FAQs

Q: How do I check my internet speed & quality?

To ensure a smooth streaming experience, we recommend using the Analiti Speed Test app on your Firestick. Here’s how to install and run it:

1. Using the Analiti Speed Test App on Firestick:

• From the Firestick Home Screen, go to the Search (magnifying glass) icon.
• Type “Analiti Speed Test” and select it from the suggestions.
• Choose the Analiti app in the search results and click Download or Install.
• Once installed, open the app and run a speed test.

📌 Important: Your Download speed should be at least 100 Mbps for the best performance with Cloud9 FreedomTV. If your speed is lower, you may experience buffering or freezing.

🔧 Troubleshooting Login Issues with the Cloud9 FreedomTV App

With our new Cloud9 FreedomTV app, please keep the following in mind:

• 👉 Use a different set of login credentials for each device.
• Each device is linked to a single login, so make sure to enter the exact credentials we provided to you via email.

⚠️ Important: Reusing the same login credentials on multiple devices at the same time can cause streaming issues, buffering, or unexpected logouts.

Need help finding your login info? Just send us a message via WhatsApp and we’ll be happy to resend it to you.

If you’ve mistakenly used the same login on more than one device, please send us a message via WhatsApp. We’ll reset the account and issue new login credentials to get you back up and running smoothly.

Troubleshooting Firewall Issues for Cloud9 FreedomTV

If you’re experiencing buffering, connectivity issues, or trouble accessing Cloud9 FreedomTV, your router’s firewall may be blocking the connection. Follow these step-by-step guides to disable the firewall on your router for smoother streaming.

Disable Firewall on AT&T (2Wire Gateway)

1. Access the Router: Open your browser and go to http://homeportal/setup. Ensure your device is connected to your high-speed internet through your 2Wire Gateway or Modem.
2. View Firewall Status: Look for the Firewall heading on the right side of the screen to check its current status.
3. Access Firewall Settings: Click on the Firewall icons (which look like locks) or select the View Firewall Status link.
4. Disable the Firewall: Click the Firewall Settings link in the navigation bar.
5. Allow All Applications: Select the option Allow all applications (DMZplus mode) to disable the firewall.
6. Confirm: Click the Done button to save your settings.

Disable Firewall on Xfinity Routers

1. Login to Your Router: Enter your router’s IP address into your browser.
2. Authenticate: Enter your router’s password when prompted.
3. Go to Advanced Settings: Locate and select the Advanced Settings option.
4. Find Firewall Options: Navigate to and select the Firewall option.
5. Disable the Firewall: Click Disable.
6. Confirm: Select OK when prompted to save your changes.

Disable Firewall on Verizon Routers

1. Access the Router’s Interface: Open a web browser and enter http://192.168.1.1 in the address bar.
2. Login: Use your router’s username and password, typically found on a sticker on the router.
3. Navigate to Firewall Settings: Go to the Advanced Settings or Firewall section.
4. Modify Firewall Settings: Adjust the firewall level to “disable.”
5. Save and Exit: Save the changes and exit the interface.

📱 Disable Firewall Using AT&T Smart Home Manager App

1. Download the App: Install the AT&T Smart Home Manager App from the App Store or Google Play Store.
2. Log In: Use your AT&T account credentials to sign in.
3. Access ActiveArmor Settings: Tap the Settings icon (gear symbol) at the top right corner, then select ActiveArmor.
4. Disable ActiveArmor: Toggle the switch to turn off ActiveArmor.

Note: You can reactivate ActiveArmor anytime using the same steps.

🔎 Additional Tips for Smooth Streaming

• Firewall Risk Awareness: While disabling your firewall can enhance streaming performance, it may also expose your network to security threats. Re-enable it once troubleshooting is complete.
• Use a VPN: Protect your privacy by using a secure VPN like SurfShark. It enhances your security while bypassing ISP throttling.
• Contact Support: If you continue facing issues, reach out to our friendly support team for further assistance.

Contact Support

🛠️ Having Issues with Lag, Freezing, or Buffering?

No worries! Follow these quick steps to get your Cloud9 FreedomTV streaming smoothly again:

🚨 Step 1: Restart Your Equipment

This solves 90% of issues!

• Router: Turn it off, unplug it from the wall, and wait at least 5 full minutes before plugging it back in and turning it on. (Less than 5 minutes won’t reset it fully.)
• Streaming Device or Smart TV: Turn it off, unplug it for 1 minute, then plug it back in and power it on.

📶 Step 2: Check Your Internet & Connection Type

• Use an Ethernet cable if available — it’s faster and more stable than Wi-Fi.
• If using Wi-Fi, make sure your speed is at least 100 Mbps.
• Avoid using hotspots or mobile data — they often cause buffering.

✅ Recommended Devices:

• Onn Google TV 4K
• NVIDIA Shield Pro
• Amazon Firestick 4K Max

⚠️ Older or budget devices may struggle with high-quality streams.

