IBO Ultra Pro not playing? How to find the cause and fix it
When something doesn't play in the IBO Ultra Pro TV app, the cause is in one of four places: your playlist, your network, your device or the app itself. Start with the message on your TV, then check whether one channel or everything fails.
This page covers the IBO Ultra Pro TV app on Android TV, Android TV boxes and Fire TV.
Start with the message on your TV
If the TV app or the website shows one of these messages, it tells you where to look:
| Where | Message begins with | What it means | What to do |
|---|---|---|---|
| TV app | The app says that the trial has ended or that the device is not activated. | Playback stays blocked until the device has a licence. | Read about the licence the TV app asks for after the trial. |
| TV app | “Your playlist has expired” | The account your playlist provider gave you has reached its expiry date. | Contact your playlist provider. |
| TV app | “This stream uses a video codec your device can't decode” | Your device can't decode this stream's video format. The app says this is often HEVC 4K. | Try another channel. If many channels show this message, the app suggests a more recent device with hardware HEVC support. |
| TV app | “The stream is reachable but your device can't decode it fast enough” | The stream arrives, but your device decodes it too slowly; the app names HEVC at a high frame rate. | Try a lower-resolution channel, as the app suggests. |
| TV app | “The server refused the download”“The download could not be started” | The app hasn't loaded your playlist from your account yet. | Continue with the playlist checks below. |
| TV app | “…is being downloaded now” | The app is still downloading your playlist. | Wait a little, then try again. |
| Website | “MAC address not found” | The website doesn't know this MAC address yet. | Open the TV app once so it registers your device, then sign in with exactly the MAC address it shows. See which MAC address to use on the website. |
One channel or everything?
If other channels play, the TV app and your connection work, and the problem is that one stream: its format (see the codec messages above) or its source at your playlist provider. Try it again later, or ask your provider about that channel. If nothing plays at all, continue below.
When the playlist doesn't load or is incomplete
The playlist doesn't load
First test the same M3U link or Xtream Codes login in another media player. If it fails there too, the problem is at your playlist provider, and only your provider can fix it.
If it works elsewhere, read the meaning of each M3U error message or server URL and password errors with Xtream Codes.
Categories, Movies or Series are missing
Movies and Series appear when you use an Xtream Codes login. M3U playlists open in the Live section. See which sections an M3U link fills.
If some categories are missing, check whether they are hidden: in the app's Settings, Hide Live Categories, Hide Vod Categories and Hide Series Categories control what appears. If a parental PIN is set, the app asks for it before opening Settings.
Buffering and freezing
When video buffers or freezes, check these in order:
- Does it happen on every channel? If only some channels freeze, ask your playlist provider about those channels.
- Check your internet connection, for example with another streaming app on the same TV.
- On Wi-Fi, a weak signal can cause freezing: try a wired connection, or move the TV and the router closer together.
- Your internet provider may slow down video traffic, and a playlist server can be overloaded. Only those providers can change that.
- Close the TV app and open it again.
Playback quality depends on your playlist provider and your connection.
Check the TV app
Reload your playlist
Changes reach your TV the next time the app syncs; press RELOAD in the app to load them now.
In Settings, Auto-Update sets how often the app refreshes your playlist: every time, every day or after 2 days.
Update the app
When a newer version is available, the TV app shows an update message with Update Now. You can also get the latest version of the TV app.
Restart the app or the TV
Close the TV app and open it again. If that doesn't help, restart your TV or TV box.
Still not working? Contact support
Your playlist provider manages your playlist account, its channels and its streams. IBO Ultra Pro support helps with the TV app and this website.
When you write, tell support what you have already checked: the message you see, whether one channel or everything fails, your playlist type (M3U or Xtream Codes) and the MAC address the TV app shows.