Cannot Retrieve Guide Data

Note: SnapStream.Net accounts and guide information are available only to for United States ZIP, or Canadian postal, codes.

Take these steps in the order they are presented; after finishing each, try a manual Program Guide update download via the SnapStream.Net Settings section of the ViewScape interface.


This most often occurs because a SnapStream.Net account and lineup was not created and associated properly. Run the Setup Wizard (available from the same Program Group as Beyond TV 4) to ensure that a SnapStream.Net account has been setup, a lineup has been created, and the lineup has been associated with one of the Video Sources.

Check for SnapStream.Net server outages or connection problems:

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Check this status page to see whether the SnapStream.Net servers are down for maintenance or experiencing an outage. If the servers are down, there will be an announcement on that page to that effect, or a corresponding icon displaying that a site is down. If the servers are back up within an hour, try downloading Program Guide data again. Alert SnapStream Technical Support if the servers are not up within an hour.

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If there is no outage, check to see if Internet Explorer, on the machine running Beyond TV 4, can connect to test page 1 and test page 2. If a SnapStream logo is not present on both pages, something is preventing a connection to the SnapStream.Net servers. If this is the case, ensure that no software firewalls or routers are preventing Beyond TV 4 from connecting to SnapStream.Net. Refer to our Knowledge Base article on configuring firewalls to ensure that any such programs or hardware which may prevent unrestricted access to the Internet are configured to allow updates.

This can also occur soon after a user has upgraded a Trial version of Beyond TV to a Paid version. Sometimes, the SnapStream.Net servers are very busy and cannot process the account transfer from the Trial servers to the Paid servers promptly. In this case, wait up to an hour before trying again.

Check the system date and time. Although Beyond TV version 3.5.0 and later will display a warning if the system date is not correct, version 3.4.4 and earlier will not. If the date is set improperly (for example, a month in the past, or a year in the past), Beyond TV will complete the update but have no data to display. Check and correct the date via CONTROL PANEL --> DATE AND TIME.

Reboot the PC and exit *all* non-essential Windows programs. Then, navigate to the temporary directory, which is located on the system drive (C: in this example, and in almost all Windows setups) under "C:\Documents and Settings\(USERNAME)\Local Settings\Temp" where (USERNAME) is the login name used to sign in to the computer on Windows startup. Locate and delete the Snapstream folder if it exists.



If none of the above suggestions solves the problem, please contact SnapStream Technical Support for assistance with this problem.