General troubleshooting

When experiencing issues, please start by following the steps below.

1. Clear your device cache and force close the app, and then try again. 

-Devices such as Fire TV Stick are great devices, but they require regular maintenance to perform at their best

To clear the cache on your Fire TV Stick:

-Start up your Fire TV Stick and begin at the main menu.

-Scroll to the right and find the Settings menu

-Select Applications 

-Select Manage Installed Applications

-You will now see a list of the installed applications on your firestick

-Scroll down and select the app you’re having issues with.

-Select Clear Cache. (Click Yes to clear cache if prompted)

-Select Force Close

-Feel free to clear cache and force close any other apps. Delete any apps you no longer use to increase storage.

For other devices search google: “How do I clear cache on __________ ” 

2. Reset/unplug your device for 1 minute and then try again after rebooting the device.

3. Make sure you’re using the latest app version available for your device. You may need to delete and reinstall the app.

4. If the problem persists after these steps have been completed, open up a support ticket or email us.

5. Important: Be sure to let us know what Device (LGTV, Fire TV Stick, iPad, iPhone, Android box, etc) and apps you are using in order for us to help you as quickly as possible.

6. In both the Startup Show and the ApolloGroup TV app, there’s the ability to switch the player type for both VOD and LiveTV.

This can help when experiencing audio or video issues, such as no sound issue, sound out of sync, background noise only,  video not starting, or no video and hearing only sound.

Some devices run into some issues when using a particular player, thus the ability to change between players.

Usually, this helps when one experiences issues with video and audio out of sync.