Kastoo
When a channel or a movie has sound but the screen stays black, or has a picture but no sound, it is hardly ever a fault. Usually the video or audio comes in a format your device cannot play, or the selected audio track is not the right one. These are the cases and how to fix them.
First: is it one thing or everything?
- Just one channel or movie: the problem is with that broadcast. Try again later; if nothing changes, tell your provider, since they are the ones broadcasting it.
- Everything: then it is not the format. Check that your list has not expired and that you are not using it on another device at the same time. We explain it in the list will not load or shows an error.
Picture but no sound
1. Change the audio track
Many movies and some channels come with several audio tracks (languages, original version, audio description). If the selected one is empty or not the one you expect, you will hear nothing. In Kastoo, while watching something, open the player buttons and press “Audio” to choose another one. If the content only has one, the app tells you.
2. Dolby or DTS audio on a computer
Browsers (Chrome, Edge) cannot play the Dolby (AC-3, E-AC-3) or DTS sound that some movies come with. With the Kastoo extension on a computer, the app warns you when this happens. On the TV, on a TV box and on Android, the same content plays with sound.
3. The soundbar or AV receiver
If you use a soundbar or a receiver over HDMI or optical, try setting it to PCM or stereo mode in the sound settings of the TV or TV box. Some older equipment does not accept certain multichannel formats.
Sound but no picture
1. A video format your device does not support
Channels in HEVC (H.265), in 4K or with HDR need a device that supports them. Older TVs and basic TV boxes may play the sound and leave the picture black. If it only happens with the 4K or “HEVC” channels in your list, use the HD version of that channel.
2. Use another player on Android
On Android you can open movies and series with another player you have installed, such as VLC or MX Player: in Kastoo, Settings → Player for movies and series. Sometimes a different player includes codecs the device does not have.
3. Restart the device
If it used to work and suddenly does not, unplug the TV or TV box for a minute. TVs with “quick start” do not restart when you switch them off with the remote, and the video decoder sometimes gets stuck.
| Symptom | Most likely cause | What to do |
|---|---|---|
| Picture, no sound | Empty audio track or one in another language | The player’s “Audio” button |
| No sound only on the computer | Dolby or DTS audio | Watch it on the TV or on Android |
| Sound, black screen on 4K channels | HEVC or 4K not supported | Use the HD version of the channel |
| Nothing works | Expired list or connections | Check your subscription |
Frequently asked questions
Why does it play on my phone but not on the TV?
Each device has its own decoders. A modern phone usually supports more formats than a TV from a few years ago.
Can Kastoo add codecs?
The video is decoded by the device itself. On Android you can use another installed player; on everything else, the format has to be supported by the device.
Will updating the TV fix it?
Sometimes, yes: system updates can add support for more formats. It is worth keeping it up to date.
Free for 15 days with all features, no card needed. One licence covers 3 devices.
Kastoo is just a player: it does not sell, host or include lists, channels, movies or subscriptions. The screenshots use a demo list with openly licensed content.