So I decided to throw together a guide for troubleshooting recording issues in PlayOn based on my previous experiences to try and help out both the users and the tech support. Hopefully the below helps. I will try to add to/edit as more information comes my way.
Before attempting the below steps, first validate that your login credentials are working via the PlayOn settings by clicking Test and fix any issues. If you get an error for Amazon saying that your need to revalidate your account or that you need to authorize it with 2FA when checking this, read the section regarding Amazon below.
Recorded in Chrome (For Example: DirecTV Now)
- First check if you can play the video from PlayOn, if you can go on to step 5. If you can not check step 2.
- Can you play the same video on Google Chrome? Even if you do not use Chrome, PlayOn uses Chromium to record for channels that only support Chrome - like DirecTV Now. If yes, go on to step 4. If not check step 3.
- Clear Cookies and Cache in Chrome - press CTRL + Shift + Delete at the same time, select from the beginning of time from the dropdown, make sure “Cached Images and Files” and “Cookies and other site data” is selected, and click Clear Browsing Data. Restart the browser and navigate to the video again, does it play? If yes, go on to step 4. If not check your internet connection/firewall/virus scanner/subscription.
- Try to play the video again from PlayOn. Does it work? If it does not, go on to step 5. If it does, try to record again. If that fails go on to step 5.
- Download visible.mmt (http://s000.tinyupload.com/?file_id=00007154148356724369) and place the file in the directory Program Files\MediaMall or Program Files(x86)\MediaMall on a 64 bit PC. Open PlayOn Settings, then click the Stop button if the server is running and then click the Start button. Try to record the video again. When the recording starts a window should pop up with the video player (it may show up behind PlayOn, so minimize PlayOn and any other items on your screen). Does the video show? If so, it should now work go on to the “Clean Up” step. If not, try step 6.
- Go to https://get.adobe.com/flashplayer/otherversions/ then select the Windows version you are running and select “Flashplayer xx for Opera and Chromium” (where xx is the highest number) then install. Now try to record the video again via PlayOn. You should still see the Video Player pop up from step 5 (we have not removed it yet). Does the video show? If so, it should now work go on to the “Clean Up” step. If not, try step 7.
- Navigate to %PROGRAMDATA%\MediaMall\Cef and delete the Cache folder. Then open PlayOn Settings, then click the Stop button if the server is running and then click the Start button. Now try to record the video again via PlayOn. You should still see the Video Player pop up from step 5 (we have not removed it yet). Does the video show? If so, it should now work go on to the “Clean Up” step. If not, wait 60 minutes and try again - if it still does not work after that go on to step 8.
- Open PlayOn Settings, then click the Stop button if the server is running and then click the Start button. Try to reproduce the issue again just one time (click record and let it fail). Open PlayOn settings again and click the Support button. When you submit the ticket give a rundown of what the issue is and that you followed this guide.
Clean Up Step Go to the directory that you put the visible.mmt file in (Program Files\MediaMall or Program Files(x86)\MediaMall on a 64 bit PC) and delete ONLY visible.mmt. Open PlayOn Settings, then click the Stop button if the server is running and then click the Start button. The video player should no longer appear.
Recorded in IE (For Example: Amazon, Netflix, Hulu) (If you are having issues with Amazon saying that your need to revalidate your account or that you need to authorize it with 2FA check the next section that is specific to this issue)
- Open PlayOn Settings, then click the Stop button if the server is running, then HOLD SHIFT+ALT and click Start. Keep holding SHIFT+ALT until a Internet Explorer window opens (please note this IS NOT the same as just opening IE from windows - it has to be opened following these steps). In this window, navigate to the site matching the channel you are trying to record from and try to play the video. If it does not work, move on to step 2. If it does work, attempt to record the video again with PlayOn. If it still does not work, move on to step 2.
- IF you closed the IE window from step 1, follow the steps to get it open again. Press CTRL+SHIFT+DELETE at the same time. Uncheck “Preserve Favorites website data” if it is checked and make sure that “Temporary Internet Files and website files” and “Cookies and website data” are checked, then click Delete. Once it is finished, close the IE window and then open PlayOn Settings, then click the Stop button if the server is running, then HOLD SHIFT+ALT and click Start. Keep holding SHIFT+ALT until a Internet Explorer window opens and then navigate to the site matching the channel you are trying to record from and try to play the video. If it does not work, move on to step 3. If it does work, attempt to record the video again with PlayOn. If it still does not work, move on to step 3.
- IF you closed the IE window from step 2, follow the steps from step 1 to get it open again. Navigate to https://get.adobe.com/flashplayer and install. If you are using Windows 10 you do not need to install as it is integrated with IE but follow the directions displayed when you visit the link to verify that Flash Player is enabled. Once it is finished, close the IE window and then open PlayOn Settings, then click the Stop button if the server is running, then HOLD SHIFT+ALT and click Start. Keep holding SHIFT+ALT until a Internet Explorer window opens and then navigate to the site matching the channel you are trying to record from and try to play the video. If it does not work, move on to step 4. If it does work, attempt to record the video again with PlayOn. If it still does not work, move on to step 4.
- IF you closed the IE window from step 3, follow the steps from step 1 to get it open again. In the IE window that is now open, Click Tools > Internet Options > Advanced tab > click Reset and then click Reset on the popup that opens. Do the same steps for the user account by opening IE from the Windows Start menu and then restart your computer. Then open PlayOn Settings, then click the Stop button if the server is running, then HOLD SHIFT+ALT and click Start. Keep holding SHIFT+ALT until a Internet Explorer window opens and then navigate to the site matching the channel you are trying to record from and try to play the video. If it does not work, move on to step 5. If it does work, attempt to record the video again with PlayOn. If it still does not work, move on to step 5.
- Open PlayOn Settings, then click the Stop button if the server is running and then click the Start button. Try to reproduce the issue again just one time (click record and let it fail). Open PlayOn settings again and click the Support button. When you submit the ticket give a rundown of what the issue is and that you followed this guide.
Amazon Login Errors If you are having issues with Amazon saying that your need to revalidate your account or that you need to authorize it with 2FA follow the steps below.
- Open PlayOn Settings
- Click the Stop button if the server is running
- HOLD SHIFT+ALT and click Start - Keep holding SHIFT+ALT until a Internet Explorer window opens
- Go to Amazon.com
- Click Sign In
- Enter your login credentials
- IMPORTANT: Click Keep me signed in
- Click Sign In
- If it prompts you to enter a code, go to your email, get the code and enter it (Do not enable 2FA)
- Navigate to any Amazon Prime video and play it
- Close the IE window
- It should work now and should continue to work until your IP address changes. Please note that some ISP’s change your IP address frequently (like CenturyLink) - you can contact them and ask that they make your modem’s IP address static (that it is not on a rotation list). If they ask for a reason, advise them that you need it to be static to connect to a remote server as the remote server only allows pre-set IP addresses to connect.