GO Venture Co Customer Support

Before Submitting a Support Request

Most streaming device issues can be resolved by completing the troubleshooting steps below.

Please complete these steps first before submitting a support request.

Step 1: Complete Power Cycle Reset

This fixes most freezing, buffering, loading, and connection issues.

  1. Unplug your streaming device from the power outlet.

  2. Unplug your internet router and modem from power.

  3. Wait 3–5 minutes.

  4. Plug your modem back in first and allow it to fully reconnect.

  5. Plug your router back in and allow it to reconnect.

  6. Plug your streaming device back in and test again.

Buffering, Freezing, or Apps Not Loading

Restart the App
Press the Home button to exit the app.

  • Reopen the app and test again.

Clear App Cache

  • Go to System Settings.

  • Scroll down to Apps.

  • Click on See All Apps.

  • Select the app that is having issues.
    Example: HEAT VOD

  • Select Force Stop.

  • Select Clear Cache.

  • Restart your device.

After your device restarts, open the app again and test.

Wi-Fi Connection Issues

If your device will not connect to Wi-Fi or you are experiencing connection issues:

  • Check that your Wi-Fi says Connected.

  • If it says Remembered, forget the network and reconnect using your Wi-Fi password.

  • Check your Wi-Fi signal strength.

  • Move the device closer to your router if needed.

  • Make sure IP settings are set to DHCP.

  • Open YouTube to verify your internet connection.

  • Run a speed test using the Fast app.

Recommended minimum speed:
8 Mbps or higher for streaming.

Router Security Settings

Some internet routers include advanced security features that may prevent streaming devices or certain apps from connecting correctly.

If your device connects to Wi-Fi but apps will not load, disconnect, buffer, or show network errors, please check your router settings.

Please check for:

  • Advanced Security Protection

  • Security Shield Features

  • Parental Controls

  • Content Filtering

  • Device Blocking

  • Firewall Restrictions

Some internet providers include security protection inside their mobile app that may need to be adjusted.

Examples:

  • Xfinity Advanced Security

  • Spectrum Security Shield

  • Other Internet Provider Security Settings

After making changes:

  1. Restart your modem/router.

  2. Restart your streaming device.

  3. Test again.

You can also test your device using a mobile hotspot.

If your device works correctly on a hotspot but not your home Wi-Fi, the issue may be related to your router, internet provider, or security settings.

HDMI Connection Issues

If your TV shows no signal, black screen, or does not recognize your device:

  • Make sure the HDMI cable is fully inserted into both the device and your TV.

  • Disconnect and reconnect the HDMI cable.

  • Try another HDMI port on your TV.

  • Restart your TV and streaming device.

Avoid using HDMI ARC ports when possible. These ports are normally designed for soundbars or audio systems.

Sometimes your TV and device simply need to establish a new HDMI connection.

Remote Control Issues

If your remote stops responding:

  • Replace the batteries with a new quality set.

  • New batteries can sometimes be weak from storage.

  • Restart your device after replacing batteries.

  • Make sure nothing is blocking the remote signal.

If your remote loses connection, it may need to be paired again.

Always Complete Updates

Your streaming device uses an Android-based operating system similar to many smartphones.

When updates are available:

  • Allow updates to complete.

  • Do not unplug your device during an update.

Updates help improve performance and features.

Additional Streaming Tips

Your device needs a strong and stable internet connection.

Performance can be affected by:

  • Weak Wi-Fi signal

  • Distance from your router

  • Too many devices connected at once

  • Internet provider settings

  • Router security settings

Streaming devices may also need time to refresh apps, update content, or reconnect.

If something is not loading correctly:

  • Restart the device.

  • Restart your internet equipment.

  • Test again later.

Some temporary issues may resolve after updates or system refreshes.

Specific Channel, Movie, Show, or Event Issues

If only one channel, movie, show, or live event is having problems:

  • Test other channels.

  • Test different content.

  • Check your internet speed.

Some live events require stronger internet speeds.

Still Need Help?

If you completed all troubleshooting steps above and your issue has not been resolved, please complete the support form below.

To help us assist you faster, please provide all required information.

Incomplete support requests may delay a response.

Please explain:

  • What is happening?

  • When did the issue start?

  • What troubleshooting steps have you already completed?

Once your support request is submitted, our team will review the information and contact you with the next steps.

Thank you for choosing GO Venture Co.

Adventure. Entertainment. Anywhere.