Customer Support – Contact us Any Time
Our Customer Support agents are available 24x7 for your convenience and will be happy to assist with any issue.
How can i improve the quality of the video stream?
You should have a dedicated internet connection of minimum 1.5 Mbps for the TV-Box only; we recommend at 2 Mbps or more to ensure good quality streaming. Please make sure that this is the speed of your internet connection. In order to verify this, check your internet speed at http://www.speedtest.net/
While streaming video you shouldn't run any other programs on your network. Many programs require a large amount of bandwidth and this interferes with the download speed used for watching your channels on WatchIndia.TV. Please avoid using programs that use high bandwidth; such programs include file download programs, file sharing, Peer2Peer, etc. Even if another computer on the same (home) network is using such a program, it will interfere with the quality of our services.
If you are using a wireless connection, you should try connecting via LAN. The wireless signal can be weaker than the LAN, causing interference with the broadcast and lowering the picture quality.
If you are watching on your PC, you should choose the Quality setting applicable to your internet connection speed. If your internet speed is lower than 768 Kbps, you should use the low quality option. If it is higher, then use the high quality
If after checking the above and implementing our suggestions, you are still not satisfied with the stream quality, we will need to check your connectivity to our services. Please answer the points below and send the output to customersupport@watchindia.tv. Once Customer Support receives the information from you, the issue will be investigated to check if you are connecting to our servers. As this is a process that may include escalation to our Networking Team, you can expect a reply from Customer Support within 72 hours.
To copy the results of the commands requested in steps e & f, the simplest way is to right click the top title bar and choose "edit" and then "select all"; the whole window will be highlighted white. Again right click the top title bar and choose "edit" and then "copy". The whole content of the window is now on the computer's clipboard and can be pasted into an email with clicking right click on the mouse and click paste.
a. If you are using a TV-Box, check the same stream that buffers on your PC as well. Log in to your account on the PC, with your user name & password (at www.watchindia.tv); choose the "High Quality" option below the player's screen and check the same channels that were buffering on your TV-Box. Do you experience buffering on the PC as well?
b. What are the channels that buffer? Please name them all specifically.
For each of the channels, please specify the exact buffering experience:
i. does the video start to play
ii. if the video starts, does it then get stuck and stop playing altogether
iii. does the video play, stop, then play again over & over?
c. Who is your ISP (internet service provider)?
d. What is your connection speed? Run the speedtest link according to your region. In the end of the test, click on “Advanced”, then click on “View text” and copy paste the results.
APAC: http://tokyo.mcs.streamguys.com/myspeed/myspeed_line_capspeed.html
Europe:
http://amsterdam.mcs.streamguys.com/myspeed/myspeed_line_capspeed.html
USA:
http://chicago.mcs.streamguys.com/myspeed/myspeed_line_capspeed.html
e. What time did the problem occur and what is the time zone on the computer? (i.e. 21:39 NY time, this is so we can trace the logs on the server)
f. What is your IP address? To find it, go to http://www.myipaddress.com/show-my-ip-address/
g. Nslookup Commands:
1. Click on the Start button
2. Click on Run
3. In the window that appears, type in CMD
4. Another window (DOS window) will appear. In this window, type in:
nslookup liveasia.streamguys.net
5. Run the command again with: nslookup liveasia.streamguys.net
6. Copy the results of the above command into your reply.
h. Trace Route Command:
1. Click on the Start button
2. Click on Run
3. In the window that appears, type in CMD
4. Another window (DOS window) will appear. In this window, type in:
tracert wms.2886.edgecastcdn.net
5. Run the command again with: tracert liveasia.streamguys.net
6. Copy the results of the above command into your reply.
i. Gather information on packet transfer data:
1. Download WinMTR tool from : http://winmtr.net/download-winmtr/
2. From the list on this page, click on WinMTR-v092.zip
(If nothing appears, check the top of your browser to see if pop-ups are blocked. If they are, please enable pop-ups.)
3. Click “Open”
4. Double click the folder named “WinMTR-v092”
5. Double click the folder named “WinMTR_x32”
6. Double click the file WinMTR.exe
7. Copy and paste this link into the host field in the window that appears: liveasia.streamguys.net
Make sure that there are no spaces at the end of the link.
