Affecting Server - Cloud Player
THIS IS ISSUES WITH CLOUD AX ONLY
Jan 21 @ 7:00pm
We now have 30,896 movies and 4,371 Series.
More series are being added which should reach over 5k in the next day. Then we'll run our system to add missing episodes on series if there is any left.
XXX VOD will be next, we'll be curating it ensuring that clients have a good selection. Then we'll create our own 24/7s for XXX.
---
Jan 18 @ 11:00pm
On January 19th at 2AM ET (3 hours from now). We will start our Movies replacements in the playlist, this means we will wipe all movies and start re-uploading immediately to the panel. This should only take a few hours.
Once finished, 1080p/720p movie buffering will be completely resolved.
We are also close to 4k Series uploaded. We have another 1k+ series to be added which will be done soon.
---
Jan 16 @ 1:25pm
We have started uploading another 1200 series to the playlist, which should bring us to around 2k series. Once the rest of our files are finished transferring to the new storage servers we will upload the rest which should bring us to over 5k series.
This weekend we'll be ready to wipe the movies and re-add them which will solve the buffering on regular movies.
Thanks for your support during this long process, we understand that its not an easy time but we can promise you it will be worth the wait.
---
Jan 12 @ 9:25pm
We are still rebuilding the Series Section of the VOD service. After that has completed we will be rebuilding the Movie section with completely new servers.
---
Jan 10 @ 1:00pm
Maintenance for Series will begin now
---
Jan 10 @ 9:15am
Tomorrow, Saturday at 1PM ET we will start preparing phase 1 of our new vod system.
At 1PM, All Series will be wiped and throughout the day, series will be added. This will be ongoing for the next few days until all our series are fully re-applied to the service.
---
Jan 7 @ 10:14pm
VOD UPDATE 2: 4K movies have been re-added. Refresh your playlists :) tested and confirmed to be running smooth as butter.
We are currently doing a big update/maintenance on our backend for Series and regular movies. This should completely resolve all issues with VOD previously.
We appreciate your patience while we are working tirelessly to get this fixed!
More updates to come soon.
NOTE: Loading will also be faster.
---
Jan 6 @ 8:02pm
UPDATE ON VOD: We're making good improvement, we're working day and night to get this resolved as soon as possible. More updates will be done along the way. Big changes being done at the same time with cool new features we'll release this month.
---
Jan 4 @ 12:00pm
We are aware of some vod (movies and series) being down, not all of them are down because a good 50% of it is with our own servers. However, the vod provider that we use temporarily is having issues on their end which is causing those to be down.
No need to submit tickets regarding vod, its being fixed
Also, please note we have removed all problematic movies (those that are confirmed down), and will soon release a website where resellers can submit movies/series on behalf of their clients.
Affecting Server - Cloud Player
We have noticed there is an Authentication Error with Cloudflare, they are aware and working on fixing this issue. We will update as we know what is going on.
Dec 27 @ 10:29pm
LIVE TV seems to be working but connecting to the playlist server or VOD seems to be the issue and we are aware and working on it while we investigate more.
Dec 27 @ 10:35pm
System issues appears to be a routing issue with the internet which is beyond our control and will start working once it gets sorted out.
Dec 28 @ 11:00am
We have noticed there are still some issues and are trying to fixed it quickly. Please updated your playlists in the setting to see if that helps.
Dec 31 @ 2:00pm
Server failure again, we have team working on it.
Dec 31 @ 4:20pm
Server error was due to DDoS attack, this attack as been mitigated and servers now will be coming back online.
Affecting Server - Cloud Player
It appears that our VOD section for Cloud Server is having issues connecting to our servers. We have a team working on it as fast as possible.
This has been fixed.
Affecting Server - Cloud Player
There appears to be a few issues with our SERVERS and our Admin Team is working on resolving this as quick as possible.
Dec 16 @ 9:00PM
Appears to be with our CloudFlare which a team is working on resolving this.
Affecting Server - Cloud Player
A lot of our VOD will be removed as we are upgrading our Servers from Standard Hard Drives to NVME Hard Drives. Once the upgrade is completed we will add back to the new server, this process will take approx. a week due to the amount of stuff we have. So next week of Dec 1 - Dec 8 all Movies and series will be removed and re-added from the new servers.
Sorry for the inconvenience.
Update Nov 30, 2025
We have started to replace the Movie Content the evening of Nov 30 which will take majority of the night to complete.
Update Dec 1, 2025
We have started to replace the Show Content which can take a day or so.
Update Dec 3, 2025
We are approx. 80% completed with Shows content, taking longer due to the number of Shows we have on our servers.
Update Dec 5, 2025
We know there are still a few glitches with Shows but that we can not control as it is our CloudFlare Security we are waiting for it to re-cache.
Update Dec 6, 2025
The server has finished rendering, we now are accepting movie/show requests and if you have any issues please report using our ticket system.
Affecting Server - Cloud Player
Server Crashed at Data Center, we have a team working on it.
This issue has been resolved fully.
Affecting Server - Cloud Player
A series server is currently down at a datacenter their team is on site to repair. This issue is out of our hands sorry for any inconvenience.
Affecting Server - Cloud Player
We have noticed the EPG system was not loading properly so we have been fixing it. It can take up to 24 hours for it to propagate properly.
This has been solved.
Affecting Server - Cloud Player
We will be performing a Server Migration at 3AM Monday March 23rd (Sunday Night). This will help our system to stay up to date.
Migration was Successful.
Affecting Server - LUX Player
We have admins working on the LUX System right now to find out why it stopped. There is no current ETA.
Updated - 10PM 08/03/2025
There is a technical outage that is being repaired and will be back up as soon as it is resolved. Thanks for your patience.
Please Note: Our Cloud Streaming service has not been affect, if you would like to add Cloud to your account or switch please create a support ticket.
Updated - 5:20PM 09/03/2025
Service is back up and running.
Affecting Server - GEN Player
We are not longer going to be offering GEN Player due to them trying to increase rates without notice. We have a more dependable service in our Cloud Streaming and a lot cheaper. Please create a support ticket to get your service changed over to Cloud Streaming.
Affecting Server - GEN Player
Our Networks Administrator is updating our servers for GEN Player which might cause channel issues.
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:
