Lead Moderator

Spectrum TV App Troubleshooting

Troubleshooting Topics     

Programs are "Grayed Out"

If you're streaming while you're away for from home, you may not be able to access certain programs. Make sure you are connected to your in-home WiFi for full access to your TV channel lineup.

This applies to:

  • Live TV
  • Guide listings
  • On Demand titles
Playback/Buffering/Freezing Issues
  1. Turn your device (laptop/mobile) off, allow at least 60 seconds before turning it back on.
  2. Refresh your web browser and clear your browser's history (temporary files and cookies).
  3. If you're using the Spectrum TV app, uninstall and reinstall it.
  4. There may be an Internet connection issue - try resetting your modem.

Try this:

  1. If you have a Spectrum email account, enter your username with @charter.net. For instance:
  2. Passwords are case sensitive.

Reset Your Username or Password

  1. On the sign-in screen of the app, select Forgot Username or Password?
  2. Choose from the three options:
    • Get Username
    • Get Password
    • Get Username and Password
  3. Enter the required info upon request and follow the prompts.
  4. A 6-digit code will be sent via text, email, or automated call to verify your account.
  5. Enter the 6-digit code to retrieve your username or change your password.

Note: If you change your Spectrum account password, you will need to use the new password to sign into your Spectrum email, Spectrum TV app, and other TV channel apps.


Device Issues

Minimum Requirements

Try this:

  1. Subscribe to Spectrum TV and Internet and create a Spectrum username.
  2. Make sure your:
    1. Payments have been made. Learn how to pay your bill.
    2. Device meets these requirements:
      • Apple iOS 9.0+
      • Android OS 4.2+
      • Kindle Fire and Kindle Fire HDX (excluding 1st generation Kindle)
      • All Roku streaming devices (excluding 1st generation Roku)
      • Xbox One
      • Samsung Smart TV (2012-present models)
      • Internet speed of at least 10 Mbps (Improve your WiFi connection)
Outdated App Version

Download the latest version of the Spectrum TV app.

Note: If you're having trouble downloading the latest version, try uninstalling and reinstalling the app.

Upgrade OS (Operating System)

iOS Users:

Go to Settings > General > Software Update

Android Users:

Go to Settings > About Phone/Device > Software/System updates


Parental control options may vary based on the device you're using. For specific info, select your device from the list below:

Learn more about parental control options for SpectrumTV.com.

Location Permissions

Your location permissions of your device may be disabled. Go to your device's settings and enable the location permissions.

Jailbroken Device

Restore your device's factory settings.