Support & Troubleshooting Guide
Step-by-step resolutions for common technical issues. Follow the instructions carefully for your specific device and problem.
Network Troubleshooting Guide
(iOS & Android)
iOS
Reset Network Settings
- Settings > General > Transfer or Reset iPhone
- Tap Reset > Reset Network Settings
- Enter passcode and confirm
- Reconnect to Wi‑Fi after restart
Change Wi‑Fi DNS
- Settings > Wi‑Fi
- Tap ⓘ next to connected Wi‑Fi
- Configure DNS > Manual
-
Add 1.1.1.1 and 1.0.0.1
OR
Add 8.8.8.8 and 8.8.4.4 - Tap Save
Use Proton VPN
- Install Proton VPN from App Store
- Sign in and allow VPN permissions
- Tap Quick Connect
- Check if issue is resolved
Android
Change DNS (Private DNS)
- Settings > Network & Internet
- Tap Private DNS
- Select Private DNS provider hostname
- Enter dns.google or one.one.one.one
- Tap Save
Reset Network Settings
- Settings > System > Reset Options
- Tap Reset Wi‑Fi, Mobile & Bluetooth
- Tap Reset Settings
- Reconnect to Wi‑Fi
Use Proton VPN
- Install Proton VPN from Play Store
- Sign in and allow permissions
- Tap Quick Connect
- Check if issue is resolved
Video Troubleshooting Guide
Videos may fail to load or play due to corrupted network settings, privacy features interfering with streaming, or cached app data blocking playback.
Try the fixes below in order. Start with network reset as it resolves the issue in most cases.
- Tap Network reset
- Confirm reset
- Restart device
- Turn Limit IP Address Tracking → Off
- Turn Private Wi-Fi Address → Off
- Tap Clear storage & data
- Confirm deletion
- Restart app
- Note: All downloaded videos will be deleted
This issue may occur due to Widevine (L1 certificate) not being properly linked or updated on the device.
Update the Widevine certificate via the hidden CIT hardware test menu on your Xiaomi device.
Go to Settings → About Tablet → Detailed Info & Specs
Tap Kernel Version 5–7 times until you enter the CIT (Hardware Test) Menu
Scroll down to Security Certificate Update / Widevine
Tap on Update Certificate
Restart your device
Sometimes network errors occur if the Date & Time or Time Zone on the device are not set correctly.
Check and update your date, time, and region settings to ensure they are configured correctly for India.
Go to Settings → Date & Time
Ensure Automatic Date & Time is turned ON
Ensure Automatic Time Zone is turned ON
The Region should be set to India
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