The 60-second checklist
When Krooz TV stops working, do these four things in order: restart the device (unplug it for 30 seconds), test a second channel to see whether one channel or everything is affected, check your internet by playing a YouTube video in HD, and check your line has not expired or hit its screen limit. If everything fails on every channel after that, message support on WhatsApp with your device, player and the channel name — we usually reply within minutes.
Is Krooz TV down right now?
Before assuming the service is down, narrow it down. It takes a minute and tells support exactly where to look:
| What you see | What it usually means | What to do |
|---|---|---|
| One channel fails, others play | That feed is down at source | Use another version of the channel (FHD/HD/backup) and tell us |
| Everything fails on one device | A device or player issue | Restart, clear the player cache, or try another player |
| Everything fails on every device | Your connection, your line, or the server | Test on mobile data; if it still fails, message support |
| Works on mobile data, not home Wi-Fi | Your router or your ISP | Restart the router; ask support about a different server URL |
If you suspect an outage, ask support. We will confirm whether there is a known issue and roughly when it will be fixed.
Krooz TV keeps buffering
Measure your speed on the TV itself
Run a speed test on the streaming device, not your phone. Aim for 25 Mbps for 4K and 10 Mbps for FHD per screen.
Go wired if you can
An ethernet cable (or an ethernet adapter on Firestick) fixes more buffering than any setting. On Wi-Fi, use the 5 GHz band and move the router closer.
Pick a lighter stream
If a 4K channel buffers, choose the FHD or HD version of the same channel — most big channels have several.
Adjust the player
Set the decoder to hardware, raise the buffer size if your player has one, and close other apps running in the background.
Check for peak-hour slowdowns
If buffering only happens in the evening, your internet provider may be congested. Tell support — we can suggest an alternative server URL.
Krooz TV keeps freezing or crashing
- Clear the player cache (Settings → Apps → your player → Clear cache). Do not clear data unless you want to sign in again.
- Free up storage. Devices with under 500 MB free — very common on older Firesticks — freeze constantly. Uninstall apps you do not use.
- Update the player to its latest version from its official source.
- Let the device cool down. Sticks behind a TV can overheat; an HDMI extender helps.
Black screen, sound but no picture
This is a decoding problem, not a server problem. In the player’s settings, switch the decoder from hardware to software (or the other way round). If one channel shows black while others work, it may be an HEVC/4K stream your device cannot decode — choose the FHD or HD version instead.
Login failed, “invalid credentials” or “account expired”
- Re-type the details from your activation message. Usernames and passwords are case-sensitive, and a trailing space breaks them.
- Check the server URL includes “http://” and the port number exactly as sent.
- Check your expiry date in the player’s account screen. Renew from the pricing page if it has lapsed.
- Too many screens? “Max connections reached” means more devices are streaming than your plan allows. Close the player on another device, or upgrade the number of screens.
The TV guide (EPG) is empty or wrong
Open the player’s settings and choose Update EPG or Refresh guide, then give it a few minutes. If times are shifted, set the correct time zone on the device and in the player. Some smaller channels simply do not publish guide data.
M3U playlist not working
If an M3U link stops loading, switch to an Xtream codes login (username, password and server URL) where your player supports it — it is more reliable and loads films and series too. On Smart TV players that only accept M3U, re-upload the link on the app’s website and restart the TV app.
Krooz TV not working on Firestick
Firestick issues are usually storage, Wi-Fi or an outdated player. Run through the freezing and buffering fixes above, check Settings → My Fire TV → About → Storage, and reinstall the player if needed. The Krooz TV Firestick guide covers a clean install step by step.
Still not working? What to send support
Message us on WhatsApp and include the following — it lets us fix things in one reply instead of five:
- Your username (never send your password in a group)
- The device and player you use
- The exact channel name and time it failed
- A photo of any error message
Other ways to reach us are on the Krooz TV support page.