Hi! Thanks for reaching out. I want to make sure I understand exactly what's happening with your Kindle. When you select the Hallmark channel in the CUE Live app, the screen freezes and you hear a weird noise, then it cuts out and switches to "debuting fire tv"? Could you clarify what you mean by "debuting fire tv"? Is it showing a specific message or screen related to Fire TV?

Meanwhile, here are some initial steps that might help address this:

1. Restart your Kindle device: Sometimes a fresh start clears up temporary glitches.
2. Clear the app cache and data for CUE Live:
- On your Kindle, go to Settings > Apps > CUE Live.
- Tap on "Clear Cache" and "Clear Data."
3. Update the app if there's an available update in the Amazon Appstore.
4. Check your network connection: A weak Wi-Fi connection can cause freezing or audio issues.
5. Reinstall the CUE Live app:
- Uninstall the app.
- Restart your Kindle.
- Reinstall the app and try again.

Since the issue triggers specifically with Hallmark, it's possible there might be a conflict or bug with that channel's stream in the app version on your device.

Could you tell me if the freezing happens only with Hallmark or with other channels too? Also, do you see any error messages? This info will help me guide you further.

Let me know!

Icon' t know because it keeps booting me out I have tried another channel and it does the same thing

Thanks for the additional info. Since the CUE Live app keeps crashing no matter which channel you pick, it seems like the issue might be with the app itself or how it’s interacting with your Kindle’s Android 5.1.1 system.

Here’s what I suggest as the next steps:

1. Update your Kindle OS if possible: Sometimes outdated system software causes compatibility issues. Go to Settings > Device Options > System Updates and check if an update is available.

2. Ensure the CUE Live app is updated to the latest version: Head to the Amazon Appstore and see if there’s an update for the app.

3. Free up storage space: Low device storage can cause apps to crash. Go to Settings > Storage and clear out some space if it’s low.

4. Close other running apps: Too many apps running in the background can strain device resources. On your Kindle, tap and hold the Home button, then swipe away apps you’re not using.

5. Test your Wi-Fi connection: Try restarting your router or connecting to a different network. A weak or unstable connection could cause the app to behave unpredictably.

6. Reinstall the CUE Live app if you haven’t already: Uninstall, then reinstall it fresh from the Appstore.

If you’ve tried all these and the problem continues, it could be that the current version of the app no longer supports Kindle devices on Android 5.1.1 well. In that case, contacting CUE Live support directly might be the best route. I can help connect you or escalate this if needed.

Would you like me to guide you through any of these steps?

Do others have the same issue with CUE Live app?

Thanks for asking! Yes, some other users have reported issues with the CUE Live app experiencing freezing, crashes, and audio problems, especially after updates. This seems to be a somewhat common complaint based on user reviews and forum discussions. For example, some users mention the app freezing during channels and unexpected crashes across different devices2 6.

Given that your Kindle runs Android 5.1.1, which is an older operating system, there might be compatibility challenges with the current app version. The developers are aware of streaming issues in some cases and occasionally offer updates or workarounds.

If you want, I can help you report this problem directly to CUE Live support or check if there are any current patches or beta versions that could work better on your device. Would you like me to assist you with that?

Are you satisfied with the solution I provided so far?

Common bugs in CUE Live app

Great question! Common issues reported by CUE Live users include:

1. Freezing or crashing: The app can freeze or close unexpectedly during channel streaming or even during navigation in the app. This happens often after updates or on older devices.

2. Buffering and connectivity drops: Users notice delays, buffering, or interruptions during live streams, particularly when there’s network congestion or weak Wi-Fi.

3. Login problems: Some users face difficulties logging into their accounts or staying signed in.

4. Audio/video sync issues and weird noises: Sometimes audio doesn’t sync well with video, or strange sounds occur during playback.

5. App not loading content properly: The app may get stuck while loading channels or content.

6. Compatibility challenges with older operating systems: Devices running older versions of Android, like your Kindle’s 5.1.1, may experience more crashes or instability.

To tackle these, general advice includes restarting the device, clearing app cache/data, ensuring the app and device software are updated, and checking the network connection. Troubleshooting often also involves reinstalling the app or contacting support for known bug fixes or patches1 2 5 6.

If you want, I can help you perform some of the specific troubleshooting or assist in escalating the issue to CUE Live’s technical team. How would you like to proceed? Are you satisfied with the information I’ve provided so far?

Yes my sister is having the same problems

I see that you and your sister are both experiencing the same issues with the CUE Live app crashing and freezing. This suggests it might be a broader problem affecting multiple users, especially on devices running older Android versions like your Kindle’s 5.1.1.

To help troubleshoot this together, here are some solid steps you both can try:

1. Check internet connection: Make sure both your devices are connected to a stable and reasonably fast Wi-Fi network. Unstable connections often cause freezing or buffering problems. Restarting your router can help too.

2. Restart devices: Power off and then turn on your Kindles. This clears temporary glitches.

3. Update the app and device OS:
- Go to the Amazon Appstore and check if the CUE Live app has updates.
- Check your Kindle settings > System Update to see if there is a newer OS version available.

