a bug? Help us improve StreamSweeper:

• Email: [email protected]
• Include steps to reproduce the issue
• Mention your browser and operating system
• Attach screenshots if applicable

Performance Best Practices

To avoid common issues, follow these recommendations:

Connection Management

• Test connections before creating playlists
• Remove old or inactive connections
• Refresh connections weekly if your provider updates frequently

Playlist Optimization

• Trim duplicate quality variants with exclude rules on large playlists
• Use category filters to reduce playlist size
• Create separate playlists for different use cases
• Avoid having more than 1000 channels in a single playlist

Post-Processing Efficiency

• Keep regex patterns simple
• Limit the number of active rules per playlist
• Use specific match criteria instead of broad patterns
• Test rules on small playlists first

Media Server Integration

• Set appropriate simultaneous stream limits
• Enable direct play when possible
• Schedule EPG updates during off-peak hours
• Keep media server software updated