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Always include order number or Software MAC before opening a ticket.

Dear clients,

In order to improve our support response times and to ensure quality service, we will please ask you to include your Order number and/or your Software MAC in your tickets.

This way we can help you fast and efficiently and you will avoid delays due to lack of information.

If you do not provide any of the required information, your ticket may get delayed.

In case your support request is of different nature, please be patient as we prioritize service tickets over general ones to ensure best responce times and best service quality for all our clients who use the app.

Thank you for understanding and helping us help you.

Wednesday, 06 June 2018

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Check Demo (Embedded) Portal before opening a ticket.

Dear clients and partners,

While we strive to provide you with the best possible experience within the app, we can't guarantee that all providers will work equally well. That being said, please do check if the Demo (Embedded) Portal works along with all functions (Live TV, VOD movies, TV recording, time-shift, etc.) for you.

Despite the limitations of the Smart TV's platforms we have done a pretty good job of making the app as compatible as possible but it can't be compatible with all the providers with all kinds of settings. Usually default settings and slightly changed settings work for almost all cases.

Over time providers make changes and sometimes this can cause problems with the app on those specific providers. We have no way of knowing when the changes are made. But we can assure you, if the Demo (Embedded) Portal works well with all it's functions then the app is perfectly operational.

For example: some provider's VOD movies stopped working, or some provider's interactive radio section stopped displaying what song is on the air, etc. If this works in the Demo (Embedded) Portal then there is no problem with the app, so you must check with your Provider.

However, any provider (portal owner, NOT reseller) can contact us regarding the problem and we can advise on solution (on best effort basis).

We reserve the right to refuse support if there is any intentional abuse. And we reserve the right to delay related tickets.

Thank you for understanding and for being a valued app user.

With best regards,

Smart-STB Management.

Thursday, 10 May 2018

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Urgent maintenance!

20 March 2018 17:15 CET:

App update is complete. New 2018 TV's are now supported, Latest Tizen and WebOS included. Added Brazil and China locations, with full suport. Fixed some problems with VOD content and some specific streams that cause TV's to hang or display black screen. Also 2 major TV platforms will get the app really soon. Stay tuned for more details

20 March 2018 15:35 CET:

Dear clients, we are performing some urgent maintenance on the APP. It may not work in some regions for a short time (few minutes per region).

We are sorry for caused inconvenience.

Tuesday, 20 March 2018

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Updates regarding STB Blocked message.

Dear clients,

In case you receive STB blocked message and you are sure your Virtual MAC did NOT change, then it's most likely that your Virtual MAC is used on app like STB EMU and this will cause a block.

We do NOT block anyone and have no way of knowing if you have an active Service with this Provider or not.

Please read this for more information and possible solutions.

At the time of writing this it's known that some major providers have their databases leaked, and this includes Virtual MAC's. For your safety we do NOT send or store any data beyond the Virtual MAC (and a randomnly generated serial number) to the Providers.

Thank you for understanding.

Tuesday, 27 February 2018

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New support ruiles: Fake tickets and wrong tickets are deprioritized.

Dear clients, we are having delays of support due to many fake and wrong tickets opened with us.

Please do always check if your Provider is online in your region before opening a ticket. In case Provider is offline - it's out of our control and we can't put them back on. Moreover - we reserve the rights to prioritize tickets of clients who need support the most over tickets opened, because of a Provider being offline for whatever reason.

Thank you for your patience and understanding.

Saturday, 24 February 2018

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