Troubleshooting thmanyah App Stream Issues

You may occasionally experience an issue while watching a live match on thmanyah app, such as a black screen, buffering, or the stream stopping unexpectedly. Most of these issues can be resolved with a few quick steps in less than a minute. Follow the solutions below based on the issue you are experiencing.

Applies to: Mobile apps (Apple, Android, and Huawei), smart TVs, and the website.

Start with these steps

These steps resolve most live streaming issues. Try them in order:

1. Fully close thmanyah app, then open it again.
2. Update the app to the latest version from your app store if it is not already up to date.
3. Make sure your internet connection is stable and move your device closer to the router.

If the issue continues, follow the relevant solution below.

1. Solutions by issue

1.1 Black screen with no video or audio — identify your situation first

Scenario 1: A loading indicator appears on the black screen

1. Wait briefly for the stream to finish loading.
2. Check your internet connection.

If the loading indicator continues for more than one minute, follow the steps under Scenario 2.

Scenario 2: No loading indicator appears on the black screen

1. Fully close the app, reopen it, and start the stream again.
2. Update the app to the latest version.
3. On the website, try another browser and restart the stream.
4. Open another screen in the app, then return to the match.

1.2 Buffering, freezing, or poor video quality

The video or audio may keep cutting out during the stream, or the viewing quality may drop.

1. Check your internet speed and refer to the recommended speeds table below.
2. Close any apps or downloads running in the background on your device or network.
3. Fully close the app, reopen it, and start the stream again.

1.3 The app freezes or closes unexpectedly during streaming

The app may close on its own when the live stream starts or while it is loading.

1. Fully close the app, then open it again.
2. Update the app to the latest version.

ℹ️ For Android devices, including phones, tablets, and smart TVs: clear the app cache by going to: Settings → Apps → thmanyah → Storage → Clear cache

ℹ️ For TVs and devices running web-based environments (webTV), such as LG webOS, Hisense VIDAA, Samsung Tizen, and PlayStation.

3. fully close the app by pressing and holding the Back button on your remote, then reopen it.
4. Reinstall the app if the issue continues.

1.4 No video appears when mirroring to the TV

ℹ️ Screen sharing is commonly called Screen Mirroring on Apple devices and Casting on Google devices.

• From an Android device: use Cast to display the content on a screen running Android TV or Google TV, or through a Chromecast-compatible device.
• From an iPhone or iPad: use AirPlay to display the content on an Apple TV or an AirPlay-compatible screen.

If you can hear the audio on the TV but cannot see the video:

1. Make sure you are using a screen-sharing method supported by both your device and TV.
2. Update thmanyah app to the latest version.
3. End the casting or AirPlay session, fully close the app, and reopen it.
4. Start the content again, then reconnect to the TV.

1.5 A message says the content is only available in Arab countries

You may see the message, “Sorry, this content is only available in Arab countries,” even though you are within the supported region.

1. Turn off any VPN running on your device.
2. Fully close the app and update it to the latest version.
3. Make sure your current location is within the Arab countries.

1.6 You are automatically signed out during the match

The app may automatically sign you out shortly after signing in.

1. Update the app to the latest version on both your mobile device and smart TV.
2. Fully close the app, then sign in again.

1.7 Unable to link your TV using the QR code

If you are unable to link your account after scanning the QR code displayed on your smart TV, follow these steps:

1. Refresh the linking page, then scan the QR code again using your phone's camera.
2. Open the link that appears on your phone.
3. Approve the TV sign-in request through thmanyah app.
4. If the linking process is not completed, use the six-digit code:
Account → Linked Devices → Add New Device → Enter the code shown on your TV → Confirm Code.
5. If the issue continues, make sure your TV is connected to the internet and is running the latest version of thmanyah app. Then remove the TV from Linked Devices and try again.

Recommended internet speeds

Live streaming requires a faster and more stable internet connection than on-demand content. A wired connection or staying close to your router is recommended.

The following are approximate minimum recommended speeds for the available video qualities, depending on your subscription plan:

When to contact Customer Support

If you have tried the steps above and the issue is still not resolved, contact Customer Support. Have the following information ready to help us resolve the issue faster:

1. The email address or mobile number associated with your account.
2. The type of device you are using and its version, including the phone, tablet, or smart TV model and software version.
3. The time the issue occurred and the name of the match.
4. A video or screenshot showing the issue.
5. Your internet speed, internet service provider, and connection type, such as fiber, mobile data, 4G, or 5G.

FAQ

1. Why do I see a black screen when I start a match?
If you see a loading indicator on the black screen, the issue is often related to a weak or unstable internet connection. If the screen is black without a loading indicator, it may be caused by an outdated app version or an unstable connection.

Fully close the app, make sure it is up to date, check your internet connection, then start the stream again.

2. What internet speed do I need for live streaming?
Around 10 Mbps is generally sufficient for high-quality streaming. For a more stable experience, use a wired connection or stay close to your router.

3. The stream keeps buffering even though my internet is fast. What should I do?
Close apps running in the background, move your device closer to the router, then restart thmanyah app.

4. I can hear audio on my TV but cannot see the video when mirroring. What should I do?
Update the app and, where possible, play the stream directly through thmanyah app on your smart TV instead of mirroring your screen.

5. I see a message saying the content is only available in Arab countries even though I am in one. Why?
Turn off any VPN running on your device, then restart the app. If the message continues to appear, contact Customer Support.

6. How can I link my account to the TV without using the QR code?
Use the six-digit code from:
Account → Linked Devices → Add New Device.

7. The match replay is delayed. When will it become available?
The replay is usually made available shortly after the match ends. If it takes longer than usual, contact Customer Support.