Experiencing streaming problems? This comprehensive guide helps you diagnose and resolve common TV+ issues quickly, getting you back to enjoying your entertainment.
Quick Diagnostics
Initial Checklist
- ✓ Internet connection active?
- ✓ TV+ box powered on?
- ✓ Correct TV input selected?
- ✓ Account active and paid?
- ✓ Service outage in area?
Built-in Diagnostics Tool
- Press Home on remote
- Navigate to Settings > Help > Diagnostics
- Select "Run Diagnostics"
- Tool checks:
- Internet connectivity
- Server connection
- Account status
- Hardware health
- Follow recommended fixes
Common Streaming Issues
Issue: Buffering/Loading
| Symptom |
Possible Cause |
Solution |
| Constant buffering |
Slow internet |
Check speed, upgrade plan |
| Intermittent pauses |
WiFi interference |
Use ethernet or 5GHz WiFi |
| Loading circles |
Network congestion |
Restart router, check other devices |
| Quality drops |
Adaptive streaming |
Set fixed quality in settings |
Speed Requirements:
- HD Streaming: Minimum 10 Mbps
- 4K Streaming: Minimum 25 Mbps
- Multiple streams: Add 10 Mbps per stream
Issue: No Picture/Black Screen
Check Connections:
- HDMI cable secure at both ends
- Try different HDMI port
- Replace HDMI cable if damaged
TV Settings:
- Correct input source selected
- TV not in standby mode
- Try TV's auto-detect input
Resolution Mismatch:
- Boot TV+ box in safe mode (hold OK during startup)
- Set compatible resolution, usually 1080p works universally
Issue: Audio Problems
| Issue |
Solution |
| No Sound |
— Check TV volume, mute button, audio output settings. |
| Audio Out of Sync |
— Adjust audio delay in Settings > Audio > Sync. |
| Crackling/Distorted |
— Change audio format from surround to stereo. |
| Wrong Language |
— Press Audio button, select preferred language. |
Error Messages & Codes
Common Error Codes
| Error Code |
Meaning |
Fix |
| E001 |
Network connection lost |
Check internet, restart router |
| E101 |
Authentication failed |
Re-enter login credentials |
| E201 |
Content unavailable |
Check subscription, try later |
| E301 |
Playback error |
Clear cache, restart app |
| E401 |
Device limit reached |
Stop other streams |
| E501 |
Server maintenance |
Wait for completion |
Resolving Playback Errors
- Clear App Cache:
- Settings > Apps > StarHub TV+
- Clear Cache (keeps login)
- Clear Data (requires re-login)
- Force Stop App:
- Settings > Apps > StarHub TV+
- Force Stop
- Relaunch app
Network & Connectivity Issues
Testing Internet Speed
- On TV+ box: Settings > Network > Speed Test
- Or use voice: "Test internet speed"
- Compare results:
- Download: Should match plan speed
- Upload: Important for interactive features
- Ping: Under 50ms ideal
WiFi vs Ethernet
Connection Comparison:
| Aspect |
WiFi |
Ethernet |
| Stability |
Can fluctuate |
Consistent |
| Speed |
Up to router capability |
Full speed |
| Latency |
Higher |
Lower |
| 4K Streaming |
May struggle |
Optimal |
Improving WiFi Connection
- Move TV+ box closer to router
- Remove obstacles between devices
- Switch to 5GHz network
- Update router firmware
- Consider mesh network for large homes
App-Specific Issues
Mobile App Problems
| Issue |
Solution |
| App crashes on launch |
Update app, restart device, reinstall |
| Can't download content |
Check storage space, permissions |
| Poor quality on mobile |
Check quality settings, data saver mode |
| Login loops |
Clear app data, check credentials |
Third-Party App Issues
- Netflix/Disney+ Not Working:
- Check separate subscription active
- Update app from Play Store
- Re-link account in app settings
- Clear app cache
Hardware Troubleshooting
TV+ Box Issues
⚠️ Warning Signs of Hardware Problems:
- Unusual noises from box
- Overheating (very hot to touch)
- Random restarts
- Frozen on boot screen
- No lights on box
Remote Control Fixes
- Not Responding:
- Replace batteries (both)
- Check battery orientation
- Clean battery contacts
- Re-pair with TV+ box
- Pairing Process:
- Hold Home + Back for 5 seconds
- LED flashes
- Follow on-screen prompt
- Test all buttons
Factory Reset (Last Resort)
- Backup preferences if possible
- Settings > Device Preferences > Reset
- Select "Factory Data Reset"
- Confirm (requires PIN)
- Box restarts and resets
- Re-run initial setup
Live Channel Issues
Channel Not Available
| Reason |
Check |
Action |
| Not in package |
Subscription details |
Upgrade plan |
| Regional restriction |
Channel info |
Not available in SG |
| Technical issue |
Other channels work? |
Report to support |
| Blackout |
Sports/special events |
Check alternate channel |
Poor Picture Quality
- Pixelated/Blocky:
- Signal issue - check connections
- Bandwidth problem - test speed
- Reduce concurrent streams
- SD Instead of HD:
- Check HD subscription active
- Verify TV supports HD/4K
- Select HD channel version
Recording & Playback Issues
Recording Failures
- Check Recording Status:
- My Stuff > Scheduled
- Look for error indicators
- Verify not content-restricted
- Common Causes:
- Internet disconnection during recording
- Storage full (100 hours max)
- Too many simultaneous recordings
- Channel rights restriction
Playback Problems
Recording Playback Fixes:
- Check recording completed fully
- Try playing on mobile app
- Verify not expired (90 days)
- Clear playback position and retry
Advanced Diagnostics
Network Diagnostics
- Access hidden menu: Settings > About > Click build 7 times
- Developer options appear
- Network diagnostics shows:
- IP configuration
- DNS servers
- Gateway status
- Packet loss statistics
Log Collection for Support
- When issue occurs, note exact time
- Settings > Help > Send Logs
- Include:
- Problem description
- Time of occurrence
- Error messages seen
- Steps to reproduce
Preventive Maintenance
Regular Maintenance Tasks
| Task |
Frequency |
Benefit |
| Restart TV+ box |
Monthly |
Clears memory, updates |
| Clear cache |
Quarterly |
Improves performance |
| Check updates |
Monthly |
Latest features, fixes |
| Clean vents |
Quarterly |
Prevents overheating |
| Test recordings |
Monthly |
Ensures working properly |
Optimization Tips
- Keep TV+ box ventilated
- Use ethernet for best performance
- Limit concurrent streams during peak
- Regular speed tests
- Update apps promptly
Getting Support
Self-Help Resources
- In-App Help: Home > Help
- Video Tutorials: Help > How-To Videos
- Community Forum: Share solutions with other users
- StarHub Website: Detailed FAQs
Contacting Support
Before Calling Support, Have Ready:
- Account number
- TV+ box serial number
- Error messages/codes
- Troubleshooting steps tried
- Time issue occurs
Support Channels
- Live Chat: In TV+ app or website
- Phone: 1633 (24/7)
- WhatsApp: +65 6825 1633
- Email: tvplus@starhub.com
- Shop Visit: For hardware issues
