If most programme-guide entries appear but one channel has no schedule, the pattern is different from an empty guide across the whole player. Keep the working guide data as a reference. A precise channel example can help support investigate the source or mapping without resetting the entire account.
Identify the exact entry
Record the full channel label, category and regional or quality suffix. Similar entries may not use the same guide mapping. Check whether the channel plays normally and whether the missing schedule affects today, a particular time range or every date offered by the player. Include your local date and timezone in the note.
Compare without changing the whole setup
Look at another channel in the same group and another version of the affected channel if one is present. Use the player’s supported guide refresh once if appropriate, then allow it to complete. Avoid repeated full profile imports while other guide data already works. Keep a screenshot of the missing area with account details hidden.
Report the scope clearly
Tell support that the issue affects one specified listing while other schedules load. Include the player version and whether a refresh changed the result. If programme times are shifted rather than absent, describe that as an offset problem instead. The distinction helps avoid unnecessary timezone changes that would make working channels appear wrong.
Your checklist
- Capture the complete channel label and affected date range.
- Compare another guide entry in the same player.
- Report missing data separately from shifted programme times.
What to take away
A partial EPG problem benefits from a precise example. Preserve the working guide configuration while you identify which channel, version and time range need attention.