One of the most common causes of streaming issues is weak or intermittent internet connectivity. Frequent rebuffering or loading, problems starting the OWO app, error messages stating "Cannot connect to the internet," or trouble playing a TV show or movie on your device generally indicate a slow or interrupted internet connection. These streaming problems are sometimes accompanied by error codes, which have their own troubleshooting steps. If you are experiencing an error code, please search for it on our Help Center. If you do not see an error code, follow the troubleshooting steps for your device below.
- Restart your home network
- For this step, make sure to leave your device and all of your home network equipment powered off and unplugged as a group for 30 seconds before plugging each device back in one by one.
- Turn off your mobile device.
- Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.
- Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.
- Turn your device back on and try OWO again.
- Try a different internet connection
If possible, connect your mobile device to a different internet access point to rule out any potential home network configuration problems. Some examples:
- Attempt to connect to a different Wi-Fi network in range of your device.
- Bring your device to a neighbor's or friend's house and attempt to stream.
- If you have the ability to access a cellular data network on your device, try using it to connect to OWO. While we generally don't advise streaming over a data network as a fix, it's a good way to see if a home network configuration issue is what's keeping you from streaming reliably.
If you're able to stream using a different internet connection, we recommend checking with whoever set up your home network to resolve any potential issues with the way the network is configured.
- Restore your ISP's default settings
If you've modified your streaming device for custom connection settings, we recommend restoring your internet service provider's default settings. If you are connecting with a Virtual Private Network, disable it and connect directly with your home internet. If you have changed your streaming device to a custom DNS setting, try resetting the device to acquire DNS automatically. If you are unsure how to complete any of these steps, reach out to your streaming device manufacturer for more assistance.
- Improve your Wi-Fi signal
If you're connecting over Wi-Fi and the above steps didn't help, follow these suggestions to improve your wireless connectivity:
- Move your router to a new location to improve signal strength. You'll usually see better reception throughout your home if the router is in a central location.
- Move wireless devices such as cordless phones or microwave ovens away from your router. Wireless interference from these devices can create issues when you try to connect over Wi-Fi.
- Elevate your router off the floor. A router on top of a bookshelf or desk will give you better reception than a router placed behind or under furniture.
- What should I do next?
If you have completed the steps above but are still having issues connecting to OWO, you'll want to contact your internet service provider. They can help you resolve network connectivity issues by determining if your router is properly set up to communicate with the other devices on your home network.