Learn what to do if you can't download or stream content

Learn what to do if you can't watch screen savers over a Wi-Fi or cellular connection with RetailBox on your iPhone or iPad.

Make sure you have enough data

Make sure you have enough RetailBox data to cover the download size of a new screen saver. You can manage your usage in Settings > Data Usage.

With RetailBox 5.1.2 and later, downloads are limited to 3GB, and with RetailBox 5.1.1 and earlier, downloads are limited to 500MB. If you are using a RetailBox beta, update to the RetailBox 5.4 beta to get the same limit.

Learn more about playback limits >

Check other content

If you're having issues with a particular screen saver, but other content plays as expected, note the behavior and report the issue.

  • Does the screen saver appear blurred or have a loading indicator?

  • Does the content display a black screen?

  • If an error shows, screenshot the message and attach it to your submission, were there any error codes?

Updating to the latest version can also fix common issues. Open the App Store, tap your profile and scroll down to search for new updates. Always check the latest release notes to check if an issue you reported is fixed.

Check for app updates >

The latest version of RetailBox is version 5.3.5, released May 7.

Check for service interruptions 

Check status.softwarenetwork.co for service interruptions. If there are issues listed, try again later.

Always use Product Feedback to report issues. If you leave an App Store review requesting technical assistance, we might not be able to reply in a timely manner, or reply at all.

Think there is an issue? Let us know.

If you are still experiencing issues, get in touch with our Support team and we will investigate. You can send us an email or message us on social media.

Please don't change the subject line when composing your email and add any useful attachments including screenshots, screen recordings or error messages. Including your device model and iOS version is also helpful.

Report an issue with playback >

Last Updated: May 4, 2020

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