Restart the router and the device, connect the TV or box with a cable or 5 GHz Wi-Fi, and pause other downloads. If it continues, change the stream format in the player, check your speed on the TV itself and make sure no other device is playing the same weweb line.
Help · Fix a problem
IPTV troubleshooting: fix buffering, black screens and login errors
This IPTV troubleshooting guide lists the problems viewers meet most, from buffering on match nights to an "account expired" message, with the likely cause and the fix for each one. It applies to any weweb IPTV subscription on any device, and it completes our IPTV setup guide.
Work through the steps in order: most problems are solved in two minutes at home, by restarting the right device or correcting one character. If it still does not work, our support answers on WhatsApp and helps you test your IPTV Morocco line remotely.
- Bufferingnetwork and Wi-Fi fixes
- Login errorsdetails checked fast
- WhatsApp supportwe test with you
- Standard · 12 months300 DHHD
- Premium · 12 months450 DH4K
- VIP · 12 months600 DH4K · 2 devices
Three checks before anything else
Before going into a specific problem, these three checks solve a large share of cases on every device and every app.
- 1
Play two or three different channels. If only one channel fails, the problem is that channel, often temporarily; if all fail, read on.
- 2
Restart in order: unplug the router for 30 seconds and wait until the internet light is stable, then switch the TV, box or stick fully off and on, then open the app.
- 3
Check the end date of your line in the app's account or info screen. A test line ends after 24 hours; a paid line after 12 months.
IPTV buffering: the picture freezes or loads in a loop
Buffering means the device receives the stream more slowly than it plays it. The cause is almost always on the path between your router and the screen: weak Wi-Fi, a busy line, or other devices downloading at the same time.
- 1
Run a speed test on the TV or the box itself, not on your phone next to the router. Compare the result with the figures on internet speed for IPTV.
- 2
Connect the TV or box with a network cable, or move to the 5 GHz Wi-Fi network if your router offers one.
- 3
Pause downloads, updates and video calls on other devices while you watch.
- 4
In the player's settings, switch the stream format (TS or HLS/m3u8) or the player engine, then reopen the channel.
- 5
Clear the app's cache on Android and Fire TV (Settings → Apps → the app → Clear cache).
- 6
If buffering only happens on one 4K channel, try the HD version of the same channel.
Drops at peak time and on match nights
Between 20:00 and 23:00, and during big games such as Raja–Wydad or an Atlas Lions match, home connections in Morocco carry much more traffic. Fibre lines from Maroc Telecom, inwi or Orange usually hold well; ADSL and shared 4G routers are more sensitive.
- Start the match a few minutes early and leave it on one channel instead of zapping.
- Use a cable for the TV on match nights; Wi-Fi is the first thing to suffer when everyone in the building is online.
- If you watch on 4G, place the router near a window and away from the TV.
- Tell us on WhatsApp the channel, the time and your network: it helps support check the stream on our side.
Black screen or no picture with sound
A black screen on one channel usually means that channel is temporarily off or changing its stream. A black screen on every channel usually comes from the player's video settings.
- 1
Try another channel in the same group. If it plays, wait a few minutes and try the first channel again.
- 2
In the app's settings, change the player (for example from the built-in player to the system player, or hardware to software decoding).
- 3
Switch the stream format between TS and m3u8 if the app offers the choice.
- 4
Update the app, then restart the device.
- 5
Sound but no picture on a 4K channel with an older TV: the TV may not decode that stream. Use the HD version.
"Account expired", "invalid login" and activation messages
Three different messages are often confused, and each has a different fix.
| Message | Comes from | Fix |
|---|---|---|
| Invalid username or password | Your access details | Retype the details; check http://, the port, capitals and spaces |
| Account expired | Your line (test or paid) | Renew the line or switch from the test line to your paid line |
| Max connections reached | Another device is already playing | Close the other device; every plan, VIP included, plays 1 stream at a time |
| Activate the app / trial ended | The player app (IBO Player Pro, Smart IPTV, SET IPTV…) | Activate the app on its developer's site; this is not your subscription |
How the server URL, username and password must be typed is shown on Xtream Codes. App activations are explained on the pages of each player, for example IBO Player Pro.
TV guide (EPG) missing or showing the wrong time
- 1
In the app, find Refresh EPG or Update guide and run it, then wait a minute.
- 2
If you use an M3U playlist in a TV app, ask support for the EPG link of your line and add it in the EPG field or on the upload page.
- 3
If the guide is shifted by one hour, change the EPG time offset in the app, not the TV clock.
- 4
Some small channels do not publish a guide at all; that is normal.
Audio out of sync or no sound
- Switch the app's player engine or decoder: sync problems often come from one decoder.
- If you use a soundbar or home cinema, set the TV's audio output to PCM instead of passthrough or Dolby.
- Many players have an audio delay setting; adjust it by small steps.
- Try another audio track if the channel offers several languages (Arabic, French, English commentary).
IPTV not working because the app crashes or closes
- 1
Clear the app's cache, and if that does not help, its data (you will have to log in again).
- 2
Update the app from the store or the developer's official site.
- 3
Free some storage: Fire TV Sticks and entry-level boxes slow down when nearly full.
- 4
Uninstall and reinstall the app. On MAC-address apps, your playlist stays attached to the MAC address online.
- 5
If one app keeps failing on your device, try another player; the choice per device is in our IPTV setup guide.
Still not working? Contact support
Send us a WhatsApp message at +212 6 03 36 55 75 with four things: the device, the app, a photo of the error message and the channel concerned. That is usually enough to find the cause in one exchange. You can also write to [email protected].
New to weweb? Your access arrives within 1 hour, 24 h at most after payment, and setup help is included with every IPTV subscription.
Answers
Frequently asked questions
"Account expired" means your test or paid line has ended. An activation or trial message comes from the player app itself and is paid to its developer; it is not your weweb subscription.
Our support on WhatsApp (+212 6 03 36 55 75). Send the device, the app, a photo of the message and the channel; setup help is included with every plan, and a new line arrives within 1 hour, 24 h at most. You can also test first with a 24-hour line.
A line that comes with real support
Every 12-month plan includes setup help on WhatsApp, and Premium and VIP get priority. Choose yours and we stay with you after the first channel.