Reelplay TV Support

English

Please use this guide to diagnose common problems with your Reelplay device. If you are unable to resolve the your problems via the guide here, it's best to chat to a Reelplay Chat Agent via their website at http://reelplay.co. Tech support is ONLY available via the Reelplay Chat Agent online. This is a FREE service. Simply visit the site and click the Live Support button on the menu bar and a technician will assist you. 

As we are independant from Reelplay, we do not offer free tech support. If you are unable to perform any updates and repairs yourself as instructed by Reelplay for whatever reason (including not understanding the instructions, not having access to a computer, not speaking English etc), we are happy to do it for you for just $25 plus any postage costs if applicable. Simply bring the box and accessories or send via courier to the store. The whole procedure takes about 15 to 30 minutes. Click here for Contact & Address Details.

Greek

Χρησιμοποιήστε αυτόν τον οδηγό για να διαγνώσετε κοινά προβλήματα με τη συσκευή Reelplay. Εάν δεν μπορείτε να επιλύσετε τα προβλήματά σας μέσω του οδηγού εδώ, είναι καλύτερο να συνομιλήσετε με ένα Reelplay Chat Agent μέσω της ιστοσελίδας τους στη διεύθυνση http://reelplay.co. Η τεχνική υποστήριξη είναι διαθέσιμη ΜΟΝΟ μέσω του διαδικτυακού αντιπροσώπου Chat Reelplay. Αυτή είναι μια δωρεάν υπηρεσία. Απλώς επισκεφθείτε τον ιστότοπο και κάντε κλικ στο κουμπί Live Support στη γραμμή μενού και ένας τεχνικός θα σας βοηθήσει.

Δεδομένου ότι είμαστε ανεξάρτητοι από το Reelplay, δεν προσφέρουμε δωρεάν τεχνική υποστήριξη. Εάν δεν είστε σε θέση να προβείτε σε ενημερώσεις και επισκευές, όπως σας έχει δώσει η Reelplay για οποιονδήποτε λόγο (συμπεριλαμβανομένης της μη κατανόησης των οδηγιών, της μη πρόσβασης σε υπολογιστή, μη μιλώντας αγγλικά κ.λπ.), είμαστε στην ευχάριστη θέση να το κάνουμε για εσάς για μόλις $ 25 συν τυχόν έξοδα αποστολής, αν ισχύει. Απλά φέρτε το κιβώτιο και τα αξεσουάρ ή στείλτε μέσω του courier στο κατάστημα. Η όλη διαδικασία διαρκεί περίπου 15 έως 30 λεπτά.

Italian

Utilizzare questa guida per diagnosticare problemi comuni con il dispositivo Reelplay. Se non riesci a risolvere i tuoi problemi tramite la guida qui, è meglio chattare con un agente di chat di Reelplay tramite il loro sito Web all'indirizzo http://reelplay.co. Il supporto tecnico è disponibile SOLO tramite l'agente di chat Reelplay online. Questo è un servizio gratuito. Basta visitare il sito e fare clic sul pulsante Supporto dal vivo sulla barra dei menu e un tecnico ti assisterà.

Essendo indipendenti da Reelplay, non offriamo supporto tecnico gratuito. Se non si è in grado di eseguire aggiornamenti e riparazioni come richiesto da Reelplay per qualsiasi motivo (incluso il non aver capito le istruzioni, non avere accesso a un computer, non parlare inglese, ecc.), Siamo felici di farlo per voi per soli $ 25 eventuali spese postali se applicabili. Basta portare la scatola e gli accessori o inviare tramite corriere al negozio. L'intera procedura richiede circa 15 a 30 minuti.

Arabic

الرجاء استخدام هذا الدليل لتشخيص المشكلات الشائعة في جهاز إعادة التشغيل. إذا كنت غير قادر على حل مشاكلك عبر الدليل هنا ، فمن الأفضل إجراء محادثة مع وكيل دردشة Reelplay عبر موقعه على http://reelplay.co الدعم الفني متاح فقط عبر Reelplay Chat Agent عبر الإنترنت. هذه هي خدمة مجانية. ما عليك سوى زيارة الموقع والنقر فوق الزر Live Support (الدعم المباشر) على شريط القوائم وسيساعدك فني.

نظرًا لأننا مستقلون عن Reelplay ، فإننا لا نقدم الدعم الفني المجاني. إذا لم تتمكن من إجراء أي تحديثات وإصلاحات بنفسك وفقًا لتعليمات Reelplay لأي سبب من الأسباب (بما في ذلك عدم فهم التعليمات ، وعدم الوصول إلى جهاز كمبيوتر ، وعدم التحدث باللغة الإنجليزية ، وما إلى ذلك) ، يسعدنا القيام بذلك نيابةً عنك مقابل 25 دولارًا فقط أي تكاليف البريد إن وجدت. ما عليك سوى إحضار الصندوق والملحقات أو إرساله عبر البريد إلى المتجر. تستغرق العملية كلها حوالي 15 إلى 30 دقيقة.

