SpectrumU - Support and Troubleshooting for UWGB

This document details troubleshooting for SpectrumU.

Related KBs
SpectrumU - Downloading the App


Cannot find App in App Store
How to Know Which of the Two Apps to Download
App is Asking for Username and Password
The App Will not Open
Getting Message "Connect to Campus Wi-Fi"
The App is not Streaming
Getting an Error Message
The App is Frozen/Spinning/Stuck
A Channel is Missing in the Line-Up


Cannot find App in App Store

1. Use the app store's search function and enter in "SpectrumU," with no space.

***NOTE: On Android devices, you may have to scroll down to find the app.***

***NOTE: Amazon FireStick and FireTV are not SpectrumU supported devices.***


How to Know Which of the Two Apps to Download

There is a SpectrumU app and a SpectrumTV app. You should install the SpectrumU app as shown below:

Not the SpectrumTV app as shown below:


App is Asking for Username and Password

1. Make sure the correct app has been downloaded using the section above. 

***NOTE: Only the SpectrumTV app will ask for a username and password.***


The App Will not Open

1. Ask the following questions:

        1. Is the device connected to eduroam? This can be done by checking the Internet section in the device's Settings.

        2. Do you have the latest version of the app installed? This can be checked in the app store of the device.

        3. Are you on an authorized device? 

        ***NOTE: Amazon FireStick and FireTV are not supported.***

2. If none of the above questions assist in solving the issue, uninstall and reinstall the app. 

3. If the app still does not work, contact Spectrum Enterprise Support using the following link: Spectrum Enterprise Support.


Getting Message "Connect to Campus Wi-Fi"

1. Select "Wi-Fi Settings" on the message.

2. Connect to the eduroam network. Navigate to the following KB for more information: Connecting a Device to Wi-Fi.

3. Re-open the SpectrumU app.

***NOTE: You may need to completely close the app and re-open it for the error to disappear.***


The App is not Streaming

***NOTE: If you cannot open the app at all, navigate to the appropriate section: The App Will not Open.

1. Ask the following questions:

        1. Is the device connected to eduroam? This can be done by checking the Internet section in the device's Settings.

        2. Do you have the latest version of the app installed? This can be checked in the app store of the device.

        3. Are you on an authorized device? 

        ***NOTE: Amazon FireStick and FireTV are not supported.***

        4. Did you just move in to on-campus housing?

                a. You might not be in the system yet. Wait one or two days and try again.

                b. Contact ResLife to see when paperwork will be complete. 

        5. Are all channels affected or only certain channels?

2. If none of the above questions assist in solving the issue, contact Spectrum Enterprise Support using the following link: Spectrum Enterprise Support.


Getting an Error Message

1. Take note of the error message/code and take a screenshot if possible.

2. Close and reopen the app.

3. If that does not work, uninstall and reinsall the SpectrumU app. 

4. If you are still receiving an error message, contact Spectrum Enterprise Support using the following link: Spectrum Enterprise Support and include the screenshot of the error.


The App is Frozen/Spinning/Stuck

1. Ask the following questions:

        1. Is the device connected to eduroam? This can be done by checking the Internet section in the device's Settings.

        2. Do you have the latest version of the app installed? This can be checked in the app store of the device.

        3. Are you on an authorized device? 

        ***NOTE: Amazon FireStick and FireTV are not supported.***

        4. Are there any network issues or is the network busy?

2. If none of the above questions assist in solving the issue, close and re-open the app.

3. If that does not work, uninstall and reinsall the SpectrumU app. 

4. If you are still having an issue with the app, contact Spectrum Enterprise Support using the following link: Spectrum Enterprise Support and include the screenshot of the error.


A Channel is Missing in the Line-Up

1. Use the following link to check if UWGB has the missing channel: Cable TV - Service & Amenities.

2. If the channel is on the list, uninstall and reinstall the SpectrumU app.

3. If the issue is not solved, contact Spectrum Enterprise Support using the following link: Spectrum Enterprise Support.



Keywordsspectrum, troubleshooting, support, residence, life, watch, network, SpectrumU   Doc ID122511
OwnerSteve K.GroupUW Green Bay
Created2022-11-15 13:19 CSTUpdated2023-01-30 09:03 CST
SitesUW Green Bay
Feedback  0   0