Below are some of the Problems faced by Star times decoder users with their solutions. Please go through the below frequently asked questions regarding the start times recorder and you’ll definitely find a solution to your problem.
When your TV screen goes black with a prompt message on the screen as:
The message is “No Signal”.
Solution
First, we have to judge that the “No Signal” message comes from TV or decoder, if it comes from decoder we troubleshoot by step as follow:
Check if the signal cable is connected at the back of the decoder. There are two ports on the back of the decoder. “LNB in” is for satellite and “RF in” is for terrestrial.
Check the signal status on the decoder. Press [menu], and select “Setting”. Then select “signal status” to check if the signal is stable.
Check if the dish or antenna is blocked/shifted position/cable is cut.
Also, try switching OFF the decoder and switch ON again to see if the signal will be captured.
If the problem persists, please dial the call center hotline to get a Dispatch Service provided by StarTimes
If it comes from TV, we troubleshoot by step as follow:
Please check the connection of Audio cables (Red and White) and Video cable (Yellow) between the Decoder and TV, colors should be paired. If the customer uses an HDMI cable, please check the connection of HDMI.
Ensure that the TV is in the AV or HDMI mode. For TVs with more than one (1) AV or HDMI setting, please select the correct one which is connected to the TV.
If the problem persists, please try another set of cables.
The message is “No Access – Not Subscribe”.
Solution
Make sure the channel is belonging to the bouquet you chose.
Check the account if it is activated and valid. If not, please activate and recharge for it.
If the account is valid, please refresh the authorization and pairing message on the iboss system. When refreshing the message, ask customer power on the decoder and wait on DTH channels for 15 minutes to get the authorization and pairing message.
If the problem persists, please reset the decoder and select “Ghana” country, and then do an auto search.
Reset method: press [menu], and select “Setting”. Then select “decoder information”, and select “restore default setting”, and select “OK”.
The message is “No Access – No paired”.
Solution
Make sure the smart card number is matched with the decoder number.
Check the account if it is activated. If not, please activate it.
If the problem persists, come to the nearest StarTimes Business Hall with your decoder and smart card and make a device change.
The message is “No Access /No service”
Solution
Switching OFF the decoder and switch ON again to see if the signal will be captured.
Please Autosearch to refresh the decoder, press [menu], and select “Setting”. Then select “channel search”, and select “Auto Search”.
Check if other decoders also have this problem in the same channel, maybe it is an ahead system problem.
The message is “No card insert/card problem”.
Solution
Check the smart card inserting direction, make sure the chip is facing down, and make the chip clean.
If the problem persists, come to the nearest StarTimes Business Hall with your decoder and smart card and make a device change.
There is no prompt message on the screen.
Solution
Check if the TV is power on.
Check if the decoder is power on or on standby, switch off and switch on the decoder.
Check the signal status on the decoder. Press [menu], and select “Setting”. Then select “signal status” to check if the signal is stable.
If the problem persists, please dial the call center hotline to get a Dispatch Service provided by StarTimes
INCOMPLETE CHANNEL LIST
The DTH channels are incomplete.
Reset the decoder and the select “Ghana” country, and then do an auto search.
Reset method: press [menu], and select “Setting”. Then select “decoder information”, and select “restore default setting”, input password (initial password is 000000), and select “OK”.
Check if the dish is blocked/shifted position/cable is cut.
If the problem persists, please dial the call center hotline to get a Dispatch Service provided by StarTimes
The DTT channels are incomplete.
Check if the account is valid. If it is not valid, the DTT channel will not appear on the channel list. Please recharge for it.
Check the decoder software should be 1.6.2.2. If not, please come to the nearest StarTimes Business Hall with your decoder and smart card and make a device change.
Check if the antenna is blocked/shifted position/cable is cut.
Reset the decoder and the select “Ghana” country, and then do an auto search.
Please Autosearch to refresh the decoder, press [menu], and select “Setting”. Then select “channel search”, and select “Auto Search”.
If the problem persists, please dial the call center hotline to get a Dispatch Service provided by StarTimes
NO SOUND (AUDIO) BUT THERE IS IMAGE (VIDEO)
Please check the connection of Audio cables (Red and White) and Video cable(Yellow) between the Decoder and TV, colors should be paired.
Try to switch the AUDIO TRACK setting of Decoder to STEREO
AUDIO TRACK setting: switch to the channel which is no sound, press [menu], and press [OK]. Then select the 4th icon (channel setting) on the bottom, and change Audio Track to stereo.
Check if other decoders also have this problem in the same channel, maybe it is a head system problem.
THE CHANNEL IS CRACKING
Check if the signal cable is connected at the back of the decoder. There are two ports on the back of the decoder. “LNB in” is for satellite and “RF in” is for terrestrial.
Check if the dish or antenna is blocked/shifted position/cable is cut.
Check the signal status on the decoder. Press [menu], and select “Setting”. Then select “signal status” to check if the signal is stable.
Please Autosearch to refresh the decoder, press [menu], and select “Setting”. Then select “channel search”, and select “Auto Search”.
Check if other decoders also have this problem in the same channel, maybe it is ahead system problem.
THE DECODER SYSTEM HALT
Switching OFF the decoder and switch ON again to see if the decoder will be normal.
Check the decoder software should be 1.6.2.2. If not, please come to the nearest StarTimes Business Hall with your decoder and smart card and make a device change.
Also if the problem persists, come to the nearest StarTimes Business Hall with your decoder and smart card and make a device change.
THE DECODER PIN IS LOCKED.
Please dial the call center hotline, and reset the decoder PIN on the iboss system.
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