● Restart your Roku device. Sometimes this is all it takes!

● Make sure your UP Faith & Family app is up to date. You can go to the Roku app store and check to see if there is an update for the app available.

● If you’re accessing from a public place (e.g. school, workplace, etc) you may be behind a firewall and won’t be able to view our videos unless an exception is made for our website in your network. Please ask your IT department for help with this.

● Try switching to a web browser to test if the same behavior occurs. If it does, the issue is with your network connection and you might need to reset your network.

● Reset your network connection. Unplug the power to your modem and router, then plug it back in and let them power up and try loading our UP Faith & Family app once again.

● If you have any internet filtering devices for your home (such as Disney Circle or Net Nanny), please turn these off as they can cause issues with video playback or connectivity.

● A screenshot or screen-recording of the described behavior within the app and send it over in a reply to this email.

● Your Roku model number as well as the current OS version. You can do this by pressing the Home button on your remote and navigate to Settings > System > About.

● The app version you have installed

● If the issue you're having is with a specific video, please include the title of the video in your response to enable us to test it.