Check whether your television or streaming box uses Android TV or Google TV. Menu paths depend on the device and its software.
Check software and connectivity
- On Google TV, open Settings → System → About and note the model and version. Check for updates under System update.
- On Android TV, look in Settings → About or Device Preferences → About. On models with the older menu, check for updates under System software update.
- Open the network settings and verify that the television is connected to the intended Wi-Fi or Ethernet network.
- Check whether another video app plays normally. Then confirm the correct VUAH app and store region with support.
If an app freezes
Restart Google TV from Settings → System → Restart. Android TV may offer Restart under About. Try the same video again. If playback fails in one app, report the app version and exact error before clearing its data, which can remove saved sign-in details.
Check whether you are using the TV or a box
If the picture comes from an HDMI box, open Settings on that box using its own remote. The television’s internal settings may refer to a different network and store. A Google TV set up in Basic TV mode can also lack the app-installation features you expect. Check the device and profile you are using if you cannot find an app.
Check the app route before signing in
Ask VUAH which app and developer to look for, and where to get the TV version for your model. Tell support if you use a different Google profile or store region from the one in their instructions. Leave those settings as they are while you check the problem. Use the sign-in screen support specifies and keep your account details out of screenshots.
When the app and home screen behave differently
If Settings and the home screen respond but one app freezes, restart normally and retest that app before changing the network. If several apps cannot load video, check the device’s network settings and compare another device on that network. Note the result after each change so you can tell support what you have tried.
Common questions
Can I clear the app’s data?
A restart is a useful first step. Clearing data may sign you out and remove preferences. Confirm that you can regain access before clearing anything, and follow the manufacturer’s guidance before attempting a factory reset.
For repeated pauses, follow the buffering checklist. To prepare a second screen, return to device setup.
Still stuck?
Tell VUAH whether you use the TV itself or an HDMI box, along with its model and software version. Ask which app to use in your store region. Include the error text if the app freezes or you cannot sign in.
Ask VUAH about Android TV