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Section MAG322/324/351

This section describes technical specifications, software updates and settings for MAG322/324/349/351 STB model range that developed on the basis of Broadcom's chipsets.
Basic STB settings are described in section Embedded Portal.
Releases of STB software are located at: http://soft.infomir.com

Frequently asked questions MAG322/324/349/351

  STB does not turn on, external portal does not load, embedded portal is locked

STB does not turn on or portal does not load:

  After turning power on (not to be confused with STB activation from Remote Control), STB does not turn on or there is no screen image
  • No power supply at Set-Top Box or TV or one of the devices (STB or TV) does not work properly.
    • Make sure that LED on STB is lit.
    • Make sure that both devices (STB and TV) are connected to power supply.
  • STB power supply unit is not working properly or has not suitable parameters (in this case, STB LED can be lit):
    • Check power supply for parameters specified in STB user manual. If necessary replace power supply.
  • Problems with the interface video cable (HDMI, RCA):
    • Make sure that the cable is securely connected on both sides (TV and STB);
    • Ensure that cable is in good condition;
    • On TV: сheck socket (HDMI / RCA) to which the cable is pluged and make sure that the setting of source is correct.
  After turning on STB from Remote Control, Set-Top Box does not turn on or there is no picture on TV screen
  • Deactivating STB from Remote Control will put STB in standby mode. Current mode (Active/Standby) of STB is determined by color of LED indicator:
    • MAG322/324/351 as default: Red color - standby mode, white color - operating mode (brightness level of LED indicator can be changed - see Settings / Interface)
    • If Remote Control can not bring the STB out of standby mode, restart STB.
  • Probably, Remote Control is not working properly or signal does not arrive to STB's IR receiver - make sure RC is operative:
    • in operating state STB should react to pressing RC buttons (STB LED should blink when RC button is pressed);
    • direct RC right to front panel of STB, remove objects or devices that prevent remote signal spreading;
    • make sure that power supply of RC (batteries) is working.
  STB does not load after failed software update, any STB settings, or resetting
  • reboot STB;
  • In System Recovery menu:
    • switch Boot mode to alternate NAND;
    • reset to default settings;
  • Try to recover by service button (use sequently each boot mode):
    • Mode 1. Selecting alternative NAND
    • Mode 2. Reset to factory settings
    • Mode 3. Emergency startup
  Portal do not load. Blocking access to portal from Operator.
  • If initial boot is successful (logotype and messages 'Loading ...' are visible on the screen), but external portal does not load, the reasons can be as following:
    • check network connection;
    • if in 'Portal selection' window the message "Page Loading Error" is brought up - check network connection and URL of portal;
    • IPTV provider's portal is not accessed (blocked access to service from IPTV provider, etc.).
  • If network connection checked but portal does not load then restart STB.
  • If connection to network is normal but network services are not available then contact IPTV operator.
  • Blocking access to services by IPTV operator (messages such as 'STB is blocked', etc.) - carefully read Info message on TV screen, contact operator or repair indicated problem by yourself, restart STB.
  Network connection troubles

If it possible, check for network (Internet) connection on other home devices (computer, smartphone, etc.):

If STB has wired connection:

Make sure that LED indicator on STB's Ethernet socket is lit. The status of link must be Up (see Network / Wired (Ethernet) / Network info). If LED is not lit and (or) status of link is Down - it means that STB disconnected from the network.

Possible reasons of disconnection:

  • Network cable is damaged or connectors are not inserted or inserted not sufficiently tightly on both sides;
  • Network device on user side (like switch, router) is defective or incorrectly configured;
  • Network device on provider side is defective, incorrectly configured or programmatically disconnection on opposite network connection side;
  • If autoconfiguration (DHCP) is used, the correct values must be assigned for the parameters IP address, Network mask, Gateway (see Network / Wired (Ethernet) / Network info). If these parameters are not assigned, you need to find out and eliminate the cause of the autoconfiguration error (restart STB, check network device (router) settings and (or) contact network service provider);
  • If manual settings are used check correctness of corresponding access parameters (IP address, Network mask, Gateway).

