Troubleshooting
TREX TV Troubleshooting
Every fault we actually see, grouped by symptom, with the checks in the order that finds the cause fastest.
Steps last verified 22 August 2026.
Start with the symptom, not the guess. Each article below opens with the checks in the order that finds the cause fastest, so most people stop part-way down rather than working through everything.
Picture and sound
Buffering and stalling
Four checks in order, plus the two Fire OS settings that default the wrong way for streaming.
Black screen or no video
Audio but no picture is a decoder or HDMI fault. Nothing at all is usually your connection limit.
A channel has no sound
Silent video is an audio-format mismatch. Switch track, turn off passthrough, change decoder.
Hardware vs software decoder
Which to choose, what each symptom tells you, and where the setting lives in each player.
Guide and channel list
The TV guide is empty or wrong
Empty, shifted and partial are three different faults with three different fixes.
New channels are not appearing
Almost always a cached or downloaded playlist rather than a live URL.
Catch-up and replay
How catch-up is addressed by programme, and why it needs guide data to work.
Account and app
The app will not log in
Invalid credentials and could-not-connect mean different things. Five checks in order.
Clearing the cache safely
Clear cache keeps your login; clear data wipes it. Where both buttons are on every device.
How much speed you need
Sustained Mbps per stream for SD through 4K, and why your speed test looks fine while the picture stalls.
Before you contact us
Four facts turn a report we cannot act on into one we can:
- The exact channel name and the time it failed.
- The device and the player app.
- Whether a second device shows the same thing.
- Whether it is wired or Wi-Fi.
Check the status page first in case it is already known, then message support on WhatsApp or Telegram.