Ask which step failed
Open the Cast menu in the phone app. A receiver that never appears is a different symptom from a receiver that appears and then shows a playback error. Make sure the phone and receiver are on the intended local network, and repeat the menu check with another supported app before changing the IPTV account.
Compare one working and one failing path
| What you see | Next useful test |
|---|---|
| The receiver is missing in both apps | Check network selection and the receiver's availability on the local network. |
| The receiver appears in one app | Check the other app's Cast support and platform permissions. |
| The receiver is selectable but no picture plays | Try a known supported item and check where the source stops. |
| Both items play until the phone locks | Record whether playback on the receiver or the controller connection stops. |
Decide what to put in the report
Include the receiver model, the device running the app, app version and which step failed. State whether playback works on the phone itself. Keep the selected programme and test time in the note. This helps support reproduce the handoff without needing your account address or credentials.