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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.
Missing Channels, Updating Error or Downloading Configurations Error
From time-to-time, Reelplay can add or remove channels. Press the RED button on the remote control to update the channel list.
If the box is not showing the channels list when you click LiveTV, or saying that it requires an update, or you see a spinning box stuck on downloading at 0%, then the software on your box is out-of-date and it requires to be manually updated. Boxes that have not kept up with mandatory software updates are out of date are no longer compatible and must be updated to continue the service. You can bring or send the box to the store and we can do the updates for you for just $25. Go to the Contact Us page to make the arrangements.
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 with Reelplay or it will stop working. Simply visit https://reelplay.co and click on Warranty Registration 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. Click on Live Support to speak with a Reelplay technician. Once verified, your service will be re-activated. Re-Activation can take up to 1 hour.
Not Connecting To Internet
Go to the Settings / Internet section. If you are using the Reelplay box with a WIFI connection, select WIFI (WLAN) and find your WIFI. Be sure to enter the password 100% correctly or it will not connect. Make sure you use UPPER and LOWER case characters correctly.
If you are using the Reelplay box with a LAN (ETHERNET) connection, make sure the cable is connected properly to the box and to the modem. There is no need to enter a password for wired connections.
Use the Network Detection function to test the connection. You should get two Connection Successful results, one for the box to the modem, and one for the modem to the internet. If there is a failure, you will need to check your connections again. You can also try switching off your Reelplay box AND your Modem Router and turning it back on again to see if the problem is fixed.
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.
Pausing / Buffering / Slow Video Streaming
Buffering occurs when the Reelplay box runs out of video to display and is waiting for more video to arrive via the internet.
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, phones or tablets performing updates, playing online games, streaming from Netflix, Foxtel, Spotify, iTunes etc.
The Reelplay box requires a continuous bandwidth of least 2mbps. Although most internet services can provide a much greater speed than this, the data transfer has to be consistent. Any interruption to this, even for a few seconds, will cause the box to buffer. Wifi connections are more prone to dropouts and loss of speed than LAN/Ethernet connections because other devices in the area can interfere with the signal, walls can block the signals and many other factors, so where possible use a LAN/Ethernet cable. The new 5ghz bandwidth offered by some ADSL and NBN modems, although much faster has a downside in that the range is nowhere near as good as the 2.4ghz bandwidth, so try and use the 2.4ghz for best results.
If you are having WiFi issues because the distance is too far, and you can not use a LAN/Ethernet cable because the box is physically in another room and you can't run the cable directly to the box, there are two options that should fix any problems. 1) Get an electrician to run an ethernet cable under the floor or through the ceiling to the box, or 2) Purchase an Ethernet over Power kit. The Ethernet over Power kit has a transmitter and a receiver. Connect the transmitter to the modem and the receiver the box and the two devices will find eachother through the electrical wiring in the house - no need to run any cables. You can find Ethernet over Power kits in the Powerline Network section on this site. These are your best options to fix streaming speed issues.
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.
Make sure your TV sound is turned on from your remote or directly from the TV controls.
Make sure the Reelplay sound is at maximum pressing the + on the VOL button on the remote.
Make sure the Reelplay is not muted by pressing the button next to the 0 key on the remote with the speaker and cross through it.
Try a different HDMI port on the back of the TV. Most TV's have more than one HDMI connection.
Try a different HDMI cable just in case the cable is damaged or cracked.
Try a different TV incase there's an issue with the TV itself.
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.
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.