Guides

Why is it loading?

A video that is slow to start or stops on "Loading…" almost always has one of three causes: your connection, your provider or your box’s Wi-Fi. Here is how to tell which, in a few minutes.

1. Is Oryon up?

Open the service status page. If everything is green, Oryon is not the cause: the video does not go through our servers, it comes straight from your provider to your screen.

2. The provider

The most common cause. Their servers often saturate in the evening and during big matches, and a channel or film can be unavailable on their side only.

In Settings → Sources, the tracking icon next to your source shows the last 30 days: successful playbacks, average start, speed received. If it drops while nothing changed at home, the provider is weakening.
If your subscription is already in use on another screen, Oryon tells you when playback starts: most subscriptions allow one screen at a time.
Try another title or channel: if those start, the problem is that title at the provider’s.

3. Your connection

Count about 5 to 8 Mb/s for HD and 25 to 40 Mb/s for 4K, sustained. Run a speed test on the box itself (not on your phone), while it is loading.

If someone downloads or watches something else at the same time, the speed is shared.
On a film’s page, pick a lighter version (HD rather than 4K) when several are offered.

4. The Wi-Fi

Weak Wi-Fi gives a speed that keeps changing: the video starts, then stops.

Best: an Ethernet cable (a small adapter is enough for a Fire TV).
Otherwise, connect the box to the 5 GHz network and move it closer to the router (walls and furniture cut a lot).

5. Settings that help

During playback, Settings → Technical information shows the speed received and the Read-ahead: "On storage" means Oryon is buffering ahead on disk, which is best.
If the picture freezes on one source while the sound goes on: Settings → Video decoding → Software (troubleshooting), then switch back to "Hardware" afterwards.
Keep some free space on the box: without it, read-ahead cannot happen.

Still stuck?

In the app, Settings → Support → Report a bug sends us what we need to understand (never your credentials). Or write to [email protected].

Oryon is a media player and provides no content. Streaming quality depends on your source and your connection.

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