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Charter TV APP Troubleshooting

Charter TV App

The following article contains resolutions for issues you may encounter while using the Charter TV Application.

For troubleshooting issues with your TV services and or TV equipment click here

Note: The Charter TV App is currently not available in Colorado, Montana, Utah and Wyoming. We will notify you when it does become available in these states.

 

General Information

Compatible Devices

Apple App Store

Apple Devices:

iPad®, iPhone® and iPod Touch® running iOS 5.1 or higher

You can check and update your iOS version by going to Settings > General> Software Update.

Amazon Appstore

Amazon Devices:

All Kindle Fire models, including the new Kindle Fire HDX, are supported except for the 1st Generation Kindle Fire.

Note: Go to Settings > Device > About and confirm your System Version does NOT start with 6.  If it starts with 6, you have the 1st generation Kindle Fire which is NOT supported.

Googe Play Store

Android Devices:

All tablets and phones running Android 4.0 (Ice Cream Sandwich) and above are supported.

Note: The Charter TV Application is only available in landscape view on tablet devices. The portrait view is not currently supported.

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Minimum Charter Service Requirements

Basic access:

Is available to any customer who subscribes to Charter Basic TV and Charter Internet services.

With basic access you can:

  • Interact with the guide.
  • Search for upcoming scheduled programs.
  • Add to your watchlist.
  • View kid-friendly programming in Kid Zone.
  • Check the latest scores in Sport Zone.
  • Browse On Demand

Full Access:

Full Access is available to any customer who subscribes to Charter Expanded Basic TV (or higher) and Charter Internet services.

With Full Access you can enjoy the basic features listed above, plus:

  • Stream live TV.
  • Set recordings or reminders.
  • Use your device as a remote to change channels.

* Charter authorized modem connected to a secure wireless router is required. Support for Charter TV customers without Charter Internet is coming soon.

  • A compatible Charter digital receiver is required to access tuning and DVR functions.
  • Motorola Digital Receivers can access Guide features and DVR functions.
  • Cisco/Scientific Atlanta Digital Receivers CANNOT access DVR functions at this time.
  • *SportZone is currently available only on iOS devices (iPad®, iPhone®, and iPod Touch® running iOS 5.1 or higher).

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User Limit

Multiple family members may access the application to stream live content simultaneously with a maximum device limit of 5.

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Access

Installing the Charter TV App

  1. Go to the App store on your device, search for Charter TV and install the Charter TV App. The app icon will look like this:

Charter TV App Icon

  1. Locate the Charter TV App on your device and tap to open.

Note: Charter has two Charter TV Apps available for download. Residential Charter customers should download the Charter TV App while students at the University of Wisconsin - Madison should download the Charter U App.  The Charter U App will only work on the University of Wisconsin - Madison campus.

Uof W Charter App

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Log In

  1. Open the Charter TV icon on your device.
  2. Enter your Charter.net email address and password or My Account user name and password. Click here for information on finding your Charter.net email address and password
  3. Tap the Log In button once you've entered your credentials.

Login

  1. Tap Accept on the Charter Software License Agreement screen.

EULA

  1. Tap OK on the Adult Content Warning to proceed. By tapping OK, you acknowledge the application contains content that may not be appropriate for all age groups.

Adult content warning

  1. The Charter TV App home page displays.

Charter TV App

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Create a Login

If you do not currently have a Charter.net Email address and password you can create one using the Charter TV App.

  1. From the log in screen, tap the Create Account button.

create account

  1. Enter information in the required fields and tap Submit
  2. Choose a Charter ID and tap NEXT to confirm your new Charter.net email was successfully set-up.

Note: Only Account Number and Last Name are required fields

account number & last name

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Password Reset

  1. From the log in screen, tap the Reset Password button.
account number & last name
  1. Enter information in the required fields and tap Next.
  2. Populate the Charter.net email address and Account Number fields and tap Next.

NOTE: When you reset your password while on a Charter Internet network, a drop down menu in the Charter.net email field pre-populates with the Charter.net email address associated with the account. If you are off the Charter Internet Network, you must add your security code, service zip code, or last name.

  1. Enter the New Password and Confirm Password, tap Next.

Or, if you are having trouble logging into the Charter TV app you can view your log in (your Charter.net Email Address) and reset your password in your online Charter My Account.

