GuideYour account
Troubleshooting
What to try when something isn't right, and how to send us what we need to fix it.
First, the quick things
- Make sure you're on the latest version of Strand. Settings → About shows which you have.
- Check the server or provider works on its own: open its address in a web browser on the same network.
- On iPhone and iPad, check Strand is allowed on your local network: Settings then Privacy & Security then Local Network in the system Settings app.
- Quit Strand and open it again.
Send us a log
If something doesn't play, plays badly or crashes, use Send Log to Developer. It's on the main Settings list on Apple TV, and next to About on iPhone, iPad and the Mac. It sends Strand's recent playback log through iCloud, with passwords and access tokens removed, then shows a reference: six letters and numbers, like 3F9A1C. Put it in the Log reference box when you report the bug, so your log can be found. On iPhone, iPad and the Mac, Copy Reference copies it.
Clearing things out
In Settings then Data & Storage, from the gentlest to the most drastic:
| Option | Use it when |
|---|---|
| Clear All Cache | Artwork or details look stale or wrong. |
| Reset Playback Progress | Continue Watching is showing things it shouldn't. |
| Clear Rewatches, Clear Shuffle History | A rewatch or shuffle has got stuck. |
| Re-download from iCloud | This device is out of step with your others. |
| Delete All Tracking Data | You want to start your on-device history again. |
| Reset Everything… | Nothing else has worked. Erases Strand on this device only; your iCloud copy and your purchase are kept. |
For live TV, the Live TV settings page also has Clear Channel Cache and Clear EPG Cache.
Common problems
The guide is empty
Guides load in the background, and can take a minute after you first add them. If your provider's guide is separate from its playlist, add its address as the EPG URL. Then Refresh.
Can't get past the top menu on Apple TV
Switch the menu to the side: Settings then General then Navigation then Menu Bar then Sidebar.
Ratings have disappeared
Ratings come from MDBList, which limits how often it can be asked. Add your own free MDBList API key in Settings then Account then API Keys.
Playback freezes on an older Apple TV
Try Settings then Playback then Player Selected then Internal (Legacy).
Still stuck? Report a bug, or ask on Discord.