Missing Channels or Blocked From Accessing https://reelplay.co

From time-to-time, Reelplay can add or remove channels. Press the RED button on the remote control to update the channel list.

If you are located in the USA or Canada, some channels have been disconnected due to Geoblocking restrictions due to the trade disputes between USA and China. The ONLY solution at this stage is to subscribe to a VPN service such ExpressVPN (https://www.expressvpn.com/) to bypass the restrictions.  This is a paid service. Go to you Apps section from the main menu and run the ExpressVPN app. Enter your account details to enable the VPN on your device to resume your Reelplay service.

If you are unable to reach the Reelplay site, this is also due to the Geoblocking restrictions. You can install one of the above VPN services to bypass the blocking or I recommend instead of using Chrome or Internet Explorer you download and install Opera (https://www.opera.com/) which has built in VPN to access any website regardless of the location. You can then speak to someone at Tech Support for more assistance.

Registration Error or Error 400

If you have just purchased a new Reelplay TV box within the last week or two, then you must register your details on the Reelplay Registration page or it will stop working. Simply visit the page, enter your correct details and the box will begin working again. This may take up to an hour for the service to recommence so please be patient.

If you have previously registered your details and it is asking you to register again then you will need to contact Reelplay directly to confirm your details as a problem has been detected with your previously registered details. Once verified, your service will be re-activated. Re-Activation can take up to 1 hour.

Updating Error or Downloading Configurations Error

If the box is saying that it requires an update or you see a spinning Rubik's cube stuck on downloading at 0%, then the software on your box is out-of-date and you need to update the box with the latest software due to service updates and changes. You will need to contact Reelplay directly and they will send you updating instructions via a valid email address. If you are unable to complete the update, you can bring the box to the store and we can do the updates for you for just $25.

Not Turning On - Faulty Remote Control, Power Supply, HDMI Cable or Box

The box does not turn on when you press the power button on the remote. Normally a blue LED light will come on at the front right hand side of the box. Check carefully as sometimes it can be faint due to the tinted perspex panel.

Make sure your TV is set to the correct AV or HDMI input. ie. HDMI1 or HDMI2 etc. Also try replacing the HDMI cable with another one. Sometimes HDMI cables can get small cracks in the cabling from twisting and pulling. One broken wire in the cable may cause the picture and/or sound to stop completely and it may not be obvious to the naked eye. Any HDMI cable will do, they are all the same.

Ensure that the powerpoint is switched on and the adapter is connected properly to the box. Check that you have plugged the power supply in the power socket and not the headphone socket - they are similar in size. The power socket is on the left hand side if you're looking at the connections from the back. Check to see if the pin on the end over the power adapter is not bent or broken, and at the adapter end the Australian converter is in tight and not loose.

To test the remote control replace the batteries to see if it they are flat or if you can, with another Reelplay box. All Reelplay boxes use the same remote controls so if you have friend or know someone with a Reelplay you can test it with their box.

If it is still not working then there could be a problem with the adapter, the remote control or the box itself. You can bring the box, power supply and remote control to the store for testing and if required we can replace the non-working devices if they are out of warranty. Replacement parts prices are on the Reelplay TV page.

If the box is within the 12 month warranty period, you will need to send the faulty items directly to Reelplay for a warranty repair or replacement.  We cannot repair or replace faulty items under warranty directly, they will need to be checked by Reelplay first. Items found to be damaged by the user will not be repaired or replaced under the manufacturers warranty. eg. Physically broken, water damage, wear and tear etc. Contact Reelplay directly to make the arrangements.

Pausing / Buffering / Slow Video Streaming

The problem usually occurs when the internet service is slow or experiencing heavy traffic. Try turning off other equipment that might be streaming or using the same WiFi or LAN connection. ie. Computers performing updates, streaming from Netflix, Foxtel, Spotify, iTunes etc. 

If you are using ADSL, you might want to consider upgrading to the faster NBN service if it is available in your area. A faster connection will allow you to download faster and allow multiple downloads simultaneously without affecting the Reelplay streaming service.

You may also have an internet connection issue due to poor line quality or maintenance works in your area which you will need to speak to your internet provider about. We cannot assist you with an internet connection problem.

Other Problems & Additional Support

We don't usually encounter any other problems with the boxes, but in case you do, please call us to see if there's anything else we can do. You can also contact Reelplay directly for additional support and instructions.