Subscription Sync and Provisioning Issues

Subscription Sync and Provisioning Issues

IPTVbp must stay synchronised with your IPTV panel. When they get out of sync -- a subscription shows "Active" in IPTVbp but is expired on the panel, or vice versa -- customers have a bad experience. This guide covers common sync issues and how to resolve them.

How Sync Works

IPTVbp is the source of truth for billing. The panel is the source of truth for streaming access. They stay in sync through API calls:

Event	IPTVbp Action	Panel API Call
New purchase	Creates subscription record	Creates user line with expiry
Renewal	Extends subscription expiry	Extends user line expiry
Suspension	Marks subscription as suspended	Disables user line
Reactivation	Marks subscription as active	Enables user line and sets new expiry
Cancellation	Marks subscription as cancelled	Disables or deletes user line

If any API call fails, the two systems get out of sync.

Issue 1: Subscription Active in IPTVbp, Expired on Panel

Symptom: Customer paid and IPTVbp shows the subscription as Active, but the customer cannot stream because the panel account has expired.

Causes:

• The renewal API call to the panel failed (panel was down, network error, API error).
• The panel was restored from a backup that predates the renewal.
• Someone manually changed the expiry on the panel.

Solution:

1. Go to the subscription in IPTVbp.
2. Click Sync to Panel (or Force Provision).
3. This calls the panel API to update the line expiry to match IPTVbp's records.
4. If the sync button fails, manually log into the panel admin and extend the line to match the correct expiry date.

Issue 2: Subscription Expired in IPTVbp, Active on Panel

Symptom: Customer's subscription expired and payment failed, but they can still stream because the panel account was not suspended.

Causes:

• The suspension API call to the panel failed.
• The panel does not support disabling lines (rare but possible with custom APIs).

Solution:

1. Check the IPTVbp error logs for failed suspension calls.
2. Manually disable the line in the panel admin.
3. Fix the underlying issue (panel connection, API permissions).
4. Re-test by suspending and reactivating a test subscription.

Issue 3: Provisioning Creates Line But Returns an Error

Symptom: IPTVbp shows provisioning failed, but checking the panel shows the line was actually created.

Causes:

• The panel created the line but the response was malformed or timed out before IPTVbp received it.
• A network interruption occurred between the API call and the response.

Solution:

1. Find the line in the panel admin and note the username and line ID.
2. In IPTVbp, go to the subscription and click Link Existing Line.
3. Enter the panel line ID and username.
4. IPTVbp will link the subscription to the existing panel line.
5. Resend the credentials email to the customer.

Issue 4: Duplicate Lines on Panel

Symptom: A customer has two or more lines on the panel for the same subscription.

Causes:

• The first provisioning appeared to fail, so IPTVbp retried and created a second line.
• A manual provisioning was done in addition to the automatic one.

Solution:

1. Identify which line is correct (the one linked in IPTVbp).
2. Delete the duplicate line(s) from the panel admin.
3. Verify the customer's credentials match the remaining line.

To prevent this, avoid manually creating lines in the panel when IPTVbp's provisioning queue shows the job as "retrying".

Issue 5: Credentials Mismatch

Symptom: The credentials in IPTVbp do not match what is on the panel.

Causes:

• Someone changed the password directly on the panel.
• A "Reset Credentials" action in IPTVbp failed to update the panel.
• The panel was restored from a backup.

Solution:

1. Check the current credentials on the panel.
2. In IPTVbp, go to the subscription and click Sync Credentials.
3. This pulls the current username/password from the panel and updates IPTVbp.
4. Alternatively, click Reset Credentials to generate a new password and push it to both systems.
5. Resend credentials to the customer.

Issue 6: Bulk Sync After Panel Migration

If you migrated to a new panel or restored from a backup, many subscriptions may be out of sync.

Solution -- Bulk Sync:

1. Go to Services > IPTV Panels.
2. Click the affected panel.
3. Click Bulk Sync.
4. IPTVbp will iterate through all active subscriptions and:
   • Verify each line exists on the panel.
   • Update expiry dates to match IPTVbp.
   • Flag any subscriptions that cannot be found on the panel.
5. Review the sync report for any issues that need manual attention.

Bulk sync can take several minutes for large customer bases. It runs in the background and sends a notification when complete.

Issue 7: Subscription Shows "Provisioning" Indefinitely

Symptom: The subscription never moves from "Provisioning" to "Active".

Causes:

• The provisioning job is stuck in the queue.
• All retry attempts failed.
• The worker process is not running.

Solution:

1. Go to System > Queues and check the provisioning queue.
2. If the job shows as "failed", click Retry to reprocess it.
3. If the queue is empty but the subscription is still in "Provisioning", click Force Provision on the subscription page.
4. Check that the background worker is running:

   pm2 status
   

   Restart if needed: pm2 restart iptvbp.

Preventive Measures

• Monitor provisioning success rate: Target 99%+. Set up alerts for failures.
• Do not modify panel lines manually: Always make changes through IPTVbp to keep systems in sync.
• Back up both systems: If you restore a panel backup, run Bulk Sync immediately after.
• Test after panel updates: Xtream UI and NXT updates can change API behaviour. Test provisioning after every panel software update.
• Keep logs: IPTVbp retains provisioning logs for 90 days. Use them to diagnose recurring issues.

Sync Status Indicators

In the subscription detail view:

Indicator	Meaning
Green check	IPTVbp and panel are in sync
Yellow warning	Minor discrepancy (e.g. expiry off by a few hours)
Red X	Out of sync -- panel state does not match IPTVbp
Grey dash	Could not reach panel to verify

Click the indicator for details and a Sync Now button.