January 26, 2020

Troubleshooting

Below you will find info on how to fix most common issues you will face with our service.

Trouble Logging In

If this is your first time trying to log into the app, 99% of the time the issue is because you are putting in the wrong login info. Double check the username and password that was sent to you and make sure you are entering it exactly as shown. No spaces and it is case sensitive. Also double check the Capital letter i and lowercase letter L as they look similar when typed. ( as does a capital letter O and a zero )

If this is not your first time signing in and/or you have double checked your login details, 95% of the time the issue is that your account is expired and you need to renew.

If your positive that your login details are correct and your account is not expired, then it is possible the service is down or having issues. Feel free to contact us for further help.

Buffering

The overwhelming majority of the time you experience buffering, it is due to your internet or device. On the rare ocassion that you experience buffering on just 1 or 2 channels, then yes, it is possible its the source of those channels having issues and you will have to just wait it out for them to be fixed.

You can check out our page dedicated to Buffering for more info on dealing with buffering and how you can resolve the issue. Simply head to OurTvService.info/buffering

Audio Lagging Video

This is a quite common issue that has several different steps you can take to fix the issue. First, goto your firestick home screen and click on settings. Next click Display and Sounds and then select Audio. Choose a basic stereo setting or turn off dolby digital plus. If this does not fix the lagging audio issue then the next step is to switch to VLC player while watching the channel. If you still have issues then you can switch to a different app.

General Steps for all other issues

The following things can be done to solve most any issue you encounter.

1. Refresh channels or refresh the guide. Info on how to do these are in the how to use section of this website.

2.Uninstall and then re-install the app.

3. We have several apps available, ( including 3rd party apps like tivimate ) sometimes there is an issue with one but the others work so you can try switching apps.

4. Rebooting your modem/router. Also if using wifi, check your wifi network on your device and see if your connected to your routers 2.4 or 5ghz channel. Switching to the other one can help. ( this can help with bufferg )

5. Go to firestick home page and click settings. Click Applications. Click manage installed applcations. Scroll down to our app and click it. Click clear cache, then click clear data (twice), then click force stop. Finally relaunch app and login.