Help
Set up Ondaro and fix common problems
Most problems come from the playlist provider, not the TV. This page helps you set up and tell which side to fix.
Ondaro is a player only. We cannot help with channels, playlists or provider subscriptions, and we never ask for your playlist password.
Setup guide
You need an Android TV or Google TV with Google Play (Android 7.0 or newer) and a playlist link or login from your provider.
Install Ondaro
On the TV, open Google Play, search for Ondaro and install it. Ondaro is offered only through Google Play.
Add your playlist
Open Ondaro and choose Add playlist. One field takes either of these:
- An M3U or M3U8 link, for example http://example-provider.tv/list.m3u
- An Xtream Codes login: paste the server address, then enter the username and password your provider gave you. Ondaro checks the account and shows its status and end date before adding it.
Press OK on the field to open the keyboard. The paste button and quick keys like http:// and .com save typing.
Start watching
Channels arrive first, so you can watch while films, series and the TV guide finish loading. Large playlists can take a minute.
Check the TV guide
For Xtream accounts Ondaro finds the guide by itself. For an M3U playlist without a guide, add an XMLTV guide link in Settings › TV guide.
Learn the remote
- OK
- Play the selected channel or film
- ▶
- In the guide: later programmes
- ◀
- In the guide: earlier programmes, on rewindable channels
- Hold Back
- Full screen from the Live preview
- Back
- One step back. If the keyboard is open, it closes first.
Premium on another TV
Install Ondaro on the new TV, sign in with the same Google account, then open Settings › Account › Restore purchase. Add your playlist again: playlists are not copied between TVs because we never store them. One purchase covers up to 5 TVs.
Is it my provider or the TV?
Ondaro shows plain messages instead of error codes. Find yours below to see which side to fix.
Usually your provider
- "The server did not accept the user name or password."Check the login with your provider, then try again.
- "The account is not active"The provider's subscription has ended or been disabled.
- "The playlist could not be downloaded or read."Check the address. If it is right, the provider's server did not send the list; try again later.
- "The server did not deliver the stream." or "Stream format not recognised."That channel is down at the source. Other channels usually still play.
Usually the TV or network
- "Reconnecting" shows oftenTry a cable instead of Wi-Fi, or restart the router.
- "Could not connect." or "Could not reach the server."Check that the TV is online and the address and port are right. If other apps work, the provider's server may be down.
- "This device could not decode the stream."Try another decoder in Settings › Playback.
- The guide is emptyOpen Settings › TV guide and update it. Check the guide link if you added one yourself.
- No sound on a filmYour TV may not support that sound format. In the player, open the audio menu and pick another track.
Premium and purchases
- Premium is missing after reinstallingOn the TV: Settings › Account › Restore purchase, with the Google account you bought with.
- Cancel the yearly plan or the trialIn Google Play: your profile › Payments & subscriptions › Subscriptions › Ondaro. Uninstalling the app does not cancel it.
- Refunds and receiptsReceipts come from Google Play by email. Refund requests go through Google Play; see the terms of use.
Still stuck? Write to us
Tell us what you see on the TV, and we will help you find the cause.
Support
Add your app version from Settings › About and the message you see on the TV. Never send us your playlist password or link; we do not need them.
Coming soon Report a problem straight from the TV.
Privacy and your data
Questions about your data, or a request to see or delete it. See the privacy policy and how to delete your account.