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Please use this guide to diagnose 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. Tech support is ONLY available via the Reelplay Chat Agent online. This is a FREE service. Click Here to speak with Reelplay TV Live Support.
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.
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 TV box requires a continuous bandwidth of least 2-3Mbps. Although most internet services can provide a much greater speed than this, the data transfer has to be consistent. Any interruption to this, for an extended period of time, will cause the box to buffer as the memory fills up with more video to play. 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 newer 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. We recommend at least an NBN 25Mbps plan or higher with a decent provider like TPG. 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.
You may also be experiencing Throttling by your service provider. You can read an interesting article about throttling here. We can't do anything about throttling, you'll need to contact your service provider to help with the issue.
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. Make sure in the IP Configuration that it is set to AUTO (ON).
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. Also try rebooting both your MODEM and NBN BOX.
Unable To Enter Activation Code - Can't Type Into Activation Code Box
When you try and enter an activation code into the Activation Code box in Account section, you either can't enter any numbers or the box jumps to the right. Unfortunately you have a very old box that needs to be upgraded by Reelplay directly. You will need to Speak with Reelplay TV Live Support to organise to send them the box to have it upgraded. You can confirm this by checking the version number in the Settings/General/About section. If the firmware version is before 2018.08.xxx.xxx then it will need to be upgraded.
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 the box to the store to be upgraded or send it directly Reelplay (details below).
Registration Error or Error 400
If you have just purchased a new Reelplay TV box within the last week, 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 restart.
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 here to speak with Reelplay TV Live Support. Once verified, your service will be re-activated. Re-Activation can take up to 1 hour.
No Picture or Sound
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.
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.
Ensure that the power is switched on and the power adapter is connected properly to the box. Check that you have plugged the power adapter 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.
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.