Favorite Live-TV channels disappear

We asking all new users to read the articles below, before creating their first posting or thread.

  • 4. Instruction Articles

      • Please note, in this forum are only English threads and postings allowed, without any exception!

      Please follow the forum rules, thank you for your understanding.

1st Official Post

    I just had the second user informing me that all the Live-TV channels that they had stored under/as Favorites had disappeared.


    VOD favorites are still there, only Live-TV favorites have all gone.
    Both have stalker portal, only 20-25 favorite TV channels, the favorite group is completely empty.

    Any suggestions as to what causes this?

    Users did not delete or change any settings (MOL3 clear data or any of that)

    I never had this happen on my box.

    Z11 Pro Max BT1 edition latest firmware and MOL3.

    Most good providers stop with mac id. Go for extream codes. Url, username and password.

    Much better. Sometimes give mac id problems also with the strangest things. With vod is goes at max till 2022 or so.

    Let your provider covert mac id to XCAPI.


    So far i know i have no ideas then refresh and restart or so. I get messages via some chat channels that 2 providers are already converting mac id to xtream codes.

    • Official Post
    Quote from MCIF

    Users did not delete or change any settings (MOL3 clear data or any of that)

    Do you have maybe the Info from users that the channels in main category also changed? Then it could be that Provider rearrange the channels and after daily refresh this happen.

    For such things are weekly backups important. Sure, when Provider change something then it will be same, but at least with backup install you have the evidence.

    SAM No, the channels in main category did not change. When that happens the changed channels are still visible in Favorites, but dimmed/greyed out. As shown in the picture, none of the favorite channels are visible anymore, the message “No Channels” is displayed. The favorite channels were in at least 4 different TV groups and even multiple different Country groups, as both of the users where this happened are multi nationality users.
    Therefore a simultanious change in all 4 of the the main categories and even country groups is highly unlikely. And I can exclude that possibility as I manage their subscriptions and bouquets.

    This happened at the two users at different dates, approx 4 months apart (July and November).
    And as you advised, both of them now use a USB memory stick to backup their settings.

    Do you have any other suggestion/clue as to what may have caused this to happen?

    The VOD favorites were all still available.

    As requested a feature where one could backup Favorites apart from the provider settings would be very handy, specifically when one needs to change portal/provider settings. 🙏🏻

    • Official Post

    Ok, thx for the Info. In that case please tell the users to create log file and send to Peter. This have to be checked from devs.

    After sending the log files. please post here the Tracking No. Thank you.


    F_Peter

    FYI

    Quote from SAM

    Ok, thx for the Info. In that case please tell the users to create log file and send to Peter. This have to be checked from devs.

    After sending the log files. please post here the Tracking No. Thank you.


    F_Peter

    FYI

    Thnx, will do, although since this has happened very rarely the chance of capturing it will be slim, and both users are frequent travellers taking their box with them around the globe. But will prompt them to do so when it occurs again.