Affecting Server - Cloud Player
There seems to be a Cloudflare DNS issue with the Cloud Streaming, we have contacted Cloud Flare to fix this on their end.
Update @ 8:30
DNS has been fixed and service is up and running..
Affecting Server - LUX Player
The system has lost connection with the App, we are doing our best to repair this ASAP.
Update: Jun 27 @ 2:58PM (Posted by Nick)
The system is still be worked on, if you have uninstalled the app please use this link to reinstall the proper version - http://bit.ly/luxfiretv
Update: Jun 28 @ 3:18PM (Posted by Don)
The system is now working please uninstall and reinstall the app, then try to login with your username and password. If you get an error to many device create a support ticket for us to reset your account.
This issue has been resolved 100%
Affecting Server - LUX Player
It appears customer are having a black screen issue, we have a team working on the solution. It appears to be an issue with the CDN Server and it is being worked on.
Update Apr 14, 2024
This is continuously being Monitored to make sure it has been fixed
Affecting Server - GEN Player
We're having issues with one of the servers which might be slowing service down, we are working on it and hope to have it fixed as soon as possible.
We are still working on the solution.
Resolution:
System is working again. Some customers might need to refresh the system by unplugging their device or force stopping from the settings.
Affecting Server - LUX Player
The server is seems to having issues, we have a team working on a solution to see if it is the app or server. Thanks for your patience as we sort this out.
This has been resolved.
Affecting Server - GEN Player
When you log off you will get an error message trying to log back in. Our IT Group is working on it.
UPDATE: Dec 1 @ 2:59
This service should be working again. This only happened to customers with the previous version of the app. Please update to version 9.8 to avoid this in the future. URL is https://bit.ly/apphost
Affecting System - Web Server
We have noticed our system is stating emails have been sent but the web server has been blocking it. We are working to resolve this so our emails will be sent out from the system. Please login to your account. Below are benefits and instructions:
When you are creating a support ticket or have questions about your account, it would make it easier if you login to your account. Most of the your answers about your account can be found when you login.
For example you will see the following:
Login Here: https://gethd.live/clientcare/clientarea.php
Username: Your email
Password: Please use Forgot Password to reset your password. (https://gethd.live/clientcare/password/reset)
If you do not get the email to reset your password please create a ticket so we can manually assign you a password.
Other useful tool we give you is our Knowledge Base, Download Section, Networks Status, and Affiliate Links. Brief explanation for each below:
Update Nov 16 - This has been fixed and emails are now sending for our billing/support system.
Affecting System - Web Server
We are updating our webserver to a new location so our website might be intermittent for a few days until it is fully propagated, starting Nov 6th.
UPDATE Nov 11, 2023:
This has been fully completed and our website is moved to a better server owned by our Sister company.
Affecting Server - GEN Player
We have noticed an issue with the decorder error in the GEN Player app. As well when you switch the Player settings the screen does not go full screen. We have the development team looking into how to make the App more consistent.
UPDATE Nov 6, 2023:
Development team is still working on fixing this issue, for now you might have to clear cache or uninstall/reinstall if you are being affected. Not all customers are experience the same thing, so we are looking to see if this a device side issue.
UPDATE Nov 11, 2023:
This has been resolved as you can run the older version of GEN Player if your device can not handle the new version. Simply create a ticket and we can explain how to install the older version.
Affecting Server - LUX Player
PLEASE READ EMAIL.
Important System Update:
After careful research and trying to figure out what is going on with LUX Player. We have found that the CDN (Content Delivery Network) is where the issue it, this is now being replace today or over this weekend. Once fixed this should improve the streaming experience, please remember when reporting issues just saying it is not working does not help. We need more information.
Update: Oct 21, 2023 - The CDN is being replaced tomorrow as we had to monitor the network intensely for that last few days and know what needs to be fixed. Please keep reporting issues with channels as you have them in support tickets.
Update: Oct 22, 2023 - The CDN is currently being updated and will cause intermittence and issues. Mostly with all Sports channels.
Update: Oct 23, 2023 - This has been replace. Please continue if you find issues with channels to report them.
Affecting Server - LUX Player
LUX System Crashed
We are aware there is an issue with LUX and working quickly to get it back online. There is no ETA please bare with it.
It seems to be hardware issue and we have Administrators working on it to get it repaired ASAP.
Affecting Server - LUX Player
SOPLAYER Stream has been discontinued. Email was sent to all customers on May 24, 2023 to transfer to our new app, reminder was again sent out May 29, 2023.
We will keep this message up for a few weeks so customer see that server is no longer available.
Affecting Server - LUX Player
It has been reported the server has crashed. We are working on getting it back online ASAP.
Affecting Server - LUX Player
We are aware of a channel issue from the Stream Provider and working on it ASAP.
As of 1:20PM the USA channels are working. Working on restoring the rest.
Still working on the system as there are still a few more bugs they are trying to fix.
Affecting Server - LUX Player
We are aware there is a server issue currently and are working on it as fast as possible.
It appears the Streaming Server is down. We have techs working to resolve this ASAP.
Affecting Server - LUX Player
We are noticing that a lot of people are having issues with the newer versions of SOPlayer. If you having issues please download the following version - http://bit.ly/nsoplay We recommend you get a USB Memory stick and use a computer to download SoPlayer then when the file is on your Memory Stick plug into the Android Box and use file manager to install it.
Once you have done this we can reset your account simply use one of these Customer Support Systems:
