What should I do if I encounter technical problems?

My film will not start
We understand that it is very disappointing when you are all settled on the couch and the film will not start. Before you throw the remote control out the window, we recommend that you follow the steps below.

1. Try starting the film on another device. If this works, follow the steps below
   
2. Remove the Pathé Thuis app from your Smart TV and reinstall it. Then try starting the film again
   
3. If it still does not work, perform a Smart Hub reset or delete your internet cache. How to do so depends on your Smart TV. Click here
   
4. When you have gone through all the steps, try starting the film again
   
5. Still nothing? In that case, your software may need an update. We have noticed that this is the solution often!
6. Click here to follow the steps
   
7. Now try playing the film again. If this does not work, contact us via our contact page.

 

My film is buffering
We understand that it is frustrating when your film has to load constantly. Especially with a cliffhanger. Hopefully we can solve this problem for you quickly with the steps below.

Pathé Thuis uses adaptive streaming. This means that the quality of the film adapts to your network connection.

1. Check the internet speed via speedtest.net/nl.
   4.0 megabit per second – recommended for SD quality
   8.0 megabit per second – recommended for HD quality
2. Is your connection fast enough? Great! Is your TV connected to your internet with a cable? We recommend doing so, because the Wi-Fi signal from your TV is often not strong enough to transmit the actual MBs.
   
3. If your TV is already connected to your router/modem with a cable, it is best to reset it. (Switch off for 30 seconds)

Is your film still loading after executing all these steps? Please contact us via our contact page.

 

My film stops while playing
A stable internet connection is important when streaming a film. If you do not have one, your film may stop. Read and follow the steps below carefully.

1. Check your internet speed via speedtest.net/nl
   4.0 megabit per second – recommended for SD quality
   8.0 megabit per second – recommended for HD quality
   
2. Connect your TV to your internet with a cable. Connecting via Wi-Fi costs MBs and you need a stable connection to stream a film.
   
3. Try watching the film again. Are you still having problems? Reset your router/modem (switch it off for 30 seconds)

Does the film still stop after following these steps? Please contact us via our contact page.

 

My film is of poor quality
Because of the use of adaptive streaming, the image quality adapts based on your internet connection.

1. Check the speed of your internet via speedtest.net/nl
   4.0 megabit per second – recommended for SD quality
   8.0 megabit per second – recommended for HD quality
   
2. Connect your TV to your internet with a cable. Connecting via Wi-Fi costs MBs and you need a stable connection to stream a film.
   
3. Try watching the film again. Does the quality not improve? Then reset your router/modem (switch off for 30 seconds)

Do you notice that despite these steps the image quality of the film does not improve? Please contact us via our contact page.

 

My film has no/bad sound
Do you notice that the film has bad or no sound? Then follow the steps below.

1. Check whether the trailer has sound.
   
2. Do you happen to have external speakers connected? Most films have stereo sound. You can only use your home cinema set if the film has a 5.1 label. Devices such as a projector or a soundbar do not always transmit the (5.1) sound properly. If the film does not play sound with the external speakers, you could watch the film without speakers.
   
3. Start the film on another device. Do you have sound there? Then follow the steps below. Does the film have no sound there either? Please contact us via our contact page.
   

Do you have sound on another device? Follow the steps below to solve the problem.

1. Are the sound settings of your TV set to 'PCM'? Then set this to automatic. You can find this in your TV settings.
   
2. Are you using a media box from KPN? Then go to the settings of the TV and select the sound settings. Then select "Set audio quality" and select the option "Passthrough". Then test the film again. Do you still have no sound? Then also try the other options that can be seen when setting the audio quality. 
   
3. Are you using a Chromecast? Then adjust your audio settings to 'stereo only' in the Google Home app. Are you using a Google TV? Go to the settings and to sound settings. Then select “advanced sound settings” and choose “stereo only”.
   
4. Unplug the power cord and wait 60 seconds. Check if the film starts now and if not, continue to step 5.
   
5. Remove the Pathé Thuis app from your TV and reinstall it. Then try to start the film again.
   
6. If the sound still does not work, we will go for a Smart Hub reset or delete your internet cache. How to do so depends on your Smart TV. Click here.
   
7. When you have completed all the steps, try to start the film again.
   
8. Still nothing? Then your software may need a new update. We notice that this often is the solution! Click here to follow the steps.
   
9. Try to play the film again and check the sound

Still no or bad sound after all these steps? Please contact us via our contact page.