Troubleshooting TV Service - TekSavvy Community
<main> <article class="userContent"> <h4 data-id="note%3A-while-knowing-if-other-applications-are-working-we-do-require-you-to-complete-all-troubleshooting.-as-our-tv-is-different-from-their-abilities-and-servers.">Note: While knowing if other applications are working, we do require you to complete all troubleshooting. As our TV is different from their abilities and servers.</h4><h3 data-id="you-can-only-use-the-app-on-your-personal-teksavvy-internet-service.-only-certain-goapp's-will-work-off-your-network.-this-also-means-all-vpns-must-be-disabled-on-the-device-using-the-app.">You can only use the App on your personal Teksavvy Internet service. Only certain GoApp's will work off your Network. This also means all VPNs must be disabled on the device using the App.</h3><h2 data-id="is-your-internet-working">Is your Internet working?</h2><p>Our TV service is an IPTV so it needs internet to work. If your internet is being down / super slow, that would be why your TV does not work. </p><h3 data-id="cable-internet-issues"><a href="https://community.teksavvy.com/kb/articles/106-cable-internet-quick-troubleshooting" rel="nofollow noreferrer ugc">Cable Internet Issues</a></h3><h3 data-id="dsl-internet-issues"><a href="https://community.teksavvy.com/kb/articles/31-dsl-quick-troubleshooting" rel="nofollow noreferrer ugc">DSL Internet Issues</a></h3><h3 data-id="is-the-service-slowtv-buffering">Is the Service Slow/TV buffering?</h3><p>Since it is an internet application if your internet is slow / buffering in general, that will impact the TV service. <a href="https://community.teksavvy.com/kb/articles/27-slow-speeds-troubleshooting" rel="nofollow noreferrer ugc"><strong>Please find out more on troubleshooting that issue here.</strong> </a></p><h2 data-id="cannot-log-in-using-teksavvy-mysavvy-portal-account">Cannot log in using TekSavvy MySavvy Portal account</h2><p>TV is not an included service. You must order it before you can log in and use the App or any Go Apps we have access to. <a href="https://community.teksavvy.com/kb/articles/75-mysavvy-ordering-tv-service" rel="nofollow noreferrer ugc"><strong>Please click here to go over ordering the service.</strong></a></p><h2 data-id="tv-app-will-not-work-on-one-of-my-devices">TV App will not work on one of my devices</h2><h3 data-id="approved-devices">Approved Devices</h3><p>Our TV is only supported on Approved Devices. Please <a href="https://community.teksavvy.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fwww.teksavvy.com%2Fservices%2Ftelevision%2F%23tstvbox" rel="nofollow noreferrer ugc"><strong>click here</strong></a> to find the list. If it is not posted, we are sorry it cannot be used.</p><p>Feel free to keep checking in! We will post all new devices as they are available. </p><h3 data-id="android-device-security-level">Android device security level</h3><p>Some devices do not meet the requirements for our App. To find out : </p><p>Download DRMINFO from the <a href="https://community.teksavvy.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fplay.google.com%2Fstore%2Fapps" rel="nofollow noreferrer ugc"><strong>Google Play store</strong></a>.</p><p>go to <strong>Widevine CDM</strong> > <strong>Security info</strong> - needs to be <strong>L1</strong> or <strong>L2</strong></p><p>Another level <strong>L3</strong> may at some point get updated but we cannot guarantee that. As it is the security level required to work the app due to broadcasting guidelines and restrictions. We also cannot update your device to these levels.</p><h2 data-id="apple-ios-15">Apple iOS 15</h2><p>Apple has introduced a feature called <strong>Private Relay</strong> within the latest version of iOS 15. The feature is described as "Private Relay is an internet privacy service that hides your IP address in Safari and protects your unencrypted traffic. When it's on, you can browse the web in a more secure and private way." (Users must be subscribed to iCloud+ in order for the feature to be utilized).</p><p>The TekSavvy TV application will launch, however will not be able to playback any content. Due to our agreements with content providers, we do not allow access to TekSavvy TV while off-network, when using 'Private Relay' all of the traffic on the device is sent through a proxy (off-network) that is attempting to access TekSavvy TV data.</p><p>1) Navigate to <strong>Settings</strong></p><p>2) Select the <strong>Apple ID</strong> account at the top</p><p>3) Select <strong>iCloud</strong></p><p>4) Select <strong>Private Relay</strong>, then move the slider accordingly</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://community.teksavvy.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fus.v-cdn.net%2F6032279%2Fuploads%2F6BOKU4UEXQAO%2Fimage.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032279/uploads/6BOKU4UEXQAO/image.png" alt="image.png" height="618" width="714" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <h2 data-id="unable-to-load-tv-app"><strong>Unable to load TV App</strong></h2><p>Please start with attempting to use another device. If it works on another device with no issues, it may be one of the other reasons listed above. If it is not related, please attempt the following:</p><p>Close completely out of the app</p><p>Uninstall the app from your Device</p><p>Reinstall and log in again</p><p>If no changes, please unplug the device from the power source for a full 3 minutes or restart it, if it's a mobile device.</p><h2 data-id="pvr-issues">PVR Issues</h2><p>Unable to record any new recordings? Planned recordings will reserve the necessary number of hours on the quota to avoid future recording errors due to insufficient capacity. That means if you have things in the future your usage may be all used up! <a href="https://community.teksavvy.com/kb/articles/88-pvr-set-up-and-use" rel="nofollow noreferrer ugc"><strong>You can read more about this here.</strong> </a></p><h2 data-id="to-open-a-ticket">To open a Ticket</h2><p>If you have ensured it is not on your end we need you to open a ticket. <a href="https://community.teksavvy.com/messages/add/TSI_Support" rel="nofollow noreferrer ugc"><strong>Please complete the following and open a ticket by clicking here!</strong></a></p><ul><li>Device(s) in Question & Version:</li><li>Date of when the issue first started:</li><li>TV Channel(s) Impacted:</li><li>On-Demand Working (y/n):</li><li>Outline what is going wrong:<ul><li>If a Feature (like Closed Captioning, Lookback, Etc) please confirm if it works on other channels. Also please confirm if it is just the program or also commercials do the same:</li><li>If On Demand issue, please outline all impacted shows and if you can access the Live channel. If only certain channels please confirm if other On-Demand content works as normal:</li><li>If it is an intermittent issue, please outline exactly how the issue happens. Even recording how often per day, week, etc and what times. For instance, it only happens when I access a certain channel at exactly XXX time.</li></ul></li><li>Uninstalled and Reinstalled App(y/n):</li><li>Version of Teksavvy TV App:</li><li>Cleared App Cache (normally found within the Applications section):</li><li>Restarted the Device in question(y/n):</li><li>Please include a clear picture of the issue in your ticket.<ul><li>If it is not possible make sure to clearly provide all error codes you may encounter.</li></ul></li><li>Please provide exact steps to replicate the issue if it is consistent:</li><li>If PVR related issue, include the exact show and set time for recording:</li><li>Our TV team may need to access your MySavvy portal for testing. Please confirm if you allow them to do so or not?</li></ul><p><br></p> </article> </main>
