Support for STBs
Technical support and STBs guarantee service, as well as enabling / disabling additional STB options are provided by your operator.
Please look through the frequently asked questions about the set-top boxes and use the links for more information before applying to operator.
Q: Can I acquire an SML box from you directly?
A: We do not sale boxes to individuals. You can buy an SML box from an IPTV provider.
Q: During STB's loading a window asking for an activation number and code appears on screen. Where can I get it?
A: You receive the activation number and code from an IPTV provider, when you purchase the service. For the first time you turn on the device, you should enter the activation number and code in the window to enable IPTV access on the device.
Q: The user manual says that an HDD disk can be installed into SML. How can I use the installed disk with the box?
A: There is an opportunity to install an HDD disk into SML-292. However, the certain functions available for the STB's disk are completely determined by IPTV Service Provider, so you should ask the Service Provider. The information on supported HDD models is published on our web site:supported HDD models. You can also obtain this information from Service Provider when he launches services for STB's disks.
Q: The user manual says that different USB devices (Flash drives, Wi-Fi adapters), as well as microphones and etc. can be plugged in SML. How can I use these devices with the box?
A: There are opportunities to connect various external devices to SML-292, such as USB flash drives, microphones and etc. However, the particular functions available for these devices on the box are completely determined by Service Provider, so you should contact your Service Provider.
Q: What are the requirements for external hard drives, which can be connected to the set-top box via USB (spindle speed, etc.)?
A: A USB hard drive must have one of the supported file systems, as well as its disk space must not exceed the limit defined by the Service Provider. There are no any requirements for other physical characteristics of the drive, such as spindle speed, size or width, and so on.
Q: What is an error occurring while STB is loading and the "Firmware flash is canceled with code #100" message appears? What should I do?
A: That's OK, it is not an error, the STB is loading in the normal mode. "Code #100" means that the firmware version installed in STB is actual, and there is no need to update the firmware. You should do nothing.
Q: Is it possible to connect SML-292/282 to a monitor instead of TV set?
A: Yes, you can connect SML to the monitor, if the monitor has an HDMI slot and supports the output SML signal resolution (up to 1080p). Connect the set-top box and monitor with an HDMI cable, and then turn on the monitor HDMI input.
Q: There is no picture on the TV set screen from SML connected via HDMI. At the same time there is normal picture from SML via the component or composite cable.
A: SML outputs signal to all interfaces simultaneously. So if there is signal from one output, component or composite, it also must be from all other outputs, including HDMI. Possible reasons of missing picture from HDMI are:
Q: The picture does not display in the full-screen mode, there are black stripes at the left and right (or top and bottom) sides of the screen. How do I change the video output settings?
A: Both TV set and STB settings affect the resulted picture you see on the screen.
Q: How to know the box's MAC address?
A: You can find MAC (12 symbols) on the sticker at the bottom panel of the device.
Q: How to tune up a universal Remote Control for controlling STB?
A: You can train a universal Remote Control (RC) for each STB's RC button, which you want to use, if the universal RC supports the training feature. There is no any special RC code for SML STBs at the moment.
Q: When I remove a USB device from the box, I feel strike by electrical charge. Is it an issue of my box?
A: The electrical circuits both of the box and the accompanied power adapter are carefully checked by our specialists, so the strike is not the box issue. Possible reasons are defects of connected playback equipment (TV set, monitor), improper grounding of the equipment, or improper grounding of wall outlets. To solve the problem, you should properly ground the devices connected to the box.
Q: A modern TV set with 16:9 screen, the same 16:9 aspect ratio is selected in the SML settings, but the user interface (the menu) is annoyingly cut at the edges of the screen. What's the problem?