Frequently Asked Questions

You have a MAG540/MAG544 and you get the following message when connecting to an external portal:

Firmware of your STB is outdated. Please update it

or

The software of the service provider is not compatible with your box. Please contact your IPTV/OTT operator to solve this issue

1. Why did this happen?

   MAG540/MAG544 are the newest models of set-top boxes, in which all functions necessary for comfortable use have been collected and improved.But unfortunately the version of the portal (Ministra TV platform) you connect to is outdated for your MAG540/MAG544 set-top box.The best option - the service provider (the owner of the portal) should update it to the latest version.However, the MAG540/MAG544 can handle this challenge as well.

2. What to do in this case?

   The latest firmware version of your MAG540/MAG544 has an option that allows you to log into the portal of an older version:

   

   To connect to the desired portal, you need to do the following:

   1. Go to Settings - System settings - Servers - Portals
   2. In the “Compatible model” section, starting with the latest model (MAG420), select the set-top box model and connect to the portal.
   3. If after choosing the latest model (MAG420) you still get the above message when connecting to the portal (and you cannot connect to the portal), then you should choose an earlier model (MAG322) and try again. If you still have trouble connecting this time, repeat the same with the MAG254 model.
      
      

   
   

3. What should I do if my MAG540/MAG544 has no “Compatible model” item?
   
   The device needs to be updated to the latest firmware version. This option is available starting 2.20.05 STB firmware version In the Embedded portal, autoupdate conditions are set in the section: Settings - Software autoupdate.
   
   To configure autoupdate:

1. 1. Open Settings - Software autoupdate.
   2. Specify Autoupdate option:
      
      Enabled - autoupdate is executed as soon as a new version of the software is detected at the server. After update start, the Software Autoupdate window is displayed on the screen, which indicates current and new software versions, as well as the status of the software update in the form of a filling progress bar and comments;
      
      With confirmation - autoupdate is executed in confirmation mode: when a new software version is detected, an info message is displayed on the screen. The user confirmation is expected to continue updating.
      Alternatively, using the f2 button on the remote control, your device can be updated manually.

Also, you can find detailed documentation on our wiki: Autoupdate procedure

You need to connect your box to the electrical grid via an external power supply, and then connect the box to the TV using an HDMI or RCA cable (power supply and cables are included with the box). To connect to the Internet, you can use a LAN cable, or an internal Wi-Fi module or an external Wi-Fi adapter for wireless connection (if supported). ß

Infomir is the manufacturer of boxes and doesn’t provide IPTV/OTT services. We recommend you contact your local IPTV/OTT service providers or operators to obtain a subscription to channels.

To watch IPTV, you can use the IPTV app (Android box) or load/connect the external portal (Linux box) from the IPTV/OTT service provider or operator. You can also manually set up m3u playlists from the IPTV provider in the IPTV application if so provides.

To connect an external portal, you need to contact your local IPTV provider and get the portal URL.

• How to add external portal in Settings of Embedded portal

You can also get playlists from your provider

• Add playlist from specified URL

• Loading playlist from USB drive or via SMB / NFS network

• Export channels (write playlist to USB drive)

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Most likely to watch IPTV, you use subscription-based service that your IPTV/OTT service provider or operator provisions you with. The provider can use the authorization form to restrict access to the service. In this case, you should contact your provider and request your username and password. ß

Most likely, you used the Access Control function. To unlock you need to enter the password that you set.

The box can mainly request a password in two cases.

• The first when you start the box or when accessing the box settings. By default, a password for the box is 1111 or 0000, if you can’t remember the password or it is lost, you need to reset it to the factory settings.
• The second case - if you use an operator’s portal (IPTV app) to load media content when selecting a channel with limited access (Parent control).  To find out or change the access password, you need to contact your IPTV/OTT service provider, as it has the ability to change the password on the portal.
  
