Had stream box for 12 months+ no issues, today the screen in black no picture (but the start up graphic appears when resetting power), and there is sound that intermittently comes on and off. Carried out a reset by holding the power button but issue still persisting. Not internet or TV related as smart tv apps all working and streaming fine.
How might I go about getting a replacement stream box, without customer service telling me I need engineers etc.
Thanks
Joe
Hi Joe
Have you tried disconnecting the box from the mains for a few minutes?
Which reset method did you use? The one via Settings > System > Reset? (picture below)
Or did you try either of the following?
Unplug the USB from the back of the box and then hold the power button on the front of the box while plugging the USB back in. (Keep hold of the power button while doing this)
Keep holding the power button in when the Welcome screen appears for 5 seconds and then let go.
A menu will appear. Now tap the power button to select which reset option (hard or soft) you prefer. I would try the soft reset option first, and if that fails try the hard reset.
Then hold the power button again for 5 seconds on the one selected option to reset it.
Thanks newapollo, I wouldn't be able to see the settings menu as the screen is completely black (but with intermittent sounds coming out), and so I had googled and found the 'power button whilst unplugging USB method' and the soft and then hard resets are what I had tried but the issue has not resolved itself sadly.
Hence my question above, as I'm reticent to waste half a day on the phone to customer service reps to wait and arrange for engineers etc. I'm leaving it completely unplugged tonight, will plug it in tomorrow and see if it has magically resolved itself, but seems unlikely!
Replace the hdmi lead
Thanks - was obviously something else had checked initially, hence presumption of a stream box fault and posting on this forum.
UPDATE: This has actually magically resolved itself after being left unplugged all night - can't explain it, but nevertheless working again as expected - a strange one though.
Your resets were not enough to clear the firmware‑state corruption, but leaving it unplugged overnight forced a complete hardware reset. However you don't need to wait so long to force a true cold boot, just switch off at wall socket, wait a few minutes to get a complete discharge and switch back on.
