Support
How can we help?
For help with Streamr, email [email protected] and we’ll get back to you. Most problems have a quick fix, listed below. Note that we can’t help with channels or provider accounts: those come from your TV provider.
Contact us
Email [email protected]. Include your macOS version, your Streamr version (Streamr › About Streamr) and what happened. Never send us your playlist password.
Common fixes
Why does a channel buffer or freeze?
Most buffering comes from the provider’s server or your connection, but the buffer profile makes a big difference. In Settings › Buffering & Network, switch from Balanced to Maximum Stability for a bigger buffer, and make sure Reconnect automatically when a stream drops is on. If a provider is unstable, try changing Live stream format between MPEG-TS and HLS. Also check how many connections your provider allows: watching on more devices than that at once makes streams drop.
Why are some channels or categories missing?
They’re probably hidden by a content filter. Open Settings › Content Filters and check the country, the category and the Pay-per-view switch. Hidden channels are labeled “Hidden by country filter” or “Hidden with PPV”. If a channel is new at your provider, use Refresh library to load the latest playlist.
Why is the TV guide empty or wrong?
Choose Update guide now in Settings › TV Guide. If your provider gave you an XMLTV URL, add it as the Custom XMLTV URL. If times are consistently off, set a time shift there and update the guide again.
Why won’t my playlist connect?
For Xtream Codes, the server needs http:// or https:// and the port (for example http://provider.example:8080), and the username and password must match exactly. For M3U, paste the complete link. If your provider’s subscription has expired, Streamr says so on connect. Step-by-step: Xtream Codes · M3U.
Streamr says I’ve reached the device limit. What do I do?
Each subscription covers up to 10 devices. Sign in on the website, open your account, and remove a device you no longer use. Its seat opens up immediately, and the Mac you’re on can sign in.
I didn’t get my sign-in email.
Check your spam or junk folder for an email from Streamr, and make sure the address is spelled correctly. Codes and links expire after 15 minutes, so request a new one if it’s been longer. There’s no password: every sign-in uses an emailed 6-digit code (in the app) or link (on the web).
How do I cancel or manage my subscription?
Sign in and open your account. You can cancel in two clicks; Streamr keeps working until the end of the paid year, and you can resume before then. Card and invoices are managed from the same page.
How do I get the latest version?
Choose Streamr › Check for Updates…, or download it again and replace the copy in Applications. Your playlists and settings stay as they are. See the release notes.
Where is the Streamr log file?
Streamr writes player and network events to ~/Library/Caches/com.firelightprojects.streamr/streamr.log, with credentials redacted. If we ask for it, open Finder, choose Go › Go to Folder…, paste ~/Library/Caches/com.firelightprojects.streamr, and attach streamr.log to your email.
More answers about the trial, billing, devices and privacy are in the FAQ.