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Astound TV + App- Article no. 9184

Estimated Reading Time: 7 Minutes
60   February 1, 2024  Data Equipment 0

Self-Service Support Alert: this article is available for customers on help.astound.com

Introduction

  • With the Astound TV+ app, stream live TV where you want on your device 
     
  • Use the Astound TV+ app to search, schedule, record and watch on your Internet-connected device
     
  • The Astound TV+ app is available to customers who have a cable subscription with IPTV equipment on their account. In order to use all features available, you must be using your local wireless network.

 

Restrictions/Limitations:
 

    • Limit is 5/6 simultaneous streams (primary device + 5 devices)

    • Can download/register up to 12 devices (auto age out in 6 months without use)

    • Must have active cable service and at least one IPTV box with Astound Broadband

    • With the app on a phone or tablet, you can watch out of the home. However, some programmers do not permit out of home streaming

    • Recordings cannot be downloaded to your device. Subscription On Demand and your own recordings (from the cloud/nDVR) can be watched out of the home

    • Currently, On Demand cannot be purchased/watched out of the home unless you originally purchased in the home. If this is the case, you are able to resume it from your My Rentals folder

    • Unmanaged Devices (a.k.a Unmanaged Streamers) like Android TV, Fire TV, Apple TV, etc. cannot be transported to a network that is not yours. You must be on your home network for the app to work

    • Casting from device to TV is not available

    • Channel Lineup - Please be aware that the channel lineup on the app may not be identical to the one you have at home. This is a general streaming lineup that may not include certain channels available on your IPTV box

  • Please note: TiVo Stream 4K is not compatible with the Astound TV+ app

 

Resolution Steps
Anything NOT on this list is labeled as UNSUPPORTED / UNTESTED.  It may work, but we will not support or troubleshoot.

Mobile Devices

  • Operating System Requirements:
    • App Version – 4.8X
    • iOS Versions – 13.0 or later
    • Android – 7.1 and up
       
  • Mobile Phones:
    • iPhone: 12, 12 Pro, 12 Pro Max, 12 mini, SE, 11, 11Pro, X, Xs, XR, 9, 8 Plus
    • Android:  Pixel 5, 4, 4a, Samsung Galaxy S20, S10, S10+, S9, Note 10
       
  • Tablets:
    • iPad Pro, iPad Air 2, iPad Mini, Samsung Galaxy Tab A, Samsung Galaxy Tab S
    • Please note:
      • iPad Pro devices with the Apple M1 chip are not yet verified and therefore, are not officially supported. TiVo is in the process of validating this
      • MacBook with M1 chips are not supported

 

Unmanaged Devices (Stream In-Home Network Only)

  • Android TVs:
    • Sony Bravia TV 2021 – Android TV 10 (Google TV)
    • nVidia Shield – Android TV 9 Pie
    • nVidia Shield Pro – Android TV 9 Pie
    • Ematic Jetstream AGT418 – Android TV 9 Pi
    • The following Android TV releases are qualified: • Android TV Pie • Android TV 10 (Q)
       
  • Amazon / Fire TV:
    • Fire TV Stick — Third Generation - Fire OS 7
    • Fire TV — Third Generaton - Fire OS 7
    • Fire TV CUBE  - 2nd Gen and Third Generation - Fire OS 7
    • Insignia HD - Fire TV Edition (2018-2020) – Fire OS 6
    • Fire TV Stick 4K – First Gen (2018) – Fire OS 6
    • Fire TV Stick Lite – 1st Gen (2020) – Fire OS 7
  • Apple:  
    • Apple TV - 4th Gen  (OS 14+)
    • Apple TV - 4K (2017)

Please note: TiVo Stream 4K is not compatible with the Astound TV+ app

When Installed, launch the Astound TV+ app. You are sent to the authentication page. Enter your MyAstound credentials.

  • Access to content after subscribing up-to-24 hours

The What to Watch screen is the first screen that populates after logging in. You can navigate to different screen menu button on Android devices, or the Smart Bar at the bottom of the screen for iOS users.