🔁 Step 3: Properly Exit the App

Always exit the app correctly to avoid connection issues.

On FireStick:

• Go to Settings > Applications > Manage Installed Applications
• Select Cloud9 FreedomTV
• Click Force Stop

On onn. Google TV:

• Go to Settings > Apps > See All Apps
• Find and select Cloud9 FreedomTV
• Click Force Stop

❗ Important: Never just press the Home button. That keeps the app running in the background and may cause issues.

🔒 Step 4: Check Your Device Limit

• Your plan supports up to 5 devices (depending on your subscription).
• Make sure you’re using only one set of login credentials per device.
• If multiple devices use the same login at the same time, it can cause connection issues and may disconnect your stream.
• To prevent problems, fully close the app on any device you’re not actively using.

🌐 Step 5: Use a VPN (If Buffering Still Happens)

• Some Internet providers slow down video streaming. A VPN helps fix this.
• We recommend SurfShark VPN — just $2.49/month for smooth, private streaming.
• A VPN is often more reliable than switching internet providers.

🤝 Need More Help?

• Try restarting your device and router again.
• Contact us via Customer Support Chat to get your connection re-synced.
• Or call us directly: (800) 340-0298

We’re here to make sure you enjoy a seamless streaming experience with Cloud9 FreedomTV!

📺 Troubleshooting App Issues on Fire TV or onn. Google TV 4K

If the Cloud9 FreedomTV or Smarters Pro app isn’t loading or working correctly, follow these simple steps to fix it:

🔧 Step 1: Clear Cache & Restart

On Fire TV:

• Go to your Fire TV Home Screen and open Settings.
• Select Applications > Manage Installed Applications.
• Choose either Cloud9 FreedomTV or Smarters Pro.
• Click on Clear Cache.
• Then, click Force Stop.
• Restart your Fire TV device.

If the issue isn’t fixed, go to Step 2.

On onn. Google TV 4K:

• Go to your Home Screen, then open Settings.
• Select Apps > See All Apps.
• Choose either Cloud9 FreedomTV or Smarters Pro.
• Click on Clear Cache.
• Then, select Force Stop.
• Restart your onn. Google TV 4K device.

Still having issues? Continue to Step 2.

🧹 Step 2: Clear Data & Restart

On Fire TV:

• Go to Settings > Applications > Manage Installed Applications.
• Select the app and tap Clear Data (repeat this 3–6 times to fully clear it).
• Tap Force Stop again.
• Restart your Fire TV device.
• Open the app and log in again.

On onn. Google TV 4K:

• Go to Settings > Apps > See All Apps.
• Choose the app and tap Clear Data (repeat 3–6 times).
• Tap Force Stop again.
• Restart your device.
• Open the app and log back in.

If none of the above works, uninstall and reinstall the app.

How to Install and Use the Background Apps & Process List to Free up RAM on your Device (Free)

Best for: Closing apps running in the background to free up RAM and prevent buffering.

Before You Begin: We recommend doing a quick cleanup on your device:

• Uninstall any apps you don’t use — these may still be running in the background and slowing things down.
• Make sure to remove all old or previous versions of our app to avoid conflicts and unnecessary resource use.
• Force stop any running apps you’re not actively using by going to Settings > Applications > Manage Installed Applications, selecting the app, then tapping Force Stop.

Why it’s Useful: Many apps keep running even when you’re not using them, slowing down your device. This app closes them with a simple click, freeing up memory for smoother streaming.

✅ How to Install:

For FireStick:
– Available directly from the Amazon Appstore.
– Search for “Background Apps & Process List” and install.

For Onn 4K:
– Available on the Google Play Store.
– Search for “Background Apps & Process List” and install.

💡 How to Use:

1. Open the App.
2. Click “Close All Apps” to bring up running apps one by one.
3. Confirm “Force Stop” for each app.
4. Done! Your RAM is now cleared for better performance.

If you have any further questions or issues, feel free to reach out for support!

🔧 Firestick Optimization Tips (Speed, Storage & Privacy)

1. Turn Off Notifications & Auto Updates

Go to Settings > Applications > Appstore

Turn off:
• Notifications
• Automatic Updates
• Turn ON: Hide Cloud Apps

⚠ Tip: Make sure your apps are updated manually when needed.

2. Boost Speed by Disabling Data Collection

Go to Settings > Preferences

Turn off:
• Device Usage Data
• Collect App Data Usage
• Interest-Based Ads

Go to Settings > Preferences > Featured Content

Turn off both options.

Optional:
• Prime Photos → Turn off Access & Guest Connections
• Game Circle > Whispersync → Turn OFF

3. Free Up Space

Uninstall unused apps to keep your Firestick running smoothly.

Optional: Use a trusted third-party cleaning app to remove junk files (avoid unknown or shady apps).

4. Disable Unused Amazon Services

If you’re not using Prime Photos or Whispersync, turn them off to save resources.