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− Support for STBs

FAQ

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.


Common Questions

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.

Technical Questions

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.
If the monitor supports resolutions up to 720p (HD Ready) only, first of all connect SML to the TV set via the component or composite cable. Then select "CVBS+YPbPr+HDMI" from the Settings - Video output - Type menu, and select "720p50" from the Settings - Video output - Resolution - YPbPr+HDMI menu.
After that connect SML to monitor via the HDMI cable and turn on the monitor HDMI input. You can switch off the TV set now.

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:
1. Wrong input is enabled in the TV set. Switch the TV set to HDMI input.
2. The TV set does not support current resolution. SML outputs 1080p (Full HD), and the TS set supports up to 720p only (HD Ready). In this case you should connect SML to the TV set over component or composite, select "CVBS+YPbPr+HDMI" from the Settings - Video output - Type menu, and select "720p50" from the Settings - Video output - Resolution - YPbPr+HDMI menu.
After the settings are specified, connect the box to the TV set via HDMI and try again. If there is still no picture on the screen, try a resolution lower than 720p.
3. The HDMI cable is bad. Try to connect the devices with another HDMI cable.

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.
Set the screen's aspect ratio on the TV to the "1:1" value (depending on the certain TV set model, this parameter can be named differently, for instance, "Screen Size", "Video Output Aspect Ratio"), and then configure the resulted picture using the STB settings:
1. Open the Settings - Video Aspect Ratio menu.
the "Letterbox" is applied by default.
2. Choose the comfort video displaying mode:

  • "Letterbox" - the picture is inscribed in the screen without aspect ratio distortions and losses. In this case, if an input video signal has the 4:3 aspect ratio, the picture will be inscribed in the screen by height, and black stripes will be at the left and right sides on a wide-screen TV set. If an input video signal has the 16:9 aspect ratio, the picture will be inscribed in the screen by width, and black stripes will be at the top and bottom sides on a TV set with 4:3 screen.
  • "Pan&Scan" - the picture is enlarged and inscribed in the screen without aspect ratio distortions, but with losses. In this case, if an input video signal has the 4:3 aspect ratio, the picture will be inscribed in the screen by width, and the top and bottom parts of the picture will be out of the screen and invisible on a wide-screen TV set. If an input video signal has the 16:9 aspect ratio, the picture will be inscribed in the screen by height, and the left and right parts of the picture will be out of the screen and invisible on a TV set with 4:3 screen.
  • "Combined" - similarly to "Pan&Scan", the picture is enlarged by half from "Pan&Scan". In this case the invisible picture area is reduced and the black stripes are less providing comfortable TV watching.
  • "Fullscreen" - the picture is stretched on full screen with aspect ratio distortions. In this case, if an input video signal has the 4:3 aspect ratio, the picture will look stretched by width in a wide-screen TV set. If an input video signal has the 16:9 aspect ratio, the picture will look stretched by height on a TV set with 4:3 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.
You can also view the MAC address from menu. To do this, open Settings - About. In the MAC string the MAC address is displayed, which has the following format: 00:23:33:d4:3d:05.

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?

A: This effect appears because of overscan - the television scanning goes beyond the viewing area. This is a known issue of CRT TV sets existing due to the old technology specifics. However, modern digital TV sets with fixed displaying elements (LCD, plasma) have no such a problem. Despite this fact, TV manufacturers intentionally reproduce the overscan effect. For more information on why they do this, refer to Wikipedia or this. You can solve the problem in one of the following ways:

1) Select the "1:1 pixel mapping" displaying mode in your TV set settings, the particular name of it depends on the TV set model. Samsung calls it "Screen Fit", LG - "Just scan", other possible variants are "Full pixel", "1:1 pixel", etc, please look up through the TV set manual. This mode makes the TV set to display video as is, with no artificial overscan applied.

2) If there is no "1:1 pixel mapping" setting in the TV set, find the appropriate "Overscan margin" in the SML system settings, which will compensate the unwanted effect.