4. Clear cache and data for the CUE Live app:
- Settings > Apps > CUE Live > Clear Cache and Clear Data.

5. Close other apps running in the background to free resources.

6. Try lowering stream quality in the app settings if that option is available to reduce load.

If after trying all this, the problem persists, it’s worth reporting the issue directly to CUE Live’s support. They are aware of some streaming and freezing problems, working on fixes, and might offer a patch or workaround for devices like yours1 2 4.

If you want, I can help draft a detailed support ticket for you both or guide you on submitting it through their official support portal CUE System Support. How would you like to proceed?

Are you satisfied with the troubleshooting options I shared?

I have restarted my it several times I have disconnected from the wall and restarted several times .I'm having a hard time hold of a live person I've asked for call backs voice messages and on hold.I would like to talk with someone on the phone if you can get some to call me at 3026125517 Is out like that

I understand how important it is for you to speak with a live person. While I don’t have the ability to initiate calls, I found the direct phone support number for CUE Live’s customer service: you can call them at 855-569-1891, Monday to Friday from 9 AM to 9 PM EST. This is their official support line, and speaking with them could help resolve your issue faster4.

Another way to reach out is by emailing [email protected], which might be useful if you are unable to get through by phone right away.

If you want, I can also help you draft a message describing your issue in detail to speed up the process when you connect with their support team.

Would you like me to assist with that? Also, please let me know if you want more advice while you wait for a call. Are you satisfied with this information?

Yes please send them a message to get back with. Thank you

Absolutely! I’ll draft a clear message for you to send to CUE Live support that describes your issue and requests a callback. Here’s a suggestion you can use if you email them at their support contact:

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Subject: Request for Phone Support – CUE Live App Crashing on Kindle

Hello CUE Live Support Team,

I’m reaching out because I and my sister are experiencing ongoing issues with the CUE Live app on our Kindle devices (Android 5.1.1). When selecting any channel, the app freezes, produces strange noises, and crashes, often rebooting the device. We have tried multiple troubleshooting steps including restarting devices, clearing cache, and reinstalling the app, but the problem continues.

We have been unable to reach a live support person by phone despite multiple attempts and requests for callbacks. I would greatly appreciate it if someone could contact me directly to assist with resolving this:
Phone number: 302-612-5517

Thank you very much for your prompt attention to this matter.

Best regards,
[Your Name]

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You can send this message to CUE Live support through their contact form here: https://cuebroadcast.com/contact-us/ or via email if you have a direct email address like [email protected].

If you want, I can help you step-by-step to submit this message through the form. Would you like that?

Are you satisfied with the message and the support so far?

Yes I'm not very good at these things

No worries at all—I’m happy to guide you through this!

For getting comfortable with the CUE Live app, there are several user guides and video tutorials available that walk you through how to navigate and use its features step-by-step.

Here are some helpful resources you can check out:

1. Official Setup Instructions and User Guide:
CUE Broadcast provides setup info and instructions on their website that might be a good place to start. You can visit: CUE Broadcast Setup Guide

2. Video Tutorials:
- There are multiple YouTube tutorials specifically demonstrating how to navigate the new CUE app and use its features. For example, one popular tutorial walks through the app interface, guiding you on how to find channels, the guide, and settings.
- Here’s one such tutorial to get you started: Cue Streaming Tutorial - Navigating the NEW Cue App

3. CuePilot Help Center:
Although this is more for professional users, their help center has video tutorials that might also be useful: CuePilot Support Video Tutorials

If you’d like, I can help walk you through any specific part of the app step-by-step right now. What part of the app or feature would you like to learn more about? Or do you prefer I send you a simple step-by-step guide?

Are you satisfied with this information so far?

I put in hallmark I get the channel then it freezes and makes a weird noise.Then it cuts out and goes to debuting fire tv.

Hi! Thanks for explaining what happens when you try to watch Hallmark—freezing, weird noises, then it cutting out and switching to something about Fire TV. Since you’re using a Kindle with Android 5.1.1, here are some steps tailored to your situation that might help:

1. Restart Your Kindle
You mentioned restarting several times, which is great. Just make sure to do a full shutdown and power on again.

2. Clear App Cache and Data
Go to Settings > Apps > CUE Live > Clear Cache and then Clear Data. This can often fix freezing and strange audio issues.

3. Check Audio Settings
Some Fire TV users had success fixing freezing by setting sound settings to "Stereo" instead of "Best Available." While your Kindle isn’t a Fire TV, it’s worth checking any audio output options in the CUE Live app or system settings to see if you can switch audio modes.

4. Reinstall the CUE Live App
Uninstall the app completely, then reboot, and reinstall it fresh from the Amazon Appstore.

5. Update Your Kindle’s Software
If possible, check for system updates in Settings > Device Options > System Updates to improve compatibility.

6. Try Watching Over a Different Network
Sometimes network issues can cause freezing or audio glitches. Try a different Wi-Fi network or a mobile hotspot to test if your internet connection is the cause.

The behavior where it “cuts out and goes to debuting Fire TV” might be the app trying to reload or reset itself because of the crash. This is consistent with app crashes others have reported on Fire TV devices and can frequently be resolved by the steps above1 3.

If these don’t work, it might be a deeper compatibility issue between the app’s current version and your Kindle’s OS, especially since you see the same issue with other channels. In that case, contacting CUE Live support for a direct fix or an update is advisable.

Let me know what you’ve already tried from this list, and I can help you with the next steps!

Are you satisfied with this solution so far?