To ensure full compliance with Apple policies we have removed the Popular Website link from the app's homepage.

Device detection issues are networking issues that can be affected by many factors. Each step below may address one of these potential issues.

1. Ensure you have a supported receiver: Roku / Fire TV / Chromecast / Android TV / Apple TV / Samsung TV. It may be an external streaming device plugged into your TV, or it may be built into your TV.
2. Ensure that your TV or streaming device is connected to the same WiFi network as your iPhone/iPad (spelling of network must match exactly). If you are not using an external device, check your TV's network settings.
3. Try disconnecting your iPhone/iPad from WiFi for a few seconds, then reconnect and try again after 20s.
4. Hard-restart your WiFi router (i.e. disconnect the power cord for a few seconds).
5. Hard-restart your TV or external streaming device (briefly disconnect the power cord).
6. Restart your iPhone / iPad.

1. Permissions Make sure the app has Local Network Access permissions (in the Settings App on your iPhone/iPad, go to Privacy & Security > Local Network)
2. Some WiFi routers may not allow device-to-device communication check your WiFi router manual & settings.

Special Situations

Apple TV: start the iWebTV player app on your Apple TV before trying to detect.

Roku: Try to manually enter the IP address of your Roku in the app, under Menu > Settings. For the manual override to be effective, you need to configure your WiFi router to assign a static, permanent IP address to your Roku (see your WiFi router manual)

Some users have reported sitrutation with a website is claiming that 'Cookies are not supported by your browser' or asking you to

'Enable cookies in your browser settings'

The app's browser in fact does support Cookies, and Cookies are already enabled. This message is usually caused by an issue with the website data stored in the browser

Here are the steps you can take to address the problem

• Clear the browser data
  • Menu > settings > Web Browser > Clear data
  • Select 'Cookies, Data' + Cache (Images, Files)
  • Select 'All'
  • Hit the 'Clear All Data' button
• You can remove the app and install it again from the App Store as an alternative to clearing your browser data (you will lose your custom settings)
• Force-quit the app and start it again

Private Sessions: the data generated during a private the session (browsing history, video history, bookmarks) is locked away, only accessible after you authenticate.

Anonymous Sessions: the data generated during an anonymous session is thrown away after you exit.

This can happen due to a variety of reasons. The app itself however is typically not a factor as it gets out the way after video playback starts on your TV.

1. Try another authorized source for your video
   Pro Tip: Some video websites offer multiple streaming options
   (see examples)
   • Video stuttering can occur when the streaming server that powers the video is having performance issues
   • Occasionally, your streaming device may have trouble processing the encoding/format of a specific video stream.
2. Try restarting your streaming device.
   • Streaming devices are small computers that sometimes get bogged down and can experience serious performance issues.
3. Bring your streaming device and your WiFi Router closer together.
   • Your streaming device may be suffering from a weak WiFi signal because of interferences from other devices or because of the distance to your WiFi router

Special Situations

Chromecast: are you seeing a red device icon next to the video? The video is streaming through the app on your device: make sure your iPhone/iPad has a solid WiFi signal, bring it close to the WiFi router.

Is your internet provider experiencing performance issues?

The app doesn't add missing pixels to turn an SD video into an HD video.

The app can detect and play multiple resolutions made available by the source website, up to 4K or the highest resolution supported by your streaming device. However, depending on the source website, the best resolution may be less than HD.

Note that some websites will only expose lower-resolution videos to mobile devices. In this situation, turning on Desktop Mode from Menu > Settings > Browser Settings will give you access to the HD version of the videos.

This can happen when the video stream is missing its audio track or when the audio encoding isn't supported by your streaming device. In that case, the steps below will not help, and you are better off looking for a different source for the video.

1. Restart your streaming device
2. If your streaming device is connected by HDMI, unplug it from the HDMI port, then plug it back in after a few seconds.
3. Unplug the power from your TV, and plug it back in after a few seconds.

Some video streaming servers are not compatible with our proxy service. In this situation the app will fall back to use your iPhone/iPad as the proxy, showing the device proxy icon ()

Possible Solution: if the video website offers multiple streaming server options, select a different streaming server until you see the proxy service icon () or the direct streaming icon ()

1. What are you seeing? Some video websites insert promotional messages directly into the video frames: these messages have nothing to do with our promotional banner and cannoto be removed by the app.
2. Are you using the iPhone/iPad where the upgrade was purchased? (Also OK to use secondary devices atfer you restore the purchases to the device)
3. Did you receive an email receipt from Apple for your in-app purchase?
   • Purchase the upgrade again (your purchase did not go through - and Apple will never charge you twice for the same upgrade so it is safe to do).
4. Does the [Thank You] stamp show up next to the upgrade you purchased under Menu > Upgrades?
   • If not, try to restore using the Restore button in the upper-right corner under Menu > Upgrades
5. If you are still having issues, send an email to support
   • Upon exiting the FAQs, hit the [Send Email] button after selecting share identifier and send logs options.

• The Ad Blocker applies to display advertisement in the web browser. It has no effect on video ads.
• Ad Blockers are reactive in nature, so they can never be perfect. We keep our ad-blocker frequently updated so your content can be as ad-free as possible, however you should still expect to see a few ads here and there.
• Some websites require that the ad-blocker be turned off in order to access any videos. The app automatically disabled Ad Blocking on select websites for this reason.

The video menu may fail to pop up for the following reasons:

1. The video is already in the playback queue
2. The video was flagged as spammy.
   • Short videos, very low resolution videos are often marked as spammy. If you know this isn't a spammy video, you can disable the 'Spammy Video' setting Menu > Settings > Ignore Spammy Videos
3. The streaming server that powers the video is not working properly (this is independent of the app)
   Pro Tip: Some video websites offer multiple streaming options
   (see examples)
   • Your best option is to try a different streaming server if the website offers multiple options
   • Alternatively, try another source website that you are allowed to access.

Some websites may ask you to disable the app's Ad-Blocker

From the menu at the bottom of the web browser, choose the "more" icon (•••), then select "block/unblock ads on [website]"

The iWebTV app for Samsung TV is not currently available in the Samsung App Store for some countries, or some older TV models.

We are working with Samsung to make the app available to most. If you have a recent model (2018 and later) but can't find the iWebTV Player in the Samsung TV App Store, you should still be able to install the player app by setting your TV's country to &United States&.

Here is a youtube video demonstrating how to change the country setting on Samsung TVs

If you have multiple Roku devices, you may want to give them names to easily identify them (e.g. "Bedroom roku", "Living room roku"). Follow these instructions:

1. Log into your Roku account at my.roku.com.
2. On your Account page, scroll down My Linked Devices.
3. Click Rename next to the linked Roku device & enter a new name.
4. It may take up to 24hrs for the new names to show.

Hit the [Send Email] button upon exiting the FAQs, describe the behavior and we will be happy to help.