First checks
- Confirm that your source is active, authorized for your device and network, and uses HTTPS when entered as a remote URL.
- Open Oracle Settings and use Test source, then refresh the source.
- Try another channel from the same source to determine whether the issue affects one channel or the whole playlist.
- Record the exact redacted error, Oracle version and build number, device model, and operating-system version.
The playlist does not import
- Confirm the response is an M3U playlist rather than a login page or provider error.
- Confirm any provider-specific request headers are correctly encoded.
- Large, malformed, compressed, insecure, or unusually slow responses may be rejected.
- If using a local file on a supported device, choose an uncompressed M3U document.
The guide is empty
A guide is optional. Confirm it is valid XMLTV and that its channel identifiers match the playlist's tvg-id values, then refresh streams and guide data together.
A channel does not play
Confirm the provider supports direct playback on your device. Expired tokens, simultaneous-stream limits, geo-restrictions, provider outages, DRM, proprietary formats, and device decoder limits must be resolved with the provider.
Multiview does not start both streams
Confirm the provider permits two simultaneous connections and try each stream separately. Device decoder or memory limits can prevent a particular pair from playing together. Only one pane is audible at a time.
AirPlay is unavailable
AirPlay is available for supported streams on iPhone and iPad. Confirm the Apple device and receiver are on compatible networks and that the provider permits external playback. Streams using compatibility playback may not support AirPlay or Picture in Picture.
Chromecast is unavailable
Chromecast is available on Android phones and tablets. The receiver must be able to fetch the stream directly without Oracle-specific headers. Local files, protected streams, and two-pane Multiview are not cast through Google's default receiver.
Reminders and offline downloads
Program reminders require notification permission and are available on supported mobile devices. Offline download appears only when a provider explicitly authorizes a progressive VOD item for offline retention.
Delete local data
Use Settings → Delete all local data to remove Oracle's saved sources, cached guide data, preferences, reminders, and offline media from the device.
What to include in a support request
- Oracle version and build number;
- device model and operating-system version;
- whether the issue affects import, guide matching, or playback;
- the exact redacted error message;
- whether all channels or only one channel are affected; and
- steps that reproduce the problem without revealing a source URL.
About Oracle
Oracle is a media player. It does not provide channels, subscriptions, playlists, provider directories, decryption keys, resolvers, or DRM-circumvention tools. Use Oracle only with sources and content you are authorized to access.
Contact
Email [email protected] with Oracle Support in the subject line.