Troubleshooting

Start with the exact screen and error shown by WyreDeck. Provider, guide, metadata, and playback failures are separate paths.

Provider connection or certificate error

1. Compare the server or playlist URL with the value supplied by the provider.
2. Check the TV's network connection and DNS.
3. Confirm the provider service is active from another device you control.
4. If https:// certificate validation fails, ask the provider for its correct secure endpoint. Do not downgrade to HTTP merely to bypass the warning.
5. Retry after a short wait if the provider is rate-limiting or temporarily unavailable.

Provider rejected the credentials

1. Re-enter the username and password exactly, including letter case.
2. Remove leading or trailing spaces introduced by copy and paste.
3. Confirm the provider subscription is active.
4. Ask the provider whether it limits simultaneous devices or source IPs.

Never send the credentials, playlist URL, or server URL to WyreDeck support.

Sync is still running

Large catalogs can take time, especially when importing every category or when a LAN Backbone is walking many series episodes. Leave the active sync running. Starting repeated refreshes does not make the provider respond faster.

If WyreDeck reports that the Backbone is still working, Retry resumes status checking; it does not silently switch the provider to Local Install.

Missing or stale guide listings

1. Confirm the channel itself plays.
2. Check whether one channel or the entire source lacks listings.
3. Allow the current guide refresh to finish.
4. Confirm the provider or XMLTV source still publishes guide data.
5. Record the channel label, source type, and approximate time without including a provider URL.

A movie or episode will not play

1. Try another item from the same provider.
2. Retry the affected item after a short wait.
3. Confirm the subscription remains active with the provider.
4. Check the TV's network connection and available storage.

An item can remain in an imported catalog after the provider has removed or changed its stream.

Artwork or descriptions are missing

Provider content remains usable without TMDB enrichment. Confirm a TMDB key is configured in the active setup path, then allow background metadata work to continue. Local Install and LAN Backbone use separate TMDB configuration.

LAN Backbone is unreachable

1. Confirm the TV and Backbone are on the intended local network.
2. Confirm the Backbone service is running.
3. Reopen the Backbone setup screen and check the selected appliance.
4. Pair again if that appliance's device trust was revoked or forgotten.

WyreDeck does not silently fall back to a local provider when a Backbone-managed provider is unavailable.

Submit an issue report

Open Help in the app and choose Report an issue. Include the screen, what you expected, what happened, and reliable reproduction steps.

The report flow removes detected URLs, credential assignments, account-shaped numbers, provider names, and LAN endpoints from bounded diagnostics before storage. Still review your description and do not type credentials into it.