Catalogue requests and media delivery can use different resources, formats or access rules. A successful login establishes only that part of the workflow worked. Investigate the common playback stage before deleting a profile that still authenticates correctly.
Check one known item
Try a small number of different categories and note whether any media plays. If none do, inspect player compatibility and any visible playback error. Avoid rapidly opening many streams, which can create session-limit confusion.
Compare the playback engine
If the app offers a documented internal or external engine, one controlled comparison can reveal a decoding difference. Keep the source unchanged and record the selected engine. Do not assume every alternative app supports the same account interface.
Report the shared failure
Tell support that login and catalogue loading succeed but media does not begin. Include device model, operating system, app version and the exact error. That separates authentication from the media path and avoids unnecessary password resets.
