BTTV App not working on firestick

[Lisa123456]

All of a sudden the BTTV App won’t load on my fire-stick. I’ve tried resetting the stick, uninstall/reinstalling the app etc. It gets to the purple BT logo load screen and it just sits there. It was working fine a day or two ago.

Does anyone have any suggestions? Thanks.

[DarrenDev]

We had someone report a similar issue earlier this week @Lisa123456  - he managed to resolve the issue himself by simply rebooting.  You say you've reset your stick though, so I'm guessing that won't help you.

When the purple screen with the logo appears, do you also see the bouncing white dots at the bottom of the screen?  If so, do they keep bouncing?

[Lisa123456]

Yes, they just keep bouncing. I’ve kept it going for over 30 mins and it just doesn’t go past that screen.

I’ve tried multiple reboots, uninstalling and reinstalling, uninstalling, rebooting and then reinstalling. It just doesn’t work.

I’ve cycled through all my other apps and they’re working perfectly. Checked the network connection and it’s good.

[DarrenDev]

OK, I'm sorry to hear that @Lisa123456 seeing the bouncing dots means it's definitely not a network issue, so we'll need to do more digging.

Which model of Fire Stick do you have?  We haven't changed the app at all this week, so I can only guess that Amazon have pushed out another update that has broken the app.

[Lisa123456]

It’s Amazon Fire TV Home version 6221058.1. Running Fire OS 5.2.7.4. 

I have done a complete factory reset today to be absolutely sure, and it’s still not working - still the bouncing dots. All other apps are working as normal.

[DarrenDev]

Sorry for not being clear @Lisa123456 

I mean which model of fire stick do you have?  If you search Google for "Which Fire TV Device Do I Have" you'll find an article giving you help to identify the hardware you have.

Thanks for confirming that a factory reset didn't fix it.  Could you also please try rebooting your internet router.

We're also investigating here to find any way to reproduce the issue.

[Lisa123456]

Mystery solved. I had already rebooted my router previously, but hadn’t thought to reboot the disk extender. Rebooted both and now it’s working. Very weird that it didn’t affect any of my other apps though.

(It’s an Amazon Fire TV 1st gen). Thank you for your help.

[DarrenDev]

OK great, thanks for confirming. I'll see if we can improve the messaging in the app so that it doesn't hang in future.

[Helengrant47]

I'm having the same problem with the by app again on firestick. Screen just stays on loading screen and white dots bounce but nothing further than that. I only noticed today as it was fine last night 

[DarrenDev]

Sorry about that @Helengrant47 - we're still trying to find out why some people are seeing this.  Could you please try as @Lisa123456 has suggested and reboot your router.  If you're also using any wifi extenders, please reboot those too.

We're still trying to find out why this happens, and will improve the experience in the app when we have an answer.