FAQ
Common questions about live viewers.
Q: Which players show up in the list?
Only the M3UTool apps and the web player. They report while they play, so the list is exact and a kick stops them at once. Other player apps, like TiviMate or Smarters, are never listed and never count towards Max devices. M3UTool only sees the moment they start a channel, because the video then comes straight from your provider.
Q: Why is a customer who is watching not in the list?
Three common reasons. The customer watches in another player app, like Smarters, and those are never listed. The customer belongs to another playlist: the list shows the playlist you have open. Or you kicked them less than a minute ago and their player has not started a channel since.
Q: Why does a customer still show after they stopped watching?
A row leaves the list about 90 seconds after the channel stops. Wait a moment and look again.
Q: Why do two devices show as one row?
M3UTool counts one row per customer and internet connection. A TV and a phone in the same house use the same connection, so they share one row and count as one device.
Q: I kicked a viewer, why are they still watching?
Perhaps they went on in another player app, which M3UTool does not list. And a kick is not a lock: about a minute later the customer can start watching again. To stop a customer for good, pause them. More in Edit, pause, move or delete a customer.
Q: Why does Watching show the channel but no programme?
The programme comes from the TV guide. A channel without guide data shows its name only. More in Channels without guide data.
Q: How far back does Watch history go?
7 days. It shows the latest 50 channels the customer started in that time, newest first, with the date and time. Older entries are deleted automatically, as the privacy policy says.
Q: Can my customers see which devices use their login?
Yes. On their own page, under My devices, they see every device their login is on and what it is watching, and can stop, reload or remove one themselves. In the M3UTool app they see what is watching and can disconnect a device. More in Devices and connections.