Check back regularly, or when advised in troubleshooting, for workarounds, talking points, and ticket trending for currently known issues involving AirTV device/tool-related issues.
Use Tags whenever applicable. Even if an issue is marked as being resolved, continue to tag the ticket for tracking purposes. Refer to Ticket Management on how to add Tags to a ticket.
In this Article
| ▿AirTV | ▿AirTV Mini |
| ▿AirTV 2 | ▿AirTV Player |
| ▿Guide/Stream | |
| ▿Invision | |
| ▿Resolved |
AirTV
| Tag | Issue | Workaround/Details | Date Added | Updated |
|---|---|---|---|---|
| A-405 | Users on Android may get an A-405 error on setup and be unable to proceed. | Users may encounter an A-405 error when attempting setup on Android. Have the user update to the latest version of the Android Sling app (v 9.0.77107). If this does not resolve the issue, have the user attempt to uninstall updates to Chrome or setup via an iOS device. | 09/30/21 | 10/06/21 |
| New UI Missing Channels | Users on Roku in the new UI may not be able to see all channels in their guide | Users may be able to get a 'missing' channel to appear in their guide by doing one of the following:
| 09/08/21 | - |
| New UI OTA LSDVR | Sling Free users may have limited functionality with recording or playing local channels | Sling Free users in the new UI may not be able to:
| 08/25/21 | - |
AirTV 2
| Tag | Issue | Workaround/Details | Date Added | Updated |
|---|---|---|---|---|
| A-405 | Users on Android may get an A-405 error on setup and be unable to proceed. | Users may encounter an A-405 error when attempting setup on Android. The issue should be resolved by having the user update to the latest version of the Android Sling app (v 9.0.77107). This should resolve the error - if it doesn't users can also attempt to uninstall updates to Chrome or setup via an iOS device. | 09/30/21 | - |
| New UI Missing Channels | Users on Roku in the new UI may not be able to see all channels in their guide | Users may be able to get a 'missing' channel to appear in their guide by doing one of the following:
| 09/08/21 | - |
| New UI OTA LSDVR | Sling Free users may have limited functionality with recording or playing local channels | Sling Free users in the new UI may not be able to:
| 08/25/21 | - |
AirTV Anywhere
| Tag | Issue | Workaround/Details | Date Added | Updated |
|---|---|---|---|---|
| A-405 | Users on Android may get an A-405 error on setup and be unable to proceed. | Users may get an A-405 error when setting up on Android. The issue should be resolved by having the user update to the latest version of the Android Sling app (v 9.0.77107). This should resolve the error - if it doesn't users can also attempt to uninstall updates to Chrome or setup via an iOS device. | 09/30/21 | 10/06/21 |
| New UI Missing Channels | Users on Roku in the new UI may not be able to see all channels in their guide | Users may be able to get a 'missing' channel to appear in their guide by doing one of the following:
| 09/08/21 | - |
| New UI OTA LSDVR | Sling Free users may have limited functionality with recording or playing local channels | Sling Free users in the new UI may not be able to:
| 08/25/21 | - |
AirTV Mini
| Tag | Issue | Workaround/Details | Date Added | Updated |
|---|---|---|---|---|
| 22-29 | Users on AirTV Mini may experience a high number of 22-29 errors | This is a known issue and something we are working on resolving. Until then, users can attempt to Force Close the app and restart the device to try to clear the error and resume playback. To force close the Sling app on AirTV Mini, press the Home Key, go to Settings in the upper right corner then Apps > Sling > Force Stop | 09/22/21 | - |
| Voice Search | Simply stating a term does not open a search | It used to be that on an AirTV Mini, a user could just state something like "Johnny Bravo" and the search would open and search for that term. Due to a back-end change, this function no longer works. Now users will have to start their voice search by saying "Search for Johnny Bravo" etc. | 08/25/21 | - |
| Surround Sound | AirTV Mini customers may not be able to get surround sound after the latest firmware update | There is no current workaround for this issue, but we are working to get a fix released ASAP. | 06/16/21 | - |
