Astound TV + App- Article no. 9184

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

Expand All | Collapse All

Supported devices

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

Download 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

What to Watch

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.

Stream Live TV

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

Scroll through the guide until you find what you want to watch
Click on the program
Click the play arrow to start the live stream
You may also have options to restart or record* the selected show!

*nDVR not available in some areas

Start Over/Catch Up

Streaming Your Recordings*

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)

Click on the program
Click the play arrow to start the stream

*nDVR not available in some areas

Watching On Demand

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

Can I stream content internationally?

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

ChIn Home App (with Unmanaged Devices)ange title here!

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

Managing Devices Using Astound TV+

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.

Article ID: 60
Created: February 1, 2024
Last Updated: February 1, 2024
Author: [shekhar.bhanot@teamhgs.com]