Dear Simple.TV Customers:



During our system maintenance, we encountered an extraordinary event which results in the loss of some user accounts. This means that users who have recently created accounts or setup DVRs may need to recreate their account.



If you are having trouble signing in to the website or you can sign in but can't see your DVR, read on: 1) Iâ€™m unable to sign in to the website If youâ€™re unable to sign in, and youâ€™ve verified your password is correct, you will need to create a new account and go through the setup process for your DVR. Be sure to select the 30-day trial option for Premier service (we'll update this to your Premiere level). Also, when prompted during setup, you will want to choose to keep your existing recordings and not format the drive. Your recorded shows should remain untouched on your hard drive, although you may find that some older recordings are not immediately available for viewing. 2) I'm able to sign in, but my DVR isnâ€™t found If youâ€™re able to sign in to the website, but youâ€™re prompted with a message that you need to setup your DVR, your account is in place but you will need to go through the DVR setup process.



When prompted during setup if you want to format your hard drive or keep your shows, choosing the KEEP option will allow you to retain recordings that have already been saved. Some older recordings may not be immediately available for viewing. 3) I'm able to sign in, but my DVR isnâ€™t listing any channels Some users may need to rescan for channels. On the website, this can be accessed by clicking the gear icon at the top right, selecting Settings and then Guide. Follow the on-screen instructions to complete the channel scan process. 4) I see a â€œServer Error in â€˜/â€˜ Applicationâ€ message when I visit the website Due to account changes, some users visiting the website may need to clear their web browser cookies before being able to sign in to the website. This process may differ slightly depending on the web browser you use. You can find steps for your browser at the following link.

Once cleared, you should be able to load the website correctly. Subscription / Premier Service A final note: It may take a day or two to restore the correct service levels to all accounts. For those setting up accounts or DVRs, choose the 30-day trial option for Premier service. While we believe we should be able to restore service levels to most users appropriately, you may need to contact us via email to adjust service level manually. Weâ€™ll provide additional details as they become available in the next few days.



On behalf of the Simple.TV family, weâ€™re extremely sorry for the inconvenience and are working hard behind the scenes to make sure everyone is up and running as quickly as possible!



- The Simple.TV Team