Support Center / FAQ
Bluetooth remote not pairing (Gen 8 / 9)
Hold OK + Menu buttons for 10 seconds to reset the remote.
Then go to Settings → Bluetooth, remove paired devices and re-pair.
Device keeps rebooting or shutting down
Contact support for firmware flashing.
If the issue persists after flashing, hardware repair may be required.
App shows “Not Responding”
This is usually due to low storage.
Restart the device and avoid opening too many apps, or reflash firmware.
How to enable 3D mode?
The video source must be 3D (side-by-side).
Your TV must support 3D. Use the TV remote to switch to 3D mode.
Network requirements
Standard home internet is sufficient.
Not supported in Mainland China.
Some regional networks may be unstable.
Apps stuck at 0% or 100% download
This is usually a network issue. Restart your router or try again later.
Remote learning function
Hold the power button for 5 seconds to enter learning mode.
Follow on-screen indicator and pair remotes within 2–3 cm.
Video guide: Watch on YouTube
Apps crashing
Uninstall and reinstall the app.
Allow storage permission when prompted.
Black screen on startup
Try a different HDMI cable.
If the issue persists, hardware repair may be required.
MAC not authorized
Please provide a photo of the device bottom label and reseller info.
Email: [email protected]
Blue screen or stuck on boot
Please contact support and provide a photo of the device label.