Samsung Galaxy S22

fboffice · ‎26-03-2022

HI I have a Samsung Galaxy S22; and videotron internet services

The Helix Fi installed without any issue; but the Helix TV app won't install.

I've tried remove and re-installing several times.

The error message says:

"lets try that again: 500. We aren't able to add your device. Please verify that you have a working internet

connection and we'll give it another go. Sorry for the inconvenience".

However, the phone is connected directly to the Videotron internet service.

Does anyone have suggestions?

THANK YOU

Oscargonzalez · ‎23-11-2022

I have the same problem and I can't fix it

PatrickM · ‎27-11-2022

Do you both have an active subscription to Helix TV either with a terminal or a Helix TV app plan? If there is no TV service registered to your Helix account aside from the internet service, the Helix TV streaming app will not recognize your Helix ID when you try to log in and may display this error.

If you do have a Helix TV subscription, do you get a similar error when using the web version on a computer from http://helix.videotron.com?

You could also try to clear the mobile app's data and cache:
- Open the Settings app
- Choose Apps
- Choose the Helix TV app
- Choose Storage
- Choose Clear data

LincolnElias · ‎18-05-2023

@fboffice wrote:
HI I have a Samsung Galaxy S22; and videotron internet services
The Helix Fi installed without any issue; but the Helix TV site won't install.
I've tried remove and re-installing several times.
The error message says:
"lets try that again: 500. We aren't able to add your device. Please verify that you have a working internet
connection and we'll give it another go. Sorry for the inconvenience".

However, the phone is connected directly to the Videotron internet service.

Does anyone have suggestions?
THANK YOU

Ensure that your device has a stable internet connection by verifying that you can access other internet-dependent apps or websites. If your connection is stable, try clearing the cache and data of the Helix TV app. To do this, go to the "Settings" on your Samsung Galaxy S22, navigate to the "Apps" or "Applications" section, find the Helix TV app, and select "Storage." From there, choose the options to clear the cache and data. Afterward, attempt to reinstall the app and see if the problem is resolved.

Shepherd30 · ‎20-05-2023

@fboffice wrote:
HI I have a Samsung Galaxy S22; and videotron internet services
The Helix Fi installed without any issue; but the Helix TV app won't install.
I've tried remove and re-installing several times.
The error message says:
"lets try that again: 500. We aren't able to add your device. Please verify that you have a working internet
connection and we'll give it another go. Sorry for the inconvenience".

However, the phone is connected directly to the Videotron internet service.

Does anyone have suggestions?
THANK YOU

Issue fixed or still pending?

keleiS · ‎02-06-2023

@fboffice wrote:
HI I have a Samsung Galaxy S22; and videotron internet services
The Helix Fi installed without any issue; but the Helix TV app won't install.
I've tried remove and re-installing several times.
The error message says:
"lets try that again: 500. We aren't able to add your device. Please verify that you have a working internet
connection and we'll give it another go. Sorry for the inconvenience".

However, the phone is connected directly to the Videotron internet service.

Does anyone have suggestions?
THANK YOU

Ensure that your Samsung Galaxy S22 is connected to a stable and reliable internet connection. You can try opening a web browser or using other internet-dependent apps to confirm if your internet connection is working properly. Sometimes, restarting your smartphone can help resolve temporary glitches or issues. Try restarting your Samsung Galaxy S22 and then attempt to install the Helix TV app again. Go to your device's Settings, then navigate to the "Apps" or "Applications" section. Find the Helix TV app in the list, tap on it, and then choose the options to clear the cache and data associated with the app. Once done, try reinstalling the app.