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Troubleshooting

Last updated: 2026-10-25 (2026-10-26 06:15 UTC)

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. For Local Install, confirm a personal TMDB v3 API key is configured; bringing your own TMDB API key is approved for both Free and Premium tiers and does not require Premium, while per-client support for the direct BYOK path is still being completed. For a LAN Backbone, confirm its separate TMDB configuration and enrichment rules, then allow background metadata work to continue.

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 (for account pairing, use wyredeck.com/pair/).

WyreDeck does not silently fall back to a local provider when a Backbone-managed provider is unavailable. See appliance-specific LAN Backbone troubleshooting for discovery, local trust, sync, metadata, and recovery checks.

Pairing code expired, already used, or device limit reached

  1. Code expired or already used: Pairing codes last about 5 minutes and can only be redeemed once by the TV that started the session. Open Settings > Account > Pair with phone on the TV to generate a fresh 8-character code, then approve it at wyredeck.com/pair/.
  2. Pairing unavailable or rate-limited: Double-check the 8-character code and your 16-digit account number for typos. Wait briefly before retrying if you made several failed attempts from the same network, or wait until the fixed 24-hour per-IP pairing window resets.
  3. Device limit reached: Your account has reached its active device slot limit (5 devices in the initial tier configuration, shared across TVs and any enrolled LAN Backbone appliance). Disconnecting an account locally on a TV clears only that TV's local credentials and does not free a server-side device slot. Self-service server-side device removal on the website remains unavailable in v1; a paired device can list and unlink registered devices on the account, or support can revoke all active device slots for the account if all signed-in devices are lost.

See Accounts and pairing for the complete pairing lifecycle.

Resume or Premium features changed after account expiry

When a Premium account expires (or after the 7-day offline grace window if the account service was unreachable), the account returns to the Free tier:

  • Your local profiles, favorites, imported catalogs, cached artwork, and saved playback progress are never deleted.
  • New playback on the Free tier starts from the beginning rather than seeking to a saved resume offset, and background Premium-only tasks stop starting new work.

See Profiles, favorites, and guide for the full non-destructive downgrade behavior.

App update failed or "Minimum version required" appears

  1. If WyreDeck displays the advisory Minimum version required banner, your installed private-test build is below the server's active minimum version floor. Open Settings > About > Check for Updates and choose Download and install to install the current build.
  2. Confirm the TV has enough free internal storage to download and stage the APK.
  3. WyreDeck verifies that the APK comes from the exact same https:// origin and matches both the expected byte size and SHA-256 checksum before opening Android's package installer. If a download is interrupted, retry on a stable network connection.
  4. For a self-hosted LAN Backbone appliance, run the appliance update check and verify the published sha256:<64-hex> container image digest before upgrading the appliance container.

See Updates and issue reports.

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. Reports are limited to 20 submissions per account per rolling 24-hour day and default to 30-day automatic deletion.