Basic Troubleshooting – Apollo Group TV Help Center

Error 400 Troubleshooting

admin — Thu, 05 Sep 2024 17:25:57 +0000

Error 400 troubleshooting

Error 400 occurs when you attempt to use a version of our app that is not compatible with the credentials provided to you. This error typically happens if you’ve installed a different version of the app than the one recommended in our setup instructions.

What Does Error 400 Mean?

Error 400 indicates that the app version you’ve installed is not configured to work with our service. Each version of our app is tailored to specific configurations, and using the wrong version can lead to issues such as this error.

Common Scenarios:

Installing a Different Version:
- If you’ve downloaded the app from a source other than the one we provided, or if you’ve installed a version that is not specifically configured for our service, you will encounter Error 400.
- Solution: To resolve this, please uninstall the current version of the app and install the correct version provided in the email you received during your subscription setup. This version is specifically designed to work seamlessly with the credentials and configurations we provide.
Using the Correct Version:
- Always ensure that you download and install the app from the official link or source provided in our communications. This will prevent compatibility issues and ensure that your credentials work as intended.

Need Assistance?

If you continue to experience Error 400 after installing the correct version or if you have any other questions, please contact our support team. We’re here to help ensure that you have the correct setup for a smooth streaming experience.

Error 356 troubleshooting

admin — Thu, 05 Sep 2024 17:23:56 +0000

Error 356 troubleshooting

Error 356 occurs when our system detects that you are trying to access our service from a different country than your initial login. This error typically happens if you are traveling abroad or using a VPN to mask your location.

What Does Error 356 Mean?

Error 356 is triggered when there is a mismatch between the country of your current IP address and the country from which you first logged in. This is a security measure designed to protect your account and ensure that your streaming experience is consistent with your subscription terms.

Common Scenarios:

Traveling Abroad:
- If you have traveled to a different country and are trying to access our service, you might encounter Error 356. This is because our system recognizes that your current location differs from your original login location.
- Solution: If you are traveling and want to continue using our service, you can contact us through our ticketing system. We can update your account to reflect your new location, allowing you to stream without interruption.
Using a VPN:
- If you’re using a VPN, it might route your internet connection through a different country, leading to Error 356. VPNs often change your IP address to make it appear as though you are in a different location.
- Solution: If you are using a VPN, try switching the VPN server to the country you initially logged in from. This should resolve the issue and allow you to stream without any errors.
- If the error persists even after switching VPN servers, please reach out to our support team for further assistance.

Need Assistance?

Whether you’re traveling or using a VPN, if you continue to face Error 356 or have any other concerns, don’t hesitate to contact our support team. We’re here to help ensure y

Error 358 troubleshooting

admin — Thu, 05 Sep 2024 17:20:16 +0000

Error 358 troubleshooting

If you’ve encountered Error 358 while using our app, it indicates that you are trying to stream content from multiple devices on different networks simultaneously. This error is a safeguard to ensure that our service is used within the terms of your subscription, allowing up to five devices to stream concurrently, provided they are all connected to the same network.

What Does Error 358 Mean?

Error 358 typically occurs when you attempt to stream on a device that is not connected to the same network as your other devices. For instance, if you are streaming on a TV at home and then try to stream on your mobile phone at work, you’ll encounter this error. Our system restricts streaming to devices on a single network to prevent unauthorized use across different locations.

Example Scenario:

Imagine you have three TVs and two smartphones connected to your home Wi-Fi. You can stream content on all five devices simultaneously without any issues. However, if you leave home and try to stream on your phone while your family continues to stream on the TVs at home, you’ll receive Error 358.

To resolve this, simply ensure that all your streaming devices are connected to the same Wi-Fi network.

Persistent Issues? Check Your Router Settings

If you’re still encountering Error 358 even when all devices are connected to the same Wi-Fi network, the issue might be related to your router’s configuration. Specifically, if your router is set up to use IPv6, it might assign different IP addresses to your devices, causing the system to mistakenly detect them as being on different networks.

To resolve this, you can change your router settings from IPv6 to IPv4. You can usually do this by logging into your router’s settings. If you’re unsure how, simply search online for instructions specific to your router model.

Need Help?

If you continue to experience issues or have any questions, don’t hesitate to reach out to our support team. We’re here to help ensure you have the best streaming experience possible.