Fix it fast, or we’ll fix it for you

1. Do the quick fix above.
2. If you can, connect the box to your router with an Ethernet cable. It’s much steadier than WiFi.
3. On WiFi, use your router’s 5 GHz network and keep the box close to the router.
4. Pause big downloads or other streaming in the house while you watch.
5. For 4K you need at least 25 Mbps of internet speed.

If lots of channels freeze at the same moment, often during a big game, it’s usually on the provider’s side and settles down within a few minutes. Let us know if it doesn’t.

That means a problem with that one channel’s feed, not your box or internet. Try the same channel in another quality (HD, SD or 4K) if it’s listed more than once. Then message us the channel name and number so we can report it.

1. Do the quick fix above.
2. Check that the internet works on your phone or another device on the same WiFi.
3. Still nothing? Message us with a photo of the screen.

This can only be fixed on our side, so please don’t factory reset the box (it won’t help and erases your setup). Message us or text (604) 446-2897 with a photo of the screen and we’ll take care of it.

Using STB Emu and it keeps coming back? Someone has probably copied your MAC address. Hold OK → Settings → Profiles → your profile → STB configuration → Device ID. Tick Send Device ID and Custom Device ID2 and signature, type anything into Device ID 2, press OK, then message us for one reset.

Your box isn’t active on our system yet, or its MAC address changed. Send us your portal and MAC address and we’ll get you back on. Please don’t factory reset the box.

1. Hold down the OK button on your remote (on a touch screen, swipe in from the left), then choose Settings.
2. Open Profiles and pick your profile.
3. Open Portal settings and note the address under Portal URL.
4. Go back, open STB configuration and note the MAC-address. It starts with 00:1A:79.
5. Text both to (604) 446-2897 or message us.

Your subscription has run out. Renew online or message us. Once we’ve added your time, restart the box and you’re back on.

Open the GetIptv app. Your MAC address is in the top right corner and starts with 00:1A:79. Send it to us when you order or renew so we can add your time.

Using the STB Emu app? See STB Emu on a TV box or STB Emu on a phone or tablet.

1. Hold down the OK button on your remote (on a touch screen, swipe in from the left), then choose Settings.
2. Open Profiles and pick your profile.
3. Open Portal settings. Your portal address is under Portal URL; we’ll text you the exact address.
4. Go back and open STB configuration. Your MAC address is under MAC-address and starts with 00:1A:79. Send it to us when you order or renew.

In the STB Emu app on your phone or tablet, open the portal setup (on a new setup, choose Setup your first portal). Your MAC address is shown next to Mac and starts with 00:1A:79; send it to us when you order. The portal address goes in Host, and we’ll text you the exact address to type in. Then press Save.

1. Open Settings on the box, then Apps.
2. Pick the TV app and choose Clear cache.
3. Open the app again.

Choose Clear cache, not “Clear data”. Clearing data signs you out and erases your settings.

Put in fresh batteries first, then restart the box. Every box we sell comes with a Bluetooth remote. If it still won’t respond, message us and we’ll walk you through pairing it for your model, or bring it into the shop.

Check the box’s clock: Settings → Date & time, set it to automatic and the Pacific (Vancouver) time zone. Guide listings come from an outside source and are sometimes off, especially for western Canadian channels. The channel itself still plays the right thing.

Check the HDMI cable is pushed in at both ends and your TV is on the right input. If the picture is cut off or stretched, change the picture size or aspect setting on your TV. Still not right? Message us.

1. Restart your router and any WiFi extender.
2. On the box, forget the WiFi network and join it again.
3. Move the box closer to the router, or use an Ethernet cable.