| RCU Wakeup | AirTV Mini customers may be unable to wake up their device with the remote control. | We have a handful of reports from customers that they are unable to wake up their AirTV Mini with the remote. Instead, users have to power cycle the device in order to wake it. If you encounter a user who is experiencing this issue, please send a DM to Bryan McElhinney with the user's information. | 06/16/21 | - |
| Mini Remote Pairing | AirTV Mini remote fails to pair either during setup or becomes disconnected and won’t pair again. | Be sure the batteries are inserted correctly and are fresh. Bring up the Android System Menu:
Use the Android system menu to reset the device and enable the user to pair the remote:
| 09/10/19 (reopened 01/26/21) | 01/26/21 |
| Netflix button | AirTV Minis are currently experiencing an issue with the remote where the Netflix, Home, and Google buttons cease functioning. | If a customer states that the Netflix, Home, or Google buttons on the AirTV Mini remote aren't working,
Potential Workaround: Have the user sign in to their Sling account so that they can get to the settings menus, let all updates to the AirTV Mini run, and then use the Reset to factory defaults option in settings. After reset, do NOT have the user sign in to their Google account (yet), but do have them sign into Sling. Then, have them go to the Apps section, load the Google Play store, at this point enter their Google credentials, and hopefully the remote will be working. | 10/20/20 | - |
| Mini Internet | Some AirTV Mini's are having difficulty maintaining their internet connections | If the Mini still has difficulty maintaining an internet connection after all normal troubleshooting steps have failed, please inform the customer we are working with the manufacturer to identify the exact cause of the issue and do not have an ETA for a fix at this time. Update 8/21/20: We believe the issue may be tied to an incorrect system time on the device. Have the user go to Settings-->Device Preferences-->Date & Time Made Automatic Date & Time off. Then enter today's date and current time and timezone. If this does not work, attempt a factory reset. Please DO NOT exchange devices for this issue. | 05/15/20 | 08/21/20 |
| 8-12 Rentals | Users on an older version of the app may encounter an 8-12 error when attempting to watch a TVOD asset | Have the user sign in to the Google Play Store and download the latest version of the Sling app. If they are unable to or refuse to do so, consult your supervisor if the customer asks for a refund of the TVOD asset. | 04/20/20 | - |
AirTV Player
| Tag | Issue | Workaround/Details | Date Added | Updated |
|---|---|---|---|---|
| Power Cycle | After the most recent AirTV Player firmware update, some boxes are continuously power cycling. | There is currently no known resolution to this issue, but we are working with the vendor on a root cause analysis and fix. | 09/08/21 | - |
| RCU Wakeup | AirTV Player customers may be unable to wake up their device with the remote control. | Advise users to power cycle the device in order to wake it. | 09/08/21 | - |
| 8-12 Rentals | Users on an older version of the app may encounter an 8-12 error when attempting to watch a TVOD asset | Have the user sign in to the Google Play Store and download the latest version of the Sling app. If they are unable to or refuse to do so, consult your supervisor if the customer asks for a refund of the TVOD asset. | 04/20/20 | - |
Guide/Stream (All devices)
| Tag | Issue | Workaround/Details | Date Added | Updated |
|---|---|---|---|---|
| New UI Firmware | New AirTV hub users may see a message saying that their device needs a firmware update when trying to use certain features in the new UI. | This is caused by the AirTV hub device's factory firmware not being able to support all the features of the new UI until it takes an update. Waiting until the next day should resolve the issue. | 06/30/21 | - |
| AirTV Promo | Some customers may place orders for AirTV devices and receive expired promo codes for Sling. | Sling Promos have been extended to 12/31/21 | 12/30/19 | 12/30/19 |
| Black Screen | Some customers may experience intermittent crashing while viewing content | Some customers may experience intermittent crashing while viewing content. | 08/08/19 | 06/02/20 |
Invision
| Tag | Issue | Workaround/Details | Date Added | Updated |
|---|---|---|---|---|
| - | - | - | - | - |
Resolved
Resolved issues will stay posted for one month for agent use.
| Tag | Platform | Issue | Workaround/Details | Date Added | Updated |
|---|