We're sorry that you're having some trouble with the app! The steps below are a great place to start to fix run-of-the-mill issues.
- Restart the app
Close the app completely and then open it again.
- 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.
- Reinstall the app
Delete the app and download it again from the Apple App Store or Google Play Store.
- [Android only] Clear the app’s cache
Go to Settings > Apps > CGX > Storage and tap on "Clear Cache".
- Restart your device
This can often clear out minor glitches or issues.
- Ensure 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
- Storage space
Make sure there's sufficient storage space on the device. Limited storage can sometimes affect app performance.
- Other apps
See if there are any other apps running in the background that might be causing conflicts.
- [Android] Battery optimisation
Ensure the app isn't being restricted by any battery optimisation settings.
Internet connection troubleshooting
- Check the internet connection
Are you connected via WiFi or mobile / cellular data? Try the opposite to see if that makes a difference.
- 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.