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Troubleshooting

Device Versions Supported

Review the Device Support Matrix below to ensure you’re using a supported device version.


If you don’t find your device on the support matrix, it may not support playback and you should try using another device.

Internet Speed Requirements

Run an internet speed-test from your desktop computer, laptop, or mobile device and confirm you have enough bandwidth to support streaming. If your bandwidth does not meet our requirements below, you will experience degraded video and audio quality. Please refer to the following bandwidth requirements:

  • Video streaming typically required approximately:
    • 500kbps for low quality (480p or less)
    • 3 mbps for medium quality (720p)
    • 5 mbps for high quality streaming (1080p)
  • Audio streaming typically requires approximately:
    • 64 kbps for low quality
    • 128 kbps for high quality streaming

Close and restart the app

  • Amazon Fire TV – Press the back button on your remote until you exit the app. Once you have exited, click to select the app again.
  • Roku (Coming Soon) – Press the back button on your remote until you exit the app. Once you have exited, click to select the app again.

Log Out and Log Back into the app

  • Amazon Fire TV – Scroll all the way down in your app’s main view. You will see the option to log out. Select it and confirm you want to log out. To log back in, select a video or feature (e.g. Watch Ad Free) that requires sign in, and enter your login credentials on prompt.
  • Roku (Coming Soon) – Login not available in this device. However, you may unlink the device by going to the Home view. Press the button on your remote that shows an asterisk (*) to bring up the Options menu. From here, in the device linking view select Unlink device. To relink, select a video that requires sign in (i.e. any subscription video content) and follow steps for device linking.

Restart your Device

  • Amazon Fire TV – Scroll to the top on your device to see the navigation menu. Scroll to settings, and inside this menu search for Device menu. Once there, scroll down and select Restart.
  • Roku (Coming Soon) – In Roku’s navigation menu, go to Settings>System>System restart and select Restart.

Delete and Reinstall the app

Amazon Fire TV – Press the button with three horizontal stripes on your Amazon Fire remote ( ≡ ) to prompt the Options menu. Select Uninstall from the menu. To reinstall the app, search for it in the Amazon store, and install it.

Roku (Coming Soon) – Navigate to your application in the Home menu. Press the button on your remote that shows an asterisk (*). This will bring up an Options menu where you can select Remove Channel to uninstall your channel from your device. To reinstall it go to the search menu and look for the app. Once you find it you can reinstall.

Close other Tabs and/or Applications running at the same time

  • Some content like movies, TV shows, and live events require a faster connection and greater processing power to ensure optimal streaming experience.
  • It may help to close other tabs, browsers, and applications while streaming your content.
  • It may also help to hardwire your internet connection instead of using a wireless network connection.

Web Browser and Operating System Support Matrix

In order to properly stream content, you’ll first want to check the below matrix to ensure your browser and operating system are supported.

Restart your Browser

  • Sometimes it is helpful to restart your browser to try resolving this issue.
  • When restarting your browser, please ensure you fully close the application before reopening it.

Clear the Browser Cookies

  • Your browser may be referencing corrupted or outdated settings in the cookie file
  • Go to your browser settings or preference menu in order to clear your cookies. Typically you will find controls to clear cookies in the ‘history’ or ‘clear browsing data’ sections of the browser settings menu.

Clear your Browser Cache

  • Your browser may be referencing outdated images or files in its cache.
  • Go to your browser settings or preference menu in order to clear your browser cache. Typically you will find controls to clear cached images and files in the ‘history’ or ‘clear browsing data’ sections of the browser settings menu.

Update your Browser Version

  • Older browser versions may have settings or other compatibility issues that prevent you from streaming video or audio content.
  • Even if your browser version is supported in the browser support matrix, it’s always good practice to ensure your software is up to date.
  • Please update your browser to the latest version.

Restart your Device

  • It may be helpful to restart your device in case any system settings are causing conflicts with streaming.

Disable ad Blocking Software for this Website

  • Some ad blocking software may cause issues with video or audio streaming.
  • Please try disabling any ad blocking for this website in order to enable streaming.

Check and Lower your Browser Security Settings

  • Some browsers may have security settings that dis­able cookies and therefore may prevent you from streaming content from the player.
  • Please check your browser security settings and consider lowering them if they are set to “Medium” or “High” or if they appear to be disabling cookies.