Troubleshooting for Viewing Issues on Premium Channels

At TikiLIVE, we want to make sure all our viewers have the best experience possible. If a user is having problems with any of the channels, we have a few options to help troubleshoot. This page will present some tips that can improve your viewing experience:

 

1. Perform a speed test on the device having issues.

Even if you have high Internet speeds, we always suggest running a speed test just in case there is an issue with your download speeds on the device.

Speeds that are too low can also cause issues. If you have a 20 MB download speed connection and are using that to stream TikiLIVE but are also browsing the web, watching on multiple TVs, and playing online games, this will drag down your speeds. This is why we suggest to run a speed test through the app as it will show your actual connection and not how much you have total.

You can see how to run one from the TikiLIVE app on your TV as shown in the Run a Speed Test manual page.

 

2. Making sure your device has a proper connection.

This step is very important as it usually solves most viewing issues for users. When connecting your device to the Internet to watch your premium channel subscription, please make sure you are connecting your device via Ethernet rather than WiFi.

Most of the time, WiFi receivers on smart TVs are not very strong. This can lead to buffering, drops in connection, and an overall poor viewing experience. To combat this, we suggest you connect your TV or device directly to your router with an Ethernet cable to create a constant and stable Internet connection.

 

3. Extending your Internet connection in larger homes.

Generally, an Ethernet connection will fix most Internet related issues. However, if your router is not in the same room as your TV, you can still use a wired connection by adding a MoCA adapter to your setup to create an Ethernet connection from anywhere inside your home!

We have also tested and approved of a WiFi powerline setup from TP-Link that can mimic an Ethernet connection with only an outlet and pair of adapters. Click the link here to learn how to setup and use your own wireless extender: https://www.youtube.com/watch?v=KCD_K1_rtsk

Note: While these options may work, we still suggest a direct connection from your viewing device to your router via Ethernet as this will provide the strongest and most reliable connection for viewing.

 

4. Perform a power cycle on the device

Power cycling is an effect technique that can clear small errors that might be causing viewing issues. To perform a power cycle, follow the steps below:

  • Turn off your TV or device
  • Unplug the power cable from the wall
  • Wait 30 seconds to a minute
  • Plug the power back in and turn on the device
  • Access the TikiLIVE app again and test the channels

Note: if you are using an Amazon or Roku device, please make sure you are unplugging the power and not the HDMI as this will NOT complete the power cycle

 

5. Test your channels on a different device.

Sometimes the issue can result from a specific device. To determine if this is the case, we suggest users check on a secondary device like their mobile phone to see if they are experiencing issues there as well. We offer mobile apps for Android and iOS.

If issued are occurring on both devices, it is likely an Internet related issue and should contact their ISP. If only one device is having issues and the rest are fine, then we suggest trying the above steps as it is centralized to one device and not a whole network.

 

6. Check if playback issues can be replicated on other channels.

If you are having issues with a channel, we suggest checking other channels to see if they are affected too. If it’s just one channel experiencing issues, you may wait for the issue to clear, or please feel free to contact our support team for an update on what is happening.

If you have checked multiple channels and they are all experiencing issues, the cause is likely Internet related and you should test the above steps to improve your service.

Channel 1 on our programming guide, About TikiLVE, is also used as a control channel. If you are experiencing issues on a specific channel or multiple channels, we suggest using this as a baseline. If you are NOT able to view this channel or are experiencing buffering/loading on this channel as well, you will need to contact your ISP as your connection is not strong enough.

 

7. Reset your router.

Sometimes Internet speeds can slow, especially if they are on WiFi. If you are experiencing slower speeds, resetting your router can refresh your connection and put everything back to how it should be

 

 

If you have gone through all these steps but are still experiencing issues, please contact our support team. We have 24/7 phone support where a technician will gladly help troubleshoot the issue.