8. Click “Start” and wait for 2 minutes while the application gathers and processes data
9. Click “Stop" (after the 2 minutes wait)
10. Click “Copy Text to clipboard”
11. Paste into your email response (Ctrl + V)
My remote control stopped working
First, be sure the remote control has new batteries and that they are properly inserted. Also check to see that there are no objects between the remote and your player that might be interfering with the IR signal.
Next, we need to check if the problem is with the remote control or with the TV-Box.
1. Turn your cell phone camera on
2. Point the remote control at the camera and press on one of the buttons
3. Do you see a red light at the top of the remote control (as in the photo)?
Please send us the answers and a photo from your camera.
My TV-Box won't connect to my Wireless network
If your TV-Box is working, it powers up, but you can’t connect with wireless, follow these instructions.
1. Make sure the wireless antenna is installed correctly and screwed on tightly to the TV-Box.
2. Place the TV-Box near the router (for troubleshooting purposes) – does this solve the problem?
3. Remove the security password on your router (for troubleshooting purposes) and check if this now works.
If you are able to connect without the security password; you should now reset the password and use choose “WEP” encryption on your router. ). (After this, redo the Setup Wizard with security password.)
4. Please make sure that the name of your wireless network (this is the name you see when connecting to the internet on your wireless device) includes only lowercase letters and no spaces. If this is not the case, reset the wireless network name (SSID). (After this, redo the Setup Wizard.)
5. Make sure your router is configured to work in DHCP mode.
If above steps didn’t help, proceed to steps 6 & 7
6. Go to the Setup Wizard by clicking on the Setup button (right beneath the power button).
On the step for the wireless networks, can you see a list of the networks found in your area? Is your network is on the list?
If there are other networks on the list but you can’t find your own, the problem is either with your router or with the connection between the TV-Box and your router.
x. See if you can connect to a different network that was found in the list
xi. Upgrade the firmware of your router
7. If there is no list of networks found, try and connect your TV-box via LAN. This will indicate if the problem is connecting to the internet in general or only via the wireless option.
8. Restore to the TV-Box to default settings with the below instructions
1: Take out the electricity plug
2: Press the OK button on the Remote Control
3: Plug the electricity back in
4 When the TV-Box starts keeps the OK button pressed until LED start blinking
5: When the LED starts blinking press the numbers 888 on the remote control then press OK
6: The TV-Box will now restart
9. If none of the above have resolved the problem, send an email to customersupport@watchindia.tv with information about the troubleshooting that you have already done so that we can continue the process.
How do I fix the blank screen on my PC player?
Please follow the steps below. It is important to try and watch the service after each step to see if it has resolved the problem.
If you have been able to view our service in the past then, before starting any troubleshooting, please restart your computer. If restart doesn’t fix the problem, continue to the steps below.
Step 1:
Go to www.youtube.com & play a clip (any one).
If you are able to play the clip, proceed to step 2.
If you are unable to play the clip you do not have an internet connection.
Restart your router and check the video on You Tube again. If you are able to play the video, continue to step 2. If not – contact your ISP to restore internet connection.
Step 2:
1. Login to www.watchindia.tv
2. Toggle between the High Quality and Low Quality buttons on the player. Try with each of the quality streams. If only one of them works, please inform Customer Support.
Step 3:
Enable JavaScript:
JavaScript is a scripting language which enables Web authors to design interactive Web sites. If JavaScript is disabled in your Web browser some Web pages will not function properly. The link below will guide you through enabling JavaScript on your computer.
http://www.tranexp.com/win/JavaScript-enabling.htm
Step 4:
Go to Tools-> Internet Options -> click on Connections Tab.
Click on the LAN settings button and make sure that you are set for “Automatically detect settings”.
Step 5:
Enable Silverlight add-ons on your browser. This will also cause blank screen as not all components necessary for the player are in use.
On Internet explorer: Go to tools->”Manage Add-ons”->”Click on Microsoft silverlight and click Enable button - Try viewing again
On Firefox: Go to tools->Add-ons”->”Plugins-> Choose silverlight plugin and click Enable button.
