USER GUIDE

If the Pro Streamz app is failing to launch or the IPTV Premium service is experiencing problems, please go to the App & IPTV Status section of this User Guide to check for known problems.  If there are no known issues, you should then follow the ‘Quick Fix Instructions’, as these steps will resolve most problems you may encounter.  If these steps do not resolve your problem, you should try other steps from relevant sections of the user guide.

If you are unable to resolve your technical difficulties using the guidance below, please submit a ‘Support Request’ with as much detail as possible regarding your technical issue.   

We will contact you within 4 hours of your request for support, between the hours of 8:30am and 7:00pm (Monday to Friday).

CLICK BUTTONS BELOW FOR RELEVANT GUIDANCE

GETTING STARTED

Welcome to Pro Streamz, the world’s leading home entertainment hub for streaming fanatics.  This user guide has been written to help you resolve any problems you may encounter when using our app.

In this first section of the user guide we will provide you with some basic information that will help you understand, navigate and use the Pro Streamz app.

The main menu provides access to all IPTV Premium and free to view content in the Pro Streamz app.  It also includes a search option in the top left corner of the screen and a settings cog to the top right of the screen.  On the left side of the screen are categories and genres (Movies & Series only).

The IPTV Premium service is a subscription service that includes a broad range of the very best ‘click-and-play’ Live TV & Sport, Movies and TV Series content.  These menu options take you to the IPTV Premium content:

  • Live TV
  • Sport
  • Adult
  • Music
  • 24/7
  • Movies
  • Series

All freely available content can be accessed by clicking the Kodi Builds or Apps Library menu options. 

The search function is used to find specific Movies and TV Series within the IPTV Premium service.  This function is used as an alternative to the SmartView recommendations that are organised into categories or genres.

It is recommended that searches are not too prescriptive and users allow for thing such as the use of numbers or numerals for multiple options, or the use of punctuation such as apostrophes or characters such as the ampersand and hypen etc.  This will avoid false empty results.

SmartView is a sophisticated algorithm that over time learns your viewing habits to make intelligent recommendations for you to watch.  It also combines this with the viewing behaviours of other users and it updates itself as new channels and on-demand content is added to the IPTV Premium system.

SmartView categories sit to the left side of the screen.  Initially you will only see the default categories, as the SmartView algorithms have no viewing behaviours to monitor.  However, each time you watch a Movie or TV Series for longer than 40 minutes, the algorithm begins to learn what you like to watch.  Once SmartView has enough information, 3 genres will be added to the left side of the screen, below the default categories.

Please click here for further information about Categories & Genres.

Within the settings menu, you can control the following:

  • Clock – Change between 12/24 Hour
  • Choose VPN Server
  • VPN On/Off
  • Applications – Access other Apps on your device
  • Wifi Settings – Connect to a different network
  • System Settings – Change settings for your device
  • Cancel Your VPN

TROUBLESHOOTING

This is likely to be due to your permissions not allowing the installation.  Please see the instructions below for resolving this:

Amazon Fire TV Devices:

  1. Go to: Settings > Applications > Manage Installed Applications > Pro Streamz > Clear Data > Clear Data > Launch Application
  2. Allow all permissions until your are asked to enter your e-mail address for activation of Pro Streamz
  3. If you do not receive your 4 digit PIN, check you entered your e-mail address correctly and check your spam folder
 

Google Android Devices:

  1. Go into settings and find Verify Apps or Google Protect and switch off this setting.  These settings are located in the Security & Restrictions section of device settings.  In newer devices you will find this section in Device Preferences.  You also need to switch on Unknown Sources in the same part section of device settings.
  2. Go to: Settings > Apps > Pro Streamz > Clear Data > Ok > Open
  3. Allow all permissions until your are asked to enter your e-mail address for activation of Pro Streamz
  4. If you do not receive your 4 digit PIN, check you entered your e-mail address correctly and check your spam folder

This is most likely because your device is blocking the installation of apps from unknown sources.  Please follow the instructions below to resolve this issue:

Amazon Fire TV Devices:

  1. Go to: Settings > My Fire TV > Developer Options > Unknown Sources > On
  2. No retry the installation


Google Android Devices:

  1. Go to the Settings for your device and find the Security & Restrictions section.  Here you need to switch on ‘Unknown Sources’ and also ensure Verify Apps or Google Protect are switched off.  For newer devices you will find the Security & Restrictions section in Device Preferences.
  1. This is message will be shown onscreen if you did not allow all permissions during the installation process or if your device has settings that block the use of apps not recognised by Google.  Here are the solutions:


Amazon Fire TV Devices:

  1.  From the Amazon home page, go to: Settings > Applications > Manage Installed Applications > Pro Streamz > Clear Data > Clear Data
  2. Relaunch Pro Streamz and ensure you authorise all requested permissions
 
Google Android Devices:
 
You need to switch off Google Protect or Verify Apps.  Your device will have one of these settings and you will find it in Security & Restrictions, which is found easily in older devices, but newer devices it could be in Device Preferences.

