Support & Troubleshooting

April 10, 2025 Uncategorized

Support and Troubleshooting FAQ

Can I use the ROOT SPORTS Stream App while traveling out-of-market?

Yes, your direct-to-consumer subscription includes a thirty (30) day period in which you can view content outside of your Home Territory, but within the United States (“Couch Rights”). The thirty (30) day period will commence the first time you view content outside of your Home Territory. Once activated, Couch Rights will apply to any device you use to access content outside your Home Territory.

 

Can I use ROOT SPORTS Stream outside of the US?

No. ROOT SPORTS Stream is only available within the United States.

 

My app is saying I am out-of-market, but I am within the Mariners territory.

Are you using a VPN? If so, it is likely to affect your access rights.

If you are experiencing issues confirm that you are currently located within the Seattle Mariners territory:

  1. Verify that you are currently within the Mariners television territory. To do so, visit http://ROOTSPORTS.com/provider-finder/ and enter your Zip Code (where you currently are). If you receive a list of available providers, that means you are within the market and should have access to ROOT SPORTS programming.
  2. Try to log out of the app, restart the app, and then log back in.
  3. If possible, check whether you can watch on any other devices.
  4. If the issue persists, contact ROOT SPORTS support at rss_support@rootsportsnw.com and provide the following information:
    • Email account associated with your subscription.
    • Device(s) where you are experiencing the error.
    • The exact error message you are receiving.
    • Current zip code.
    • IP address (you can find this at https://www.maxmind.com/en/locate-my-ip-address from your device or a computer on your home network).

I received an error message stating that I have reached the maximum 30 days of travel rights while out of your designated region.

You will be able to log back on from within the Mariners TV territory to restart your travel rights.

 

I received an error message stating that I have reached the maximum 30 days of travel rights while within of your designated region.

Are you using a VPN? If so, it is likely to affect your access rights.

  1. Verify that you are currently within the Mariners television territory. To do so, visit http://ROOTSPORTS.com/provider-finder/ and enter your Zip Code (where you currently are). If you receive a list of available providers, that means you are within the market and should have access to ROOT SPORTS programming.
  2. Try to log out of the app, restart the app, and then log back in.
  3. If possible, check whether you can watch on any other devices.
  4. If the issue persists, contact ROOT SPORTS support at rss_support@rootsportsnw.com and provide the following information:
    • Email account associated with your subscription
    • Device(s) where you are experiencing the error
    • The exact error message you are receiving
    • Current zip code
    • IP address (you can find this at https://www.maxmind.com/en/locate-my-ip-address from your device or a computer on your home network).

Can I use ROOT SPORTS Stream with a VPN?

No. VPN access to ROOT SPORTS Stream is not supported.

 

Is ROOT SPORTS Stream available without Wi-Fi on my mobile device?

ROOT SPORTS Stream can be accessed from any 4G, LTE, 5G, or higher high-speed Internet connection. Normal data rates apply.

 

To limit ROOT SPORTS app to only use WiFi

This will prevent the app from using cellular data, forcing it to use Wi-Fi when available.

On iPhone or iPad

  1. Go to your iPhone’s Settings App
  2. Scroll down and select “Apps”
  3. Find and select the “ROOT SPORTS” App
  4. Turn off the “Cellular Data” option.

On Android Phone or Tablet

Android devices vary significantly, so check your manufacturer’s instructions.

  1. Open the “Settings” app on your Android device.
  2. Tap on “Apps” or “Apps & notifications” (the exact wording might vary depending on your Android version and device manufacturer).
  3. You might see a list of apps directly or need to tap on “Manage apps” or a similar option to view the app list.
  4. Find the ROOT SPORTS app and tap on it.
  5. Look for an option like “Data usage,” “Network usage,” or “Data restrictions”.
  6. Tap on it and you should see options to control Wi-Fi and mobile data access.
  7. Uncheck the box next to “Allow mobile data”: to prevent the app from using cellular data.

I’m having trouble accessing the ROOT SPORTS Stream with my TV provider

If you currently have access to ROOT SPORTS through a cable, satellite or streaming provider, you should be able to sign in to ROOT SPORTS Stream when creating an account.

  1. First, go to https://RootSportsStream.com
  2. Click, Subscribe Now in the top right of the page.
  3. On the right side, under “Get Access” select “Continue to TV Providers”
  4. Complete the sign-up information on the left side – either entering an email address or signing in with Google or Apple.
  5. Choose your current cable, satellite, or streaming provider.
  6. Log in with your streaming provider credentials.

If you are receiving a message that you do not have access to your cable, satellite or streaming provider, please first contact your provider to confirm that you have ROOT SPORTS in your TV package or that they have signed up to provide their customers with access to ROOT SPORTS Stream. If you still have issues, please contact ROOT SPORTS at rss_support@rootsportsnw.com.

 

How do I turn on/off closed captioning?

