Troubleshooting
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Fix Buffering & Freezing on Surge IPTV
Below are the common factors why a user gets buffering or freezing while using our service:
Reason 1: Streaming on more than allowed Connections:
One of the major mistakes that most customers do is that they log in and use their account on more than the allowed connections. For instance, if a customer purchases a plan and didn’t pay for the Addon connections then they are allowed to use it on a single device only!
When you do that you will probably get buffering, freezing, or even playback errors sometimes.
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Fix No. 1:
First, you have to Log out and Uninstall the app from all the devices that you are logged in to, and after that just install the IPTV app on the main device that you want to use, and then you will notice no buffering or freezing at all.
However, if you have more than one device at Home and you want to use all these devices then simply purchase an Addon connection that allows you to stream on multiple devices simultaneously.
We allow up to 5 connections with a single subscription
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Reason 2: Application Caches
If you are using IPTV Smarters or any other IPV app for too long then the app will start creating cache files on your device. These caches include Thumbnails for Movies/Series/Channels, Links, and several other things.
The caches are good at some point because they help the content to load faster as they are already downloaded into your system. But things get worse when you are running low on storage or don’t stream the same Channels/TV Shows or Movies.
Therefore you have to clear the caches each time you launch the app and it only takes 5 seconds, that’s all.
Fix No 2:
Here are the steps for some devices that you can follow to clear caches:
Firestick/FireTV Cube:
Go to Settings > Applications > Manage Installed Applications > Surge IPTV (or the app you are using) > Hit Clear Caches.
Playback Error – How To Fix
Reason 1: Using Service on more than Allowed Devices
One of the common mistakes that customers do is that they use the service on more than they actually allowed devices. Therefore if you are allowed to use one device then avoid using it on two devices.
In case you have more than 1 device at home you can always purchase the Addon connections to get support for streaming multiple devices at the same time:
Reason 2: Playback on Specific Channels
If you get the playback error while streaming and you are using one device only then make sure to check out other channels in order to verify if the playback occurs with that channel or with all of them.
In case you are getting playback on a single or two channels then you can report it to our team here: support@getsurgetv.com
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Specific Channel Not Working – How To Fix
Fix 1, Clear Data
The first thing that you need to do when the channel suddenly stops working is to clear the app data completely and login back with the same credentials,
Fix 2: Report to Us
Now even after trying both above solutions the channel is still not working then here is how you can report the channel to use:
Open a Support Ticket/Send us an Email by providing the Full Name of the Channel along with the Screenshot of the error that you are getting.
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