Customer Device and Network Maintenance & Troubleshooting Guide
Regular maintenance is crucial for optimal performance of your devices and networks. These procedures are tailored for Fire TV devices but can be adapted for any media device.
If experiencing problems with specific channels, report to us by texting (863) 276-5200 with the Channel Category and Exact Channel Name.
( ie: VIP USA ENTERTAINMENT / VIP USA HD: A&E )
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Step 1: Restart, Memory Check, Speed Test
a) Restart your device at least twice a week by pressing
and holding the SELECT and PLAY/PAUSE buttons
on your Fire TV Remote Control for 5 seconds.
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b) Check the available memory on your device. If less than 1 GB, uninstall unused apps and clear caches by navigating Fire TV HOME to SETTINGS > APPLICATIONS > MANAGE INSTALLED APPLICATIONS.
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c) Perform a speed test directly on your device. (Not on a phone, computer, etc)
Download speed should be 25 Mbps or higher to avoid buffering/stuttering issues.
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If issues persist, proceed to Step 2.
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Step 2: Clearing App Cache
(Perform this monthly, Do NOT clear DATA)
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a) Navigate to SETTINGS > APPLICATIONS > MANAGE ALL APPLICATIONS.
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b) Select the app you wish to clear cache for.
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c) Choose Force Stop, then Clear Cache.
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d) Reboot your device and re-test.
If issues persist, proceed to Step 3.
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Step 3: Network Maintenance
(Perform this monthly)
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a) Unplug your Modem and Router(s) for 10 minutes.
(Mesh systems have several ROUTERS) (A Wi-Fi Extender is also a ROUTER)
b) Plug everything back in and re-test.
If issues persist, proceed to Step 4.
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Step 4 Alternate Network Testing
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a) Test using a phone hotspot, a network outside your home, or with a VPN.
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If the problem is resolved, then your ISP is blocking URLs or throttling your line.
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You will need a VPN to use Bteocai with your ISP.
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If issues persist, proceed to Step 4.
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Step 5: Logout/ Login
a) Log out, and then back in to the app you are using
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(If your subscription has less than 24 hours remaining, and you logout of your account, you will need to renew your subscription before being able to log back in)
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Still Experiencing an Issue? - Move to Step 6
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Step 6: Fresh Start
(Perform this as a last resort)
a) Navigate to SETTINGS > APPLICATIONS > MANAGE ALL APPLICATIONS
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b) Select your app, then Force Stop.
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c) Choose Storage, then Clear Cache and Clear Data.
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d) Uninstall the app and restart your device.
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e) Download and install a fresh copy of the app.
A4dableTV: Install VIDEO
Bteocai 3.0: Install VIDEO
f) Login and re-test.
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If issues persist after following all steps, contact us for further assistance.
