Start with the symptom
Use audio, menus and a second source to separate a source failure from video decoding or display output.
On Android phone, begin with a precise description of when the symptom occurs. Keep one source and one account selected, then change one part of the setup. That makes the result useful to both you and support.
Checks for Android phone
Check the exact Android release, app package and whether the interface is intended for touch or a television remote. Store updates and externally supplied APKs have different installation routes. Keep the original account entry intact during diagnosis.
| Part of the setup | Check on Android phone |
|---|---|
| App and installation | Choose a player from Google Play when available. For a provided APK, review the source, file name, security scan and app permissions. |
| Controls | Use touch controls in portrait and landscape. Check whether playback continues when the display locks or another app opens. |
| Connection | Compare Wi-Fi and mobile data only if your plan permits it. Note metered-data limits and battery-saving settings. |
| Playback | Check the same programme with a stable quality setting. A high-resolution phone display does not guarantee support for every codec. |
Work through the checks in order
- Check whether player menus remain visible
Choose a player from Google Play when available. For a provided APK, review the source, file name, security scan and app permissions.
- Listen for audio
Use touch controls in portrait and landscape. Check whether playback continues when the display locks or another app opens.
- Try another source
Compare Wi-Fi and mobile data only if your plan permits it. Note metered-data limits and battery-saving settings.
- Restart the player once
Check the same programme with a stable quality setting. A high-resolution phone display does not guarantee support for every codec.
- Compare the default decoder with another supported option
Do not disable Play Protect to force an installer through a security warning.
Read the result
| Observed result | Next action |
|---|---|
| Menus visible and audio present | inspect decoding |
| Only one source black | report source and time |
| Entire display black | inspect television input and device output |
Repeat only the comparison that changed the result. If a setting made no difference, restore it before trying the next step. Keep the source label, approximate time and player version with your notes.
Before making a larger change
Do not disable Play Protect to force an installer through a security warning.
A factory reset, complete account deletion or router-wide change is a much larger action than restarting a player. Keep those actions outside this sequence unless the responsible support team identifies a clear reason and recovery path.
Get the right support
Use WhatsApp support and describe the device, operating system, player version, account method, network type and time zone. Say whether one feed, one title, one group or the whole account is affected.
Keep usernames, passwords, full playlist links, device keys and payment evidence out of public screenshots. If support needs an account identifier, provide it privately through the established conversation. Do not send bank-card numbers in the order or help form.
Android phone platform documentation