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How to troubleshoot add-on issues

If you encounter any issues with the plugin, we would like to know. But it helps if you can provide us with as much detailed information as possible.

Context matters

Unfortunately, even if the VRT NU add-on is the most reliable piece of software on this planet, it is not working in isolation. We depend on a working Internet connection, a reliable VRT NU infrastructure and a consistent Kodi setup.

• Is the issue reproducible ?

  • Yes ? Great, it means you can collect much more detailed information. Please increase logging.
  • No ? Collect the existing information, and any relevant context information wrt. what you were doing.

• Do you have a custom setup ?

  • Think of anything that may be out of the ordinary in your case. Using a proxy? Unreliable network? Older Kodi? Weared-out SD card? Disk full?

• Is your issue already reported ?

  • Check the existing Github issues for any existing open or closed issue that seems related. Maybe the cause is already known.

• Is your issue already fixed ?

  • Sometimes a newer version or the development version already has had changes or improvements in the code that caused the problem. For this reason you can try the latest development version to verify this.

Playback issues

Issues with video playback could be related to various mechanisms in the VRT NU add-on.

• DRM-related -- Some content is copy-protected, and influences playback
• Stream-related -- Depending on context, a different stream is selected for playback
• Subtitle-related -- Subtitles could be broken at the source, or incorrectly translated or placed
• Token-related -- Different content uses a different mechanism for authorization
• Network-related -- Your network or DNS may have configuration or reliability issues
• Bandwidth-related -- Your bandwidth or bandwidth-limitations may affect proper playback
• Subscription-related -- Popularity may cause oversubscription issues of VRT NU infrastructure
• API-related -- Changes to the VRTNU API may affect proper playback
• Cache-related -- In order to speed up the interface, certain requests are being cached
• Geo-related -- Some content can not be viewed outside Belgium or Europe
• Credential-related -- Your credentials may not allow playback, or require additional steps
• Kodi-related -- Playback requires a working Kodi, Widevine and inputstream.adaptive setup

Expert menu in Add-on Settings

The add-on has a few options to troubleshoot any issues at hand.

• Clear VRT tokens -- Clear any stored credentials from disk to force new tokens
• Refresh favorites -- Get the latest favorites from VRT
• Refresh watching activity -- Store resume points and watch later info at VRT
• Use menu caching -- Menu caching speeds up using the add-on, but could be the cause of issues
• Use local HTTP caching -- HTTP caching speeds up using the add-on, but could be the cause of issues
  • Invalidate local HTTP cache -- Get rid of any old caches still being used
• Use InputStream Adaptive -- Influence the stream-selection mechanism, MPEG-DASH vs HLS
  • InputStream Adaptive settings -- This configuration could influence proper playback
• InputStream Helper information -- Show information related to your setup
  • InputStream Helper settings -- A broken or missing Widevine could influence proper playback
• Log level -- Put this to Debug in order to get the most detailed information

Log level

When you encounter problems and you can reproduce them, it may help to increase the log level. For reporting issues we prefer to get Debug-level logging.

Add-on settings » Expert » Log level

Below is a list of log levels and what it entails to.

Log level	Description
Quiet	No logging, except errors
Info	Only logs what is being played
Verbose	Logs every plugin access and what is being played
Debug	Logs everything (caching, downloads, low level operations, etc.)

Kodi Settings

You can also get more context to what Kodi is doing by enabling Debug logging, go to:

Settings » System » Logging » Enable debug logging