  1. Go to Charter.com/MyAccount and log into your online Charter My Account

Note: If you have not yet created an online Charter My Account click here to create one

  1. Click the Online Tools tab
  2. Your Charter.net Email addresses will be listed on the Email Address tab

Email Address

  1. To change your Email password click the CHANGE link next to the Email address you want to change the password for
  2. Enter a new password in the boxes and click the Save button

Change Password

Your password will be updated. You can now login to the Charter TV app using your Charter.net Email address and password.

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Manage Devices

Nickname your digital receivers

If you have multiple digital receivers in your house, the best way to understand which Receiver you are setting recordings to or changing channels on is to nickname your digital receivers.

  1. Go the My Account and select 'Manage Devices'
  2. Tap the 'Check this TV' button for each TV on your account until a pop-up appears on the TV you are in front of

Note: "Check this TV" popup will display for 3 seconds

  1. The pop-up will display the MAC Address of your digital receiver that will match the MAC Address listed under each of your TV nicknames
  2. Nickname the digital receiver after detecting the location of that TV
  3. This nickname will now appear each time you go to set a recording or change channels on your TV from the app

Note: Change your default TV to the TV you use most often with your app

Name device

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Streaming Issues

Video Won't Stream

If you are trying to stream Live TV while either outside of your home or while not connected to your Charter internet connection, return to your home or connect to your Charter Internet connection to stream content.

We receive the right to provide these shows and the programming services to you from the Cable Networks, and they place various limitations on Charter as to how, when and where we can authorize viewing (the same limits are placed on other distributors as well). For some Networks or shows we are unable to offer streamed, live programming outside of the home.

We are always working to gain the widest access to view these shows and provide you with the best experience possible.

If your device is connected to your Charter Internet and you are experiencing streaming issues, try the steps below.

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Troubleshoot Your Wifi Network

There can be several causes for slow streaming on the Charter TV App including slow WiFi speeds, distance & location of your wireless device.

To try to remedy the problem you can try resetting your cable modem and/or router.

You may also try disconnecting some devices from your wireless network. The more devices you have connected to your wireless network reduces the wireless signal speed there is for each device to use. Try disconnecting some of your devices that aren't in use to improve your streaming speed.

The following steps may also alleviate the problem.

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Restart the Charter TV App on iOS Device

Restarting the Charter TV App may resolve slow streaming or other issues.

  1. Close the Charter TV App by pressing the Home button on your iOS device once. Your home screen will be displayed

home button

  1. Double press the Home button to bring up a list of all the apps that are currently running on your iOS device

double press home button

Note: For iOS7 and above simply swipe the Charter TV screen towards the top of the iOS device screen

iOs 7

  1. Press and hold the Charter TV App until all the apps in the task bar start to wiggle. A red circle appears in the upper left of the app(s)

tap/hold Charter TV App icon

  1. Tap the red circle to close the Charter TV App. Closing other apps that are running can improve the performance of your iOS device as well

Note: This will not delete the app(s) from your iOS device. This simply closes the app(s) down completely. Performing these steps for app(s) on your home screen will delete the app(s) completely from your iOS device

  1. Press the Home button twice to close the task bar
  2. Tap on the Charter TV App icon on your home screen to restart the app

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Restart WiFi on iOS Device

Turning the Wi-Fi off and on again on your iOS device may resolve slow streaming or other issues.

settings
  1. Tap the Settings icon to open the Settings menu
  2. Tap Wi-Fi on the left
  3. Under "Wi-Fi Networks" on the right, tap the slider to turn Wi-Fi OFF

wifi off

  1. Tap the slider again to turn Wi-Fi back ON again

wifi on
You will automatically reconnect to your WiFi network. After your iOS device reconnects to your wireless network, attempt to stream video again using the Charter TV App.

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Power Cycle Your Device

Restarting your device may improve your streaming speed.

  • For instructions on restarting your iOS device, visit Apple's support page HERE.
  • For instructions on restarting your Kindle Fire device, visit Amazon's support page HERE.
  • For instructions on restarting your Android device, visit the manufacturers support site

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Reinstall Charter TV App

If you continue to experience streaming issues with the Charter TV App, try uninstalling and reinstalling the app.

  • For instructions on reinstalling apps on your iOS device, visit Apple's support page HERE.
  • For instructions on reinstalling apps on your Kindle Fire device, visit Amazon's support page HERE.
  • For instructions on restarting your Android device, visit Google’s support site HERE.

