General Troubleshooting

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


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

-Devices such as firesticks are great devices but they require regular maintenance to perform at their best


To clear the cache on your firestick:

-Start up your Firestick 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 your 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 your using the latest app version available for your device. You may need to delete and reinstall the app.


Visit and select your device for step by step installation guides.


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


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


6. In both Startup Show and Apollo Group TV app, there's ability to switch the player type, for both VOD and Live TV.


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 in to some issues when using a particular player, thus the ability to change between players.

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



Click on Profile at the top left:


Then change the Player Type based on the content you want to switch (Live TV or VOD)



Mobile: you can see it under "More" setting at the bottom part:



These are the default, but if you run to any issue, you can always change it back

  • Buffering, Freezing, Not Playing, Not Working, Troubleshooting
  • 0 Users Found This Useful
Was this answer helpful?

Related Articles

VPN Information

Please use a VPN as a resolution to any buffering/freezing that you may experience.Internet...

Live TV & VOD Buffers or Freezes

Sometimes you may experience buffering due to insufficient bandwidth, and sometimes a bug in the...

IPs Exceeded Limit Code 429

This message is usually due to switching channels too quickly making the system think you're...

How to be in the know

Join the Telegram Announcement Group to be in the KNOW as things are happening....