Application will not allow streaming services to play

Recommended Troubleshooting Steps

1. Check the user’s data plan status

   • Confirm the end user has available mobile data remaining.

   • Verify the account has not reached a data cap, throttle limit, or policy restriction that blocks streaming.

2. Confirm service eligibility

   • Ensure streaming services are allowed under the user’s current plan.

   • Some plans may restrict video streaming or require additional data add-ons.

3. Test on Wi-Fi

   • Have the user connect to Wi-Fi and attempt to stream.

   • If streaming works on Wi-Fi but not cellular, the issue is likely plan- or policy-related.

4. Restart the device

   • Restart the phone to ensure the network and application services reinitialize correctly.

Why this may occur
If a user’s data plan has been exhausted, throttled, or restricted, streaming traffic may be blocked at the network level. In these cases, the application is functioning correctly but cannot override plan or carrier policy limits.

When to escalate

• If the user has confirmed available data and streaming is allowed on their plan, but services still will not play on cellular data, create a help desk ticket with Sky Peak Technologies.

Include the following details in the ticket

• MDN (masked if required)

• Device model and OS version

• Confirmation of available data on the plan

• Streaming services affected