Resolve Buffering Issues
Let's Try A Few Fixes to Get You Back on Track
(Click the Tab Below to Download Instructions)
There are many things that can cause buffering issues when using our services. We will list them below and list ways to test and resolve any possible issues. Read the TEST under each category, and if it fits your situation, do the SOLUTION. If not, go to the next step.
Quick Tips: If none of your channels are loading, contact support and verify, your account is in good standing, and we are not having any Network outages.
If it's only a few channels, notify customer support of the channel name and the error you are receiveing. Pics are encouraged to help target the source of the issue.
1. Check your Wi-Fi speed. Conduct a speed test and verify you are receiving speeds of 20mbps or higher.
A. Firestick: Click Home(on Remote), go to Settings>Network, and Run A Speed Test.
B. Onn Box: Click Settings button(remote), arrow down to wi-fi, click on your Wi-fi name, and make sure it says Excellent or Good.
2. Clear your Cache. Repeat this process 3x a WEEK, to minimize buffering issues.
A. Firestick: Click Home(on Remote), go to Settings>Applications>Manage Installed Applications, then find and select Blackbox Xtreme. Arrow Down and select Force Stop> then Clear Cache 3x, Arrow Up and select Launch Application.
B. Onn Box: Click Settings button(remote), select All Settings, Arrow down, click on Apps>See All Apps, Arrow down to Blackbox Xtreme, over and select Force Stop, OK>, down and select Clear Cache 3x-Click Ok, then Arrow up and choose Open.
3. Refresh Channels & EPG. Repeat this process DAILY, to minimize buffering issues.
Firestick & Onn Box. From the Blackbox Main Menu screen, Arrow to the left side Menu and select the Rotating Arrow icon(3rd from bottom). Close=Click Center Button(on Remote), OK=Click Back Arrow(on Remote).
4. Disable the Security Shield(Spectrum Customers Only). Verify you have the My Spectrum App and login info.
*To complete this step, you will need to have the My Spectrum app downloaded to your cell phone. You will also have to log in to the app to make the necessary changes. If you don't have your login information, call Spectrum Support to assist with obtaining it. Proceed once you have the app opened the app and logged in to your account.
A. Open the My Spectrum app and locate and select the Services tab. Scroll down to find Security Shield Settings and click on your Router.
B. Locate the Security Shield section and click View All.
C. Locate Security Shield in the center of page, and move the slider to OFF(Left). Confirm if you receive a pop-up. Once you have completed turning off your Security Shield, refresh your channels and EPG, and verify if the issue is resolved.
5. Reset your Device. A reset has been known to resolve buffering issues by resetting your IP Address.
Firestick & Onn Box. Unplug your device(not the TV) from the wall for 10 minutes. After 10 minutes, plug your device back into a surge protector. Allow time for the Blackbox App to load. Refresh Channels and EPG and verify if you problem has been resolved.
*If none of those steps improves your issue, that is a sign your internet provider is throttling your Wi-Fi network.
A. Call them and tell them you are having issues with several streaming apps and want them to clear all blocks linked to your devices(Onn Box, Firestick).
B. Another alternative is to install a VPN on each device. Using a VPN will prevent Internet Providers from blocking your account. Several options are listed below.
FREE VPN: Click the links for more info.
What is a VPN and how does it work?
bit.ly/vpn-explained
Proton VPN. *Download & Installation of app, may be required.
Create Your Free Account.
bit.ly/protonvpn4free
Create an account online, open the app on your device, click Quick Connect.
Once connected; Refresh Channels and verify if your problem is resolved.
Other VPN App options(Paid-Activation required)
www.NordVPN.com
NEED MORE HELP? SEE TROUBLESHOOTING FOR VIDEO ASSISTANCE.