Welcome to the official Platinum website

Welcome to the official Platinum website

Technical Issues

A detailed guide on how to install and connect to our servers

  1. 1
    My channels are not working ?

    Our service will never reach 100% in all channels. That's not possible in our industry. We are striving to provide you with a high level of service at very reduced prices. So please consider this first and foremost, If it's a channel down, we'll do our best to restore it by sharing sources and also reporting it as a channel down to our provider. And if your amusement depends on one channel up to 100 percent of the time, You really have to consider cable or satellite as your primary service. We'll be happy to be a secondary service. Please use the guidelines below before reporting a channel: We restart and swap channels when needed.The channel might come back from our end. Is this happening on all channels? Then the source of the problem might be on your end.
    Reboot your devices and wait 30 seconds before restarting them (STB, Android Boxes, Rutters, Cable Modems).
    - Make sure you connect using Ethernet cable to hardware and not via Wifi.
    - Attempt to use a VPN service if all of the above is not working.

  2. 2
    Channel issues

    If you are watching a channel and it looks like the service has stopped, simply choose and open another channel, then go back to the original channel to see if it's playing now, it could simply be due to a second transmission break, the program will stop under those circumstances.

  3. 3
    Buffering on channels

    Sometimes you can go experience buffering on channels because of the low speed of the Internet or the large number of users on your network. Reasons: The most common cause is the slow connection to the Internet. This may be due to the low speed of the Internet or other users breaking into your home's bandwidth. Do you have a lot of users in your house? Separate them all and try again. The second and most logical reason is that you use Wi-Fi, it doesn't matter how fast your Wi-Fi is, Wi-Fi as a whole is slow and unreliable, you should avoid using it when possible.
    Solutions
    Conect directly to the server using an Ethernet cable or an adapter.
    If it's not possible, then try moving the box closer to the router.
    Change the Wi-Fi channel, to avoid jamming nearby devices.
    If you still experience buffering, press “pause” for 10-15 seconds and resume, it will no longer have the need to buffer in most cases.

  4. 4
    All your channels are empty?

    If you are using a set-top box such as MAG or AVOV and have just set up your device with our service, you will need to perform a hard reset of your device by simply powering off your device, then unpluging your power cable and re-pluging it in.

    For Kodi, you will need to clear your cache. If unsuccessful, attempt to re-install of Kodi itself.

  5. 5
    Your channels are only having audio without images/video? how do to fix it?

    Because of some decoder setting problem, some channels are only audibale without images/video, to fix such a problem please do as the following:
    1. انقر فوق الزر "موافق" لمدة 3 ثوانٍ ، ثم انتقل إلى شريط الإعداد ، وانقر فوق إعداد.
    .2 انتقل إلى علامة التبويب "تشغيل".
    3- Choose Native for the Decoder.
    4- Restart our app.

  6. 6
    Why can't i access my account and can no longer watch after using your IPTV service ?

    First of all, please check your network connection, reboot your router and device, and then try again.

    Secondly, if your network connection is not the source of the problem, please check whether your account is used on other devices.

    if yes, please visit www.whatismyip.com using a computer, and find your IPv4 IP Address, next send us your account details and IPv4 IP Address for restoration

    please note that an account may only be used on a single device, otherwise your account would be banned.

    We only restore 1 time per 1 account. If your account gets banned again after restoration, we would no longer provide refunds or support.

  7. 7
    My free trial account works less than 24 hours, why ?

    The count starts when we activate the free trial account from our server.

  8. 8
    Several channels are not working / showin black screen/ broken voice, what to do ?

    We can not promise that all channels will be working properly due to your Internet speed and other tech issues.

  9. 9
    I bought an m3u link, but it isn't working what shall i do ?

    Check if the link is working on PC using VLC, if it works it means that there is something wrong on your side . Only contact us if the link does not work on your pc by giving us your IP address ( www.whatismyipaddress.com ) . Do NOT access the test link after it expires – your IP will be blocked.

  10. 10
    My m3u playlist is out-dated, can my playlist get updated ?

    Yes, you can contact us for the latest M3U playlist of our channels.

  11. 11
    All my channels are lagging when i am watching, how can i fix it ?

    Reboot your router and device, then try again.

