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Charter TV APP Troubleshooting

Charter TV App

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

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

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

 

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 Spectrum 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 Spectrum TV App on iOS Device

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

  1. Close the Spectrum 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 Spectrum TV screen towards the top of the iOS device screen

iOs 7

  1. Press and hold the Spectrum 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 Spectrum 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 Spectrum 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 Spectrum 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 Spectrum TV App

If you continue to experience streaming issues with the Spectrum 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 TV App try the following:

  • If you have more than one Digital Receiver in your home make sure you are selecting the correct Digital Receiver when using the feature.
  • Make sure your receiver is on and tuned to live TV with no menus or guides displaying.  If your receiver is in off or in stand-by mode, it will not accept the Send to TV command.
  • Send to TV functionality may not be available within the first 36 hours after installation.

 

If you have an Arris, Motorola, or Pace brand Digital Receivers you may need to update on your equipment.

  1. Press the Menu button once on your remote control.
  2. Navigate to APPS and press OK/Select.

Apps

  1. Select 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.

TV App Update

  1. Unplug your Digital Receiver for 15 seconds, then plug it back in. When it is finished reloading you should be able to send to your TV within 30 minutes.
  2. Try 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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Remote DVR Scheduling

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

If you are experiencing problems scheduling DVR recordings on your Arris, Motorola, or Pace DVR try the following:

  • The Record feature is only compatible with the guide below:

Moto Guide

  • If you have more than one DVR in your home, make sure you are selecting the correct digital receiver when using the feature.
  • Make sure your DVR is on and tuned to live TV with no menus or guides displaying.  If your DVR is in off or in stand-by mode, it will not schedule any recordings.
  • Record functionality may not be available within the first 36 hours after installation.

If you are still experiencing issues you can try to update your receiver:

  1. Press the Menu button once on your remote control.
  2. Navigate to APPS and press OK/Select.

Apps

  1. Select 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.

TV App Update

  1. Unplug your Digital Receiver for 15 seconds, then plug it back in. When it is finished reloading you should be able to send to your TV within 30 minutes.
  2. Try to use the remote 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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Spectrum TV App Error Messages

A newer version of the Spectrum TV Application is now available

If you are seeing this message there is a newer version of the Spectrum 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 7.0 or above

If you are seeing this message your iOS device does not meet the minimum system software (iOS 7.0) requirements for the Spectrum 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 7.0 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 Spectrum 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 Spectrum 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 Spectrum 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 Spectrum 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 Spectrum 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 Spectrum TV App.

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You do not currently meet the minimum service level requirements to access Spectrum 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 Spectrum 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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Spectrum TV Application is not supported on jailbroken devices

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

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

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Authorization not allowed. Please disable VPN in the iPad settings menu before using the Spectrum 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 Spectrum TV App and apologize for any inconvenience.

If you are seeing this message you are trying to access the Spectrum TV Application through a VPN connection. Using the Spectrum 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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Spectrum 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 Spectrum 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 Spectrum 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 Spectrum TV Application or restart your device and try again.

Click here for information on restarting the Spectrum 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 Spectrum 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 Spectrum 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 Spectrum 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 Spectrum TV Application or restart your device and try again.

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

Click here for information on restarting your device

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