Please try the Quick Fix Instructions in the next section of this user guide, including switching your device off for 15+ minutes.  If that does not resolve the issue, please try the following solutions for your device:

Amazon Fire TV Devices:

  1. From the Amazon home page, go to: Settings > My Fire TV > Developer Options > ADB Debugging > On
 
Google Android Devices:
 
You need to switch off Google Protect or Verify Apps.  Your device will have one of these settings and you will find it in Security & Restrictions, which is found easily in older devices, but newer devices it could be in Device Preferences.

Sometimes users do not understand why Pro Streamz is asking for a payment after installation.  Here we explain why:

  1.  If you are a new user, we charge a minimum of £29.99 as a one-off payment for app access.  This minmum charge provides users with a large amount of free content and our technical support if it is needed.  The other payment options also provide access to our IPTV Premium service.
  2. If you already have an IPTV subscription and you are transferring from Pro Streamz v1 to the new version of Pro Streamz, then the app access charge is still payable.  Paying £29.99 retains your existing subscription expiry date.  However, by taking advantage of one of the special offers you, you can extend your expiry date by as much as 12 months for just £79.99 (saving £20).
  3. If already have an IPTV Premium subscription and you are trying to use a 2nd device, then you should contact us to request a discounted rate of £14.99 for each additional device.  Your IPTV Premium subscription will be available across all devices.
 
If you believe that you have already paid and should be allowed immediate access to the Pro Streamz app, please contact us here: support@prostreamz.tv.

This is most likely a technical glitch.  Please contact us here to get the issue fixed: support@prostreamz.tv

This is a common mistake users make.  Essentially, a single click on a main menu item will populate the default categories on the left side of the main screen, but if you click Live TV, Sport, 24/7 and Music main menu options again you will open up the TV Guide and the channel sub-categories.

PLEASE NOTE: Some Live TV menu options have more sub-categories than can be shown onscreen at one time, so after double clicking the Live TV menu option, it may be necessary to scroll down the list on the left side of the screen to see all options.

This happens if the internet connection to your device was interrupted.  Simply power you device off and on, then retry.

QUICK FIX INSTRUCTIONS

The Pro Streamz app is generally very stable, but from time to users can experience technical issues.  In most cases, problems can be fixed without any assistance from our technical support specialists. 

**The ‘Quick Fix Instructions will not resolved any Kodi Builds or Apps Library problems.  You should use the relevant sections in this User Guide instead**

Please do the following steps:

  1. Check Pro Streamz App & IPTV Status Update for any know problems if your issues relate t the IPTV Premium service.
  2. Check your device settings to ensure you are connected the internet.
  3. Go to: Settings > Applications > Manage Installed Applications > Pro Streamz > Clear Data > Clear Data
  4. If the problem has not been resolved, you should switch of your router and your device for 15 minutes, then try the Pro Streamz app again.
 
If the instructions above have not resovled your problem, please contact us here: support@prostreamz.tv

Please do the following steps:

  1. Check Pro Streamz App & IPTV Status Update for any know problems
  2. Check your device settings to ensure you are connected the internet.
  3. Go to: Settings > Apps > Downloaded Apps > Pro Streamz > Clear Data > Ok
  4. If the problem has not been resolved, you should switch of your router and your device for 15 minutes, then try the Pro Streamz app again.
  5.  

If the instructions above have not resovled your problem, please contact us here: support@prostreamz.tv

PRO STREAMZ APP & IPTV PREMIUM STATUS

If you are experiencing technical problems with the Pro Streamz App or the IPTV Premium service, it is possible that we are undertaking maintenance/improvement works or we have an issue of some kind.  Please check below for the current status our services.  

Sunday 25th November at 1:40am (GMT) – We have become aware fo some intermittent issues with our main server.  We have reported the issue to our server hosts and we await their response.  During this time you may experience loss of the IPTV service.

We are sorry for any inconvenience caused.

