Fix it
Apollo Group TV Not Working? Start With These Checks
Last updated
When Apollo Group TV stops playing, the cause is usually close to home: the internet connection, a player app whose cache has filled up, a typo in the login, or a plan that has reached its last day. Work through the four checks below in order, because each one rules something out before you move on to the fiddlier fixes further down. If nothing plays on any of your devices, skip ahead and message us on WhatsApp or email support@apollogrouptelevision.us so we can look at your line.
Plans from $24.99, or $13.33/month on the yearly plan.
See pricesFour checks, in this order
Try a different channel
If only one channel is dead, its source is down for the moment and there's nothing wrong with your setup. Watch something else and try it again later.
Try a different device
When the same channel plays on your phone but not on the TV, your line is working. The problem sits with the TV or the player app on it.
Restart everything
Close the player app completely and restart the device. Then unplug the router, wait about 30 seconds and plug it back in.
Check how many days you have left
Plans are prepaid and don't renew on their own. Once yours runs out the channels stop, and they return as soon as you extend your plan on the renewal page.
What you see, and what usually fixes it
| What you see | Usual reason | What to do |
|---|---|---|
| Picture stutters or keeps spinning | Weak or crowded Wi-Fi | Move to 5 GHz or a cable, pause other downloads, set the decoder to Hardware (HW) |
| Channel list is empty | Old playlist or a full cache | Reload the playlist in the player, then clear the app's cache |
| One channel says 'stream unavailable' | That source is offline | Pick another channel; it normally comes back by itself |
| App closes or won't open | Corrupted cache or an old version | Clear the cache, update the app, or reinstall it |
| App keeps asking to update | Old version, or an update that stopped halfway | See the update section below |
| Wrong login or account error | Typo, expired plan or every connection in use | Go through our sign-in troubleshooting |
| A number like 403, 400 or 'timeout' | Login refused, wrong server address or a network problem | Look the code up in the status code table |
| TV guide is blank | Guide data hasn't downloaded yet | Refresh the EPG in the player's settings and give it a few minutes |
| Works on one screen, fails on another | All your connections are busy | Stop playback elsewhere, or add a screen to your plan |
Buffering
Buffering is nearly always about the connection between your router and the screen, so start there before blaming the app.
- Measure speed on the TV itself, not on the router or your phone. Each HD stream needs about 10 Mbps and 4K needs around 25 Mbps.
- Use a cable if you can. On a Firestick, an inexpensive Ethernet adapter will beat even a strong Wi-Fi signal.
- In the player's settings, set the video decoder to Hardware (HW) or HW+.
- Pause large downloads, console updates and other streams in the house while you watch.
- Restart the router every so often. One that has been running for weeks without a reboot tends to slow down.
The app keeps asking to update
Some player apps ask for an update, fail to install it and then show the same prompt after a restart. These steps get you out of that loop:
- Check that the device has at least 500 MB of free storage, since updates often fail without any message when space runs out.
- Update from wherever you installed the app in the first place (the app store, or Downloader on a Firestick) rather than from a pop-up link.
- If the prompt keeps coming back, clear the app's cache and data and open it again. You'll have to type your login in afterwards.
- As a last resort, uninstall the app, restart the device and install a fresh copy. This only resets the app; your subscription stays as it was.
Install player apps only from an app store or by following your activation message. Update pop-ups that point to websites you don't recognise are best ignored.
Firestick problems
- Restart it from Settings → My Fire TV → Restart.
- Clear the player's cache under Settings → Applications → Manage Installed Applications → your player → Clear cache.
- Keep at least 500 MB free. When the stick fills up, every app on it slows down.
- If the player crashes again and again, reinstall it with the Downloader code from your activation message.
Setting up a stick from scratch? Follow the step-by-step Firestick install. Other devices each have a walkthrough in the device install guides.
Should you use a VPN?
It depends on your provider. Where an internet company slows down video traffic in the evenings, a VPN hides that traffic and the picture often settles. A slow or distant VPN server, on the other hand, causes buffering of its own, so test both ways: once with the VPN off, then again with a server near you.
Our VPN page for Apollo Group TV goes through the settings that help, the ones that hurt and how to compare them.
Is the problem on your side or ours?
Try three channels on two devices, using two networks (your phone on mobile data counts as the second network). If everything fails everywhere, the fault may be with us. Send us a WhatsApp message and we'll check your line and tell you what we find.
Outage-tracking websites monitor other apps and services that use the Apollo name. They have no view of your Apollo Group Television line, so they can't tell you whether it's working.
Still not working
Get in touch through the contact page. Email support@apollogrouptelevision.us or WhatsApp us with your device model, the player app you use and a photo of the error. If we can't get it running on your device, you can ask for your money back within 7 days of buying under our Refund Policy. This page only covers lines bought on apollogrouptelevision.us.