24
Trouble Shooting
Unable to pair – first time on this Maestro network
Ensure that the mobile device is connected to the Gateway’s Wi-Fi network (not cellular
data or another Wi-Fi network).
Verify the customer has adequate WiFi coverage.
Verify the correct version of Operating System (iOS 7+ and Android 4.0+) and Follow Me
TV Mobile App (3.0+) is installed on the mobile device. Verify that the Maestro Gateway
firmware is version 2.1+.
Test from another device.
Ensure that the device has not been paired previously on another Maestro network.
Does the customer utilize VPN services on their mobile device OR have they made any
modifications to stream US services (i.e. US Netflix). Device may appear as out of home,
or out of Canada.
Reboot Gateway and once online reboot the media streamer.
Force close app then reboot mobile device
Delete and reinstall the app (un-pair within the app prior to deletion).
Un-pair all devices VIA the media player and then pair all devices again.
Customer is unable to stream internally (connected to home network) – guide
and recordings still visible within app
Ensure the Media Streamer is connected and online (power and network LEDs
illuminated).
Verify the customer has adequate WiFi coverage.
Ensure that the mobile device is connected to the Gateway’s Wi-Fi network (not cellular
data or another Wi-Fi network). They may be attempting to stream content that is not
available outside of the home while on data or another Wi-Fi Network.
Test from another device.
Verify the correct version of Operating System (iOS 7+ and Android 4.0+) and Follow Me
TV Mobile App (3.0+) is installed on the mobile device. Verify that the Maestro Gateway
firmware is version 2.1+.
Verify channel is stream-able (all but CTV distant feeds (example: west feed from
eastern location) are available for in-home streaming), or if they subscribe to the
content they are attempting to stream.