Closed captioning for live programming can be toggled on/off. This varies by devices. Please see below for device-specific information.

ROOT SPORTS Stream (TV and Mobile devices)

  1. While streaming video, tap on the player screen.
  2. In the lower right-hand side of the player, you will see a ‘speech bubble’ icon.
  3. Select ‘CC’ to turn on the captions, or ‘Off’, depending on your preference.

RootSportsStream.com

  1. While streaming video, tap on the player screen.
  2. In the lower right-hand side of the player, you will see a ‘speech bubble’ icon.
  3. Select ‘CC’ to turn on the captions, or ‘Off’, depending on your preference.

How do I cast to my TV from my phone or tablet?

ROOT SPORTS Stream supports video casting. Additional information regarding screencasting is provided below. Please visit the manufacturer’s website for specific details on your respective device.

From Your Computer to Your Smart TV or Connected TV Device

  1. Ensure that your computer and AirPlay-compatible or Smart TV are connected to the same Wi-Fi network. Compatible devices include Apple TV, Roku, Fire TV Stick, and most smart TVs.
  2. Press [Windows Key]-[K] key to bring up the connect panel for PCs. On Mac computers, select the screen mirror in your Apple control center.
  3. Select the device to cast to.
  4. Follow the on-screen instructions on both your TV and computer, which may include entering a passcode displayed on your TV.
  5. Go to https://RootSportsStream.com.

Note: Once connected on a Windows PC, you can adjust your connection type to single screen, duplicate and more to best suit your stream and network.

iPhone/iPad to a Smart TV/Roku/FireTV

  1. Ensure your iPhone and Apple TV/AirPlay-compatible smart TV are connected to the same Wi-Fi network.
  2. Open the ROOT SPORTS Stream App and click Watch Now.
  3. Tap the AirPlay icon and choose your TV from the list.
  4. Follow the on-screen instructions on both your TV and iPhone, which may include entering an AirPlay passcode displayed on your TV.

Android Phone/Tablet to a Smart TV/Roku/FireTV

Due to the large number of Android devices with different user interfaces and support issues, we recommend reviewing your manufacturer’s screencasting instructions.

Note: Not all TVs and mobile devices are capable of screencasting. Check your device specifications on your manufacturer’s website for more info. If you are experiencing any issues, try 1) ensuring all devices have the latest updates, 2) restarting your mobile device, and 3) unplugging your TV and connected devices to reset them.

 

How many streams can I watch simultaneously?

You may have up to 3 simultaneous streams.

 

What if I am experiencing streaming issues?

Streaming issues may include frozen streams, audio sync issues, low resolution, macro-blocking (heavily pixelated/blocky sections of video), and video or audio dropouts. These may be caused by a variety of things:

  1. Home network or WiFi
  2. Internet providers
  3. Mobile data issues
  4. Unsupported or old devices
  5. Outdated software or firmware
  6. Service stability or outages

Here are some recommendations to try first that can resolve many of these issues. If they don’t, please contact ROOT SPORTS customer support at rss_support@rootsportsnw.com.

If you are streaming via RootSportsStream.com in an Internet browser

  1. First, please clear your cached data, cookies, and browsing history and try again.
  2. Restart your computer.
  3. Problems may be caused by a slow Internet connection or by competing downloads/streams from other devices on the same Internet connection, try a speed test at https://www.speedtest.net/ and then check with your Internet provider if the results are lower than expected.
  4. If problems persist after all of the above, please contact ROOT SPORTS customer support with your device information about the exact issues you are experiencing.

On Roku/Amazon Fire/Apple TV device

  1. Exit the ROOT SPORTS app and re-enter.
  2. Restart the device or SmartTV (if it’s built in) – unplug and plug back in the device if you don’t know how. Most Smart TVs only go to standby mode when you press the power button.
  3. Delete your App and re-download the App from the App.
  4. Problems may be caused by a slow Internet connection or by competing downloads/streams from other devices on the same Internet connection, try a speed test on another device on the same network at https://www.speedtest.net/ and then check with your Internet provider if the results are lower than expected.
  5. If problems persist after all the above, please reach out to ROOT SPORTS customer support with your device information and any screenshots (if possible) of the exact issues you are experiencing.

On a mobile device

  1. First, please exit and force close the App and re-start.
  2. Restart your device.
  3. Delete your App and re-download the App from the App Store to ensure you have the latest version.
  4. Check to make sure you are connected to WiFi. If you are, try switching off WiFi and forcing it to use your wireless plan (data rates may apply).
  5. Problems may be caused by a slow Internet connection or by competing downloads/streams from other devices on the same Internet connection, try a speed test on another device on the same network at https://www.speedtest.net/ and then check with your Internet provider if the results are lower than expected.
  6. If problems persist after all of the above, please contact ROOT SPORTS customer support with your device information and any screenshots (if possible) of the exact issues you are experiencing.