Step 6:
If all of the above did not work there may be a problem with the connection between your network and our servers. Please go through the following steps and send the output to customersupport@watchindia.tv. Once Customer Support receives the information from you, the issue will be investigated further to check if you are connecting to our servers. As this is a process that may include escalation to our Networking Team, you can expect a reply from Customer Support within 72 hours.
To copy the results of the commands requested in steps e & f, the simplest way is to right click the top title bar and choose "edit"”and then "select all"; the whole window will be highlighted white. Again right click the top title bar and choose "edit"”and then "copy". The whole content of the window is now on the computer's clipboard and can be pasted into an email with clicking right click on the mouse and click paste.
i. Who is your ISP (internet service provider)?
ii. What is your connection speed? (Please use this link: http://www.yourspeedtest.net/ click on “begin test” on the bottom of the page and send us the result of the test report)
iii. What time did the problem occur and what is the time zone on the computer? (i.e. 21:39 NY time, this is so we can trace the logs on the server)
iv. What is your IP address? To find it, go to http://www.myipaddress.com/show-my-ip-address/
v. Nslookup Command:
a. Click on the Start button
b. Click on Run
c. In the window that appears, type in CMD
d. Another window (DOS window) will appear. In this window, type in:
nslookup liveasia.streamguys.net
e. Copy the results of the above command into your reply.
vi. Trace Route Command:
a. Click on the Start button
b. Click on Run
c. In the window that appears, type in CMD
d. Another window (DOS window) will appear. In this window, type in:
tracert liveasia.streamguys.net
vii. Gather information on packet transfer data:
a. Download WinMTR tool from : http://winmtr.net/download-winmtr/
b. From the list on this page, click on WinMTR-v092.zip
(If nothing appears, check the top of your browser to see if pop-ups are blocked. If they are, please enable pop-ups.)
c. Click “Open”
d. Double click the folder named “WinMTR-v092”
e. Double click the folder named “WinMTR_x32”
f. Double click the file WinMTR.exe
g. Copy and paste this link into the host field in the window that appears: liveasia.streamguys.net
Make sure that there are no spaces at the end of the link.
h. Click “Start” and wait for 2 minutes while the application gathers and processes data
i. Click “Stop" (after the 2 minutes wait)
j. Click “Copy Text to clipboard”
k. Paste into your email response (Ctrl + V)
I am getting error message code 100/101
The error message displayed on your screen indicates that the TV-Box isn’t connected to the internet.
To resolve this problem, please follow the steps below.
Step 1: Check the internet connection on your PC; go to www.youtube.com & play a clip (any one).
If you are able to play the clip, proceed to step 2.
If you are unable to go to the site and play the video, you do not have an internet connection.
Restart your router and check the video on You Tube again. If you are able to play the video, continue to step 2. If not – contact your ISP to restore internet connection.
Step 2: If you have connected your TV-Box via LAN, make sure that the Ethernet cable is plugged in properly to the router before proceeding.
If you are connecting with a wireless connection, connect the TV-Box via the Ethernet cable to your router, run the Setup Wizard & choose LAN on the Network Type page.
If you are able to complete the Setup Wizard & can reach the Lobby interface, the problem has been solved. For connecting via wireless, you should contact your router support/ISP.
If this has not resolved the problem, send us an email to customersupport@watchindia.tv & let us know which at step of the way you failed.
a. If you failed one of the Network Tests – which one?
b. If you continue to receive this error or a new one, please specify which error
c. If you experience neither of the above, yet you are still unable to complete the Setup Wizard, describe what the problem is as accurately as possible.
TV-Box doesn’t play video when I click on a channel
The troubleshooting steps below are intended for you if you are able to see the User Interface on your television set but cannot see the actual video stream. Please follow the troubleshooting steps below in order to resolve the issue.
Step 1: Check the internet connection on your PC; go to www.youtube.com & play a clip (any one).
If you are able to play the clip, proceed to step 2.
If you are unable to go to the site and play the video, you do not have an internet connection.
Restart your router and check the video on You Tube again. If you are able to play the video, continue to step 2. If not – contact your ISP to restore internet connection.
Step 2: Log in to our site and check if you can play the video stream on your computer.
Use the Username & password you chose upon signup to log in at www.watchindia.tv
If you can watch the stream from your computer, proceed to Step 3.
