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No picture with the Spectrum TV App on Motorola Z4

Bob211Bob211 Posts: 5 ✭✭
edited November 2020 in Spectrum TV for Android Nov 25, 2020

Why does the spectrum TV App not work on my motorola z4 android phone? Sound only no picture.

Replies

  • Anthony_VAnthony_V Posts: 48 MOD
    Nov 25, 2020

    Sorry for any issues you are experiencing. What version of the Android OS do you currently have on your phone? Is this occurring for a specific channel or any that you attempt to watch and have you been able to try deleting and reinstalling the Spectrum TV App to the device?

  • Bob211Bob211 Posts: 5 ✭✭
    Nov 25, 2020

    Android 10 all channels sound only no picture. I have uninstalled and installed app several times does not work

  • James_MJames_M Posts: 3,011 ADMIN
    Nov 25, 2020

    Thanks. Do you get the same result on wifi versus when using data? Are you also seeing an error code, or just a blank image? Is the app navigation present when you launch? If possible, screen shots would help.

  • Bob211Bob211 Posts: 5 ✭✭
    Nov 25, 2020

    1. Yes

    2. Usually a blank screen no error code

    3. I don't know

  • James_MJames_M Posts: 3,011 ADMIN
    Nov 25, 2020

    Thanks. DCM - 1000 is an error code that the app is unavailable. There is currently a known issue with the app. We will need to resume troubleshooting after the issue has been resolved.

  • Bob211Bob211 Posts: 5 ✭✭
    Nov 25, 2020

    When will I be notified when you can troubleshoot further. This has been going on for over six months?

  • James_MJames_M Posts: 3,011 ADMIN
    Nov 25, 2020

    I sent you a private message requesting some additional information so we can notify you when we can begin troubleshooting the issue.


    Thanks!

  • James_MJames_M Posts: 3,011 ADMIN
    Nov 25, 2020

    This issue was escalated as an individual customer issue.

  • Bob211Bob211 Posts: 5 ✭✭
    Dec 02, 2020

    received call yesterday voicemail to reinstall app and try again. The issue was not resolved

This discussion has been closed.