PLEASE NOTE: If there are no reported or known App & IPTV issues and you are experiencing any difficulties, please click here to go to the Quick Fix Instructions to resolve most problems that you might be experiencing.  If these instructions do not resolve your problem, please e-mail us here: support@prostreamz.tv

IPTV PREMIUM

IPTV is an optional service which offers far superior Live TV and On Demand content. We offer a range of plans to suit individual needs, costing as little as less than £2 per week. This service includes over 5,000 HD buffer-free channels which provide the very best in Sports, Movies, Documentaries, Kids, Music, International TV and much, much more. There is also an extensive and growing library of on-demand Movies and TV Shows which can accessed any time

This is a common mistake users make.  Essentially, a single click on a main menu item will populate the default categories on the left side of the main screen, but if you click Live TV, Sport, 24/7 and Music main menu options again you will open up the TV Guide and the channel sub-categories.

PLEASE NOTE: Some Live TV menu options have more sub-categories than can be shown onscreen at one time, so after double clicking the Live TV menu option, it may be necessary to scroll down the list on the left side of the screen to see all options.

If you are unable to get any channels in the IPTV Premium service, please do the following:

  1. Follow the Quick Fix Instructions in this User Guide
  2. Check the Pro Streamz App & IPTV Status in this User Guide
  3. Report the issue to us here: support@prostreamz.tv.

In this scenario you should report the exact channel name with sub-category name here: support@prostreamz.tv.  Where possible we will fix the channel within 4 hours and reply to your report.

It is possible, but unlikely to be an issue with the service.  It is more likely to be an issue with your own internet, device, setup or VPN service if you are using one.  See Buffering Issues in this User Guide.

Here are the various reasons this may happen and what to do:

  1. During a football match, occasionally buffering can be experienced if the game is particularly popular.  Please report the issue immediately here: support@prostreamz.tv.  After doing so, we receommend you seek an alternative channel for the game you wish to watch.  This website will help you find one: www.liveonsat.com.

Please note that if the TV schedule info is not listed, it does not mean that the channels are unavailable.  It is merely that the 3rd party TV schedule information has not been downloaded by the app.  In this scenario, you simply click on the channel name to launch your chosen channel.  Please also report the issue here, so we can get the TV Guide schedule fixed: support@prostreamz.tv.

On accasion there can be issues with the audio source for the content you wish to watch.  Please report the issue here, so we can seek to find an alternative source: support@prostreamz.tv.

On accasion there can be issues with the video source for the content you wish to watch.  Please report the issue here, so we can seek to find an alternative source: support@prostreamz.tv.

This can happen for the following reasons:

  1. There is a problem with the source.  Please report it here, so we can use an alternative source and report the problem to our provider: support@prostreamz.tv.  Please tell us the exact name of the channel and channel sub-category or the exact name of the movie/tv series.
  2. Your device is not compatible with the video format.  This often happens if you try to watch a 4K movie and you are using a non-4K device.  In any event, please report the issue to us here: support@prostreamz.tv.

This is a problem that we are attempting to resolve, but it appears to be specifc to only a small number of Google Android TV boxes and it may be that our app developers are unable to resolve the issue.  To resolve this issue, please use a mouse with a scroll button as well as the L/R buttons.  This resolves the navigation issue and it is in fact a much easier way to navigate the Pro Streamz app anyway.

KODI BUILDS

The Kodi Builds Library is a collection of some of the best known Kodi setups which are available in the Kodi community.  These Kodi setups are provided by 3rd parties and we have no control whatsoever in terms of their reliability, their content and the addons that are included.

INSTALLING & UPDATING KODI BUILDS

Please follow these steps:

  1. To ensure no other media player apps or older versions of Kodi  interfere with the installation, please uninstall any of these apps that may be installed on your device: Kodi, KD Player, IPTV Player and Media Player.
  2. Click on the Kodi Build you wish to install, then click ‘DOWNLOAD’ and ‘INSTALL’ when prompted to install the latest version of Kodi.
  3. Once you are offered to ‘DONE’ or ‘OPEN’, you must click ‘DONE – DO NOT CLICK OPEN.
  4. Click ‘NEXT’ to install the Kodi Build to the Kodi Media Player you have just downloaded.
  5. After the Kodi Build has been installed, click ‘OPEN’ to begin using it.

Please follow these steps:

  1. Ensure the Kodi Media Player is closed to avoid the update failing at the end.  You close down Kodi by using the Power/Exit/Close option in the Kodi Build menu.  If you are unsaure how to do this, you should reboot your device by turning it off and on again.
  2. Once you are sure that you have closed Kodi, click on the Kodi Build you wish to update or change to and choose ‘INSTALL’

This can happen for the following reasons:

  1. The content you are looking for does not exist in the Kodi addon you are using, so you should try a different addon.  Alternatively, the content you are looking for is not yet available in Kodi, so you should try again ona weekly basis if it is too close to the release date.  
  2. The Kodi addon you are using is experiencing technical problems.  In which case, you shoudl try a different Kodi addon.
  3. Your Broadband Filter settings are switched on and blocking your content.  You should go to the ISP Blocking & Filters section in this User Guide.

