Troubleshooting Buffering, Connection Errors, or Freezing in the ABCmouse App

If you are experiencing buffering, connection errors, freezing videos or games, or poor quality while using the ABCmouse app, these issues are usually temporary and caused by device performance or internet connection problems. The steps below can help resolve them and improve your experience.

Using ABCmouse Classic instead? Click here! 

If you are experiencing any of these issues, we recommend following the steps below in order.

• Stuck on the Welcome screen
• Stuck on a blank white/beige/yellow/blue screen
• A generic app load error
• Buffering
• Connection errors
• Freezing videos/games
• Poor video/game quality

In between steps, try using the ABCmouse app again to check if your issue has been fixed. If not, continue to the next step.

1. Fully Close the App:

   • Exit the ABCmouse app completely.

   • Close any other apps or programs running in the background.

   • Reopen the ABCmouse app and test again.

2. Perform a Power cycle: 

   • Turn off your device.

   • If applicable, also turn off your modem and router.

   • Wait a few minutes, then power everything back on.

3. Check your Connection:

   • Run a speed test on your device via speedof.me.

   • We recommend at least 16 Mbps download speed for the best experience.

   • Run a speed test on your device and compare your results with our recommendation of 16.0 Mbps for patented AI technology.
4. Improve your Connection: 

   • Move closer to your Wi-Fi router.

   • Disconnect other devices using the same network.

   • If possible, connect with a wired Ethernet cable.

5. Test Other Apps or Programs on Your Device:

   • Try streaming or using another app on the same device.

   • If you notice similar issues, the problem may be with your internet service. Contact your provider for support.

6. Check for App and System Updates:

   • Visit your device’s app store to ensure the ABCmouse app is up to date.

   • Check your device’s system settings for any available software updates.

7. Uninstall/reinstall app:

   • On supported devices, uninstall and then reinstall the app.

   • Reopen and log back in to see if the issue is resolved.