Start with quick checks
- End your current session and fully restart the GenStream app.
- Confirm your plan is active and you have play hours left.
- Pause downloads, video streaming, cloud backups, and system updates.
- Disconnect any VPN or proxy.
- Use Ethernet or move closer to your 5 GHz Wi-Fi router.
- Restart your gaming device and router if the issue persists.
If the picture lags or looks blurry
- Switch to 1080p at 60 FPS to test at a stable setting.
- Check whether other devices on the same network are using a lot of bandwidth.
- Try a wired connection to tell Wi-Fi interference apart from internet connection problems.
- Turn on Game Mode when playing on a TV.
If you can't start a session
- Check the app for maintenance, queue, or out-of-resources notices.
- Confirm your plan has hours left and your payment has gone through.
- Install the latest GenStream from the official download page.
- Allow GenStream through your firewall or security software, then try again.
If GenStream opens but your game won't
- Check that the third-party platform account you're logged in to owns the game or has access to it.
- Wait for Steam, Epic Games, or the relevant launcher to finish updating.
- Restart the game launcher in your session.
- End the session and start a new cloud session if the launcher is still stuck.
Info to send support
Include your device, operating system, GenStream version, connection type, resolution/FPS, game name, date and time, and the exact error message. Attach screenshots with passwords, payment details, and private data removed.