If this happen repeatedly, it will mean that there is a fault with the addon you are using.  Alternatively, it will be that your Broadband Filter se

This is can be a good thing, as the stream sources are often good.  If you intend to do this, it is worth saving the pairing URL in your phone or tablet for quick paring.  The device you use to visit the pairing URL needs to be on the same internet network, as the paring process recognises your IP address.

If you woudl prefer not to go through the pairing process, you should simply click the back button once and do it each time you are offered a pairing source, until you get to a stream that does not require you to pair.

If you find that a particular addon requires pairing all the time, you should try another addon to prevent further frustration.

APPS LIBRARY

The Pro Streamz Apps Library is a collection of 3rd party streaming apps that can be used as alternative sources for Movies and TV Series.  The performance of each app varies and is outside of our control.  All of the apps within the Apps Library will provide a good range of content, but the quality will not be comparable to the IPTV Premium service.

Once you have clicked on the Apps Library option in the main menu, you will then be greeted with a library of 3rd party streaming apps.

To install one of the apps from the Apps Library, you simply click the app you wish to install, then follow the instructions for download and installation.

Some users may wish to access the installed app via the main menu of their device.  However, we do not recommend this, as you will be unaware of any updates we may have implemented.  

The correct way to launch an app you have installed from the Apps Library is to access it via the Apps Library main menu option within the Pro Streamz app.  Upon clicking the app you wish to launch, it will offer you to launch it or update it if we have implemented any updates since you last used the app.

We will periodically update apps within the apps library, however within some of the apps the updates are received automatically from the app creators.

If you notice that we do not have teh latest app versions in our Apps Library, please contact us here: support@prostreamz.tv.

INTEGRATED VPN

Our super-fast, secure and easy to use VPN service offers users the ability to stream with total peace of mind.  Utilising a network of VPN servers and military grade encryption, no-matter where you are located in the world, you can connect our VPN servers and stream securely, without the risk of hackers, snoopers and Internet Service Providers monitoring or blocking your access to content. 

Please navigate to the settings cog in the top right part of the Pro Streamz main menu.  Here you will find the option to subscribe to the VPN service.  Once you have paid, your app will automatically recognise that you are a subscriber.  You will not be sent or ever need a username or password.

To switch the VPN on/off, you do as follows:

  1. Select a VPN server from the settings menu (choose the server closest to your current location)
  2. Click the VPN on/off button

Once the VPN is switched on, the button will show as ‘on’ and a blue line will be shown to the right of the button.

If the VPN service will not connect, you should do the following:

  1. Reboot your streaming device
  2. If you experience continued problems, do not pay again and report the issue here: support@prostreamz.tv

To cancel your VPN subscription, you simply navigate to the settings cog.  A the bottom of the settings options you will see a VPN subscription cancellation link.  Once you click this the VPN service will be cancelled.  

CATEGORIES & GENRES

Pro Streamz uses algorthms to help you watch content that suits your personal preferences and interests.  The categories and genres will recommend content based on the content you view, others view and what new content is added to the IPTV Premium service.

  • The default categories that provide recommendations are as follows:

Live TV & Sport

  • Trending – Channels that over a period of time, are popular across our user-base
  • People Watching – Channels currently being viewed by our users
  • Recommended – Channels that are recommended on the basis of channels you regularly watch
  • Recent – Channels you have watched recently


Movies

  • Trending – Movies that are popular across our user-base
  • Latest – Movies that have been released recently
  • Now Playing – Movies that are currently being watched by our users
  • Top Rated – Movies that have a high IMDB rating
  • Recommended – Movies that you might like, based on your viewing habits
 

TV Series

  • Trending – TV Series that are popular across our user-base
  • Latest – TV Series that have been released recently
  • Watching – TV Series that are currently being watched by our users
  • Top Rated – TV Series that have a high IMDB rating
  • Recommended – TV Series that you might like, based on your viewing habits
  • New – TV Series that new

The SmartView algorithms learn what you like to watch.  Over time you will see 3 genres appear in the category menus on the left side of the screen for Movies and TV Series.  This will help you choose to watch more of the genres you enjoy most.

