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Section MAG4xx

This section describes technical specifications, software updates and settings of STBs based on the MAG420/424 model range that developed on the basis of HiSilicon's chipset.
Basic STB settings are described in the Embedded Portal sub section.
Releases of STB software are located at http://soft.infomir.com


Software release MAG4xx

Frequently asked questions MAG4xx

  STB failed to switch on, External portal does not load, Embedded portal is locked
  After turning power on (not to be confused with activation from Standby), STB fails to switch 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 the power supply.
  • STB power supply unit is not working properly or has not suitable parameters (in this case, STB LED can be lit):
    • Check the power supply for parameters specified in the STB user manual. If necessary, replace the 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 plugged and make sure that the setting of the 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 the color of the LED indicator:
    • MAG4xx as default: Red color - standby mode, white color - operating mode (brightness level of the 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 at STB's IR receiver - make sure RC is operative:
    • make sure that power supply of RC (batteries) is working - in operating state STB should react to pressing RC keys (STB LED should flash when the RC key is being pressed);
    • direct RC right to the front panel of STB (see User Manual), take away all objects or devices that prevent remote signal spreading.
  STB does not load after failed software update, any STB settings, or resetting
  • Reboot STB;
  • In the System Recovery menu:
    • switch Boot mode to alternate NAND;
    • reset to default settings;
  • Try to recover with service button (use each boot mode in series):
    • Mode 1. Selecting alternative NAND
    • Mode 2. Reset to factory settings
    • Mode 3. Emergency startup
  Portal does not load. Blocking access to portal from Operator
  • If the initial boot takes place (logotype and messages 'Loading ...' are visible on the screen), but the external portal does not load, 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 the portal;
    • IPTV provider's portal is not accessed (blocked access to service from IPTV provider, etc.).
  • If the network connection is normal but the portal does not load then restart STB.
  • If the network connection 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 the 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 a wired connection:

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

Possible reasons for disconnection:

  • The network cable is damaged or connectors are not inserted or inserted not sufficiently tightly on both sides;
  • Network device on the user side (like a 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 a wireless WiFi connection:

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

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

- If the wireless network is detected, but you can not connect to the 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 the STB list and refind/reconnect. The 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 assigned in STB (IP address, Network mask, Gateway, DNS server) - see Network info:

  • If parameters are not set, you need to eliminate the cause of failed autoconfiguration (restart STB, check network device configuration and (or) contact Service Provider).
  • In the case of manual settings check the correctness of STB access parameters (IP address, Network mask, Gateway, DNS server) and network device configuration.
  Access to embedded portal is blocked ('Unlock' window is displayed):
If you've forgotten the password of Access control - Reset STB to factory settings with the service button (boot mode #2).
  How to prevent STB from overheating

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 set-top box operation, 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 supposedly caused by the box overheating, you should contact the technical support service.

  The issue when TV reacts to STB remote control

When you press buttons of Infra-Red remote of STB, in rare cases may cause an unintentional activating some functions of the TV. The issue may arise due to the coincidences of IR control signals on both devices. 

Most IR remote control models supplied with MAG boxes (RC-4513/4515T4H) support one IR signal code page (CP). This CP is also programmed in STB software. Therefore, the replacement of the remote control model does not solve the indicated problem.

The indicated issue was resolved in MAG-420 set-top boxes in case using SRC-4015 remote control. These devices support code page altering and three different CP are offered at the user's choice.

As an alternative solution for users who are faced with such a problem might be advised the remote control simulator - the Magic Remote application. This application is supposed to be installed on a mobile device that is connected to the router via WiFi. The mobile device and the set-top box must be connected to the same network.

Another way to send some commands to the STB is a keyboard and mouse.

  How to 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 the command from the System Settings menu.
  Emergency recovery of STB operation
  Audio issues troubleshooting

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

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

Firstly, do as follows:

1. Try to playback 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 the 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 the sound issue pertains only to specific IPTV channel (or media file):

1. Pick another audio track (if available).

2. Make sure that the audio format of the stream/media file complies with the STB specification.
Note. The audio format of a 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+ keys, the volume control indicator is being displayed on the screen, showing the 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 another audio device.

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

4. In the case of Bluetooth-connection to the audio device, check corresponding settings, try a wired connection.

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 perceives 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,...), the 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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