If you’re having trouble using one of our apps on your Xbox One (app crashing, videos not loading, etc.), we’d first like to make sure that there isn’t an issue with your internet connection. If there are other applications you use with your Xbox, test them out. If the issue is exclusive to our app, the first step would be to run a test of your internet connection.
On your Xbox, please press the Menu button, then go to Settings > Network > Detailed Network Statistics. You will see results for download speed and latency. We recommend a download speed of at least 1.0 megabits per second (mbps) for a consistent stream with the app.
If your speed is above our recommendation, please perform a full power cycle. This means unplugging your Xbox from the power source, as well as the router and modem you use to connect to the internet. After about 30 seconds, plug everything back in, and try streaming with the app once again.
The next step would be to uninstall and reinstall the app. While highlighting the app, press the menu button, click “Manage”. You should see an option to “Uninstall all”. Once you’ve done that, go back to the main menu, and reinstall the app from the Store.
For a more advanced step, you can also reset the DNS on your device. For more info, visit our DNS Reset FAQ
Please be sure to include the following information:
- The episode were you watching when you encountered this error.
- Your internet provider.
- The model router/modem used.
- Your current location; city/state.
- The time of day this issue occurred.
- Length of time issue has persisted.