If you’re having trouble using one of our apps on your Xbox 360 (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 the app, the first step would be to run a test of your internet connection.
On your Xbox, please go to Settings -> System > Network > Detailed Network Statistics. You will see speed results for download speed and latency. We recommend a download speed of at least 1.0 megabits per second (mbps) for a consistent stream.
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.
If you’re still having trouble, uninstall and reinstall the app. Navigate to Settings > System > Storage > All Devices > Games and Apps. Then highlight the app and hit the ‘Y’ button to pull up the option to delete the app.
From there, you can download the app again from the Apps marketplace.
Clearing your Xbox system cache will remove temporary files that could often interrupt your playback experience. Go to Settings > System > Storage Device. Select your Storage Device and hit the ‘Y’ button. Click “Clear System Cache” then confirm.
One more advanced troubleshooting step you can run is to delete and recover your Xbox LIVE Gamertag. When deleting your Gamertag, make sure you select “DELETE PROFILE ONLY”. This deletes the profile but leaves saved games and achievements. Once you've done that, just log in again and test out the app.
For a more advanced step, you can also reset the DNS on your device. For more info, visit our DNS reset page.
Please be sure to include the following information:
- The episode were you watching when you encountered this error.
- Your internet provider/cell carrier.
- The model router/modem used.
- Your current location; city/state.
- The time of day this issue occurred.
- Length of time issue has persisted.