Record the actual installed version and device
Write the television or box model, operating-system version and installed CONNECT version before changing anything. A manufacturer’s brand name alone is not enough to apply the support table, which lists particular platform or model requirements. Keep the store’s compatibility message as well if an update is unavailable.
For an illustrative support note, distinguish the app opens and plays from the store offers the latest version. Those observations can both be true or differ on the same device. A missing update is not automatically evidence that the subscription expired or that the live match itself was removed.
Read the exception within its limits
The publisher’s note permits continued use of the current installed app in that compatibility situation. It does not promise that every older version will work indefinitely or that future features will arrive without an update. Read the current help again when a particular feature or event cannot be accessed.
Do not uninstall a working version merely to experiment without first establishing the official installation options for the device. Likewise, do not obtain an unrelated application package from a third-party site to imitate compatibility. Check the provider’s supported receiving alternatives and manufacturer information for the actual hardware.
Separate an update question from a playback failure
If playback fails, keep the event title, date, visible message and installed version with the device record. If only the update is unavailable, describe that store state instead. A support team needs to know whether it is investigating app distribution, an obsolete platform or a particular event’s playback.
Before purchasing another receiver, verify its exact current support entry rather than assume that a newer-looking device or a familiar operating-system logo is sufficient. This is a compatibility-record workflow, not a claim that the older app is supported forever or that any particular replacement device has been tested.
Questions about this guide
Does continued playback prove the newest app is supported?
No. The publisher distinguishes the current installed app from eligibility for new releases.