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Feature Problems

Send to TV

If you are experiencing problems using the Send to TV feature of the Charter TV app try the below steps:

If you have more than one Digital Receiver in your home make sure you are selecting the correct Digital Receiver when using the feature.

If you have Motorola brand Digital Receivers you may need to perform an update on your equipment.

  1. Press the Menu button once
  2. Navigate to APPS and press Select

Apps

  1. Select TV App Update

TV App Update

Once TV App Update is selected you will see a blue  "loading" banner with a series of "dots" that crosses the entire bottom of the screen. When finished the loading banner icon will disappear, you will not see a success message.

  1. Reboot your Digital Receiver, when it is finished reloading you should be able to send to your TV within 30 minutes.

After the update has been performed attempt to use the Send to TV feature again

Note: If this step has already been performed or if your Digital Receiver does not need this update, you will still see the TV App Update option. If you attempt to perform the update again, no loading icon will appear

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Scheduling DVR Recordings

If you are experiencing problems scheduling DVR recordings on your Motorola brand DVR try the steps below:

Note: At this time Cisco/Scientific Atlanta Digital Receivers cannot schedule DVR recordings

If you have Motorola brand Digital Receivers you may need to perform an update on your equipment.

  1. Press the Menu button once
  2. Navigate to APPS and press Select

Apps

  1. Select TV App Update

TV App Update

Once TV App Update is selected you will see a loading icon in the bottom right hand corner of your TV screen. When finished the loading icon will disappear, you will not see a success message.

After the update has been performed attempt to use the DVR scheduling feature again

Note: If this step has already been performed or if your Digital Receiver does not need this update, you will still see the TV App Update option. If you attempt to perform the update again, no loading icon will appear

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Charter TV App Error Messages

A newer version of the Charter TV Application is now available

If you are seeing this message there is a newer version of the Charter TV Application available for download in the Apple App Store. Tap the OK button to be taken to the App store, and then tap the Update button to update the App.

Note: You may be prompted to enter your Apple ID and Password

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To use this service you must have iOS 5.1 or above

If you are seeing this message your iOS device does not meet the minimum system software (iOS 5.1) requirements for the Charter TV Application. To update your iOS version:

  1. Go to Settings – General – Software Update

Note: If your device says it is up to date and you do not have iOS 5.1 or later, your device is not supported.

  1. Connect your device to your computer using a USB cable
  2. Launch iTunes
  3. After iTunes opens, select your iOS device when it appears in iTunes under Device
  4. Click the Check for Update button to check for available updates

Check for Updates

  1. iTunes will prompt you to download and install the latest iOS version that your iOS device supports. Click the Download and Install button to update your iOS device.

Note: Do not disconnect your iOS device until the update has finished

download and update

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We're sorry but your username and/or password was not accepted

If you are seeing this message the Charter TV Application has not recognized your username and/or password.

Your username and password will be your full Charter.net Email address and will be in an Email address format, meaning that it will include @charter.net.

login

If you have not created a Username/Charter Email address click here for instructions

Below are the steps for finding your Charter TV App/Charter.net Email address and resetting your password.

Note: This MUST BE DONE on a laptop or desktop computer. The below steps cannot be completed on a mobile device

  1. Go to Charter.com/MyAccount and log into your online Charter My Account

Note: If you have not yet created an online Charter My Account click here to create one

  1. Click the Online Tools tab
  2. A list of your Username/Email Addresses will be listed on the Email Address tab. Click the CHANGE link

online tools

  1. Enter a your new password in the boxes and click the Save button

change password

  1. Attempt to login to the Charter TV App again.

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Please enter your primary User Name and Password to access My Account

If you are seeing this message you are trying to access My Account features of the Charter TV App using a User Name/Charter.net Email address that is not the Head of Household (HoH) account. Only the User Name/Charter.net Email address that is designated as the HoH account can access My Account features of the Charter TV App.

Click here for more information on Head of Household (HoH) Charter.net Email accounts

Follow the steps below to determine and/or change the Head of Household (HoH) User Name/Charter.net Email account.

