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One evening, I sat down in front of my LG TV to watch a show on Crave. The picture froze, resumed, then stopped again. My first thought was that the Internet connection was acting up. Yet Netflix and YouTube played normally on the same TV.
An app freezing does not prove an Internet outage
That observation does not answer every question, but it gives us a clue. If several services work and only one gets stuck, it makes sense to look at the app, device or service involved before blaming the router or Internet provider.
Three comparisons to narrow down the problem
1. Try another app on the same device. If Netflix or YouTube works, a general connection outage becomes less likely. This does not rule out a specific issue between Crave and the network.
2. Try Crave on another device on the same network. A phone, tablet or computer can help determine whether the issue seems specific to the TV. Use your own account and a compatible device.
3. Try different content in Crave. If only one show causes problems, note the title and episode. That information may help Crave support.
What worked in my case
A full restart of the TV resolved the problem I was experiencing. That describes my experience; it does not mean every Crave interruption has the same cause.
The restart procedure varies by model. Check your TV’s instructions for a full restart: simply putting it into standby may not have the same effect. If the issue continues, check for TV and app updates, then consult the manufacturer’s and Crave’s recommendations.
A useful habit, at home and at work
Changing one thing at a time helps you understand what is happening. Note what works, what fails and what changes after each test. You’ll be able to explain the issue more precisely, without replacing a device or changing the entire network at random.
It’s the same approach I use in IT support: start with the symptom, compare situations and work from concrete observations.
Further reading
LG tips for apps that freeze or fail to load. Options and menus may vary by model.
Adapted from my LinkedIn post about an apparent Internet problem.