Solve a problem, step by step

The playlist will not load

First check Internet access and your provider account: address, expiry and any connection limit. On public Wi-Fi, complete the network’s sign-in page in the browser. Compare with another network. In SeeClap, open Settings → My playlist → Diagnostic, or Diagnose from the loading error.

Your provider is temporarily limiting requests

If SeeClap says your provider is limiting requests, the playlist server replied “Too Many Requests” (429). The limit may apply to your provider account or be shared with other devices and apps; that response does not identify the exact cause. SeeClap spaces out requests and tries again after the delay supplied by the server. If the server gives no delay, SeeClap waits before checking again and cannot promise when the limit will be lifted. This message does not mean your SeeClap account is blocked.

1. Wait for the next attempt shown in the notice when the provider has supplied a delay. Avoid repeatedly refreshing the playlist.
2. If the notice returns often, check other devices and apps using the same access, then ask your provider about its limit.
3. If the playlist remains unavailable after further attempts, run Settings → My playlist → Diagnostic and share only the report, without credentials or a private URL.

Only one film fails

Test another title from the same playlist. If the rest works, try another version of the film and another player from Options → Player selection. A missing link or damaged file must be fixed at the source. Repeated refreshes cannot recreate a missing file.

Black screen, missing sound or stuttering

Try another player, then another version or lower quality. For missing sound, check the audio tracks; on Android, try disabling audio passthrough. For live TV, switching HLS/TS may help with some sources. Available formats and rendering depend on your hardware.

Playback keeps buffering or reloading

Stop other playback using the same source to check its connection limit. Compare Wi-Fi with a more stable connection, or use Ethernet on TV when possible. Keep adaptive buffering enabled; buffer changes apply on the next playback. A brief automatic player switch at startup can be normal.

The library is slow after importing

Identification of a large playlist can continue after the initial load. Posters arrive gradually. On phones, the Settings activity icon shows ongoing work. On Android TV, a light performance profile can help modest boxes. If slowness persists, export a diagnostic and provide the device model.

Read and share diagnostics

The result separates the main issue, other findings and checks that could not run. A clean result covers only the checks performed.

1. Run diagnostics from the affected playlist and allow them to finish.
2. Read the main finding and suggested actions before resetting anything.
3. Use the Diagnostic report card to copy or share the report; its TV QR code opens it on a phone.
4. Include the model, app version, source type, failed step and exact message. Review the report and remove any personal information you added.

Contact the right person

Contact the provider about credentials, unavailable streams and its subscription. For a SeeClap interface or playback issue, contact studio support with the report. Do not share passwords, sign-in codes or private playlist URLs. A server test address and a diagnostic report are different things: share the report.