The last saved configuration can be used
In Android / Fire OS editions, after successful pairing, the app can start with the last playlist configuration saved on the device when the portal does not respond. Startup may wait for the portal check to time out. This is not a promise that every edition behaves identically in every situation.
The saved data is configuration, not a copy of the entire video library. If the provider is available, access is valid and internet works, sources in the saved configuration can keep working. If a stream address expires or an account becomes invalid, cache cannot bypass that.
What must wait for the portal to return
Adding and deleting playlists, portal changes, reseller branding and MAC-based sync need the pairing service. A website change cannot be expected to reach the TV while that service is unavailable. Selecting a different playlist through the portal cannot sync during the outage.
A first installation has no saved configuration yet. The same can happen after clearing data or reinstalling. That is why uninstalling is not a recommended first response to a portal outage: it can remove the configuration that allows the last playlist to remain usable.
Check internet, the portal and the source separately
First check that the device has internet. Then try another channel in the existing playlist. If a new playlist cannot be added but an already configured channel works, that suggests the services have different states; it does not fully diagnose the cause.
Send support the time, edition and exact message. Do not publish playlist URLs. If a stream is unavailable only with one provider, ask for that source to be checked. No player can play an offline video server merely because the app portal is online.
