If your TV's menu and apps are slow to response, it's often due to a temporary performance issue.

Puck is slow or unresponsive

1. Restart your PLEIO puck

The easiest solution is to perform a full restart by pressing and holding the power button on the remote until the restart option appears on your screen. Alternatively, you can:

Unplug the power cable from the back of your PLEIO puck.
Wait for 30 seconds, then plug it back in.
The puck will boot up and should be more responsive.

2. Close running apps

If you have multiple apps running in the background, they can slow down your PLEIO puck's performance. Go to the Settings menu, select Apps, and manually force-stop any apps you are not using.

3. Perform a factory reset

As a last resort, if the issue persists, a factory reset can solve the problem by restoring the PLEIO puck to its original state.

Warning: This will erase all your settings, downloaded apps, and account information. You will need to again.
Go to Settings > System Settings > About > Factory reset.

Freely app frozen

My Freely app is frozen, what should I do?

If Freely isn't responding, try leaving and coming back by pressing the Exit or Home button on your remote. If that doesn’t fix it, follow these steps in order until Freely has come back to life.

Step 1: Check for Errors and Known Issues

Error Code: Did an error code (e.g., ETV104) appear on screen? Visit the Freely Error Code Checker on their website for an immediate diagnosis.

Step 2: Troubleshoot Your Connection

Speed Check: To watch live TV reliably, Freely recommends a minimum internet speed of 10Mbps. Use a phone or computer to run a speed test (e.g., at fast.com).
Power Cycle: Unplug your router and your PLEIO puck from the wall. Wait for five minutes, and then plug them back in. This simple step often resolves most issues.

Step 3: Software Update

Update Software: Ensure your TV's system software and the Freely app itself are fully up to date via Settings > Help > 'Update Services'.

Step 4: Reinstall Freely

Uninstall and Install Freely: You can find these options within Settings > Freely > 'Uninstall Services' and 'Install Services'.

Fix error codes

How do I fix an error code?

This guide provides solutions for all error codes that may appear on your PLEIO puck, covering the Android operating system, the Freely live TV service, and Cloud Gaming platform.

1. Network & System Errors (Android OS)

These codes indicate a problem with your internet connection, the device's main software, or general application loading.

Error Code	Error Message / Description	Resolution
1002, 1107, 2123, 3218, 7003, STA020	'Internet connection issue' or 'Unable to connect'	Restart your Wi-Fi router and your PLEIO puck; check your Wi-Fi settings to make sure you are connected; make sure TV software is updated.
10	'Something's not right' or 'Generic app error'	Update the affected app; sign out, force quit the app, and sign back in.
(None)	Stuck on Logo Screen	A factory reset of the device is typically required to clear corrupted system files (Warning: this will erase all saved settings, entered credentials and data).
(None)	'Download pending'	Go to Settings > Apps > Google Play Store, and select Force stop. If the issue continues, select Clear cache and Clear data.
REG003	'Registration Invalid Credentials'	Double-check your login and password for the registration service (credentials are case-sensitive).

2. Freely Live TV Errors (ETV Codes)

These codes relate specifically to the Freely live TV service, channel programme information, and access to streams. Note: Mitigation steps typically require checking your internet connection first.

Error Code	Error Message	Cause / Resolution Summary
ETV104	'Sorry, Freely can't connect to the internet'	Cloud services unreachable. Check your device is connected to the internet and restart your router.
ETV401	'Sorry, the TV Guide is unavailable'	Platform returns an error. Restart Freely by going to another area of the UI, or power cycle the device.
ETV503	'Sorry, Search is unavailable. Please try again'	Cloud services return an error. Check internet connection stability and try again later.
ETV6011 - ETV6054 (Multiple codes)	'Sorry, something went wrong. Please try again later'	DRM or Media Selector errors. (Licence violation, server denied, stream malformed). This is a rights or server issue; make sure internet is stable and try again.
ETV8001 - ETV8004 (Multiple codes)	'Sorry, something went wrong. Please wait a moment and try again'	Error with the YouView identity system. This is a third-party issue; please try again later.
ETV900 or ETV6900	'Sorry, something went wrong. Please try again later'	Unknown / Generic error. Reload Freely by navigating away and back, or power cycle the device.

3. Cloud Gaming Errors (600 Series)

These codes indicate technical problems related to starting, maintaining, or licensing a game stream. Resolution is usually a stability check and retry.

Error Code	Error Message / Description	Cause / Resolution Summary
600	'Bitrate too low for start a session'	Network Speed: Your internet speed is too slow to start streaming the game. Check your network speed (min 10Mbps recommended).
610, 613, 784	'No server available' or 'Server not found' or 'Server exhausted'	Capacity/Server Issue: The PLEIO gaming servers are full or temporarily unavailable. Please wait a few minutes and try again.
611, 635, 637, 770	'Pack/Subscription not enabled'	Licensing Issue: You do not have an active subscription for this game or pack. Check your subscription status.
607, 608	'Invalid password/JWT Token'	Authentication Failure: Re-enter your player login details carefully.
633, 717	'Game not found' or 'Game not available'	Game Catalogue Issue: The game may be temporarily offline for maintenance or no longer available in the catalogue.
612, 703, 762	'Player/Profile already playing' or 'Max sessions reached'	Session Limit: Your profile is currently active on another device, or you have reached the maximum number of concurrent streams. Exit the game on the other device.
653, 654, 655	'Profile not found' or 'Max profile number reached'	Profile Limit: You have reached the maximum number of player profiles allowed on your account. Manage existing profiles in Settings.
666, 700	'Request to server failed' or 'Data is not valid'	Generic Failure: Restart the PLEIO puck and try launching the game again.