If the app is crashing, freezing, showing a black screen, displaying an error code, or not responding, the steps below resolve most issues. Please work through them in order.
1. Restart Your Router and Streaming Device
Power cycling clears temporary network and system errors that often cause app issues.
- Unplug your router/modem from the power outlet and wait 30 seconds before plugging it back in.
- Turn off your streaming device (smart TV, streaming stick, game console, etc.) completely, wait 10 seconds, then turn it back on.
- Wait for your router to fully reconnect (usually 1–2 minutes) before relaunching the app.
2. Update the App
An outdated app version is a common cause of crashes and loading errors.
- Check your device's app store for available updates.
- Install any pending updates and restart the app.
3. Clear the App Cache
- On most devices, go to your device Settings > Apps > find the app > Storage > Clear Cache.
- Note: "Clear Cache" is different from "Clear Data" — clearing cache does not remove your login or saved preferences.
- Relaunch the app after clearing the cache.
4. Uninstall and Reinstall the App
If the issue persists, a fresh install often resolves it.
- Uninstall the app from your device.
- Restart your device.
- Reinstall the app from your device's official app store.
- Log back in with your account credentials.
5. Check for Device Software Updates
- Confirm your streaming device or smart TV is running the latest system/firmware version.
- Install any pending updates, restart the device, and relaunch the app.
6. Disable VPN or Proxy Connections
If you're using a VPN or proxy, disable it and try again. VPNs and proxies can interfere with app functionality and account verification.
7. Try a Different Device
If possible, test the app on a different device to determine if the issue is specific to one device or account-wide.
8. Factory Reset Your Streaming Device
If none of the steps above resolve the issue, a factory reset of your streaming device may be needed. This should be treated as a last resort, as it will erase all device settings, installed apps, and saved preferences.
- Check your device manufacturer's instructions for how to perform a factory reset (usually found in Settings > System > Reset, or via a physical button combination on the device).
- Once reset, set up your device again and reinstall the app.
- Log back in with your account credentials.
9. Still Need Help?
If you've completed the steps above and continue to experience issues, please contact our support team with the following details so we can assist you faster:
- Device type and model
- App version
- A brief description of the issue (error message, when it occurs, etc.)
Our support team is available via chat and email and will be happy to help resolve the issue.
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