If you have wireless WiFi connection:

In status window link must be "UP" (Network / Wireless (Wi-Fi) / Network info). If status of link is "Down", there is no connection to Wi-Fi access point:

  • If STB does not detect external WiFi adapter (when connecting adapter to STB appropriate message is displayed), make sure module is working (on other device), and also in module compatibility with this type of set-top box - see Wireless Wi-Fi access.
  • If STB does not detect wireless network, check if the wireless network is detected by other devices (for example, by smartphone). Perhaps, it is necessary to solve access problem on side of the desired network (WiFi access point).

If wireless network is detected, but you can not connect to network.

  • If possible, check whether STB is able to connect to another access point (to another WiFi-device);
  • Re-enter access password;
  • Check that Authentication Mode, Encryption parameters on both sides of the connection (STB and at Wi-Fi access point) are the same.
  • Delete (forget) the wireless network from STB list and refind/reconnect. Password value is stored in User data (to remove the password - System settings / Clear user data).

If autoconfiguration (DHCP) option is used then correct values of network parameters must be set by STB (IP address, Network mask, Gateway, DNS server) - see Network info:

  • If parameters are not set, you need to eliminate the cause of failed autoconfigurating (restart STB, check network device configuration and (or) contact Service Provider).
  • In case of manual settings check correctness of STB access parameters (IP address, Network mask, Gateway, DNS server) and network device configuration.
  Access to embedded portal is locked ('Unlock' window is displayed):
If you've forgotten the password of Access control - Reset to factory settings with service button (boot mode #2).
  Reboot STB
  • The first way is to turn the STB power off /on (unplug / plug power supply)
  • The second way is to reboot STB by command from System Settings menu

  Audio issues troubleshooting

This description corresponds to audio performance degradation (or complete lack of sound) while video is displayed well.

Troubleshooting procedure is in finding and addressing causes of the issue that might be related with specific media content, audio device failure, or devices disconnection.

Firstly, do as follows:

1. Try to play back other IPTV channels and video files located on USB-drive or on local network resources (with access via SAMBA / NFS / UPnP protocols).

Note. As an alternative way to check media resource playing back (in order to compare), the user can apply media player application (for example, VLC player) installed on PC, connected to the same local network as STB.

2. If the issue does not depend on the type of media resource (audio playback is not being resumed), restore default values of Audio settings:

  • Operating Mode = RF Mode
  • SPDIF Mode = Bitstream

  • HDMI Audio = PCM

3. If there is no sound over HDMI, try to switch to other value of HDMI/DVI in Video settings:

  • HDMI - should be set in case STB connected to HDMI port of TV/monitor.
  • DVI - should be set in case STB connected to DVI port (via adapter) of TV/monitor.

4. Update STB to the latest SW version.

5. Reset STB to Factory.

If sound issue pertains only to specific IPTV channel (or media file):

1. Pick other audio track (if available).

2. Make sure that audio format of stream / media file comply with the STB specification.
Note. Audio format  of TV channel stream can be revealed, for example, using VLC player application – Tools / Media Information.

In case of complete lack of sound:

1. Verify that STB perceives commands from Remote Control. When you press Vol-, Vol+ buttons, volume control indicator is being displayed on the screen, showing current volume level. Set to STB the maximum sound level (100%) - Do not change this setting until the issue is solved.

2. If possible, try different STB's audio outputs (HDMI, CVBS, S/PDIF) or/and other audio device.

3. Check the cable connections of all devices comprising the audio path (1. From STB to audio device 2. From audio device to headphones or speakers if used). If possible, try other cables.

4. In case of bluetooth-connection to audio device, check corresponding settings, try wired conection.

5. Check the audio device:

    • Make sure that the audio device (TV, audio system, speakers, headphones, etc.) is in proper working order. If possible, change the suspicious devices.
    • Make sure that the audio device percieves commands from the remote control (for example, in the case of TV). Set the maximum audio level on the audio device (100%) - Do not change this setting until the issue is being solved.

    • Be aware, if headphones are connected to the audio device (TV, PC,...), audio signal may not transfer to other outputs or inner speakers.



Need Help

Dave is an expert on the MAG STB and the author of this article.

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