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TROUBLESHOOTING GUIDE

How to Fix IPTV Buffering & Freezing

Follow these steps to diagnose buffering, freezing, delayed playback or channels that stop unexpectedly while using Evolution Box.

Firestick Android TV Smart TV Mobile Devices
Before You Start

Identify What Is Actually Affected

First determine whether the problem happens on one channel, several channels, all live television, or movies and series. This distinction helps identify whether the cause is a specific source, the application, the device or the internet connection.

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Test at least two different live channels.
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Test one movie or episode if available.
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Note the exact time when the problem occurs.
Do not uninstall the application immediately. Begin with the steps below so your saved credentials and settings remain safe.
Step 1

Update the Playlist and EPG

1

Open the application settings

Look for a section named Playlist, User, Account Settings or Manage Playlists.

2

Select Update or Refresh Playlist

Allow the channel list and program guide to finish updating before opening a channel.

3

Close and reopen the application

Completely exit the player, open it again and test the affected content.

Step 2

Restart the Application, Device and Router

Temporary memory or network routing problems can interrupt playback. Restart the equipment in this order:

1

Close the player completely

Do not leave it running in the background.

2

Restart the streaming device

Restart the Firestick, Android TV, TV Box, Smart TV, phone or tablet.

3

Restart the modem and router

Disconnect them briefly, reconnect them and wait until the internet connection is fully restored.

Step 3

Check the Internet Connection

A high advertised speed does not always guarantee stable streaming. Signal quality, congestion and packet loss can also cause buffering.

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Pause large downloads, cloud backups and game updates.
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Move the device closer to the Wi-Fi router.
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Use a stable 5 GHz Wi-Fi connection when nearby.
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Use Ethernet when the device supports it.
Test another streaming application on the same device. If every application is slow, the problem is likely related to the device or internet connection.
Step 4

Clear the IPTV App Cache on Firestick or Android TV

If FULL IPTV buffers or freezes on your Fire TV Stick, force stop the app and clear its cache, then test again. This is a troubleshooting step, not a guaranteed fix for every playback problem.

Fire TV Stick instructions

  1. From the Fire TV home screen, open Settings.
  2. Select Applications, then Manage Installed Applications.
  3. Select FULL IPTV. If you use another IPTV player, select that app instead.
  4. Select Force Stop, then Clear Cache.
  5. Reopen the app and test the affected channel, another live channel, and a movie or episode if available.
Clear Cache is different from Clear Data. Use Clear Cache for this step. Clear Data may remove saved accounts, playlists and settings. Have your service credentials available before clearing data or reinstalling, and contact support if you are unsure.

Android TV and Google TV

Open the device settings and find the app under Apps or Applications. Select the player, use Force Stop, and find Clear Cache, which may appear under storage settings. Menu names vary by device.

If only one channel still has problems, send support its exact name and the time of the issue. If several channels are affected, continue with the connection checks below.

Step 5

Check the Number of Active Connections

Make sure the number of devices playing simultaneously does not exceed the connections included in your plan. Close the player on devices that are not currently being used and test again.

A plan may be installed on more than one device, but simultaneous playback must remain within the number of connections purchased.
Step 6

Test for an ISP, Router or VPN Issue

Connect the device temporarily to another network or a mobile hotspot. If playback works correctly on the alternate network, the original internet provider or router may be restricting or interfering with the connection.

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Test briefly with a mobile hotspot.
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If a VPN is already active, test with it disconnected.
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If the provider is restricting traffic, test with a trusted VPN when the device supports one.
Many Samsung and LG television models do not support VPN applications directly. A Firestick or Android-based device may be easier to troubleshoot when a VPN test is required.
Support Checklist

Information to Send Through Live Chat

If the problem continues, provide the following details so the support team can investigate efficiently:

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Your device model and application name.
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A screenshot or photo of the exact error.
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The exact channel, movie or series affected.
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Whether the issue affects one channel or all content.
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Whether another internet connection was tested.
Device Guides

Related Setup Instructions

Firestick & Android TV iPhone & iPad Samsung & LG TV Roku
FAQ

Frequently Asked Questions

Why does only one channel buffer?
If other channels work normally, the issue may be limited to that specific source. Send support the exact channel name, time and a screenshot.
Should I clear application data?
Clear the cache first. Clearing data may delete saved playlists and login credentials.
Can my internet provider cause buffering?
Yes. Testing another network or mobile hotspot can help determine whether the home provider or router is involved.
Should I reinstall the application?
Reinstallation should be a later step. First update the playlist, restart the equipment and clear only the cache.

Still Experiencing Buffering?

Open Live Chat and send your device, application, affected content and a screenshot of the problem.

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