If something isn’t working as expected on Knowledge Network, providing a few key details can help our support team identify the issue more quickly. When you contact us, please include the information below where possible.
Your device
Letting us know how you’re watching helps narrow down the cause of the issue. Please include:
- The type of device you’re using (TV, mobile device, tablet, or computer)
- The device model, if known
- The operating system and version. For example, Android TV, iOS, Windows, macOS, or Roku OS, along with the version number.
- The Knowledge Network app version, if you’re using the app
- If watching in a browser, include the browser name, such as Chrome, Safari, Edge, or Firefox.
Your connection
Streaming issues can sometimes be related to network settings. If available, let us know:
- Whether you’re using a VPN
- Your IP address
What’s going wrong
A brief but clear description of the issue is very helpful. Please include:
- What you were doing when the problem occurred
- What happened instead of what you expected
- Any error messages that appeared
- Whether the issue happens consistently or only in certain situations
- Screenshots or a short recording, if you’re able to provide them
When you have this information ready, get in touch with the Knowledge Network support team. Sharing these details helps us look into the issue more quickly.