Troubleshooting App Crashes, Kicks, or Freezes
At Apollo TV Group, we prioritize a rock-solid streaming experience for our US and Canada members, but occasional app hiccups (like being kicked out, sudden stops, or loading issues) can happen due to temporary device memory glitches, network blips, or cached data buildup. The good news: 99% of these resolve in under 2 minutes with the simple steps below — no need to panic or restart your whole setup every time.
Quick Fix First (Try This First – Works Most of the Time) Simply close the app completely and re-open it.
- On Fire TV / Firestick: Press the home button twice to see recent apps, swipe up to close.
- On Android phones/tablets: Swipe up from bottom, swipe away the app card.
- On iOS: Double-click home or swipe up from bottom, swipe away the app. This refreshes the session and clears minor temporary issues instantly.
If That Doesn’t Fix It – Step-by-Step Troubleshooting Follow these in order — most members never need to go past step 3:
- Log out of the app
- Open the app → Go to Settings/Account → Log Out.
- Close the app fully, then re-open and log back in with your Apollo credentials.
- This resets your session and often clears authentication glitches.
- Clear app cache and storage (if your device allows it)
- Fire TV / Firestick / Android TV/Box: Settings → Applications → Manage Installed Applications → [Your IPTV app, e.g., TiviMate or IPTV Smarters] → Clear Cache first, then Clear Data if needed (this logs you out — you’ll just log back in).
- Android phones/tablets: Settings → Apps → [App name] → Storage → Clear Cache (then Clear Data if required).
- Note: Clearing data resets app settings but not your Apollo subscription — super safe and effective for stubborn issues.
- Power cycle your device
- Turn off your Firestick, Android box, phone, tablet, or computer completely (not just standby).
- Wait 30 seconds, then turn it back on.
- This flushes temporary memory and fixes most app-freeze problems.
- Power cycle your router (quick network refresh)
- Unplug your router/modem for 1 full minute (this clears any temporary IP or connection hiccups).
- Plug it back in, wait for full connection (lights stable), then relaunch the app and log in.
- Test loading content
- Try a popular channel (e.g., ESPN or a major network) first — if it loads, you’re good.
- If still issues, try a different app (e.g., switch from TiviMate to IPTV Smarters) — sometimes one player handles your network better.
If the Problem Still Persists Don’t worry — this is rare, and we’re here 24/7 to fix it fast.
- Contact us immediately via live chat (fastest) or email [email protected]
- Tell us:
- Your device (e.g., Fire TV Stick 4K Max)
- The app you’re using (TiviMate, IPTV Smarters, etc.)
- What exactly happens (kicked out after X minutes? Freezes on loading?)
- Your internet speed (quick test at speedtest.net) We’ll diagnose in minutes, send custom fixes, or escalate to our tech team if needed. Many members get a personalized workaround or even a quick account refresh.
You’re never left hanging with Apollo — we treat every issue like it’s our own TV going out during the big game. Reach out anytime, and we’ll get you back to premium streaming in no time. You’ve got this!
