Helix TV app troubleshooting

Helix On Demand content

You may be unable to watch some On Demand content away from home. Due to provider restrictions, some Helix On Demand content can only be watched through your home Wi-Fi network.

Recording on a Cloud DVR

You can watch online any recording that’s on your personal Cloud DVR once it has finished recording. If it’s still recording, you can’t watch it with the Helix TV app.

Live TV

Even if you’re away or not connected to your home Wi-Fi network, you can access Helix Go channels. In the Helix TV app menu, under Live TV, click on Helix GO Channels.

More information on viewing with the Helix TV app.

1. Check that you’ve enabled Wi-Fi access on your device.
2. Check that you’ve properly connected your device to your home network, instead of to a public Wi-Fi network or to another wireless network.
3. 3. Restart your device, open the Helix TV app and check if you are connected to your home network.

Through the Helix TV app on a desktop computer

1. Go to your web browser’s settings and clear your memory cache.
2. Close your browser, wait two minutes, then reopen it.
3. Open the app and try to play your recording again.

Through the Helix TV app on a mobile device

1. Make sure your device is connected to an active network.
2. Close and reopen the app.
3. Try to play your recording again.

Is your recording still not playing properly?

1. Close the app.

   Apple devices: Double-click on the Home button. A list of recently used apps will appear. Scroll left or right to find the Helix app, then drag the icon towards the top of the screen until it disappears.

   Android devices: Under Settings, tap on Applications, then the Running tab. Find TVE in the list, then tap Force stop.

   Note: Android devices don’t all work the same. If you can’t close the app, turn your device off, then back on.

2. Wait two minutes, the relaunch the app.
3. Try to play your recording again.
4. As a last resort, uninstalling and reinstalling your app (by downloading it once again from the online stores) should solve the issue.

Find out how to manage your recordings.

Some content downloads faster than other content depending on their length and format (HD or standard). If download times are especially long, consider using a faster network connection.

1. Return your recording to the cloud and download it again.
2. Make sure your device stays connected to your home network or the Internet throughout the entire download period. Changing or losing your connection while downloading can corrupt the file.

First, check that the channel you’re looking for is included in your package. If you’ve subscribed to it and still can’t find it in the Guide, contact us.

Did you know that you can filter the channels in the Program Guide? Find out how.

Downloading content is not available through the Helix Web app, but this feature is available through the mobile app.