Author: LN Cust. Support

Edit 22:25 CET time: We had some unexpected hardware failire of the UK equipment (Ireland is NOT affected by this) that caused some longer service interruption than planned, however we have put the server back online and completed the maintenance for this region.

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Dear clients,

We will be performing some maintenance and infrastructure upgrades across all regions which will last about 15 minutes per region for most regions and up to an hour for large regions (example: Oceania, mainland China, etc.)

 

Maintenance had started since 21:00 CET time  is expected to complete by 12:00 CET time on 13th of September 2018.

 

You may get connection problem or authentication problem error while maintenance is going in your area – you just need to exit the app and start it again after a minute. In case you get can not access service, please unplug your modem and/or router from the wall for about a minute and then try again.

 

This upgrade is a step forward to something new and exciting that we will announce really soon. Sorry for the caused inconvenience and thank you for understanding. In case of issues, please do not hesitate to open a ticket so we can react quickly and help you.

 

Best regards,

Smart STB management.

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.

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.

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 

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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.

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.

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.

Dear clients,

 

In order for us to provide you with the best and fastest possible support – we are making some changes effective immediately for all support requests.

 

1. Our support for end-users (clients) is done only via tickets open by the actual registered client. Support requests from different accounts are ignored and tickets will be closed without warning.

(In case you forgot your password, please reset it from here: https://smart-stb.net/index.php?_url=/reset-password – if you don’t get any email – check your spam/junk folders)

 

2. We will not provide any app support outside of tickets for end-users (regular clients using the app) 

 

3. If your Portal or Playlist is not working correctly and the Demo Portal is working – then again it’s most likely out of our control. 

 

4. We have no control over Provider’s service. If some providers are experiencing problems – we can’t help. If you are sure the problem is with us, please describe it with details so we can try to help, if possible.

 

5. We do not use any kind of passwords in the app. This is up with your Provider – ask them for you login and/or parental password.  And we do NOT do any geo-blocking. However – some providers may be doing geo-blocking – we can’t help with bypassing this.

 

6. Beware of pages and accounts pretending to be giving you support on our behalf. We can’t be held liable for the actions of such pages and/or accoutns.

 

7. On opening a ticket make sure you describe your issue clearly in English and accurately with details, including the TV”s MAC or Order number. We reserve the rights to close tickets like “app is not working” “app is broken” “app is not starting” etc.

 

8. One ticket per issue per client – no exceptions. Opening many tickets will not get your issue resolved faster. And it is considered abuse.

 

9. Always check the FAQ, and the Demo Portal before opening a ticket. If the issue is not present in the Demo Portal then it’s most likely up to your Provider to do the change – not us.

 

Also we’ll have zero tolerance of fake tickets, fake messages, offensive language and any abuse campains of any forms and types. Service Providers experiencing issues with our app are recommended to reach out to us so we can help, if possible. Telling all their clients to compain to us for everything will not solve the problem(s), if any. And it’s considered serious abuse.

 

We reserve the rights to close and delete tickets that are not actual support requests or have missing data. Incomplete tickets may introduce delays in support.

 

This list may update over time as some people find new ways to draw our attention out of the actual clients that really need support.

 

We are working hard on making the app faster and better for everyone using it. And want to keep our goal on the important things.

 

Our promise is that if your support request is correct – it will be addressed as soon as possible, typically within the working day.

 

Thank you for understanding.

 

Smart-STB Management.

It’s that time of the year again, for most parts of the world.
We want to wish you all the best thoughout the new year.
For those that want to listen to the holiday spirit – we have added a Christmas themed radio in the Demo (Embedded) Portal.
And to let you know that we have some very exciding things coming to the app, both for clients and service providers alike.
In case you are considering to buy the app during the holidays – we can offer a 15% discount for Lifetime license.
Just like last year – use the promo code XMAS when ordering your Lifetime license.

Promo code is valid until 26th of December 2017.
All the best
– The Smart STB team

Edit 3th of December 2017, 19:35 CET time: Demo Portal and m3u player maintenance is complete.

Now Demo Portal is runningg latest Ministra Firmware, and has Time shift and recording enabled. Also there’s a short videoclip for testing VOD capabilities of the TV like FF/RW/etc.<br />

You can record one time up to 10 minutes from the first test channel and play back (or delete) your recording from the “Recordings” section. You can do FF/RW on that too. <br />

The Demo Portal with all accounts is reset (and recordings deleted) every day at 03:25 CET time.<br />

Enjoy the new Demo Portal.

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We’re performing some maintenance
on our Demo Portal and m3u player at the moment.
App will work on your Custom Portals.
Only the Demo Portal and m3u player is under maintenance!

If you have a license or Trial for the app, select your Custom Portal.
This will start the app.

—Sorry for the caused inconvenience,
Smart-STB Team

Edit 8 November 2017, 00:24 CET : App has been updated in all regions and it is now online and faster than ever. 

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8 November 2017, 00:01 CET time : Dear clients and partners,

We are doing an application update on all locations and the app may not work on your TV for about few minutes.

We expect all regions to be updated no later than 01:00 CET time on 8 November 2017. Sorry for the caused inconvenience and thank you for understanding.