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

1. Press Home on remote
2. Navigate to Settings > Help > Diagnostics
3. Select "Run Diagnostics"
4. Tool checks:
   • Internet connectivity
   • Server connection
   • Account status
   • Hardware health
5. Follow recommended fixes

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

Issue: No Picture/Black Screen

1. Check Connections:
   • HDMI cable secure at both ends
   • Try different HDMI port
   • Replace HDMI cable if damaged
2. TV Settings:
   • Correct input source selected
   • TV not in standby mode
   • Try TV's auto-detect input
3. Resolution Mismatch:
   • Boot TV+ box in safe mode (hold OK during startup)
   • Set compatible resolution
   • Usually 1080p works universally

Issue: Audio Problems

Problem	Troubleshooting Steps
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

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

1. Clear App Cache:
   • Settings > Apps > StarHub TV+
   • Clear Cache (keeps login)
   • Clear Data (requires re-login)
2. Force Stop App:
   • Settings > Apps > StarHub TV+
   • Force Stop
   • Relaunch app

Testing Internet Speed

1. On TV+ box: Settings > Network > Speed Test
2. Or use voice: "Test internet speed"
3. Compare results:
   • Download: Should match plan speed
   • Upload: Important for interactive features
   • Ping: Under 50ms ideal

WiFi vs Ethernet

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

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:
  1. Check separate subscription active
  2. Update app from Play Store
  3. Re-link account in app settings
  4. Clear app cache

TV+ Box Issues

Remote Control Fixes

1. Not Responding:
   • Replace batteries (both)
   • Check battery orientation
   • Clean battery contacts
   • Re-pair with TV+ box
2. Pairing Process:
   • Hold Home + Back for 5 seconds
   • LED flashes
   • Follow on-screen prompt
   • Test all buttons

Factory Reset (Last Resort)

1. Backup preferences if possible
2. Settings > Device Preferences > Reset
3. Select "Factory Data Reset"
4. Confirm (requires PIN)
5. Box restarts and resets
6. Re-run initial setup

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 Failures

1. Check Recording Status:
   • My Stuff > Scheduled
   • Look for error indicators
   • Verify not content-restricted
2. Common Causes:
   • Internet disconnection during recording
   • Storage full (100 hours max)
   • Too many simultaneous recordings
   • Channel rights restriction

Playback Problems

Network Diagnostics

1. Access hidden menu: Settings > About > Click build 7 times
2. Developer options appear
3. Network diagnostics shows:
   • IP configuration
   • DNS servers
   • Gateway status
   • Packet loss statistics

Log Collection for Support

1. When issue occurs, note exact time
2. Settings > Help > Send Logs
3. Include:
   • Problem description
   • Time of occurrence
   • Error messages seen
   • Steps to reproduce

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

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

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