Guides

M3U playlist not loading: causes and fixes

When you add an M3U or M3U8 playlist, Tivelio first checks its address, then downloads and reads it. Each failure has its own message, given by the server’s answer. Here is what each one means, and what you can check before contacting your provider.

What you see

  • Playlist URL is unreachable: no server answered at this address, neither over http nor over https.
  • This address does not return an M3U playlist.: the server answered, but with something else, such as a “not found” page or a web page.
  • The provider refused this app or this network. Try another User-Agent in the player settings.: the server refuses access.
  • Provider unavailable: the server is in error or asks to slow down.
  • Confirming Xtream server…, then a message about the account: the address is a get.php link, and Tivelio is asking the server’s Xtream interface. If the server refuses the account, you see Incorrect username or password., Credentials are expired. or This account is suspended. Contact your provider.
  • After the download: Sync failed — account name and The playlist is empty or unreadable.
  • This server does not answer over HTTPS: connected over HTTP, unencrypted.: not an error, the playlist is added (see Xtream login not working).

The causes, most common first

  1. An incomplete or mistyped address: a link cut while being copied, or missing everything after the ?.
  2. A subscription that has ended, or a link the provider has replaced: playlist links often carry your credentials, and stop working with them.
  3. A server that refuses the app (User-Agent): The provider refused this app or this network. Try another User-Agent in the player settings., or an address that cannot be reached.
  4. A slow server: some servers take more than a minute before they start sending a large playlist. With a get.php link, Tivelio first asks the server’s Xtream interface, which answers much faster, and records the source as an Xtream account.
  5. A file that is not a playlist, or an empty one: The playlist is empty or unreadable.
  6. A local file on a TV: importing a playlist file works on phones, tablets, Chromebooks and computers, not on TVs. On a TV, add the playlist by its address.

What you can check yourself

  • The whole address, in one piece, exactly as your provider sent it, including everything after the ?.
  • The same address in a browser on a computer: if it cannot open the playlist either, the address or the server is at fault.
  • A get.php?username=…&password=… link: it is an Xtream access. Tivelio records it as an Xtream account, which also brings the programme guide and catch-up when your provider offers them (Xtream Codes or M3U?).
  • Settings › Player › Provider connection › User-Agent, if the server refuses Tivelio. Known limit: on the very first launch, this setting cannot be reached from the login form.
  • Provider unavailable: wait a little, then validate the form again.
  • Another network, your phone’s hotspot for example, to tell whether your network is involved.
  • A playlist that loaded before and no longer updates: in Accounts, open it and choose Refresh now; to change its address, choose Edit.

A playlist in Tivelio brings live channels and videos, in a Playlist section organised by its own groups. It has neither programme guide nor catch-up: see TV guide (EPG) not working.

What depends on your provider

The playlist, its address, its content and the server that sends it belong to your provider. Tivelio provides no list and no content: it cannot repair a link that has expired, nor a playlist that the server sends empty or broken.

Contact support

If a playlist opens in another app on the same device but not in Tivelio, write to support@tivelio.com with the device, the app version shown in Settings › About and the exact message. Never send us the full address of your playlist if it contains your username and password.