Troubleshooting

And Support

Contents

General Issues/Try This First ............................................................................ 2

Android TV box Seems Slow ............................................................................... 3

Kodi Displays a Grid over the Screen ................................................................ 4

When I Hit Return on my Remote it Shows Super Favourites ............................ 6

Videos Won’t Load ............................................................................................. 8

The Picture is Grey and Fuzzy and/or Scrolling the Picture ............................ 9

The Android TV box Becomes Unresponsive or Freezes .................................... 10

Restoring Kodi and Other Apps to Factory Settings ....................................... 11

Getting Support .............................................................................................. 14

General Issues/Try This First

Always reboot your Android Box first with any issue at all. This will fix a lot of issues. You can

also try rebooting your modem/router for your internet connection.

To reboot your Android box, press and hold the power button on the Android TV box until it

turns off then turn it back on (Note: the M8 and MXQ do not have a power button so simply

unplug the power and plug it back in).

To reboot your wireless mode/router simply unplug the power to it for 30 seconds and plug back

in.

For any video issues where it won’t stream or says no sources, please test your download speed

at www.speedtest.net

For download speeds less than 20 Mbps you should be using HQ, MQ or LQ sources only in

Genesis.

Android TV box Seems Slow

If you have the MX3 1 GB version or the MXQ it will load a bit slower than the M8 2 GB or the

Minix Neo Z64A. However you can clear the memory to try and improve speed. To do this,

simply press and hold the Menu Button on the remote for a few seconds. It should pop up and

say it has cleared some memory.

Also, when loading things like TV seasons in Add-ons like Genesis for the first time it might be

slow, but after you’ve loaded it once, the time should decrease in the future.

Another factor is if a show has a large amount of seasons, it can take longer. Corontation Street

has 99 seasons and can take a few minutes to load up. The Simpsons has 26 seasons and takes

maybe 1-2 minutes to load usually. Most shows are between 1-10 seasons so do not as long to

load (30 seconds or less typically).

Kodi Displays a Grid over the Screen

Sometimes after an update, Kodi will display a Grid over the screen. This is a glitch where the

updated theme for Kodi is turning that option on when it should be of by default. You may also

notice the top left corner displays some text that shouldn’t be there. It’s very to easy fix.

Simply make your way to the main men of Kodi, then using your remote, keyboard or mouse, go

down and hit the last two buttons in the left hand corner.

The first button turns of the grid and the second turns off the text in the top left corners.

That’s all you need to do! If a future update to the theme brings it back, simply follow these

instructions again.

When I Hit Return on my Remote it Shows Super Favourites

A small glitch may cause your Android TV box to show your “Super Favourites” when you hit the

Return button on your Remote (or Backspace key on your keyboard) inside of Kodi.

If this happens, you can fix it easily. First navigate to the VIDEOS section and then go to Add-

ons and hit OK.

Navigate down to the Super Favourites Add-on and either hit the Menu button on your remote or

the “C” key on your keyboard to open the context menu.

Go down to the “Add-on settings” option and hit OK.

You’ll need to the change the Hotkey option to something other than “None”. Change it

something you won’t accidentally hit like “F12”.

Once changed, hit OK to exit the Add-on settings and the problem should be fixed.

Videos Won’t Load

If videos played from Add-ons such as Genesis, 1Channel, KissAnime, IceFilms, etc will not play,

its possibility due to a poor internet connection. This usually happens on a wireless internet

connection.

To solve this problem you can either:

1. Move the wireless router closer to where your Android TV box is hooked up for increased

signal quality.

2. Switch to a wired (Ethernet) connection.

3. Purchase a better wireless router with better range.

Always try number 1 first since it’s the easiest and cheapest. Running a cable through your

house might not sound like fun but will give you the most reliable connection for sure.

One other note, some TV providers such as Bell use Ethernet cables to connect to their boxes. If

you unplug that and plug it into your Android TV box, that may work also.

The Picture is Grey and Fuzzy and/or Scrolling the Picture

This only applies to the MX3 boxes and may happen if you’ve got your Android TV box hooked

up via RCA cables (Red, White and Yellow connectors).

To fix it, follow these directions.

1. Turn on the box and wait for it to load to the Home Screen. Even with the fuzzy/scrolling

picture you should be able to tell.

2. Stand close to the Android TV box and using your remote (not keyboard) hit the following

buttons in this sequence:

Right Arrow

Right Arrow

OK Button

Right Arrow

Down Arrow

OK Button

Up Arrow

OK Button

3. If done correctly the picture should become clearer and it will ask if you if you want to

keep the settings. Hit OK. You will probably want to adjust the Display Position at this

point (see the MX3 Basics tutorial and go to the Using your Android TV box section for

instructions how adjust the Display Position)

The Android TV box Becomes Unresponsive or Freezes

It is normal for your Android TV box to sometimes “hang” for a few seconds. Usually if you give

it a moment it will begin working as normal. If it does not, simply power it off using the Power

Button on the Android TV box or unplug it and restart it.

Restoring Kodi and Other Apps to Factory Settings

Sometimes your Kodi may need be reinstalled (among other things).

If Kodi is not starting, add-ons are missing or it is crashing often, a reinstall and restore may

work for you.

If you purchased your Android Box on or after May 22, 2015 you can follow these instructions to

fix Kodi.

You will need a mouse or you can use the Mini Wireless Keyboard with trackpad to do this.

Any USB mouse should work on your box.

1. On the Home Screen, go to Settings.

2. Scroll down to “Apps” and hit OK.

3. Find “Kodi” in the list and hit OK.

4. Select Uninstall and allow it to uninstall.

5. Once it Uninstalls, go back to the main screen.

6. Go to All Apps and hit OK.

7. Open the Titanium Backup App.

8. Once it opens, hit the icon second from the right in the top right corner.

9. You will need to go down and hit the “Run” button next to “Restore all apps with data”.

Note this needs to be done with a mouse or you can use the trackpad on the Mini Wireless

keyboard. Just move to it and tap to open.

10. Now, select or de-select any apps you want reset. By default all will be selected, so you

can leave it that way if you want to restore the box to how it was when you got it. You

should always restore HphTvLauncherEx 1.0 as well as it will restore the shortcuts at the

bottom of your Home screen. This must also be done using a mouse or trackpad.

11. Once you have selected what to restore, hit the check mark in the top right corner.

12. A progress bar will appear as it restores. If it prompts you at any time to Accept anything

just hit “Accept” to continue.

13. When you exit, your box should be restored.

Getting Support

Your Android TV box has an App called TeamViewer Quick Support installed on it, which allows it

to be connected to and controlled remotely.

As long as your unit is powered on and has an internet connection remote help can be utilized.

To launch TeamViewer, select the TeamViewer icon on your home screen. The icon looks like

this:

You will be presented with a screen that present a 9 digit number called Your ID.

Simply give this ID to the person trying to connect remotely and they can connect. Once they

connect you will be prompted with a few prompts about allowing access. Simply hit the Grant or

Allow option in each case.

Remote tech support is free for the first incident. After that, additional incidents are $20/hour

and a minimum fee of $10 per session.

If you don’t have internet or your device doesn’t have power, a home visit can be scheduled for

local customers.

If it’s a device fault, and it is within the 90 day warranty period, the device will be replaced at no

charge. However, if the unit is working fine but was not set up correctly by the user, a charge

will apply (will vary depending on time spent and distance travelled).

For example, if a home visit is made and the issue is simply that the device hasn’t been properly

connected to the wireless internet; this would be a case where there would be a charge. There

are tutorials available for the user to set these things up.