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Although the Reelplay TV box is extremely reliable things can sometimes go wrong. Please use this guide to diagnose any simple problems with your Reelplay device. If you are unable to resolve your problems via this guide, it's best to chat with Reelplay TV Live Support directly. This is a FREE service.
Needs Registration / Needs Activation / Expired Subscription
If you are receiving a message asking you to renew your subscription, but you are certain your subscription has not expired, simply restart your box by removing the power supply and reconnecting it. Wait till the main menu appears and click the 0 key on the remote control five times till you see the spinning circle. This will force the box the download the latest updates. Once installed, open LiveTV to see if everything is back to normal. You should restart your box from time-to-time as it checks for updates on startup and therefore will not update if you don't start it for a long time.
If you have just received a new box or you are getting a registration error, you will need to register the box before it will work. Go to http://register.reelplay.co and complete the registration form. Once registered, it may take up to 1 hour for the service to resume.
If you are upgrading from a HD-110 to a HD-220 you may need to contact Reelplay TV Live Support to transfer your remaining subscription from the old box to the new one.
If your new or expired box is asking you to Activate, then enter the Activation Code that you were provided with in the Account / Activation Code section then click on Activate. Your Activation Code will be printed on your tax invoice and/or sent to your email at the time of purchase. If you don't have an Activation Code then you will need to purchase one from the Reelplay TV section.
Unable To Enter Activation Code
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 around. Unfortunately you have a very old box that is no longer compatible with the Reelplay service and needs to it needs to be replaced with the new Reelplay HD-220 box. If you have a remaining subscription, it can be transferred to the new box so that you don't lose any remaining time. Simply order a new box only from the Reelplay TV section and provide us the serial number of your old box (on the sticker underneath) and we'll transfer your remaining code to the new box.
If you get an error saying that the code is invalid, double-check the code was entered correctly and if so, exit back to the main menu and open Account again. You will see that the expiry date has been updated. Some older boxes will say that the code is invalid but it has infact been accepted.
Pausing / Buffering / Spinning Circle
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 or is rebooting.
Your box also needs to be using the latest firmware upgrade to function correctly. You may experience issues like slow changing channels, not responding errors and other strange behavior. From the main menu, press the 0 key on the remote 5 times until you see a spinning circle. If there are any updates available it will automatically download and install them.
You can also 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.
Turn off the Reelplay TV box for at least 1 minute and turn it back on. If you are still experiencing buffering, turn off BOTH THE MODEM AND THE NBN BOX (if you have one) as well for at least one minute. This will reset your internet connection and hopefully improve the speed.
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 section that it is set to AUTO (ON) and not manually set, unless you know what you are doing.
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.
Missing Channels / Under Maintenance
From time-to-time, Reelplay can add or remove channels. Press the RED button on the remote control to update the channel list. If a channel is Under Maintenance then you will need to wait for Reelplay to resolve the issue. It is not a problem with your box, but rather an issue from the overseas broadcaster. Most channels will be resolved within a few days and your box will resume playing automatically.
No Picture / No Sound / No Power
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.
Updating Error / Downloading Configurations Error
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 you will need to replace the box with the Reelplay TV HD-220. 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 order a new box from the Reelplay TV section and your remaining subscription can be transferred over.
Incorrect Time & Date / Unable To Change Time Zone
The box is probably set to the incorrect timezone. Disconnect the box from WIFI or remove the LAN cable so it is not connected to the internet. Go to Settings / Timezone & turn off Auto. Set to +10 for Melbourne/Sydney or your correct timezone. Reconnect to the internet. The box should be now set to the correct timezone.