Use the official RTÉ route
Start from RTÉ Player or RTÉ's published support information, then confirm the app publisher before installation. Do not substitute an old forum claim for a current device-support answer.
Record the model and system version. A statement about one television generation or a mobile app does not establish support for a different device.
Check the programme and required controls
Search for the actual programme and distinguish live viewing from an on-demand episode. Inspect any expiry or territorial information shown by the service. A programme broadcast on television is not automatically available through every online route.
RTÉ's accessibility information discusses subtitling and audio description where available, with device-level limitations. Test the feature needed on the actual programme and screen rather than treating the presence of a menu as a guarantee.
Report RTÉ Player problems in their own context
If the official app fails, record the programme, device, app version and exact symptom for RTÉ's support route. A working third-party player does not diagnose RTÉ Player, and the reverse is also true.
This guide does not claim a HexaTV account includes RTÉ Player or any RTÉ channel. It identifies an official Irish viewing option so you can make a more informed household comparison.
Write the programme requirement precisely
Use the exact programme title, episode or bulletin and whether you need it live or later. A search result can point to an old episode, a short clip or a programme information page rather than a playable current item. Open the actual listing and inspect the available action before relying on it.
If the household's normal routine is a scheduled bulletin through the television's aerial input, treat moving to Player as a change of workflow. Test how the viewer finds that bulletin and returns to it next time. Do not assume a familiar RTÉ logo means the remote sequence or available version is identical.
Check the official app before changing hardware
Find the current RTÉ guidance for the actual platform and check the publisher in the device's store. Record the television model or streaming-device generation and its installed system. A general statement that a brand supports Player does not settle an individual older model.
If the desired app is absent, ask about a documented supported alternative before buying a new television. An external device may be an option only after its own compatibility and display connection are checked. Do not use a third-party playlist as evidence that official Player support has been restored.
Verify accessibility at programme level
Open the programme and inspect the subtitle or audio options it actually presents. Try the controls on the intended screen and at the normal seating distance. Captions available for one replay may not establish the same feature for every live programme or device.
Write down the specific requirement: readable subtitles, a particular audio track or navigation that works with the viewer's controls. If the feature is missing, describe the programme, version and device to RTÉ's official support route. A general television accessibility setting may affect presentation but cannot supply a track absent from the source.
Use a fault report that distinguishes the viewing route
Record whether the problem occurs in a browser, a mobile application or a television application. Include the exact programme, local time, error and device. Then note whether another available programme works in that same route. This provides useful scope without pretending to diagnose RTÉ's infrastructure.
If another official route works, report that comparison with its differences. A phone on mobile data and a TV on home Wi-Fi change both device and network, so the result cannot be attributed to just one. Keep those limits clear rather than declaring the home connection or app definitively at fault.
Choose the next check from the visible problem
Use this as a reporting aid; it does not replace RTÉ's instructions or establish a service outage.
| What happens | Useful detail | Question for the official support route |
|---|---|---|
| App unavailable in the store | Exact model, system and store country | Is this device currently supported? |
| Programme cannot be found | Title, episode, expected live or replay route | Is this item currently available through Player? |
| Player opens but one item fails | Item name, time and another-item result | Is there a title-specific availability or playback issue? |
| Captions absent | Programme version and device | Does this route supply the required accessibility track? |
| App closes before selection | App version and reproducible action | Which supported device or app recovery step applies? |
Keep account and connection changes proportionate
Follow only the recovery steps relevant to the observed symptom. Reopening an application is different from deleting its data; retuning an aerial receiver is unrelated to a browser login. Before a recommended reinstall, make sure any account access can be recovered privately.
Do not post a full account screenshot, activation code or private diagnostic export in a public forum. Send a redacted description through the verified RTÉ route. If support requests more information, identify what it contains before sharing it.
Use RTÉ Player as its own option in a household comparison
The service can be assessed alongside Saorview reception and other official broadcaster routes. Record which programmes and controls it currently meets, and which remain unconfirmed. That is more useful than treating every familiar channel name as a promised feature of a new paid package.
Nothing in this guide establishes RTÉ content inclusion or distribution rights for HexaTV. The page's role is to help Irish viewers identify the official route and ask precise compatibility questions. If a future third-party offer claims particular RTÉ content, it still needs its own accurate catalogue and territorial substantiation.