Please use the following steps to help troubleshoot if you are experiencing issues streaming video or audio in our platform.


  1. Check if your device version is supported:
    • Review the Device Support Matrix to ensure you’re using a supported device version.
    • If you don’t find your device on the support matrix, it may not support playback and you should try using another device.
  2. Run an internet speed-test from your desktop computer, laptop, or mobile device and confirm you have enough bandwidth to support streaming. You can run an internet speed test by googling “speed test” on your computer or mobile device and selecting “run speed test.”  

    If your download speed does not meet our requirements below, you will experience degraded video quality. Please refer to the following bandwidth requirements:
    • Video streaming typically requires approximately:
      • 256kbps for low quality (240p)
      • 500kbps for low quality (480p or less)
      • 3 mbps for medium quality (720p)
      • 5 mbps for high quality streaming (1080p)
  3. Check the error code of JWP Error JWP
  4. Close and restart the app.
    • Apple TV – Double-click the Home button on your remote. This will create a slide of all open apps. You can swipe right and left to toggle between applications. Once you have toggled to the application you’d like to close, you may swipe up to close. In the app menu, you can select the app to open, and it will restart.
    • iOS - Double-click the Home button on your device.  This will create a slide of all the open apps. You can swipe right and left to toggle between applications. Once you have toggled to the application you’d like to close, you may swipe up to close. Navigate to your device’s main screen to find your app and relaunch it.
    • Amazon Fire TV – Press the back button on your remote until you exit the app. Once you have exited, click to select the app again.
    • Roku – Press the back button on your remote until you exit the app. Once you have exited, click to select the app again.
    • Android Mobile- Click the back button on your phone until you have successfully exited the app. In your phone’s app menu, click to select your app again. This will restart your application. 
  5. Ensure your device has the latest OS version installed
    • Older OS versions may have settings or other compatibility issues that prevent you from streaming video content.
    • Please update your device to the latest OS version