Start with the symptom
Live video and programme listings are separate data paths. Working video can coexist with missing guide data.
On MAG set-top box, 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 MAG set-top box
Record the set-top model, firmware and portal or playlist method. Do not substitute a device code from another player. Preserve the authorized portal and device association while testing the connection.
| Part of the setup | Check on MAG set-top box |
|---|---|
| App and installation | Confirm the exact MAG model and firmware, then ask support whether an authorized portal account is supported for it. |
| Controls | Use the supplied remote and portal settings. Keep device identifiers private when requesting activation. |
| Connection | Compare wired networking first when a port is available. Check the device date and network status before entering a portal. |
| Playback | Codec support differs between MAG generations. Ask about a compatible source instead of assuming every 4K feed will play. |
Work through the checks in order
- Test whether the live channel plays
Confirm the exact MAG model and firmware, then ask support whether an authorized portal account is supported for it.
- Check device date and time zone
Use the supplied remote and portal settings. Keep device identifiers private when requesting activation.
- Refresh the guide in the player
Compare wired networking first when a port is available. Check the device date and network status before entering a portal.
- Compare several channel entries
Codec support differs between MAG generations. Ask about a compatible source instead of assuming every 4K feed will play.
- Ask whether guide data exists for the exact feed
A portal, an M3U playlist and an activation-code player are different account methods.
Read the result
| Observed result | Next action |
|---|---|
| Video works but guide does not | focus on EPG data |
| Only some entries are blank | inspect mapping |
| Nothing loads | inspect account and connection |
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
A portal, an M3U playlist and an activation-code player are different account methods.
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.
MAG set-top box platform documentation