  

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The box receives this message from an external portal of your IPTV/OTT service provider or operator. Most often, the message can appear on the expiration of the subscription or if the account is not activated on the provider's portal. In this case, you need to contact your provider to clarify this issue. ß

The box receives this message from an external portal of your IPTV/OTT service provider or operator. In this case, please ask your provider to contact our technical support service. ß

The list of supported external Wi-Fi adapters in accordance with models can be found in the following article: https://wiki.infomir.eu/eng/set-top-box/stb-linux-webkit/embedded-portal/wifi-wireless-access ß

Please check the sound level on the TV and the box, check or replace the HDMI cable. Also, check if the problem occurs by playing video from a USB drive. If there is sound, contact the content provider. If there is no sound during playing a video from the USB drive, please follow the recommendations below:

1. Go to the internal portal / Settings / System Settings / Video / press F1 and select HDMI / DVI - HDMI

2. In Settings / System Settings / Audio / press F1 and select default values:

- Operating Mode – RF Mode

- HDMI Audio – PCM ß

Please make sure that LED on the box is lit and both devices (the box and TV) are connected to the power supply. Check the power supply for parameters specified in the user manual of your box. If necessary replace the power supply. Also, make sure that the cable is securely connected on both sides (TV and the box), ensure that cable is in good condition, on TV сheck socket (HDMI/RCA) to which the cable is plugged and make sure that the setting of a source is correct. If these suggestions do not help to solve the issue, for more detailed information refer to the FAQ for your box model. ß

Please reboot the box. Also, check if there is an LED indication on the box - the LED should blink when a button of the remote control is pressed. If the LED doesn't blink make sure that batteries are working. ß

Installation of applications directly on boxes based on Linux OS is not provided. Access of users to the third-party application is possible only via external portals of operators and IPTV/OTT service providers. We recommend you to contact operators that provide such services. ß

This message appears in two cases: 

• if the Internet does not come to the box; 

• if the portal at the entered URL is unavailable. 

Make sure that the Internet is coming to the box, for this, go to the internal portal in the browser and try entering a search query.

You can also try entering the portal address in a browser on computers to make sure that the service at the specified URL is available. 

To check the portal URL, you should contact your IPTV provider. ß

You can check the box for originality on our website by filling out the form.

In this case, we recommend contacting the provider which provides you the IPTV service and asking them if they support working with the set-top box model you are interested in.

Check from which version of the platform the IPTV provider can support working with the MAG box here.

The speed test in the internal portal of a box checks the speed to one of our nearest servers. This result is estimated and can not be compared with the speed that you get from your ISP. ß

The MAG set-top box is a passive cooling device without fans. The design of the unit, due to ventilation slots, provides free ventilation of internal electronic elements and the dissipation of excess heat generated during the box operation. The shape of the air vents and their location on the housing depends on the model of the box.

Non-compliance with the requirements of ambient temperature and recommendations for the placement (installation) of the device can cause the unit to overheat. In turn, overheating, especially occurring over a long period, can lead to a deterioration in the quality parameters of the set-top box, a spontaneous reboot, up to the failure of the box.

Recommendations for preventing the box from overheating:

1. Observe the operating temperature and humidity requirements specified in the instruction manual of the set-top box. As a rule, this is a range of 1 ... 40 °C; 5% - 93% RH.

2. Follow the next installation rules:

• place the set-top box only on a solid flat surface, which gives the necessary ventilation clearance of the bottom panel of the case;

• keep the set-top box in a clean place free from excessive ingress of dust and other small particles;

• provide the free space around the unit necessary for ventilation and cooling of the set-top box;

• do not cover the box and do not close the ventilation slots on the case in any other way;

• do not install the set-top box in close distance to other devices and objects that radiate heat.

Examples of improper installation of the box, which can lead to its overheating:

• on a soft surface such as carpet or upholstered furniture;

• in a place open to sunlight, which leads to overheating of the case;

• in a closed cabinet or rack, without ventilation;

• in an external case that blocks the ventilation openings;

• on the stack - several devices on top of each other, etc.

During the operation of the set-top box, be aware that heating the processor and other microcircuits leads to a moderate increase in box temperature, which is the norm.

Depending on the model of the box and the mode of its operation, the allowable heating of the processor can reach 100 ° C. As a result, the temperature of the body of the box can reach 60 ° С. Thus, in some cases, the housing may be “hot”. However, providing the above environmental requirements and free air exchange, this should not affect the operation of the unit.

In case of unusual situations and any malfunctioning of the set-top box, you should contact the technical support service.

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The main characteristic that affects the smooth display of streaming video is the quality of the Internet connection on your device, which you can check with your Internet service provider.

If you have a low speed or an unstable Internet connection, we recommend increasing the buffer size in the settings of the box.

