Understanding how ARCstream LIVE works is important to help you troubleshoot simple problems.

ARCstream LIVE is not perfect and there will be issues, If there is a Major problem we announce it on our facebook page and in our ARCstream LIVE news page.

This saves us getting hundreds of messages which we cannot reply to everyone.

Facebook page

https://www.facebook.com/groups/145693732679511/

NEW Page on Telegram: instructions on how to set up Telegram is at the bottom of our LIVE TV Page

https://t.me/ARCstream

MOST issues are at your end, not ours.

We will announce when there is a known issue.

When you encounter a problem, follow a few of these basic steps.

Nothing is Working: Unable to LOG in

Have we made an announcement of a problem on our Facebook and telegram page? if not....

 

Things to TEST

Look for the 3 dots top right if using the ARCstream LIVE app to refresh channels.

Close the App down, restart it. Refresh channel list/content if you can log in.

Check your email for important account information.

Have we posted about a new app available? check notifications on Facebook or Telegram.

Solution to fix -

If you are unable to log in or use any of the service,  contact us. We will need to know your account information and what device you are using. Describe the issue when emailing us, telling us what you have tried.

Buffering

Is it happening on 1 channel or every channel?

Normally if it buffers on 1 channel and all others are OK, then the channel may need to be restarted to fix it....

Things to TEST

Change the channel, try 2-3 others, is it happening on them?

If it is happening on all channels, then this is a problem is highly likely at your end.

There are many things that can effect the LIVE TV. Read through the steps below to test other options.

 


Bad device -

Is you device to slow and old? Your device needs a good amount of processing power, it should respond quickly when navigating or opening apps.

 

How to Run a TEST to see if your device is the issue -

 

Use a different device, if you do not have a 2nd device, use your phone.

For iPhone, install GSEIPTV APP

For Android Phone use IPTVsmarters App

If your Test device works correctly, then you may have a bad device

 

Solution to fix - Factory Reset your device back to original settings or Buy New device.

 

 

 

 



Incompatible App -

Not every app works on every device (even our ARCstream LIVE Apps). You may need to use a Generic app that is more suitable to your device. we have a list of other apps available and recommend under the LIVE TV tab on our website.

How to Run a TEST

Download and install a different app, see if it fixes the issue. See apps above for options.


Slow Ping rate

This is VERY important.....Ideally you should use a wired internet connection as this helps with bandwidth issues and slow ping rate. Run a speed test on your device, there are many apps out there but not all report Ping. You should be under 100MS, however i want to see it closer to 10Ms

How to Run a TEST

Download a speed test app to your device (do not use your phone) that also shows the PING or Latency speed.

Solution to fix -

If you have a slow ping speed, Hard-wire your internet.  if you need help hard-wiring a fire-stick etc... we have adapters. Contact us for compatibility.


Distance from router

The further your router is away the more likely you will have  a problem, If you have to use Wifi and cannot hard-wire your internet connection.

How to Run a TEST

Taking the device closer to the router, if the service improves then you know the issue is with distance and you can work on a solution.


Not enough free space on Device

Go to your setting and look for storage, see how much is left. for a fire-stick, go to settings, applications, manage installed apps it will show you on that page what free space you have. less than 1GB of free space is low.

Solution to fix -

If your device is full or low on memory, Remove unused app or factory reset your device.


Bad hardware = Router or Modem

Do you have new and modern equipment. old hardware can cause many issues.

How to Run a TEST

Use your Phone as a hotspot, use you cell network. (not all cell networks are good enough to stream so you may still have issues.

See what happens, does it improve?

 


Bad internet companies

like Comcast or Xfinity

Unfortunately not all internet providers are the same. these two above are an example.

Ask you internet company for help, get them to test the line and hardware for potential issues.

How to Run a TEST

Use a VPN, Some Internet companies have limits of data you can use, are they throttling your speed?

Same as above, your your phone's hotspot.

Run a speedtest

Do you have a neighbor and family member nearby you can test on a different network.

All you are doing is trying to figure out what the issue is, then you can work on a solution

 

Things you can do to test and figure out the issue.

Pull power connection from your device and router and restart both.

 Use Ethernet connection rather than Wifi (if possible)

Reset your device back to factory settings and reinstall apps.

 use different Apps

6 Use different Device

Run a speedtest

use your phones cell network.

​​​

If you need help, ask us and let us know what you have tried.

© 2018 by ARCstream.net. All Rights reserved.