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Troubleshooting

TV app won’t open, keeps loading or crashes? Start here

If a TV app will not open, keeps loading or returns you to Home, compare another app and another title first. A failure isolated to one service calls for its app/account checks; failures across several apps need TV, network or storage checks. Restart and update before clearing data.

Published by TV Remotely · Source checked 2026-10-29. Model and firmware behavior can differ; device tests are named only where performed.

Find out whether the crash is limited to one app

  1. Open a second app and try a different video or task in the affected app.

    If only one app closes, focus on that app and its provider. If several apps close or the TV becomes unresponsive, investigate the TV system.

    If that does not help: If the TV cannot stay on long enough to compare apps, note whether it restarts or remains on the home screen.

  2. Check whether the affected service reports an outage and whether the app fails on another device using the same account.

    A provider-side incident or account-specific error may affect the same service on multiple devices.

    If that does not help: If the app works elsewhere but not on the TV, contact the TV maker or app provider with the TV model and software version.

  3. Check available TV storage if the settings menu is reachable.

    Low storage may restrict app installation or normal operation on some platforms.

    If that does not help: Do not delete unfamiliar system components; use the manufacturer’s supported storage-management instructions.

Restart the TV and install available updates

Use the TV platform’s own restart and update instructions. For example, Google TV documents a system restart and app/system updates. Roku documents checking for a channel update and restarting the Roku device. Samsung describes a model-specific cold boot. These are examples, not shared menu paths; Android TV, Google TV, Fire OS, Tizen, webOS, Roku and VIDAA settings differ.

  1. Close and reopen the affected app if your TV provides that option.

    A temporary app state may clear without changing saved data.

    If that does not help: If it crashes again, use the documented restart option for your exact TV or streaming device.

  2. Restart the TV from its settings menu or follow the manufacturer’s documented power-cycle steps.

    A restart reloads the operating system and app processes.

    If that does not help: If the device is in the middle of a software update, wait and follow its instructions rather than unplugging it.

  3. Check for updates to the app and TV system using the platform’s official instructions.

    If an update is available, install it and test the same app again.

    If that does not help: If the menus are inaccessible or the update fails, contact the TV maker; do not use firmware files for a different model.

Use app data and reinstall steps carefully

Google TV documentation includes app cache or data steps for playback and device problems. Other platforms use different controls, and some do not expose a cache-clear option. If a cache option exists, try it before clearing data. Clearing data or removing and reinstalling an app can sign you out, remove downloads, or reset local preferences; check the service’s help and the screen warning first.

  1. If the platform documents an app cache clear, clear cache only and reopen the app.

    If temporary stored files caused the problem, the app may start normally.

    If that does not help: If the option is absent, skip it; do not use instructions for another operating system.

  2. If the app still fails, confirm you know the account sign-in details before clearing data or reinstalling.

    The app may reopen with a clean local state, but you might need to sign in and restore preferences.

    If that does not help: If you cannot access the account, do not remove the app until you recover access through the service provider.

  3. Reinstall only if the platform and service allow it and the app remains available for your TV model and region.

    A clean installation can replace damaged app files.

    If that does not help: If the store says the app is unsupported or unavailable, contact the provider or TV maker rather than sideloading an unknown package.

When the issue needs the app provider or TV maker

Contact the app provider when one service keeps crashing while the TV and other apps work. Contact the TV maker when several apps fail, the device freezes, or its update/restart controls do not work. Include the TV or streaming-device model, operating-system/software version, app name and version if visible, whether other apps work, and what you tried. Avoid repeatedly factory-resetting the TV: that can erase accounts, apps and settings.

Use the recovery controls for your TV platform

  • Google TV: Settings > Apps > See all apps > the affected app > Force stop; reopen it, then use Clear data only if needed and you can sign in again.
  • Samsung Tizen: cold boot, update TV software, then use Apps > Settings to Delete/Reinstall the app where offered. Recommended apps may offer Reinstall instead of Delete.
  • Roku: highlight the app, press Star and select Check for updates. Restart the Roku before removing and adding the app again.
  • Fire OS: use Settings > Applications > Manage Installed Applications for the selected app. Clear Cache and Clear Data have different effects; data clearing can remove its local sign-in.
  • LG webOS and Hisense VIDAA: use model-specific app management. Android TV and Fire OS menu paths do not apply to these systems.

If the app opens but one feature is missing

Check the app’s TV-device support, subscription plan, active profile and the selected show. A feature available on a phone may be absent from the TV app. Use the service’s own controls for autoplay, profiles and audio tracks; Roku explicitly notes that not every app uses the system caption preference. Compare the same feature on another title before reinstalling.

What to do next

Update and restart the affected app first, then contact its provider if other TV apps work normally.

Sources and verification

Frequently asked questions

Why does one app keep closing on my TV?
Possible causes include an app problem, a service issue, outdated software, damaged app data, low storage or a wider device fault. Compare another app and device before changing settings.
Should I clear app data or cache?
If your TV offers a documented cache option, try that first. Clearing data may sign you out or reset preferences; check the app and platform instructions before doing it.
Will reinstalling the app erase my account?
It can remove local app data and require you to sign in again. Make sure you can access the account before removing or reinstalling the app.