Troubleshooting Guide
This guide covers common issues and their solutions.
Login Issues
Can't login to Admin Panel
Symptoms: Login fails even with correct credentials
Solutions:
- Clear browser cache and cookies
- Check if your account is active
- Try password reset if needed
- Verify reCAPTCHA is completing properly
Customer code not working
Symptoms: Customer enters code but can't login
Solutions:
- Verify the code is ACTIVE in your dashboard
- Check if the code has expired
- Ensure the portal is active
- Verify Xtream credentials are correct
- Check if code is case-correct (codes are uppercase)
Portal Issues
Can't connect to Xtream server
Symptoms: Code validation fails with server error
Solutions:
- Verify the server URL is correct (include port)
- Check if Xtream server is online
- Test URL directly:
http://server:port/player_api.php?username=X&password=Y
- Check for firewall blocking connections
Portal shows inactive
Symptoms: Portal marked as inactive
Solutions:
- Edit the portal and toggle Active to ON
- Check if there were server issues that caused deactivation
Code Management Issues
Bulk import fails
Symptoms: Import shows errors or doesn't complete
Solutions:
- Check CSV format:
username,ignored,password
- Ensure no more than 1,000 entries
- Remove blank lines from CSV
- Check for special characters in usernames/passwords
- Try importing a smaller batch first
All codes showing as duplicates
Symptoms: Import shows all entries as duplicates
Solutions:
- The usernames already exist in your database
- Check if you already imported this file
- Use search to find existing codes
Mobile App Issues
App won't build (Android)
Symptoms: Gradle build fails
Solutions:
- Delete
node_modules and reinstall
- Delete
android folder and run expo prebuild again
- Check Java/JDK version (need JDK 17+)
- Update Android Studio and SDK
- Clear Gradle cache:
cd android && ./gradlew clean
Video not playing
Symptoms: Streams don't play in app
Solutions:
- Check stream URL is accessible
- Verify Xtream credentials are valid
- Check device internet connection
- Try different stream format (HLS vs TS)
Server Issues
503 Service Unavailable
Symptoms: All requests return 503
Solutions:
- Check if maintenance mode is enabled (Super Admin)
- Verify backend service is running:
supervisorctl status backend
- Check backend logs:
tail -f /var/log/supervisor/backend.err.log
- Restart backend:
supervisorctl restart backend
Database connection failed
Symptoms: Backend can't connect to MongoDB
Solutions:
- Check MongoDB status:
supervisorctl status mongodb
- Start MongoDB:
supervisorctl start mongodb
- Check MongoDB logs:
tail -f /var/log/mongodb/mongod.log
- Verify MONGO_URL in .env is correct
Getting Help
If you can't resolve an issue:
- Check the FAQ page for common questions
- Review error messages carefully
- Check server logs for details
- Contact support with:
- Description of the problem
- Steps to reproduce
- Any error messages
- What you've already tried