Note: This MUST BE DONE on a laptop or desktop computer. The below steps cannot be completed on a mobile device

  1. Go to Charter.com/MyAccount and log into your online Charter Account
  2. Click the Online Tools tab
  3. A list of your Username/Email Addresses will be listed on the Email Address tab. The Head of Household radio button will be selected next to the HoH account

head of household

  1. To change the designated HoH account select the radio button next to the desired account and click the Proceed button

proceed

  1. After changing the Head of Household account, or logging in with the designated Head of Household account, you will be able to access My Account features of the Charter TV App.

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You do not currently meet the minimum service level requirements to access Charter TV Application

There could be multiple reasons why you are seeing this message.

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You are currently not authorized to view this content

If you are seeing this message you do not meet the minimum required service level requirement to access the function/feature of the Charter TV App you are trying to use.

Please contact Charter Customer Care to upgrade your Charter Services in order to use the function/feature. 

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Charter TV Application is not supported on jailbroken devices

Customers who are using a jailbroken device to access the Charter TV Application will see this message. The Charter TV Application is not supported on jailbroken devices. Please restore your device to factory settings in order to use the Charter TV Application.

After restoring your device to factory setting you may need to reinstall the Charter TV App 

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Authorization not allowed. Please disable VPN in the iPad settings menu before using the Charter TV Application service

We are aware of a small number of users who do not use the VPN option of their device yet are still receiving the error message to disable their VPN in the iOS settings menu. We are working to resolve this sporadic, intermittent issue in a future release of the Charter TV App and apologize for any inconvenience.

If you are seeing this message you are trying to access the Charter TV Application through a VPN connection. Using the Charter TV App through a VPN connection is not supported.

To disable your VPN connection:

iOS 6 & 7 Users
Go to Settings > General > VPN. Tap the VPN slider to turn it OFF

VPN

iOS 5 Users
Go to Settings > General > Network > VPN. Tap the VPN slider to turn it OFF

VPN

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Available bandwidth is too low to continue streaming

If you are seeing this message you have exceeded the bandwidth allowed for your level of Charter Internet service.

Click here for more information on Charter Excessive Use of Bandwidth policy

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Charter TV Application can only be accessed using a Charter registered modem at the registered address on your Charter account

If you are seeing this message please make sure that you are using a compatible DOCSIS 3.0 modem and that you are accessing the Charter TV App from the home where you're Charter Services are active. 

Click here for information on compliant and non compliant modems on Charter's Network 

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We apologize. We are unable to process your request at this time

If you are seeing this message the Charter TV Application is experiencing technical difficulties with the function or feature you are trying to access. The function/feature is temporarily unavailable.

Exit the feature, restart the Charter TV Application or restart your device and try again.

Click here for information on restarting the Charter TV Application

Click here for information on restarting your device

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Due to programming limitations access to Live TV is currently unavailable outside of your registered home address

If you are seeing this message you are trying to stream Live TV while either outside of your home or while not connected to your Charter internet connection. Please return to your home or connect to your Charter Internet connection to continue streaming content.

We receive the right to provide these shows and the programming services to you from the Cable Networks, and they place various limitations on Charter as to how, when and where we can authorize viewing (the same limits are placed on other distributors as well). For some Networks or shows we are unable to offer streamed, live programming outside of the home.

We are always working to gain the widest access to view these shows and provide you with the best experience possible.

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There are too many devices currently accessing the Live TV feature within your home

If you are seeing this message, there are more than 5 devices in your home streaming Live TV using the Charter TV Application. Multiple family members may access the application to stream live content with a maximum device limit of 5.

You will need to log off of at least one device to stream Live TV on the device you attempting to stream from.

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To use the Live TV service on your device you will need a DOCSIS 3.0 modem with a secure WiFi connection

If you are seeing this message please make sure that you are using a compatible DOCSIS 3.0 modem and that you are accessing the Charter TV App from the home where you're Charter Services are active. 

Click here for information on compliant and non compliant modems on Charter's Network.

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We apologize but live TV is currently unavailable. Please try again. If the issue persists please call Customer Care at 1-888-438-2427 

If you are seeing this message please make sure that you are using a compatible DOCSIS 3.0 modem and that you are accessing the Charter TV App from the home where you're Charter Services are active. 

Click here for information on compliant and non compliant modems on Charter's Network.

Exit the feature, restart the Charter TV Application or restart your device and try again.

Click here for information on restarting the Charter TV Application on an iOS device

Click here for information on restarting your device

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