End user reports the application is not working on cellular data.

Recommended Troubleshooting Steps

Test on Wi-Fi
- Ask the user to connect to a trusted Wi-Fi network.
- Have them test one or more streaming services.
- This helps determine whether the issue is isolated to cellular data.
Restart the application
- Fully close the application and reopen it.
- If possible, force stop the app and relaunch.
Restart the device
- A device restart can reinitialize background services and restore connectivity.

Why this may occur
If streaming works on Wi-Fi but not on cellular data, the application may be in a stalled or incomplete runtime state on the device. In these cases, a restart typically restores normal operation.

When to escalate

If the application continues to fail on cellular data after completing the steps above, create a help desk ticket with Sky Peak Technologies.

Include the following details in the ticket

MDN (masked if required)
Device model
OS version
App version
Confirmation that the issue occurs on cellular data but not Wi-Fi

End user reports the application is not working on cellular data.

The end user reports that the application is not working when using cellular data. Streaming services fail or do not function correctly on mobile signal, but may work on Wi-Fi.