A working video stream and a working program guide are separate things. Check the device timezone and guide configuration before reinstalling the player.
From CatchON TV · Updated 2026-10-15
Separate video from guide data
Try playing the channel first. If playback works but the listing is empty, focus on the guide source and player settings. Some channels may not supply program information at all.
Check the clock and timezone
Verify the device date, time, and timezone. If your player provides a guide offset, record its current setting before changing it. A consistent hour shift often needs a time setting check.
Refresh carefully
Use the player’s guide refresh option and allow it to finish. If a guide URL was supplied, check that it was entered completely. Avoid clearing all application data unless you have a safe copy of the credentials.
Report a specific example
Send support the channel name, your timezone, the program time displayed, and the time you expected. State whether the issue affects every channel or only part of the lineup.
A blank guide and a wrong time need different checks
| Guide problem | What to compare |
|---|---|
| Only one channel has no listings | Check a second channel. Missing information for one channel does not mean the entire guide failed. |
| All listings are empty | Check the guide source and the last successful refresh in your player. |
| Programs are consistently an hour early or late | Check the device timezone and any guide offset. Change one setting, then compare again. |
When reporting a time mismatch, include a real example: channel name, program title, the time displayed, your local time, and timezone. A screenshot is useful if it does not expose your account details.