Troubleshooting Common Issues

Troubleshooting Guide

Quick solutions to the most common issues vendors face. Use this guide to resolve problems quickly.

Panel Connection Issues

Problem: Cannot Connect to Panel

Error: "Connection timeout" or "Cannot reach panel"

Solutions:

1. Check Panel URL
   • Verify http:// or https:// is included
   • Include port number (e.g., :25500 for Xtream UI)
   • Example: http://123.45.67.89:25500
   • Try using IP address instead of domain
2. Test Panel Accessibility
   • Open panel URL in browser
   • If browser can't connect, panel is down or firewalled
   • Contact your panel hosting provider
3. Check Firewall Rules
   • Panel must allow incoming connections
   • Whitelist IPTVbp server IP if using IP restrictions
   • Check iptables/ufw rules on panel server
4. Verify Panel is Running
   • SSH into panel server
   • Check status: systemctl status xtream or pm2 status
   • Restart if needed: systemctl restart xtream

Problem: Authentication Failed

Error: "Invalid credentials" or "Authentication failed"

Solutions:

1. Verify admin username and password are correct
2. Try logging into panel directly to confirm credentials work
3. Check if API access is enabled in panel settings
4. For NXT Dashboard: Ensure API token is valid and has correct permissions
5. Reset admin password in panel if needed

Problem: "Packages Not Found"

Solutions:

1. Create at least one package/bouquet in your panel
2. Ensure package is active and not deleted
3. Click "Refresh Packages" in IPTVbp
4. Check panel logs for API errors

Subscription Provisioning Issues

Problem: Order Completes But No Subscription Created

Solutions:

1. Check Panel Connection Status
   • Go to Services → IPTV Panels
   • Verify status is green/active
   • Click "Test Connection" to verify
   • Fix connection if red/inactive
2. Review Error Logs
   • Go to Logs section
   • Filter by "provisioning" or "panel"
   • Look for error messages
   • Common errors:
     • "Package not found" - Package deleted in panel
     • "Insufficient credits" - Panel out of credits
     • "API error" - Panel API issue
3. Check Queue Status
   • Go to System → Queues
   • Check if provisioning jobs are stuck
   • Click "Retry Failed" to reprocess
   • Restart worker if jobs not processing
4. Verify Product Configuration
   • Open the product
   • Ensure panel is selected
   • Verify package mapping is correct
   • Check package ID matches panel

Problem: Credentials Not Sent to Customer

Solutions:

1. Check Email Logs
   • Go to Logs → Email
   • Search for customer email
   • Check delivery status
2. Verify Email Settings
   • Go to Settings → Email
   • Test SMTP connection
   • Check "From" email is verified
   • Ensure template is enabled
3. Check Spam Folder
   • Ask customer to check spam/junk
   • Whitelist your domain
   • Consider using dedicated email service (SendGrid)
4. Manually Resend
   • Go to subscription
   • Click "Email Credentials"
   • Confirm email sent

Payment Issues

Problem: Stripe Payments Failing

Common Causes & Fixes:

Error	Cause	Solution
Card Declined	Insufficient funds, fraud block	Ask customer to contact bank or try different card
Authentication Required	3D Secure needed	Customer must complete 3DS authentication
Invalid API Key	Wrong or expired API keys	Regenerate and update API keys in settings
Webhook Error	Webhook not configured	Add webhook endpoint in Stripe dashboard

Problem: PayPal Payment Pending

Solutions:

• eCheck: Takes 3-5 business days to clear
• Review: PayPal holding for verification - contact PayPal
• Incomplete: Customer didn't finish payment flow

Problem: Crypto Payment Not Confirmed

Solutions:

1. Check payment status in NOWPayments dashboard
2. Verify correct amount was sent (including network fees)
3. Wait for blockchain confirmations (varies by currency):
   • BTC: 2 confirmations (~20 min)
   • ETH: 12 confirmations (~3 min)
   • USDT: 12 confirmations (~3 min)
4. Check blockchain explorer for transaction status
5. Contact NOWPayments support if stuck

Renewal & Billing Issues

Problem: Subscription Not Auto-Renewing

Solutions:

1. Check Payment Method
   • Verify card is not expired
   • Check if card was declined
   • Ask customer to update payment method
2. Review Retry Schedule
   • System retries failed payments 3 times
   • Check retry logs in dashboard
   • Manually retry if needed
3. Verify Auto-Renew Settings
   • Check product has auto-renew enabled
   • Ensure customer didn't cancel auto-renew
   • Review subscription status

Problem: Customer Charged But Subscription Not Extended

Solutions:

1. Check webhook logs for payment notification
2. Verify webhook signature is valid
3. Manually extend subscription if webhook missed
4. Check payment gateway dashboard for confirmation
5. Review error logs for processing failures

Customer Portal Issues

Problem: Customer Can't Log In

Solutions:

1. Verify email address is correct
2. Check if account is active
3. Send password reset email
4. Check for typos in email
5. Clear browser cache/cookies

Problem: Credentials Not Working in Panel

Solutions:

1. Check if subscription is active (not suspended/expired)
2. Verify credentials in panel admin:
   • Log into panel admin
   • Search for username
   • Check account status and expiry
3. Reset credentials in IPTVbp
4. Test credentials in panel directly
5. Check for special characters in password

Performance Issues

Problem: Dashboard Loading Slowly

Solutions:

1. Clear browser cache
2. Check internet connection speed
3. Reduce date range on reports
4. Use filters to limit data shown
5. Contact support if persistent

Problem: Panel Connection Slow

Solutions:

1. Check panel server resources (CPU, RAM, disk)
2. Optimize panel database
3. Use faster panel hosting
4. Enable caching in panel
5. Use CDN for panel assets

Getting Help

Before Contacting Support

Gather this information:

• Exact error message (screenshot if possible)
• Steps to reproduce the issue
• When the issue started
• Affected customer email/ID
• Order/subscription ID if applicable
• Browser and version (if web issue)

Support Channels

• Knowledge Base: Browse Documentation
• Support Tickets: Create ticket in dashboard
• Live Chat: During business hours (9am-5pm EST)
• Discord Community: Get help from other vendors
• Email: [email protected]

Preventive Maintenance

Weekly Tasks

• Review error logs
• Check panel connection status
• Monitor failed payments
• Review open support tickets

Monthly Tasks

• Update payment gateway keys if expired
• Review and update products
• Analyze customer churn
• Backup customer data
• Test provisioning flow

System Status

Check platform status: System Status Page

• ✅ All Systems Operational
• 🟡 Degraded Performance
• 🔴 Service Outage

Subscribe to status updates to get notified of incidents.