TV Guide and EPG Problems

The Electronic Program Guide, or EPG, provides current and upcoming program information for supported channels. If the guide is missing, incorrect, or out of date, use the steps below to narrow down the problem.

No Guide Information Is Showing

If the TV guide is completely empty:

1. Confirm that live channels are loading normally.
2. Look for an option in your IPTV player to Refresh EPG, Update Guide, Reload EPG, or similar.
3. Run the guide update and allow it to finish completely.
4. Wait 30 seconds after the update finishes.
5. Return to the TV guide and check again.

If the guide is still empty, force close the IPTV player before trying again.

Force Close the IPTV Player

Simply backing out of the player or returning to the device home screen may leave the app running in the background.

1. Force close the IPTV player using your device's app settings or recent-app controls.
2. Wait 10 seconds.
3. Open the player again.
4. Run the EPG or guide update again.
5. Wait until the update has fully completed before opening the guide.

Guide Information Is Out of Date

If the guide shows old program information:

1. Use the player's guide refresh or EPG update option.
2. Allow the update to finish completely.
3. Wait 30 seconds.
4. Check the current program again.
5. If the guide is still stale, force close the player.
6. Wait 10 seconds, reopen it, and refresh the guide again.

Only Some Channels Have Guide Information

It is normal for some channels to have guide data while others do not.

If only a small number of channels are missing information:

1. Confirm the affected channels still play normally.
2. Refresh the EPG once.
3. Wait for the refresh to finish.
4. Check whether the missing guide information returns.

If the channels play normally but guide information remains missing, report the affected channel names to GWN TV Support.

Guide Shows the Wrong Program

If the channel plays one program but the guide lists something different:

1. Check whether the problem affects only one channel or several.
2. Refresh the guide.
3. Wait until the update completes.
4. Check the channel again.

If the mismatch continues, send support the channel name, the program currently playing, and what the guide says should be playing.

Guide Times Are Wrong

If program listings appear one or more hours early or late, the time zone setting may be incorrect.

1. Check the date, time, and time zone on your streaming device.
2. Make sure automatic date and time are enabled if your device supports them.
3. Make sure the device is using your correct local time zone.
4. Restart the IPTV player by force closing it.
5. Wait 10 seconds.
6. Open the player and refresh the guide again.

Guide Update Appears Stuck

If the EPG update starts but never seems to finish:

1. Wait at least 2 minutes before assuming the update is stuck. Large channel lists can take time to process.
2. If there is still no progress, force close the IPTV player.
3. Wait 10 seconds.
4. Reopen the player.
5. Try the guide update again.

If the player repeatedly freezes during guide updates, restart the streaming device.

Restart the Streaming Device

1. Close or force close the IPTV player.
2. Power off the streaming device.
3. If unplugging it from power, leave it unplugged for at least 30 seconds.
4. Reconnect the power.
5. Wait until the device has fully restarted.
6. Open the IPTV player and refresh the guide again.

Internet Problems Can Affect Guide Updates

If the TV guide will not update and other internet services are also slow or unstable:

1. Check whether other apps or websites are working normally.
2. If your entire internet connection appears unstable, power-cycle your modem/router.
3. Unplug the modem/router from power for at least 60 seconds.
4. Plug it back in.
5. Wait until normal internet access is fully restored. This may take several minutes.
6. Open the IPTV player and run the EPG update again.

Clearing Cached Guide Data

Some IPTV players allow you to clear or reset cached EPG data.

If your player provides this option:

1. Clear or reset the existing guide data.
2. Force close the player.
3. Wait 10 seconds.
4. Open the player again.
5. Run a fresh EPG update.
6. Allow the update to complete before opening the guide.

Before Contacting Support

Please have the following information ready:

• The device you are using
• The IPTV player you are using
• The player version, if known
• Whether live channels are playing normally
• Whether the guide is completely empty or only missing on certain channels
• The names of any affected channels
• Whether the guide is missing, outdated, showing the wrong program, or displaying the wrong time
• Whether you refreshed the EPG
• Whether you force closed the player
• Whether you restarted the streaming device
• Any error message displayed by the player