Are you having trouble?
Please ensure that you have tried the following before reporting issues. Most issues are resolved at the users end as our servers are fully operational 99% of the time.
- If the issue is with freezing or buffering – check your Internet speed, if you are getting less than 12 mb/s do you have other devices which are using lots of your bandwidth by downloading/updating/syncing or similar? Do you have other streaming devices in operation? If not and you are getting much less than what you are paying for try resetting your network by turning it off, waiting a few seconds and turning back on. For good measure reboot your TV device. To stream live feeds a consistent 12 mb/s or more is required. Also you need a STABLE and STRONG connection. This is best achieved with a hardwired access as many times wifi can be unstable. You can either run Ethernet cable from your router to your device or an Ethernet connection can also be achieved by using wall adapters such as Zyxel AV2000 Powerline Kit, Pass-Thru, 2-Port Gigabit, Plug&Play, Up to 1800 Mbps (PLA5456BBKIT)
These allow you to transmit high speed connections through your homes existing electrical eliminating the need for strong wifi signals. Also if you have firesticks add the Amazon Ethernet Adapter for Amazon Fire TV Devices
to allow you to connect your firestick to Ethernet connections. **Note only compatible with Fire TV Stick (2nd Gen), Fire TV Stick 4K, Fire TV Cube, and Amazon Fire TV (3rd Gen, Pendant Design). ***
If you just want to continue with WiFi and just want to boost your network signal we recommend adding WiFi Range Extender – 1200Mbps to your far reaches of your living spaces to quickly and easily improve your signal strength where you may have weak signals. - Sync issues can sometimes occur within your network. You may find you have a “fast connection” and still buffering issues. IP sync issues can cause this. Easily fix this issue :
1. First go to you device settings/apps/*your app name* and then
2. Select force close.
3. Select clear cache.
See our blog for a tutorial on this https://www.streamstache.com/2019/09/13/clear-app-cache/
Now unplug your device, router, and modem.
You MUST power back up in order and it is recommended to wait 3-5 min for best results. This wait period before powering back up will help you get a new IP address from your ISP (internet service provider) and often a new IP address will fix many sync problems users may experience.
Boot/Power up order:
1. Modem (allow to fully boot before the next device) will take 3-5 min often.
2. Router (allow to fully boot before the next device) will also take 3-5 min often.
3. Your Device
4. Check internet speed on device with a speed app or going to https://www.speedtest.net/ some of our apps even have built in speed tests in the setting menu. - If you are in the UK or CA your Internet Service Provider may well be throttling your connection having recognized streaming activity – they often do this at peak times. In this case you could first of all try running and connecting with one of the VPN apps. Additionally for V***in customers there are settings that need turning off on your router – turn off firewall and IP flooding (you should be able to find instructions by googling or on YouTube on how to do this).
- Sometimes your Firestick or other device may not have connected to your WiFi properly (this happens from time to time). If this is the case, check the connection through the Firestick settings – if the stick is failing to connect reset your router (power off/on your router, wait a couple of minutes, reboot your firestick). You can often avoid firestick connection issues by giving your firestick a static IP address through the settings of your router. For more info on how to do this simple google “how to set static ip address on (router brand) (router model number).” Normally you can even find how to youtube videos to help.
- Another note about Firesticks is that they have limited memory. Any device with only 1gb of RAM is only capable of functioning properly on connection speeds of 30mb/s or more. Sorry but the memory used for buffering will frequently spool out causing issues and the only solution to this is to load the buffer back quickly. It is recommended you install a app called “Disk Storage Viewer” This is a paid app for just a couple bucks but will quickly clear the cache of all apps freeing up valuable space quick and easily. It will also help you to manage installed apps on your fire device. For best performance devices with greater than 2gb RAM are recommended.
- Finally once you have ensured that your network is up to acceptable speed and the cache has been cleared to your app you can go to the setting of your app of your choice and try switching a couple of the settings to find what works best for your network. There are two settings everyone should learn to switch just for general optimization for your network.
1. Player: Selecting a different player can often times help with certain issues. Commonly either no sound or no picture having one without the other is generally a player issue. There are many formats for sound and picture and sometimes certain streams may come in a rare format that not all players can understand. We frequently recommend VLC due to it being able to decode most stream types/format. Some may find EXO or MX work better and if that is a option please try them out to find what you feel works best.
2. Stream Type: HLS and MPEG TS are the two most common. Which works best varies from your network speed, location, and your device type. Try switching stream type and player type to find a combination that works best for you.
Please when contacting us there are a few details we need before we can even begin to help:
Which app are you using? (sorry we cannot offer support for 3rd party apps only ours)
Please ensure you have tried using the service with our apps.
What service are you having trouble with?
What channels are you having trouble with or is it VOD?
What device are you using?
What is your internet speed?