Use this guideline to troubleshoot a case when the customer is having streaming problems.
The first thing is to identify if the customer is using a supported device, what error is being presented, and what problem is reported. If those steps couldn’t help, try the specific troubleshooting by device in this same section.
Identify if the customer is using a compatible device, the region where the subscription is from, and where he is trying to watch. Also, what error message or error code is being presented.
List of supported devices:
CA: https://www.dazn.com/en-CA/help/articles/supported-devices-homepage-canada
US: https://www.dazn.com/en-US/help/articles/what-are-dazn-supported-devices
GEL (UK, Ireland, New Zealand, Australia, India): https://www.dazn.com/en-GB/help/articles/supported-devices
GEL (Others): https://www.dazn.com/help/articles/what-are-dazn-supported-devices-gel:
Error codes: www.eraro.com adding the error code in this format: XX-XXX-XXX.
Live together: How to use Conviva
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Check information in Conviva
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We can see information about what the customer has viewed, on what devices, from what geographic areas, and through what Internet providers.
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The speed test will start automatically, and once the text turns black, the speed test is completed.
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Compare the number with the minimum requirements:
2. Restart the network
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Turn off, or unplug the Smart TV, Games Console, or Streaming Device.
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Unplug the modem and router from the mains power (If you do not have a router, unplugging the modem will be enough).
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Make sure everything stays unplugged for at least 30 seconds.
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Plug in the modem and wait until it is connected (no new indicator lights are blinking anymore). If there is a router, plug it in and wait until it is connected (no new indicator lights are blinking anymore).
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Turn on the Smart TV, Games Console, or Streaming Device and start DAZN again.
3. Connect the device directly to the modem
If using a wireless router to watch DAZN on some device, try connecting this device directly to the modem, bypassing the router and the wireless signal. That will help identify what’s causing the problem by eliminating the router or wireless connectivity as a possible cause. Please note that depending on the device, an extra cable/adapter might be needed to connect the device to the modem.
4. Improve Wi-Fi signal
Suggestions to improve Wi-Fi signal at home:
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Ensure the router is not near other wireless devices, as they can cause interference when connecting to the Wi-Fi.
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Move the router to a high position and ensure no obstacles around it. For example, a router below or behind furniture might cause problems.
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Move the router to a central location in your home, which will help you distribute the signal evenly in your home.
5. Go to specific device troubleshooting in this section to continue if nothing worked above!