Why am I experiencing playback issues?

If you are experiencing playback issues or any of the following issues:

• Excessive video buffering (video timed out);
• Audio sync issues;
• Lack of sound;
• “Continue Watching” doesn’t remember where you left your shows;
• You are repeatedly asked to log in to the website;
• Inability to subscribe;
• Other strange behavior of the application;

Try these basic troubleshooting tips as a first step and see if your experience improves:

Web navigator

1) Exit and restart your web browser

2) Restart your computer

3) Try using an alternative browser like Firefox or Chrome

4) Refresh your browser cache. We suggest these links to learn how to do it in Chrome and Safari.

5) Restart your internet and/or WiFi modem

6) Log out of your www.europamas.com account and log in again.

7) Make sure all ad blockers are disabled in your web browser.

8) Make sure all VPNs are disabled in your web browser.

9) Check the speed of your internet connection. We recommend a minimum download speed of 10 Mbps for smooth playback.

Roku App

1) Unplug and restart your Roku device.

2) Replace the batteries in your Roku remote.

3) Delete, reinstall and reactivate the Europa+ app on Roku.

Click here to learn how to remove and reinstall the app.

Fire TV app

1) Restart your Fire TV device.

2) Delete and reinstall the Europa+ Amazon Fire TV app. Here we’ll explain to you how to do it.

3) Unplug your Fire TV device, leave it off for 30 seconds, plug it back in to reset it.

4) Make sure your Fire TV device is connected to the internet.

5) Restart your internet WiFi modem.

6) Replace the batteries in your remote.

7) Lower the data settings on your Fire TV device. On your Fire TV device, go to: Fire TV Main Menu > Settings > Preferences > Data Monitoring > Set Video Quality > choose “Good” quality (this is the lowest data setting).

 Apple TV app

1) Restart your Apple TV device

2) Delete and reinstall the Apple TV Europa+ app. Here’s how to do it.

3) Unplug your Apple TV device, leave it off for 30 seconds, plug it back in to reset

4) Make sure your Apple TV device is connected to the Internet

5) Restart your internet WiFi modem

6) Make sure your Apple TV system software is up to date.

Need tips on using the Apple Siri remote? Click here.

iOS-App

1) Reboot your iOS device.

2) Make sure you have the latest version of the Europa+ iOS app installed.

3) Make sure you have the latest iOS operating system installed.

4) Delete and reinstall the Europa+ iOS app from your iOS device.

5) Restart your WiFi modem.

Android-App

1) Reboot your Android device.

2) Make sure you have the latest version of the Europa+ Android app installed.

3) Make sure you have the latest Android OS installed.

4) Delete and reinstall the Android app from your Android device.

5) Restart your WiFi modem.

Still need help? If none of the above resolves your issue, please direct your question to our support team.

Write to masayuda@europamas.com