You’re already at the right place! There are a few troubleshooting steps we recommend trying that may resolve the issue. Follow the instructions below – if you’re the issue persists, please let us know! We’re happy to look into things further.
For iOs app users:
Step 1: Force close the app
Step 2: Sign out of the Sunroom app and log back in to see if your issue persists.
Step 3: Uninstall and redownload the latest version of the app from the app store. We regularly provide updates and you could be in an old version of the app that's housing the issue!
Step 2: Restart your phone.
Step 3: Once your phone is back online, reinstall the Sunroom app on your phone.
- Sometimes doing a manual installation (rather than using the update feature) will clear up some issues. We resolve bugs with new app releases, so reinstalling the latest version of the app may clear up an issue from a previous version that we’ve since fixed.
Step 4: Check if you have any software updates available for your device.
- Some issues can be introduced by the combination of the app/browser and OS version, so making sure you have the most current versions of both is key.
Step 5: Please make sure you have a solid wifi connection.
- We recommend a wifi speed of at least 10mbps+ (Tip: You can test your speed on a site like fast.com).
For Web Users:
Step 1: Please ensure your device supports Widevine L1.
- Widevine L1 is required by Sunroom due to our anti screenshot technology (similar to apps like Netflix and Hulu). You're probably aware of that software already as other apps also require it.
Step 2: (If your phone does have Widevine L1) Please ensure you are opening the website via a Google Chrome or Safari Browser - NOT via an Instagram popup window.
- Sadly, the IG pop up browser blocks a lot of content, so ensuring you're in your own window will solve the loading issues.
If your device does not support Widevine: Please use a desktop or other compatible device to enjoy Sunroom.
Step 3: Please ensure you have a solid wi-fi connection & that you're device software is up to date. We recommend a wifi speed of at least 10mbps+ (Tip: You can test your speed on a site like fast.com).
Step 4: Clear the cache on your web browser, refresh the page, and you should be good to go!
Still running into the same problem?
Answers to most issues can be found in our Help Center. Use our chatbot to help direct you towards the most relevant article for your query. Just tap the blue "Help" button in the lower right hand corner of this screen to launch a new chat session.
Looking for some extra support?
Click here to submit a new ticket request and a member of our support team will assist you as soon as possible, within 24-48 hours. Please Note: Our standard hours of operation are 9am-5pm (PST).
When you submit your ticket, providing the following information will expedite our investigation:
- Your username and the email address attached to your Sunroom account
- A screenshot of any errors you're encountering
- Device type (iPhone,Pixel, Galaxy?)
