Connectivity Issue

Identify your Astro Box model

Please go to the specified pages to start troubleshooting.

Ultra and Ulti Box (2 models) Page 2

Guide to Run Test Connection Page 4

Guide to Check Software Version Page 6

Update Software Guide Page 8

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Ultra and Ulti Box troubleshooting guide

STEP 1
Check the internet connectivity by run the Test
Connection. Refer Guide to Run Test Connection.

STEP 2
Verify the Test Connection results.
a. All connected successfully - Proceed to STEP 3
b. All connection failed - Proceed to STEP 4
c. Router connection successfully, others failed -
Proceed to STEP 7.

STEP 3
Please ensure your box has the latest software
update from General Diagnostics. Refer Guide to
Check Software Version.

If your box status is not "Your box has the latest

update (a)", please proceed to update the
software. Refer Update Software Guide.

STEP 4
Check the connection to the box either using
Ethernet (LAN cable) or Wi-Fi.
i. If using Ethernet (LAN cable) - connect to our
agent for help
ii. If using Wi-Fi - Proceed to STEP 5

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STEP 5
Check location of the box and router.
i. If nearby (within 1.5m) - Try connect to box from
router using LAN cable.
ii. If far (more than 1.5m)/No LAN cable - Proceed
STEP 6.

STEP 6
Reboot router, modem and dekoder. If issue persist, please try again after 30mins to 1
hour. Connect to our agent if issue still persist.

STEP 7
There might be an issue with your internet connection. Please check with your internet
service provider or if under Astro Broadband/IPTV, connect to our agent for help.

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Guide to Run Test Connection

STEP 1
On your remote, press the HOME button and the
home menu will be displayed on top of your
screen.

STEP 2
Navigate to Settings.

STEP 3
Navigate to Network Settings and press “OK”.

STEP 4
Navigate to Test Connection and press “OK”.

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STEP 5
Test Connection results will be displayed on the
screen.

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Guide to Check Software Version

STEP 1
On your Astro remote, press the HOME button and
the home menu will be displayed on top of your
screen.

STEP 2
Navigate to Settings.

STEP 3
Navigate to STB Diagnostics and press "OK".

STEP 4
Select General Diagnostics and press "OK".

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STEP 5
General Diagnostics results will be displayed on
the screen.

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Update Software Guide

STEP 1
To access the Startup Options unplug and re-plug the power on the Ultra Box.

STEP 2
Once STB turned ON, press the standby button within 3 seconds of the remote control
repeatedly.

STEP 3
The Startup Options screen will appear on TV.

STEP 4
Press 1 to initiate software download.

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