If you are not able to view the channels on your PC, please find further troubleshooting in the entry “My PC player shows a blank screen” (need to have a link here).
Step 3: If you have connected your TV-Box to your router via LAN, with the Ethernet cable, please let us know. Your case will be escalated to our Tier 2 Support team.
If you are viewing the service with a wireless connection, you may have a problem with your wireless connection strength which doesn’t allow the video stream to play.
Connect the TV-Box via the Ethernet cable to your router, run the Setup Wizard & choose LAN on the Network Type page.
Now check again to see if the video plays on your TV.
If this has resolved the problem, the issue is with the wireless connection only, due to low signal strength from the router. In order to resolve this, place a repeater in the vicinity of the TV-Box; this will enhance the signal strength from the router. (You can purchase the repeater at a computer appliance store.)
If these steps did not resolve the problem, please send us an email to customersupport@watchindia.tv and let us know so that we can escalate your case to our Tier 2 Support Team.
I am getting error "server not responding" on my TV screen
The error message that you see indicates that you aren’t connected to our servers.
In order to determine the reason for this, please follow the troubleshooting steps below.
Step 1: Check the internet connection on your PC; go to www.youtube.com & play a clip (any one).
If you are able to play the clip, proceed to step 2.
If you can’t play the video, you do not have an internet connection.
Restart your router and check the video on You Tube again. If you are able to play the video, continue to step 2. If not – contact your ISP to restore internet connection.
Step 2: Restart your TV-Box.
Step 3: If you continue to receive this error message, please contact Customer Support to troubleshoot further.
In your email, include information about the above troubleshooting that you have already done so that we have all the necessary information in order to continue troubleshooting the problem.
I don’t think that my TV-Box is working, my television screen stays blank
When you turn on the TV-Box, you should see a television icon indicating the powering up of the TV-Box. The next step will be a WatchIndia.TV logo with a message of loading.
If you do not see this, you should follow the steps below.
Step 1: Make sure that you have turned on the TV-Box with the switch (which is at the back of the device).
A red power light at the front of the TV-Box should light up. If you see this, proceed to Step 2.
If you do not see this light, there is a problem with the power.
First check if the power point you are using is working; try plugging the adaptor to a different power point in your home. (It doesn’t need to be near the TV since all you are checking is whether you are able to power up the device.)
If this is not the problem, connect an alternative adaptor to the TV-Box; make sure that the adaptor you use to check this is 12 Volt, 2 Amp.
Do you now see the power light indicator?
If the power is now working, make sure that all cables are plugged in correctly and check again if you can see a picture on your TV. If you still don’t see the power light, let us know.
Step 2: Make sure that your TV set is on and set to the proper output source (HDMI, component, composit, Svideo). Try cycling through different video inputs by pressing the button called “input” or “source” on your TV remote control or on your TV.
If it is, make sure that the RCA cables are connected properly – red to red, yellow to yellow, etc.
If yes, try the RCA cables with different AV ports on your television set.
Step 3: If you still can’t see any picture on the TV-Box, check the below steps & send us the information.
a. Can you play a video from www.youtube.com?
b. If not – restart your router & check again.
If you can play a video after restarting the router, it means that there was a problem with your internet previously. Try to view our service with the TV-Box once again and follow the steps here from the beginning if you still can’t view.
c. Photo of your TV-Box and a photo of the television screen, both when the TV-Box is turned on.
I am getting an error message on my screen, how do I fix this?
In order to resolve the problem, please send the following information to customersupport@watchindia.tv:
1. Is the error message on your PC or TV-Box?
2. What is the exact error message you are receiving?
Please send a screen shot/photo
3. Serial number & MAC address (if you are using a TV-Box)
4. Internet connection details:
o Are you connected to the internet with a wired or wireless connection?
o What type of internet connection are you using (ADSL/cable/other)?
o What is your internet speed?
5. Is this the 1st time that the error appears or did it happen before?
I don’t find all of my channels in the list on my TV-Box
Please send the following information to customersupport@watchindia.tv so that we can investigate the problem.
1. What channels are missing?
2. Are these channels missing on Live or VOD (or both)?
3. What is the serial number on your TV-Box?
4. What package are you subscribed to?