Troubleshooting
This guide helps you diagnose and resolve common issues with XUIONE WebPlayer Pro.
Connection Issues
"Server not reachable"
| Check | Action |
|---|
| Server URL | Verify the URL is correct (include http:// and port) |
| Server Status | Confirm server is online |
| Network | Check your internet connection |
| Firewall | Ensure outbound connections are allowed |
"Authentication failed"
| Check | Action |
|---|
| Credentials | Verify username and password (case-sensitive) |
| Account Status | Contact provider to confirm account is active |
| Max Connections | You may have exceeded connection limits |
"CORS Error" or "Network Error"
| Check | Action |
|---|
| Proxy Server | Ensure the backend proxy is running |
| Proxy Setting | Verify "Internal CORS Proxy" is enabled in Settings |
| Server Restart | Restart the XUIONE services |
Playback Issues
Stream won't start
| Check | Action |
|---|
| Stream Format | Some formats (MKV, AVI) have limited browser support |
| Player Engine | Try a different player engine in Settings |
| Quality | Lower the default quality setting |
| Browser | Try a different browser (Chrome recommended) |
Buffering / Stuttering
| Setting | Recommendation |
|---|
| Buffer Size | Increase to "High" in Settings → Player |
| Quality | Set to "Auto" or lower resolution |
| Hardware Acceleration | Ensure it's enabled |
| Connection | Check internet speed (10+ Mbps for HD) |
"Format not supported"
| Format | Browser Support |
|---|
| HLS (.m3u8) | Fully supported |
| MPEG-TS (.ts) | Fully supported |
| MKV | Limited support |
| AVI | Not supported |
| RTMP | Not supported |
EPG Issues
No EPG data
- Go to Settings → TV Guide → Sync EPG
- Wait for the sync to complete (large EPG data takes time)
- Note: Not all providers include EPG data
Wrong times in EPG
- Check server timezone in Account settings
- Verify your system timezone is correct
- EPG times may be in provider's local time
Slow loading
- Sync data in Settings → Data & Cache
- Clear cache to remove old data
- Use category filters to show fewer items
High memory usage
- Close unused browser tabs
- Restart the browser
- Clear watch history if it's very large
Common Error Messages
| Error | Meaning | Solution |
|---|
| "Network Error" | Cannot reach server | Check connection, verify URL |
| "CORS Error" | Proxy not working | Restart backend proxy |
| "Authentication Error" | Invalid credentials | Verify username/password |
| "Format Not Supported" | Incompatible stream | Try different player engine |
| "Playback Error" | Stream failed | Check stream URL, try later |
| "Database Error" | Local storage issue | Clear cache, refresh |
| "Timeout" | Server too slow | Check server status, try again |
Resetting the Application
Soft Reset
- Go to Settings → Data & Cache
- Click "Clear" to remove database cache
- Sync data again
Hard Reset
- Clear browser data for the site
- Restart browser
- Re-add your server profile
Warning: A hard reset will remove all local data including favorites and watch history.
Getting Help
- Check other wiki pages for guidance
- Export logs from Settings → System Logs
- Report a Bug on GitHub
- Request a Feature on GitHub