Month: November 2018

Dear clients, We are experiencing serious abuse – app may be very slow or will not work in Africa and Asian regions. Other regions will work fine, however there may be some bugs in certain areas and we’ll need some time to smooth things out. In case you experience issues, please do open a ticket and explain clearly the issue you are having. We want to focus on the actual issues that do require attention and want to ensure a top norch service in all regions all the time. All tickets that do not include the Software ID (MAC) or a clear description of the issue will be delayed. Thank you very much for your patience and understanding.

Dear clients,

We have launched the very latest version of the app in the UK, Ireland, Canada and Italy. 

To get the new app you’ll need to unplug the TV from power for about few minutes and then start the app again.

Update 18:30 CET time: Some TV’s may get different Software ID (Software MAC). This is to prevent further abuse and write a permament Software ID that will NOT change in the future. We’d like to remind you that you can transfer your license to your new Software ID (MAC) from our website, however Providers need your new Virtual MAC to restore service on their part. Thank you for understanding.

For some TV’s you may need to uninstall the app and reinstall it again to get the very latest version.

Other regions are to follow soon with the upgrade.

Enjoy the new app.

Dear clients, 

First – the good news. Despite the rumours – we are not going anywhere anytime soon.

We are rolling out an emergency upgrade in all locations that should address many of the issues that we having lately in some locations due to increased stress, rising abuse and demand.

In case you have black screen after loading Portal (even on the Demo Portal and a valid and working Portal), the app shows in Demo or Unknown status (even if it’s paid) or you get “Can not access Service (-3)” or “Oops, something went wrong (-1)” then it’s most likely this patch will help with your problems.

Also, all clients and providers attempted to use tampering software or hardware will be blocked completely from being able to use the app. Same goes for all attempted abuse of any kind, for example any kind of DDoS, fake tickets, scams from rogue accounts, etc. Anyone who willingly contributes to such abuse will have their app completely blocked from their TV. 

Upgrades are rolling out across all locations and are already included in all Atlantic locations, South Africa and the Balkans.
We’ll upgrade you with more regions as we move forward in the next hours.
Update Sunday, November 11, 2018 14:53 CET time: Italy, Germany, Portugal, France and Spain are upgraded. The rest of Europe will get updates in the next few hours.

We would like to kindly remind you to always check the Demo (Embedded) portal and it’s functionality (play a test channel, play the test video, check all menus work, etc.) before oppenning a ticket. During the upgrade tickets will be processed with slight delays.

Thank you for your patience and understanding.

Kind regards,
Smart STB Management.