App troubleshooting

1. Restart the app
   Close the app completely and then open it again.
   
   
2. Make sure you're using the latest version of the app
   Sometimes issues are fixed in updates. Search for 'CGX' in your device's app store to see if an updated version is available.
   
   
3. Reinstall the app
   Delete the app and download it again from the Apple App Store or Google Play Store.
   
   
4. [Android only] Clear the app’s cache
   Go to Settings > Apps > CGX > Storage and tap on "Clear Cache".
   
   

Device troubleshooting

1. Restart your device
   This can often clear out minor glitches or issues.
   
   
2. Make sure your device's operating system is up-to-date
   This can solve compatibility issues.
   
   
   • On iOS: Go to Settings > General > Software Update
   • On Android: Go to Settings > Software Update
     
     
3. Storage space
   Make sure there's sufficient storage space on the device. Limited storage can sometimes affect app performance.
   
   
4. Other apps
   See if there are any other apps running in the background that might be causing conflicts.
   
   
5. [Android] Battery optimisation
   Ensure the app isn't being restricted by any battery optimisation settings.
   
   

Internet connection troubleshooting

1. Check the internet connection
   Are you connected via WiFi or mobile / cellular data? Try the opposite to see if that makes a difference.
   
   
2. Is your internet connection strong enough?
   If your internet connection is proving too slow and not high enough quality for streaming / casting videos, you'll need to get in touch with your internet provider.
   
   

Still not working?

Let's see if we can help. It's really helpful for us to have some basic information so we can help as best as possible. Please share this information with our team:

• What device are you using?
• What version of iOS or Android is your device running?
• How are you connected to the internet (WiFi or mobile / cellular data)?
• What is the exact issue you're experiencing?
• When does the issue happen / what action causes the issue to occur? 
• When did this start happening for you?
• Is there an error message, and if so, what is it?

Reach out to us with that information through our contact form.

Browser troubleshooting

1. Restart your internet browser
   Close the browser completely and then open it again.
   
   

2. Make sure you're using the latest version of your browser
   Sometimes issues can happen if you’re using an outdated internet browser. Check this website for guidance on how to update your internet browser: whatismybrowser.com: How to update your web browser.
   
   

3. Clear your browser’s cache
   Over time, your browser saves information from the websites you visit. It can help your browser run more smoothly to clear out this collected information from time to time. Check this website for guidance on how to clear the cache on your browser: kinsta.com: How to clear cache.
   
   

Internet connection troubleshooting

1. Is your internet connection strong enough?
   Check fast.com to see what your current internet speed is. You’ll need over 5MB to watch CGX videos in 1080p, and over 25MB to watch videos in 4K.
   
   If your internet connection is weak, you’ll notice that videos will buffer or sometimes not play at all. We recommend getting in touch with your internet provider to see if they can improve your connection.
   
   

2. Are you able to watch high quality videos on other platforms?
   It’s worth checking other platforms like Netflix or YouTube to see if your internet connection is able to stream videos there without issue. Bear in mind that videos on CGX are high quality, so they’ll need a bit more bandwidth than lower quality videos elsewhere.
   
   

3. Disconnect from your internet connection and reconnect
   Refreshing your computer’s connection to the internet could give it the restart it needs to run smoothly.
   
   

4. Restart your WiFi router
   If you’ve noticed that your internet connection is weak on all of your devices, you might want to try restarting your WiFi router. Switch it off for at least 10 seconds before switching it on again.
   
   

Still not working?

Let's see if we can help. It's really helpful for us to have some basic information so we can help as best as possible. Please share this information with our team:

• What device are you using (e.g. Windows PC, MacBook, mobile, tablet)?
• What internet browser are you using (e.g. Chrome, Safari, Edge, Firefox)?
• What is the exact issue you're experiencing?
• When does the issue happen / what action causes the issue to occur?
• When did this start happening for you?
• Is there an error message, and if so, what is it?

Reach out to us with that information through our contact form.