Every error message, and what to do

Find the wording you are seeing. They are grouped by what they are about.

Connection

Please connect to internet / Please connect to internet and try again The device is offline as far as Android is concerned. Check Wi-Fi on the device itself, not on your phone — and on a TV box, check the cable.

Server not connected The app reached the network but not our server. Usually a moment's outage: wait and try again. If it lasts, some networks — a workplace, a hotel, a few mobile carriers — block it; try a different network to find out which it is.

Server Error Our end failed on that request. Try again in a few minutes. If it keeps happening, tell us what you were doing when it appeared.

Service temporarily unavailable We are down or in maintenance. Nothing to do but wait; nothing is lost.

Too many requests Too many attempts too quickly, and the server has paused you deliberately. Wait a minute or two and try once more. Repeated failed activation attempts are the usual cause — so check what you are entering before trying again.

Activation and device

Activation code are incorrect The key was refused. See when activation will not work — it is usually a typo, a pasted space, or a key already used.

Device not registered. Contact your provider to activate. The server has no record of this device. Open the app and let it finish its first launch, or check the MAC address is this device's.

Device not recognised. The MAC address matches nothing. Check it against the app's home screen, character by character.

Missing device credentials. The app sent an incomplete request, usually after being interrupted mid-launch. Close it completely and open it again.

Activation expired. The subscription on this device has run out. Renew it.

Unauthorized This copy of the app is not permitted to talk to the server. If you installed from anywhere other than the download page or Google Play, install our build instead.

Trial

Your trial on this device has already been used. A device gets one trial. Reinstalling does not reset it — the trial belongs to the device, not to the app's data. To carry on, activate the device.

Your trial on this device has ended. The trial ran its course. Your playlists are untouched and everything returns the moment the device is activated.

You already have an account on this device. There is already an account here. Sign in with it rather than making another.

Free trials are not available right now. Trials are turned off at the moment. This is a setting on our side, not a fault on yours — ask us and we will say when they are back.

Trial server is not configured yet. Please contact support. Trials are not set up for this installation. Tell us — it is ours to fix.

Playlists and content

Your file is invalid What the link returned is not a playlist. See when a playlist will not load.

Login details are incorrect Xtream sign-in refused. Check the host first, including its port number, then the case of the username and password.

No Data Found The request worked and there was nothing in the answer. Usually an expired subscription with your provider, or an empty section of your package.

Unfortunately, there is no content under this category list That category is empty in your playlist. Your provider decides what is in it.

Live TV Not Downloaded The channel list has not been fetched yet. Use Reload on the home screen, and check the device is online.

No subtitles in this stream Subtitles have to be inside the stream your provider sends. If they are not there, nothing can turn them on.

no radio selected Nothing was chosen before pressing play. Pick a station first.

Permissions and the device

Cannot use some of the features without requested permission Android refused a permission the app asked for. Grant it in the device's app settings, or carry on without that feature.

Downloads are blocked by your Download Settings. An Android setting on the device is refusing the download. Change it in the device's download settings, or switch to Wi-Fi.

No app on this device can open that. Nothing installed can handle that file or link. On a TV box this is common and usually harmless.

Passwords and forms

Field cannot be empty — something required was left blank. Please do not add space at end — a trailing space, almost always from pasting. Delete it. password incorrect. please try again. — the password is wrong; nothing else is implied. Confirm Password not matched — the two password boxes differ. Old Password not matched — the current password entered is not the current password.

VPN

OpenVPN Connect is not installed. — install it; VERINZO does not connect on its own. Failed to fetch VPN configuration. / Error fetching VPN file. — the address for the profile did not return one. Failed to download file (code …) — the download failed, and the number is the web server's own reason. 404 means it is not there; 403 means you are not allowed it. Unable to prepare VPN profile. — the file downloaded but could not be written. Usually no space on the device. Failed to start VPN. — OpenVPN Connect refused the profile. Try it in OpenVPN Connect directly to see what it says. Profile is missing required credentials. — the profile needs a username and password that have not been added. No VPN profiles saved yet. — nothing has been added; not a fault.