FAQ
How to install an APK on an Android Set-top box
Download the APK
Save it to a USB stick
Put a USB stick in the Set-top box
Open the file manager on the Set-top box
Click on the APK and then install it
During installation please accept installation from unknown sources
When the installation is done click open
Now login with the credentials you have or register to get access
I don't see any Content in the User Interface?
Check your Profile in the UI, If it a "Kids Account" change it to "Regular Account"
Check your customer > Details > Subscription which product you are using.
Click the product to see the Product Details and go to the tab page Packages
and see if there are any content Packages.
Re-Publish your content in Cloud Sync.
The Recording is not working in the User Interface?
Check if the channel is recorded on your streaming Server or CU Server.
If this is not the case then go to the "Channel Details"
and turn off the InteractiveTV switch and publish the channels in Cloud Sync.
This will turn off the option for recording the channel.
Go to your CMS the channel Details and check if the InteractiveTV switch is set.
Go to your CMS > Transcoders, check if your Server is set up.
Go to your CMS > Transcoders > FLS Health, check if the Alive of your channel is true.
Go to your CRM > Products > Cloud Storage Plans and check if you have a Storage Plan.
Go to your CRM > Products > Details and check if there is a Storage Plan package.
Re-Publish your channels and Products
What is the difference between Postpaid and Prepaid?
With Prepaid you sell up front a number of Products with a single payment plan to your Reseller. He can then use this for adding new customers or renew a subscription. When his purchased inventory runs out he has to buy a new quantity of Products. This way you are in control more than with Postpaid.
With Postpaid you sell Credits (you have to add Credits as a Currency in CRM > Currencies and use this also when setting up the Reseller) The Credits you can sell up front as well. in your Product details in the payment plan, you can tell how many Credits you want for a product/payment plan you give the resellers access to the products they are allowed to sell. in this way, the reseller can sell any Product/Payment plan.
What protocol is used for LiveTV?
HLS is the default standard here as it works across all devices. When you want to start using DRM you need to switch to DASH + Widevine except for IOS & TVOS which will be HLS + Fairplay.
Is UDP Multicast supported?
Yes, it is but you have to take into account that for a professional service you have to transcode the streams as our players can not handle raw streams directly from the satellite.
What format is best for VOD (Movies/Series)?
We advise you to use MP4 as this has the best performance in our players. Other supported formats are MKV, HLS, or DASH.
Is H265 supported?
Yes absolutely, this is a fantastic codec offering superb quality on various devices. The only downside is that is does not work on WebTV.
How can I calculate how much storage is needed for CatchupTV
You can download this easy to use tool to help you calculate your storage needs: http://01.dd.apk.edgesuite.net/streamstoragecalculator.xlsx
What to do when the TVMS doesn't work as expected?
Clear your browser cache
Make sure when you are on Chrome to disable any installed extensions
Use Chrome browser
Try Incognito Mode
When the problem persists contact our support team asap so we can help you further.
The User Interfaces on the Apps are empty and don't show content?
This is likely due to the profile setting of your customer, if you did not tag any content in the CMS as Kids Friendly then the Kids Mode in the Profiles will show no content. Your customer can change this setting to Regular by clicking the Profile edit button.
What domains are used by our apps?
If you are required to Whitelist our domains in your network you need to whitelist these domains:
App Error Codes
The Applications can have certain error codes, below you find the reason and the possible fix for the error codes.
Code | Explanation | Possible Fix for Support |
1.1 | We can not get your IP Address, try with or without VPN | Our CloudTV can not read your IP Address try another VPN or no VPN else contact our support |
1.1 | No Access Wrong Credentials | Your customer entered the wrong login and pass |
1.1 | No Access Your IP Address is Blocked | The customers IP Address is not on the whitelist and therefor access is denied |
1.1 | No Access your Country is Blocked | The customers Country is not on the whitelist and therefor access is denied |
1.1 | No Access your IP Address has Changed | The customers IP Address has changed this error can only happen if you have the "Lock IP Address" feature enabled, this is an extra security feature |
1.2 | No Access Cloud Error | Seems the CloudTV can not be reached contact our Support |
1.3 | No Access Cloud Error | Seems the CloudTV can not be reached contact our Support |
1.1.1 | No Access Account Disabled | Your customers account is disabled |
1.1.2 | No Access Account Expired | Your customers' account is expired |
1.1.3 | Problem with Product | There was a problem with the product try to Cloud Sync your products |
1.1.4 | Product does not Exist | There was a problem with the product try to Cloud Sync your products |
2.1 | Your Device is not Supported | The customers' Device Type is not supported this can be changed in Product Details > Device Tab |
2.2 | Problem with Product | There was a problem with the product; try to Cloud Sync your products |
2.4 | Max Concurrent Devices reached | Your customer has more devices in use than the product is set up for |
3.1 | Your Date/Time is wrong | The customers' date/time settings on a device is wrong. App couldn't get EPG data. |
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