Check to make sure your device is one of the versions our apps support. Our video platform typically supports the two latest in-market versions of platforms OS on iOS, tvOS, Android, FireTV. The web app supports the two last major releases of Google Chrome, Safari and Firefox on both desktop and mobile. For Samsung and LG we support Tizen and webOS on devices released in the past two years. Roku support starts from Roku OS 9.0.
If your app is already up to date, try deleting the app and reinstalling. If the issue still persists, please let us know so we can look into this for you.