To figure out why the app is freezing it's important to examine a few possible symptoms before deciding what the cause and thus solution is. Please look at the following sections to see which might apply to you.
If the app is showing Buffering during video playback
If you are inside of a workout and near the top of the screen it says, “Buffering” it means your network connection is not fast enough to play the video. See this support article for internet speed troubleshooting and work arounds.
If the app is not seeing your exercise rate
If you are inside of a workout and near the bottom of the screen in the exercise feedback dial it shows a 0, this means your exercise rate is not being tracked and so the video is not progressing. see this page to learn how to make exercise tracking work better
If the app is freezing before you have selected a video
If the app becomes unresponsive inside of the menus this usually means there is a serious application bug of some kind. If you see this, please support a support request to us.
If you are on iOS and the app is crashing back to the home screen, this might be a bug related to running out of application memory. <See this page for details and workarounds>
If the app is crashing to the home screen of your mobile device
If you have an older iOS device, it may be due to being limited on memory. This support article on iOS crashes has some details on troubleshooting that.
If you're seeing a crash or freeze not resolved by advice in the sections above, please do not hesitate to send us a support request with as many details as you can provide. This will help us help you and may alert us to a yet unknown problem we should be aware of.