I am getting an error message when playing an On-Demand video or Live TV.

At times, you may encounter the following error when attempting to play an on-demand video or the Live TV stream. 

"We're sorry we've encountered an error playing this video. Please try again later"

We have some steps to help fix this, However, if this error persists please select 'Submit a Request' above to email us so that we can troubleshoot. 

iPad/iPhone

1. Sign out of the GO app
2. Remove the GO app from your device (you may need to remove from iCloud as well)
3. Turn your device off, wait 30 seconds and then turn the device back on
4. Reinstall the GO app and sign in

Android Phone/Tablet

1. Sign out of the GO app
2. Open Settings.
3. Tap Storage (or App Manager) and then tap Other Apps.
4. Select the GO app you are having trouble with
5. Select the Clear Cache button.
6. Uninstall the GO app
7. Turn off your device, wait 30 seconds and then turn the device back on
8. Reinstall the GO app and sign in

OR

1. Sign out of the GO app
2. Open Settings > Apps > Tap the GO app you are having trouble with> Storage > Tap Clear Data & then tap Clear Cache
3. Uninstall the Go app
4. Turn off your device, wait 30 seconds and then turn the device back on
5. Reinstall the Go app and sign in

Kindle Fire Tablet

1. Navigate to Settings and then select Applications
2. Click Manage Installed Applications
3. Select the Go app you are having trouble with and click Clear Cache and Clear Data.
4. Uninstall the Go app
5. Turn off your tablet, wait 30 seconds and then turn the tablet back on
6. Install the Go app and sign in

Roku/Roku TV

1. Log out of the Go app on your Roku and then uninstall the app
2. Next, we'll clear the cache:
   • Make sure “Home” is selected from the main menu.
   • From the remote control, press the following buttons consecutively:
     • "Home” 5 times + “Up” + “Rewind” twice + “Fast Forward” twice.
   • It will take about 15-30 seconds to clear cache and restart.
   • Reinstall the GO app and sign in

Amazon Fire TV/Fire Stick

1. Sign out of the GO app
2. Press the Home button to return to the Amazon Fire TV home menu
3. Navigate to the Settings menu
4. Select the Applications menu
5. Select Manage Installed Applications
6. Select the GO app and then Clear Cache
7. Uninstall GO from your Fire TV and then reboot
8. Reinstall the Go app and sign in

Samsung Tizen TV

1. Sign out of the GO app
2. With the TV turned on, press and hold the power button on your Samsung TV remote.
3. Continue holding the power button while the TV powers off and then back on.
4. You have just cold booted the TV. The memory cache is cleared and the TV should run more smoothly.
5. Launch the GO app and sign in.

Apple TV

1. Sign out of the GO app
2. Open Settings on Apple TV, go to System, and select Restart.
3. Launch the GO app and sign in.

XBox One

1. Sign out of the GO app
2. Press and hold the power button on the front of the Xbox until it turns off completely.
3. Unplug the power brick from the back of the Xbox. Press and hold the power button on the Xbox several times to expel any remaining power and clear the cache.
4. Plugin the power brick.
5. Wait for the light on the power brick to change from white to orange.
6. Turn the Xbox back on as you would normally.
7. Launch the Go app and sign in