Find the active input
Start from the running programme. Open the TV’s input menu and note the active source. If an HDMI device is selected, pause playback and use that device’s home button to identify the running app. If a built-in TV app is playing, open the TV’s own home menu and find the app there. HDMI control can cause a single remote to move both menus, so check which operating system you are looking at.
Record two routes
Find the player name and version on each route. Use the same account only if the provider permits it. Close the first stream, then open a matching programme on the second route. Compare the picture, audio and guide for the item. A difference can point to the player or output chain while leaving the account itself working.
Give the support question a clear subject
Write “built-in TV app” or name the connected box and HDMI input. Add the TV model, player and programme time. If the television flashes an HDR notice only on HDMI, note the moment it occurs. That detail helps distinguish a format change from a channel failing to open.