App not responsive or returns a black screen

Modified on: Wed, 14 Dec, 2016 at 10:53 AM

There are many reasons why an app can stop working or just stop responding.

Listed below are some general steps you can take to try and resolve the error you're experiencing:

1. Check to see if there are any updates in the device app store.

It's always good practice to ensure that your app is up to date with the latest version available on the app store of the device you're using. While updates are generally done automatically, there are rare occasions where an update will not be automatically applied, and so it's good to check this first before attempting the rest of the steps below.

2. Restart the app.

Depending on the device you're using, the method to restart the app in question may differ. If you're unsure how to restart the app you're using, please feel free to send us an email at with the app name as well as your device model and we'll advise further.

3. Restart your device.

Just about every device on the market that streams video content, be it geo-restricted content or non geo-restricted content, will store temporary data in its memory known as cache. Depending on the device, this cache might not be cleared until the device you're using is restarted. 

4. Disconnect the Wifi or Internet access.

If neither of the options above work, please try disconnecting the Internet access on your device and log in to the app. 

Without an active Internet connection, you should receive an error when trying to login and in some cases, be logged out of the app completely. 

Once the app starts responding again, please return to the settings menu and reconnect to the Internet and try the app once more.

5. Uninstall and then re-install the app.

Please note that depending on the device you're using, re-installing a geo-restricted app may require VPN access as the device in question could be restricting apps based on your IP address, so please move forward with this option as a last resort.

Depending on the device you're using, you can either set up the VPN on the device itself or on a router that supports VPN configuration. 

Please visit our Get Started guide below which will guide you on setting up a VPN connection:

These are some basic troubleshooting steps that will usually work on most devices.  

Should the problem persist after trying out all of the suggestions above, please get in touch with our technical support team at and we'll do our best to advise further.

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