We also advise using a wired connection, as it is more stable and significantly less susceptible to external influences.

If the tips described above did not help, please contact your IPTV/OTT service provider or operator to exclude  influencers that depend on the service provider and obtain more detailed information.

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In such a situation, you should, firstly, independently or with your provider assistance, update the set-top box software to the current version. In the case of updating by your own, use the following guides:

• MAG250/254/270 -  Software update from Bootloader
• MAG256/3хх/4хх - Software update from System Recovery Utility

If the issue cannot be resolved with the software update, reset the set-top box to the factory settings:

• MAG250/254/270 - Reset to factory settings from Bootloaderа
• MAG256 - Service button MAG256 (use Boot Mode 3)
• MAG3xx - Service button  MAG3xx (use Boot  Mode 2)
• MAG4xx - Service button MAG4xx (use Boot  Mode 2)

In the case of MAG256/3xx/ 4xx models, if you are not able to open the System Recovery Utility menu, use the Emergency startup mode, and then update software as above:

Emergency Recovering with Service button MAG256

Emergency Recovering with Service button MAG3xx

Emergency Recovering with Service button MAG4xx

If these recommendations could not help resolve the issue, please create a request to our support.

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Most likely, to watch IPTV you use a subscription service provided by an IPTV/OTT service provider or operator. Therefore, if you attempt to view a content and the message Error Playing content or Connection problem appears on the screen, you should first make sure that your device has a stable Internet connection and also contact the content provider directly for eliminating problems on their part.

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A box receives such a message from an external portal of your IPTV/OTT service provider or operator. Most often it means that your model of the set-top box is not in the list of allowed STBs for connecting on the provider's portal. In this case, it is necessary to contact your provider and find out whether your set-top box model is supported by their portal.

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If the built-in portal of your set-top box does not contain some menu items (for example, Portals, Settings tabs, etc.), then most likely the device has a customized version of the software from an IPTV/OTT service provider or operator. In this case, to clear up a question about the functioning of the menu, it is needed to contact the operator, who installed the firmware on the box. If for some reason you cannot contact the operator that installed the firmware, then you can try resetting to factory settings, and then, without waiting for the STB to load, go to the Bootloader menu/System Recovery Utility menu and update to the latest public version of the firmware. All the latest versions of public firmware can be found at the link:

https://soft.infomir.com/

[Reset instruction 250/254/270]

[Reset instruction 256]

[Reset instruction 322/324/349/351]

[Reset instruction 420/424]

[Update Instructions 250/254/270]

[Update Instructions 256]

[Update Instructions 322/324/349/351]

[Update Instructions 420/424]

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If problems with the operation of some applications (such as Video Club, Radio, Audio Club, Karaoke) occur when using the portal of the IPTV / OTT service provider or operator, at first it is necessary to contact your service provider since they are responsible for setting up and running these applications. If the provider cannot diagnose and solve the problem on their own, ask them to contact our support team by filling out the appropriate form on the Infomir.eu website in the support section.

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If you are watching content and on the screen appears message about subscription expire, you are most likely using an external portal with a subscription from your IPTV/OTT service provider or operator. To renew your subscription, it is necessary to contact exactly the IPTV/OTT provider that provides you with IPTV services.
If you purchased a set-top box with an external portal already added to it and do not know how to contact your IPTV provider, you may clarify their contacts with the seller of the set-top box. Also, you can try to find them on the Internet using the portal URL. URL can be found by going to the Embedded Portal of the box/Settings/System Settings/Servers/Portals.

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Most likely you are using a subscription service from your IPTV/OTT service provider or operator to watch IPTV. Usually, this message means that the video for your request cannot be found on the server of the service provider.
In this case, it is necessary to contact your content provider directly to rule out problems on their part. If the provider is unable to diagnose and solve the issue on their own, please ask them to contact our support service by filling out the appropriate form on our website Infomir.eu in the support section.

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A set-top box receives this message from an external portal of the IPTV/OTT service provider or operator. You can make sure that the time on the device was determined correctly by going to the built-in portal of the box. If the time is not displayed, go to the Settings/System Settings/Servers/General tab and specify any NTP server (for example, pool.ntp.org). If the previous recommendations did not help in solving this problem, you should contact your IPTV/OTT service provider.

