Troubleshooting Ignite TV or SmartStream Apps

If you’re having issues with one of the third-party apps on your Ignite TV or SmartStream box (ex: Prime Video, YouTube, Spotify, etc.), try these simple troubleshooting steps to fix the problem.

If you’re having issues with the Netflix app specifically, this article will also help.

Restart the App

The app may need a restart.

  1. Try exiting the app and then re-launching it.
    • Ignite TV: try exiting the app using the Exit button on your remote.
    • SmartStream: try exiting the app using the Home button on your remote.

Restart the Ignite TV/SmartStream Box

The Ignite TV/SmartStream box may need a reboot.

Restart the Ignite Gateway Modem

The Ignite Gateway Modem may need a reboot.

  1. Try restarting the Ignite Gateway Modem and then launching the app again when your modem and Ignite TV box are back up.
    • Keep in Mind: When restarting the Ignite Gateway Modem, all devices and Ignite TV boxes will lose service for a few minutes while the modem comes back up. So, you may only want to complete this step when it’s convenient.

Complete a System Refresh

From your Ignite TV/SmartStream box you can also try a System Refresh – which is a multi-check, self-help tool that can fix common issues.

Keep in Mind: Doing a System Refresh may reboot all Ignite TV boxes automatically and your service and recordings will be interrupted for up to 10-20 minutes. So, you may only want to complete this step when it’s most convenient. Also, make sure not to unplug the Ignite TV boxes while the System Refresh is in progress.

  1. Press the A button (triangle button) on your voice remote to open the help menu.
    • If your voice remote doesn’t have an A (triangle) button, you can also access the Help menu with the voice command “Help”.
  2. Under Troubleshooting, select System Refresh.
  3. Select Refresh Now.
  4. Once the System Refresh is in progress, don’t unplug or turn off any of your Ignite TV boxes. They will automatically reboot during this process.
  5. Once the System Refresh has completed, and your Ignite TV/SmartStream box is back up, try the app once again.

Try the service on another device

To eliminate the possibility of an issue with the third-party service (ex: Netflix, Prime Video, YouTube, etc.), if possible, try the service on another device (ex: Computer, Smart Phone, Tablet, SmartTV app).

  • If the issue also occurs on another platform other than your Ignite TV/SmartStream box, the third-party service may be experiencing an issue. You may want to contact their support team to investigate further.