Channel Freeze or "Playback Error"

Modified on Wed, 8 Nov, 2023 at 12:13 PM

Because VUtv+ is internet based distribution, sometimes you may experience channel freeze where the stream my just freeze or display "Playback Error". Good news, this is usually just a temporary glitch and will resolve itself on its own within a few seconds or occasionally it may require you to exit the channel stream by selecting back arrow or OK or you device or remote. Exiting the channel and coming back into it will always resolve the issue provided it is not a critical internet outage in the distribution grid.

***Please make sure that the device you are using has a strong internet signal.

***Buffering or signal loss can happen when there are multiple users using your internet, especially when others in your home may be involved in bandwidth intensive activities like gaming or streaming.

You can also try fully exiting the app and then rebooting your modem/router by unplugging it/them for at least one minute and then plug it back in. Let them modem/router fully restart before logging back into the app.

We also suggest taking a look at the recorded version of the show where you saw blackouts or freezes to see if the same thing happens in the recording. If the issues don't show up in the recording, it's likely a device internet reception issue. The recording will be an exact recording or how the signal was transmitted to you. It's helpful to know if it was a reception issue versus a transmission issue. Transmission is at our end and reception is at your end. To check the recording, use the navigation bar at the top of the screen and click on "Catch Up", select the channel, day and show.

If you have problems with most channels, then it is likely one of the issues described above. If it is just a couple of channels, it may be an issue at our end and we are most likely aware of it. Send us a note via a support ticket with what you are seeing and the channel name at anytime and our techs will look into it from our end.