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Infomir is a manufacturer of set-top boxes and does not provide IPTV/OTT services. The channels and their performance are managed exclusively by the IPTV/OTT service provider or operator. If you have difficulty accessing a channel list or a specific channel, it is necessary to contact your IPTV/OTT provider directly, as they are responsible for providing these services.
If the service provider has difficulty resolving the problem, they may contact our support team by filling out the appropriate form on our website Infomir.eu in the support section. Our company will make every effort to help your provider solve the issue.

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This problem may be caused by an incorrect reaction to HDMI events when a box interacts with a TV.

If an IPTV service provider uses the Ministra TV Platform, then this behavior is possible in Ministra TV Platform versions lower than 5.6.8.

In this case, we recommend contacting your IPTV service provider and clarifying this information.

If the IPTV service provider needs help on updating their Ministra TV Platform software to the 5.6.8 version, in which this problem was fixed, they can contact our technical support service by filling out the form on the website: https://www.infomir.eu/eng/support/form/support.php

If for any reason you are unable to contact the IPTV service provider, or they cannot make the Ministra TV Platform update, then as a temporary solution, we can recommend that you take the following action: in the settings of an external portal, go to the Settings/Video section and set the HDMI event reaction parameter to Ignore.

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We have changed the application distribution business model. At the moment, for new customers, the Ministra Player application is available on a subscription basis (except for Samsung Tizen TVs released before 2018) In order for you to be able to use the application under the same conditions, you must do the following: 

- subscribe for a trial period and cancel the subscription in 3 -x day period

- open a ticket using the chatbot send your key and the email address with which you subscribed -after that you will be able to use the application on the previous conditions

We have changed the application distribution business model. At the moment, all Ministra Player applications are available on a subscription basis. You must subscribe to continue using the app. To return funds for the key, you must open a ticket using the chatbot and provide your key and the email address with which you purchased the key

You can pay for a subscription through the application Ministra Player
itself.

Subscription applies to only one device.

Cancellation of a subscription on LG TVs (webOS operating system), Samsung TVs (Tizen operating system):

1. Open the app on your TV

2. Go to app launcher

3. Select the Settings module

4. Go to Menu -> Unsubscribe

Please pay attention: the subscription will be active during the paid period. After the end of the period, you need to subscribe again.

You can also manage your subscription through your personal account at the link: https://billing.stripe.com/p/login/eVa7sR2T62Rh69adQQ

We draw your attention to the fact that the application does not contain embedded channels, movies and other content. This application is for playing video content from your IPTV service provider according to the purchased tariff plan.Please contact your IPTV/OTT provider as they are the ones who provide you with access to their service. If the IPTV service provider will be unable to resolve the issue, we may cancel your subscription. To do this, please open a ticket using the chatbot and provide your key and the email address you used to subscribe.

We draw your attention to the fact that the application does not contain embedded channels, movies and other content. This application is for playing video content from your IPTV service provider according to the purchased tariff plan.

Please contact your IPTV/OTT provider, as they are the ones who give you access to their service and can fix the problem. If the TV service provider will be unable to solve the problem, we may cancel your subscription. To do this, please open a ticket using the chatbot and provide your key and the email address you used to subscribe.

Data for access to the service (login, password and portal link) can be obtained from the IPTV / OTT service provider or operator.  This application does not contain any built-in content. It plays only the content available to you with the subscription plan you have from your TV service provider. ß

Depending on the payment method, the License key can be delivered in the following ways:

- The License key has been bought in the Ministra Player as the in-app purchase. You do not need to enter a License key manually, it will be assigned to your account after the purchase. If you need to restore it (for example, in case of resetting the device or replacing it) the key can be delivered directly in the application by pressing the Restore License Key button or shopping cart button.
- The License key has been purchased on the Infomir website. If you don't see an email containing the key in your inbox, check your junk folder. If you can't find it there, send the email with the transaction ID of your purchase to ministra@infomir.com. ß

After you reset your device, you can restore the purchase in the following ways:
- if the License key was purchased in the Ministra Player app – start the application and tap the Restore License Key button or shopping cart button.
- if the License Key has been provided by the service operator, contact the operator.
- if the License Key was purchased on the Infomir website – send the confirmation email with the transaction ID to ministra@infomir.com. ß