  12. 12
    What devices our IPTV service supports ?

    our service is compatibly with many devices.
    We are compatible with:
    Mag Boxes (250, 254, etc) Dreamlink (T1, T1+, etc)
    Avov Tvonline (N, N2, N3 etc)
    VLC Player
    STB Emulator
    Perfect Player
    Best Player TV and Movies
    Enigma

    And much more !
    Giving that there are many devices out there compatible with our service, we can't offer support for each and every device.
    Here is a list Of Devices (and Programs) our service can officially offer Support to:
    (H) MagBox (250,254, etc)
    (H) Dreamlink (T1, T1+, T6, etc)
    (H) Avov Tvonline (N, N2, N3 etc)
    (H) Amazon Fire TV Stick
    (S) Kodi
    (S) STB Emulator
    (S) Perfect Player
    (S) Best Player
    (S) VLC Player
    Devices our service allows, but can does not offer support for:
    Zgemma
    Enigma2
    XtreamTV
    ROKU
    Devices our service does NOT allow:
    TVHEADEND

  13. 13
    Router

    We transmit a huge amount of data to you by streaming, so your Router should be rebooted at least once per week to clear its internal cache. So rebooting the Router to see if it eliminates one of the issues above, it is also a very good idea to check that the Router’s software and firmware are up to date.

  14. 14
    Device issues

    Does the device, that has our software installed, has the latest updates
    Clearing the Cache/Data also is a very good idea; go to Account Info within the app, then Misc, to clear, you can also change rendering from Hardware to Software;
    Check the download speed on the device that is streaming our service, you may have 50mbs on your computer, but the device could be considerably slower, indicating a problem on your internal network. And NEVER check the speed with Speedtest, it is very inaccurate, only use testmy.net.
    Are there any process demanding applications running in the background that can be stopped, this is very important on low end devices.
    Is your ISP having problems in your area, an excellent site to check this is downdetector.co.uk
    And one of the best things to try is simply rebooting the device, or uninstalling and reinstalling our software, your code will not be lost.

  15. 15
    Troubleshooting MAG

    We have a few questions that may help you solve the problem :

    Did you give us the correct MAC address?
    Are you using a firewall, proxy or VPN? If so, our servers won’t allow you to connect.
    Is your Internet speed at the recommended minimum—16 Mbps; 30 Mbps for HD channels—or higher?
    Is your device wired in (Ethernet), or is it connected wirelessly (WiFi or mobile data)? Ethernet will always be faster and more stable; use Ethernet, if you can.
    Are your device’s specs powerful enough to effortlessly handle live HD streaming ?
    If you’re using an STB emulator, did you follow the steps in our guide, Setup Android STB Emulator for our service, when getting setup ?
    If you’re using an STB emulator, have you tried wiping your app’s cache, then restarting your device ?
    If you’re using a MAG box, have you tried restarting your device ?
    If you’re using an Android device/MAG box, have you tried logging out, then factory resetting your device?
    Have you double-checked the server portals? They should be :
    Server Portal #1- ipthost.com:25461/c
    The server might not allow you to connect if you are using a firewall, proxy or VPN

  16. 16
    Troubleshooting KODY

    We have a few questions that may help you solve the problem :

    Are you using the login we issued you, and not your login for the website ?
    Are you using a firewall, proxy or VPN? If so, our servers won’t allow you to connect.
    Is your Internet speed at the recommended minimum—16 Mbps; 30 Mbps for HD channels—or higher?
    Is your device wired in (Ethernet), or is it connected wirelessly (WiFi or mobile data)? Ethernet will always be faster and more stable; use Ethernet, if you can.
    Are your device’s specs powerful enough to effortlessly handle live HD streaming in Kodi?
    If you’re using an Android device, have you tried wiping your apps’ cache, then restarting your device?
    Is your Kodi Add-on up-to-date?
    If you have reason to believe it’s not, please try uninstalling, then upgrading to the latest version by downloading and installing the add-on for Kodi username & password
    How to install Kodi add-on :
    Direct URL to Kodi add-on (installing from source) :
    Settings > File Manger > Add Source > Choose URL below > Name File > Press “OK”
    Go to Settings > Add-on > Install from Zip File > Choose the Folder > Install Add-on
    All Done
    IF YOU USE ANDROID DEVICE HAVE Tried Exit then Reset your device to Factory Settings?
    If it also happens you’re using a trial—as it states under “Description” on the Free Trial page on our website, the trial is limited:

    The server might not allow you to connect if you are using a firewall, proxy or VPN
    The trial account is limited and you can’t re-stream channels
    the Trial account is usable for 24 hours and it will start as soon as you receive the email

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