Apollo Group TV not working? Fixes for our customers

Start with these two-minute checks

Work down the list and stop as soon as playback comes back.

1. Close the player app completely, not just to the background, and open it again.
2. Restart the device. For a TV or streaming stick, pull the power plug for 30 seconds.
3. Restart your router if other apps on the same connection are slow too.
4. Play three or four channels from different categories. One silent channel is a different problem from nothing playing at all.
5. Check your plan's end date. Most player apps show it under account or user info. A free trial ends 24 hours after it starts.

403 or "access denied"

A 403 means the server turned down the login your player sent. The cause is almost always the login itself:

• A typing slip. The server address, username and password must match our message exactly. They are case-sensitive, and one extra space breaks them. Copy and paste them if your device allows it.
• The wrong login screen. Server, username and password go in the player's Xtream Codes (or "XC") screen; an M3U link goes in its playlist screen.
• An ended plan or trial. Once a plan or trial ends, its login is refused. Renew on WhatsApp, and when the invoice is paid we confirm which login to use.
• More screens than your plan allows. A plan plays on as many screens at once as it has devices: one, two or three. Stop one stream, or ask us about more devices.

If all four check out and the 403 stays, message us and we'll look at the line from our side.

Timeout or "can't connect to server"

The player asked the server for something and got no answer in time. Check these in order:

1. Is the device online? Open another streaming app on the same device. If that fails too, the problem is the internet connection, not the player.
2. Is the server address complete? Enter all of it, including the http:// at the start and any port number after the colon. A missing port is the most common cause of a timeout on a new setup.
3. Is the clock right? A date or time that is hours out can stop secure connections. Set them to automatic.
4. Is the player up to date? Install any update from your device's app store.

If timeouts only happen at busy evening hours, note the times and send them to us.

Buffering, freezing or a blurry picture

Live TV needs a connection that stays steady for the whole program, so short drops matter more than top speed.

• Speed per screen: count on roughly 10 Mbps for each HD stream or 25 Mbps for each 4K stream, on top of whatever else your home is doing online.
• A cable beats Wi-Fi. If the TV or box has a network port, an Ethernet cable from the router often ends buffering by itself. On Wi-Fi, bring the router and the device closer, or use the 5 GHz band.
• Raise the player's buffer. Many player apps have a buffer size setting. A bigger buffer starts a moment later and drops out less.
• Clear the app's cache (see the device steps below). A full cache can make playback stutter.

Is Apollo Group TV down, or is it my setup?

This page can't tell you whether something is wrong on our side right now, but you can narrow it down:

• If one channel won't play while others do, that channel's source is the problem. Try it later, or send us its name.
• If nothing plays on one device but your login works on another, the device or its player app is the cause. The device steps below usually fix it.
• If nothing plays on any device after the two-minute checks, message us. We check your line and tell you what we find.

Channels, movies or categories are missing

The line-up changes over time: channels are added, renamed and moved between categories. Your player keeps its own copy of the list until it refreshes.

• Refresh the playlist with the player's "Update playlist", "Reload" or "Refresh" option.
• Look for hidden categories. A category hidden by mistake looks exactly like a missing one.
• Remove the login and add it again if a refresh doesn't help. That downloads the whole list from scratch.

The channel list shows how the line-up is grouped. If something you used to watch has gone, send us its name.

Fixes by device

Fire TV and Firestick

1. Go to Settings, then Applications, then Manage Installed Applications, and select your player app.
2. Choose Force stop, then Clear cache. Leave Clear data alone unless you're ready to type your login again.
3. Restart: hold Select and Play/Pause on the remote for about five seconds.

If the player won't open, update it from the Amazon Appstore. Our guide on how to install Apollo Group TV on Firestick covers setting the login up again.

Android TV and Google TV

1. Open Settings, then Apps, select your player app and choose Force stop.
2. Choose Clear cache. On some models it sits under Storage.
3. Check Google Play for an update to the player, then restart the TV or box.

Samsung, LG and other smart TVs

Smart TVs keep apps in memory even when the screen is off. Unplug the TV at the wall for a full minute, then open the player again. If it still fails, reinstall the player from the TV's app store and re-enter your login. If the player itself says its activation has expired, that is a fee to the app maker, separate from your Apollo Group TV plan.

iPhone, iPad and Apple TV

1. Close the player from the app switcher. On an Apple TV, double-press the TV button on the remote to open it.
2. On an iPhone or iPad, check that Settings, General, Date & Time is set automatically.
3. If the problem stays, delete the player, install it again from the App Store and add your login again.

Windows PCs and Macs

Quit the player completely, install any update it offers, and restart the computer if it has been on for days.

What to send us if it still doesn't work

Message us on WhatsApp at +44 7473 961793. We answer every day. Include:

• the email address or WhatsApp number you ordered with;
• your device, for example "Fire TV Stick 4K" or "Samsung TV from 2021", and the player app;
• what you see: the exact error, or a photo of the screen;
• when it started, and whether it affects every channel or only some.

Don't send your password or any card details. We can find your line from your order.

Message us on WhatsApp

Prefer to write? Use the contact form, or browse the FAQ.

Not a customer yet? The Apollo Group TV free trial runs for 24 hours with no card, so you can test playback on your own device first.