PERSONALISE YOUR MENU

We all have our own preferences and one of the really nice features of the Pro Streamz app is that the main menu categories on the left side of the screen can be re-ordered.  This will allow you to ensure that the content you are most interested in can be accessed more quickly.

To move categories up or down, you do the following:

  1. Navigate to the category you wish to move
  2. Navigate to the left of the category you wish to move, so the the < is highlighted
  3. Press the select/ok button on your remote twice to highlight the category in blue
  4. Move the category up/down to your desired position
  5. Press the select/ok button to confirm the new position

BUFFERING ISSUES

It is unlikely that you will experience buffering (screen freezing) with the IPTV Premium service, however it can be particularly prevalent with some of the free content within a Kodi Build or the apps in the Apps Library.

Below is some general advice you can follow to reduce your risks of buffering.  If you are using free-access content, please understand that there may be no solution to the buffering issues, as the probelm could be the source servers running slowly.

Below are the most likely cause of buffering:

  • Live TV & Live Sport Streams (free content)
    Free streams for Live TV and Sport are often very poor.  In part this is because the process of delivering stable streams is much more challenging than delivering on-demand content.  If you are experiencing buffering issues with free Live TV and Sport content you should try other streams and consider the other reasons for buffering below.  If problems continue, you should consider our IPTV Premium service.
  • Poor Broadband Speed
    We recommend your braodband speed be a minmum of 15mbps to use our services.  If you have a slower download speed, this could be the cause of your buffering issues.  You can check your broadband speed here: www.speedtest.net.  We recommend you conduct your broadband speed test whilst you are streaming to get a true reading.
  • You have not updated your ‘Kodi Build’ to the latest version
    See ‘Updating Your Build’ in the ‘Kodi Builds’ section of this guide.
  • The Kodi Addon/Stream Source you are using is experiencing difficulties
    Kodi Addon issues are not uncommon and they cannot be controlled.  In such circumstance, you should simply use other addons until such time as performance improves.
  • Your Broadband Filter Settings have been switched back ‘On’ by your ISP
    See the ‘ISP Blocking & Filters’ section in this User Guide.
  • Your device is receiving a poor WiFi signal
    Streaming devices need a stronger and faster connection than any other device you will use.  It is therefore advisable for you to use an ethernet connection if you own a streaming box or ensure that your router is as close to your streaming device as possible.  Reolocating your router is often well worth doing.
  • Your router needs to be rebooted
    It is always good practice to reboot your router every few weeks to flush out any performance issues.

Buffering can be extremely frustrating, particularly when you are unable to resolve buffering issues.  Here are the most common solutions to persistent buffering issues:

  • Change your internet provider, if your broadband download speed is less than 15mbps
  • Relocate your router if your streaming device is not located near to it.
  • If you are using a device that has an Ethernet port, connect your device to your router with an Ethernet cable.
  • If you are using a low-spec device, such as the first generation Fire TV Stick, change to a newer and higher spec device.

NAVIGATION ISSUES

The Pro Streamz app has been created to provide a user friendly experience, but there can be times when users experience navigation issues.  This can simply be because a user does not know to navigate the screen properly or it can be for other reasons.  Below you will find guidance for navigating the Pro Streamz app  or a solution to an issue with some devices.

We have become aware that certain Google Android TV boxes can experience navigation issues with our app, particularly when trying to navigate the TV Guide.  The solution is to buy a mouse that has a scroll button in the middle, as well as the standard L/R buttons.

We appreciate that buying a mouse controller as a remote may not be to a user’s liking.  However, please be assured that the use of a mouse controller instead of the standard Google Android TV box remote is much smoother and responsive.

You can buy a suitable wireless mouse controller from Amazon or eBay for as little as £6.

ISP BLOCKING & FILTERS

Internet Service Providers allow their customers to restrict access to content that may be unsuitable for their household.  ISPs also, often by default, implement filters that will block your access to content they deem unsuitable, which often includes streaming content we provide.

The very best way to prevent your ISP monitoring or blocking your access to any content, is to use a VPN service such as our own.  However, the first steps you should take are to switch off any internet filters that your ISP has switched on for you by default.  The following instructions will tell you how to switch off these ‘soft filters’.

Please click below to switch off BT Broadband filter settings:

Please click below to switch off EE Broadband filter settings:

Please click below to switch off Sky Broadband filter settings (you will need your SkyID login credentials):

You need to follow the instructions in Step 5 to switch off Sky Shield.  Click past the previous 4 steps to get to this step.

Please click below to switch off EE Broadband filter settings:

Please click below to switch off TalkTalk Broadband filter settings:

Please click below to switch off Plusnet Broadband filter settings: