UniTV HD Troubleshooting Tips

Having trouble with your UniTV HD (formerly known as UniPass)? Here are some troubleshooting tips to help you diagnose or fix the issue!

Connection Issues

If your UniTV HD box displays a red light on front panel, it is most likely not connected to internet.

First make sure that you have entered the correct WiFi network and password. Make sure you are entering the EXACT alphanumeric inputs– this includes capital letters and key phrases.

If you are sure that you selected the correct network and password, unplug the power cable from Port 2, wait 3 seconds, and then plug it back in. If you continue to have connection issues, please reach out to our support team at 1-888-471-7623 or file a Support Ticket!

If your TV displays a black screen or a “Waiting for HDMI Signal” blue screen like the one shown above, press the input button on your cable tv remote to change inputs until you see your UniTV display.

System Issues

If a pop-up appears with the message “UniPlay isn’t responding”, use your UniMote remote to select “Close app”, then select “Continue”.

If a pop-up with the message “Unauthorized” appears, unplug the power cable from Port 2, wait 3 seconds, and then reconnect the power cable to the box.

If your Uniper application is not showing the Video Library, Live Activities, or other features, or if you receive the “Service Unavailable” pop-up shown above, unplug the power cable from Port 2, wait 3 seconds, and then reconnect the power cable to the box.

Audio Issues

If you have very little or no sound on your UniTV, first check to make sure that your TV’s volume is at the level you want and is not muted. If your TV’s volume levels are where you want them but you’re still having sound issues with your unit, please reach out to our support team at 1-888-471-7623 or file a Support Ticket!

Setup Issues

If you are stuck in the initial loading screen shown above, unplug the power cable from Port 2, wait 3 seconds, then reconnect the power cable to the box and try again. If this does not work, press the + volume button then the - volume button 5 times, then the “OK” button. This should take you to the setup screen.

During the setup wizard, entering your phone number multiple times may result in an error. Please make sure the number you have inputted is correct. If you are sure the number is correct, press the small reset button on the back of your UniTV HD box and try again.

If you are unable to proceed after the Birth Year screen in the setup wizard, start the setup process again and try again. To start over, press the + volume button, then the - volume button, then the “OK” button. If the issue persists, please reach out to our support team at 1-888-471-7623 or file a Support Ticket!

During the initial setup wizard workflow, make sure you set up your camera the way you want it, as this setting cannot currently be changed.

Other Issues

NEVER use a legacy or unauthorized power supply with your UniTV HD box. This can damage the box.

If you receive this error message, please contact our support team at 1-888-471-7623 for assistance.

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