Frequently Asked Questions

What you'll need to use this service

You’ll need an internet connection with speeds of at least 15 mbps per device. You will also need a streaming device like a Fire Stick or any Android box.  You can also download the App on your Samsung, LG Smart TV or a Sony Android TV.  This service can be used on your Smart Phone, Tablet or Laptop, and works any where you have a WiFi connection .

How to Troubleshoot the system
IF YOU ARE EXPERIENCING A LOT OF BUFFERING OR CHANNELS ARE NOT WORKING PROPERLY…
  • Do a speed test for your internet at: www.speedtest.net
  • If the download speed is less than 15 mbps per device then you’ve found your problem and you will need a faster internet!  If it’s more than 15 mbps then proceed with the following:
  • Turn off your router and modem for at least 10 min NOT less (Your system my be off for 10 min. to reboot properly)!
  • After 10 min turn them back on, Modem first.
  • If using a Fire Stick, Go to settings> Applications> Manage installed applications> Click on NugenTV and Clear cache. NOT clear data.
    Restart your device and then launch the app again.
  • If you are using more connections than you are paying for or if you are sharing your account with someone else, you will have a lot of buffering and your account will be eventually disabled
How to correct - Picture not in HD

If your are using the Nugen TV app on a Fire Stick or Android Box and the picture is not in HD, do the following:

In the Nugen TV app go to settings> Player settings> change it to hardware decoder and save settings.

How to correct - Video and Sound not matching

If your are using the Nugen TV app on a Fire Stick or Android Box and the picture and sound are not in sync do the following:

In the Nugen TV app go to settings> Player settings> change it to hardware decoder and save settings.

How to Add Close Caption

These instructions does not apply to IOS devices.

  • Install VLC Player on your device
  • Open Nugen TV app
  • Go to settings, click on External Players, click on ADD PLAYER then click on VLC and click ADD
  • Go back to settings and click on Player Selection
  • Click on Built-in Player in front of LIVE and switch it to VLC
  • Get out of settings and go to Live TV
  • Click on a channel and go full screen then click on the down arrow on the remote
  • Click on the chat icon on the left side of the pause icon
  • Click on subtitle track then click on Closed Captions 1

Add Video Here:

Channels have sound but No Picture

If your are using the Nugen TV app on a Fire Stick or Android Box do the following:

In the Nugen TV app go to settings> Player settings> change it to software decoder and save settings.

Note: You might need to switch it back to Hardware decoder if the Live TV picture is no longer in HD. (It all depends on the device you are using).

How to Run A Speed Test

• Fire Stick – Press the “Home” button on your remote. Select the magnifying glass at the top left of your screen & search for “analiti WiFi tester” download & install the app then launch. Allow for the quick test to complete & provide us with your download speed.

• Android/Kodi TV Box – Navigate to the Google Play app store. Search & download “Speed test” by Ookla. Once installation is complete launch the app & run the speed test & provide us with your download speed.

How to set up Parental Control

• To Lock – From the main screen of the Live TV app select the “Settings” wheel at the top right. Then select “Parental Control” & set your PIN. Press the Return/Back key on your remote to scroll to the next box & re-enter your PIN. Press the Return/Back key again & Save. Select the category you want to block then exit & reboot device by removing power.

• To Unlock – From the main screen of the Live TV app select the “Settings” wheel at the top right. Then select “Parental Control” & enter your PIN. Press the Return/Back key on your remote & Submit. Find & Unlock the desired category. Exit & Reboot..

Sync Guide Time

From the main screen of the Live TV app, select the “Settings” wheel at the top right then select “EPG Time Shift” & press the Up or Down key on your remote to add or subtract the amount of time your guide is off by

How to change Time Format

To change your time format between 24 or 12 hour clock, navigate to the main screen of the Live TV app & select the “Settings” wheel at the top right then select “Time Format” & choose the desired format

Add & Remove Favorites

• To add a channel/movie to your favorites, highlight the desired channel/movie then long press the OK/Center key on your remote & select “Add to favorites”

• To remove a channel/movie from your favorites, navigate to your favorites list & highlight the desired channel/movie then long press the OK/Center key on your remote & select “Remove from favorites”

Update TV Guide Manually

Option 1: From the main screen of the Live TV app select “Live With EPG”

Option 2: From the main screen of the Live TV app select “Live TV” then select the 3 dots at the top right & select “Refresh TV guide”

Clear Cache - (Fire Stick)
To clear cache:
Go to “Settings” from the home screen of your Fire Stick
Click on “Apps”
Click on “Manage Installed Applications”
Click on Nugen TV
Click “Clear Cache”
Clear Cache - (Android)

Step 1: Head to the Settings menu.
Step 2: Find Apps (or Applications, depending on your device) in the menu, then locate the app that you want to clear the cache for.
Step 3: Tap on Storage and the buttons for clearing the cache.

How to Uninstall the TV App

Fire stick:

Press the HOME button on your remote & navigate to: Settings> Applications> Manage installed apps> Nugen TV> Uninstall> Uninstall

Android:

Press the HOME button on your remote & Navigate to: Settings> Device> Apps> Downloaded Apps> find Nugen TV & Uninstall

Logout of TV App

From the main screen of the Live TV app select the “Logout” button at the top right.

Channel & TV Guide Refresh

From the main screen of the Live TV app select “Live TV” then select the 3 dots at the top right & select Refresh Channels and Refresh TV Guide

To Add or Remove a Device from your account

To add or remove a device from your account, you may only do so once your subscription has expired. It is very important that you make sure there are no Recurring Payment Profiles on your account prior to adding, removing a device or making any changes to your account. Recurring Payments may be cancelled at any time by contacting us or logging in on our site then scrolling down & selecting “Order Details” then selecting “Cancel” to the right or from your PayPal account. There will be No Refunds due to failure of canceling your subscription, Ordering multiple subscriptions or Creating multiple recurring payment profiles. Should you have any questions or concerns, please contact us and one of our representatives will assist you within 24 hours.
Email: support@nugentv.net
www.facebook.com/nugentv/

How to Search for Content by Name

From the main screen of the TV app select one of the following: Live, Movies or Series. Then select the desired category and then select the magnifying glass at the top right of your screen.

Add Video Here:

Internet Speed Requirements

When streaming content over the Internet, your connection speed is constantly changing based on the number of connected devices as well as the rate of communication from your Internet service provider. Check out our list below to see what we recommend for a constant speed by device:

Constant speed of 15+ Mbps – Single stream of video content on Fire Stick, Android Box, Apple TV, MAG, Computer & Smart TV.

Constant speed of 30+ Mbps – Recommended for households who maintain Internet use on multiple devices.

TV Guide Installation

From the main screen of the Live TV app, select “Install EPG” at the bottom. Once EPG has been installed select the return key on your remote then select “Live TV”

How to use a Smart TV without a Streaming Device

The Nugen TV App will work on Samsung and LG Smart TVs and Android Smart TVs ONLY!!!

Will it work with Roku?

Unfortunately Roku doesn’t allow applications for IPTV Services at this time.

Social Contacts

Business Hours

Monday - Saturday

10:00 am - 7:00 pm   EST

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