 

To access live TV, click on the Guide icon at the bottom of the screen (or the Menu in Android)

  1. Scroll through the guide until you find what you want to watch

  2. Click on the program

  3. Click the play arrow to start the live stream

  4. You may also have options to restart or record* the selected show!

*nDVR not available in some areas

 

Start Over/Catch Up

You can access all your recordings* at any time by pressing the My Shows icon at the bottom of the screen for iOS (or the Menu in Android)

  1. Click on the program

  2. Click the play arrow to start the stream

    *nDVR not available in some areas

On Demand selections can be accessed using the On-Demand icon at the bottom of the screen (or the Menu in Android)

  • Free content is available depending on your channel subscriptions

  • VOD Purchases are not allowed through the App; only on your TV

  • Adult VOD is not available
  • Content is not available internationally
     
  • Streaming is limited to the continental US, Alaska, Hawaii and Puerto Rico
     
  • International distribution rights are held by the content providers

Interface

    • When this app is loaded it will work like the IPTV interface the customer is used to

  • Choose Watch TV to view the last channel viewed or Guide to see what is on

 

Using the Guide

    • Navigate through the guide using the arrow keys

    • Hold the arrow key down for a quick scroll through the channels

    • Setting recordings and one passes from the guide is exactly the same as IPTV

  • Select the future show and follow the prompts

 

Trick Play

  • The pause, fast forward and rewind buttons are the same and will show when you push the middle the arrow keys

Go to my.astound.com/devices

    • You can remove any device from the list using the Trash Can icon

 Internal Information

 



Agents can also see and remove any equipment associated with the customer's account in the Selfcare tool:

    • Select Customer Info, then choose the button labeled Selfcare tool

    • BOLT will auto log in you in and search for the account

  • Click on the menu labeled IPTV Devices


Error Messages and Troubleshooting

Cannot find the DVR

 

PLEASE NOTE: nDVR not available in some areas

  • The DVR is not listed in your App for you to choose, or you get an error message: We did not find a TiVo DVR on your account 
     
  • The TiVo servers are not recognizing the device and needs to be told about it
     
  • Re-provision and/or re-register the TiVo
     
  • If still not resolved, click Create Work Order or Technical Case
     
    • Fill out the information as described below and click Submit
       
      Trouble Call or Tech Case IPTV Issue
      Service Category IPTV ONLY
      Problem Description IPTV Unmanaged App Issue
      *CA Device ID *See notes below
      Select All IPTV equipment
      Enter Contact number, contact name
      Add Pertinent Comments such as (Error, equipment, troubleshooting, operating system or browser, channel, etc.)

      * CA Device ID can be found by opening the app on the device with the issue. Go to Settings, then DEBUG > Debug Options. You will find the CA device ID about halfway down.

 

 

Unauthorized Modification Detected

 

  • The Astound TV+ app cannot stream content to devices that are jailbroken or devices that are running public beta version software
     
  • Streaming won't be allowed on those devices
     
  • Per requirement of CableLabs and the content providers as such system does not guarantee a secure decode environment
     
  • Advise the customer the use a different device or a computer to stream content
     

 

 

Error 502 when trying to use the app:

 

  • Error 502 is a generic error that does not suggest a particular issue
     
  • Simply signing out/in or force quit and re-launch will typically rectify
     
    • Click Create Work Order or Technical Case
       
      • Fill out the information as described below and click Submit
         
        Trouble Call or Tech Case IPTV Issue
        Service Category IPTV ONLY
        Problem Description IPTV Unmanaged App Issue
        *CA Device ID *See notes below
        Select All IPTV equipment
        Enter Contact number, contact name
        Add Pertinent Comments such as (Error, equipment, troubleshooting, operating system or browser, channel, etc.)

        * CA Device ID can be found by opening the app on the device with the issue. Go to Settings, then DEBUG > Debug Options. You will find the CA device ID about halfway down.

 

 

Any other error

 

  • There are many other errors that can and do occur with the Astound TV+ app, In each and every event a case needs to be placed
     
    • Click Create Work Order or Technical Case
       
      • Fill out the information as described below and click Submit
         
        Trouble Call or Tech Case IPTV Issue
        Service Category IPTV ONLY
        Problem Description IPTV Unmanaged App Issue
        *CA Device ID *See notes below
        Select All IPTV equipment
        Enter Contact number, contact name
        Add Pertinent Comments such as (Error, equipment, troubleshooting, operating system or browser, channel, etc.)

        * CA Device ID can be found by opening the app on the device with the issue. Go to Settings, then DEBUG > Debug Options. You will find the CA device ID about halfway down.

 

 

 
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Astound TV + App- Article no. 9184
Estimated Reading Time: 7 Minutes   February 1, 2024 0

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