If you’re using a web browser
Login information is stored in your web browser's cookies.
If you have cookies disabled on your web browser, or you are browsing in private mode, the web browser will not remember your location preferences.
You may also experience issues if you're using certain antivirus software, a proxy or VPN.
If you do not have your cookies disabled, nor are you browsing in a private window, your cookies may have become corrupted and will need to be deleted. This can be done from your web browser’s settings.
One thing you might also want to try is accessing Gem on a different web browser to see if the problem persists.
Here are some links to the latest versions of Firefox and Google Chrome web browsers for your convenience:
Google Chrome: https://www.google.com/chrome/browser/desktop/index.html
If you’re using the CBC Gem app
If you find that you’re constantly being logged out of the CBC Gem app for iPhone, iPad, Apple TV, Fire TV, Android TV, or Xbox, there are a few things you can try.
The first step should be to ensure your device is up to date with the most recent operating system.
You should then check whether or not the CBC Gem app is up to date on your device.
If you have the most recent version of the app installed on your device and you’re still experiencing logout issues, please try the following:
- Delete the CBC Gem app from your device.
- Power off your device completely for a minute.
Don’t just put your device to sleep. If you’re using a connected device such as an Apple TV or Fire TV stick, physically unplug the power cable from the device for a minute.
- Once you have powered your device back on, reinstall the CBC Gem app.
You can also check whether or not your device is supported on Gem. https://cbchelp.cbc.ca/hc/en-ca/articles/360016269794-What-devices-are-supported-on-CBC-Gem-
If you’re still experiencing issues, or you're having problems with your Gem subscription, you can contact us here.