Common Streaming Issues

Learn how to resolve the most frequent streaming problems:

Buffering Issues

If you experience frequent buffering:

  1. Check Internet Speed:
    • Run a speed test at speedtest.net
    • Ensure you meet minimum requirements:
      • SD Quality: 3+ Mbps
      • HD Quality: 5+ Mbps
      • Full HD: 10+ Mbps
      • 4K: 25+ Mbps
  2. Reduce Quality:
    • Lower video quality temporarily
    • Enable auto-quality adjustment
  3. Network Optimization:
    • Close other applications using internet
    • Disconnect unused devices from network
    • Use wired connection when possible

Error Codes & Solutions

Common error codes and their solutions:

  • Error 1001: Network connectivity issue
    • Check internet connection
    • Verify network stability
  • Error 2002: Player initialization failed
    • Clear browser cache
    • Update browser
  • Error 3003: DRM error
    • Enable DRM in browser settings
    • Use supported browser
  • Error 4004: Geo-restriction error
    • Disable VPN/proxy
    • Verify content availability in your region

Note: For persistent errors, always note down the error code when contacting support.

Device-Specific Solutions

Smart TV Issues

  • Black Screen:
    • Clear TV browser cache
    • Check HDMI connection
    • Verify TV browser compatibility
  • Audio Sync:
    • Restart TV browser
    • Check TV audio settings
    • Verify HDMI connection

Web Browser Issues

  • Video Not Loading:
    • Clear browser cache and cookies
    • Disable browser extensions
    • Update browser to latest version
  • Performance Issues:
    • Enable hardware acceleration
    • Close unused tabs
    • Update graphics drivers

Network Optimization

Improve your streaming experience with these network tips:

  • Router Placement:
    • Central location
    • Away from interference
    • Elevated position
  • Network Settings:
    • Use 5GHz band when available
    • Set QoS priority for streaming
    • Update router firmware

Advanced Troubleshooting

Connection Issues

  1. Run network diagnostics
  2. Check DNS settings
  3. Verify no IP conflicts
  4. Test alternate network

Note: If issues persist after trying these solutions, please contact our 24/7 support team.

Contacting Support

When contacting support, please provide:

  • Error code (if any)
  • Device type and model
  • Browser version (if applicable)
  • Internet speed test results
  • Steps already attempted

Need Help?

Support Options:

  • Live Chat Support: Available 24/7 through both the website and Android app
  • Technical Support: corp-app@streamprime.co.uk

Last Updated: September 2025

Error codes and solutions may vary based on your device and region. For the most up-to-date troubleshooting steps, always refer to our support center.

Back to Streaming & Playback