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Area of Concern

Suggested Checks/Resolution

Error N2024 on Edge browser / N2025

For the best viewing experience, please use Google Chrome.

N2009 / N2009 404 / N2009 504 / N2009 403 / N2007 / N2005/ 12646 / 102 / 1002 / A5002 / 12312/ PLB321 / PLB315 / PLA373/1102

Update your launcher to the latest version (5.0.29-innopia (6861) or later). Please see below for the step-by-step guide.

For TV+ Box users/TV+ mobile app/web: Please press the home button and try to playback again after a short while.

For TV+ Smart TV app users: Please press "retry" and try to playback again after a short while.

For iOS/Android mobile app users: An error has occurred while trying to stream the video. Please exit the player and try again. We recommend updating to the latest version to improve your streaming experience.

N2018 / 1007
“Max active session exceeded”

De-link one of the devices logged in on your account. Remove any of the linked devices with the following steps:

• Log in to starhubtvplus.com or the StarHub TV+ app.
• Go to "My Account" if you're on the web, or "More" if you're on StarHub TV+ app.
• Select "Device Management" and remove your desired device.
• Once successfully removed, simply log in with your new device and our system will link it automatically.

404 / BS9004
“Unable to connect with server”
“Unable to load asset, please try again later”.

Step 1: Please check your internet connection.

Step 2: TV+ Set-top Box users: Turn off and on your TV+ box.

Mobile App/Web users: Exit and launch your app/web browser again.

For the optimal viewing experience, make sure your TV+ app or set-top box is updated to the latest version and connect to high-speed internet (at least 10Mbps) when streaming.

StarHub Broadband is optimized for our StarHub TV+ set-top box. It can carry TV signals with the best quality of service regardless of network load and traffic. With StarHub Broadband and TV+, you’ll have a better way to view Premier League matches.

If you’re not subscribed to StarHub Broadband yet, check out our promotions with Premier League at starhub.com/premierleague.

N7203 / N7207
“Subscription to StarHub TV Go Value-Added Service and the relevant Channel / Pack is required”.

Step 1: Please check your internet connection.

Step 2: TV+ Set-top Box users: Turn off and on your TV+ box.

Mobile App/Web users: Exit and launch your app/web browser again.

If the issue persists, you may need to log out and log in again.

1100

"An error has occurred while trying to stream the video" Please exit the player and try again.

Please disable your VPN. StarHub TV+ is only supported in Singapore.

Area of Concern

Recommended Steps

No programme information is shown in TV Guide and Channel Information Bar for all channels on StarHub TV+ Box.

Update your launcher to the latest version (5.0.29-innopia (6861) or later). Please see the step-by-step guide.

If you’re already on version 5.0.29-innopia (6861) or later, please perform the steps below:

For TV+ Box users only:

Step 1: Go to My Account (head icon on the top right).

Step 2: Select “Preferences”.

Step 3: Select “Show Info Language” and press "OK".

Step 4: Select “中文” and press "OK".

Step 5: You will see the "Channel Setup and Data Synchronisation" screen. Wait for it to be completed.

Step 6: You can now switch the language back to English. Select “English” and press "OK". Wait for the Channel Setup and Data Synchronization process to be completed.

Step 7: TV Guide and Channel Information Bar should now be displaying the updated programme details. You will also be able to tune in to your TV channels.

Difficulties in streaming 4K matches on Ch 232.

To enjoy an optimal viewing experience for 4K matches on Ch 232, we recommend the following:

• A 4K TV which supports Ultra HD resolution, High Dynamic Range (HDR), and high refresh rate and response time.
• A StarHub TV+ Box or an Android Smart TV with a processor capable of decoding 4K video.
• Wired connection from your router to the StarHub TV+ Box or Android Smart TV.
• If a wired connection is not possible, we recommend a stable WiFi connection of at least 25Mbps.

Do note that most smartphones, tablets, laptops and computer monitors are not able to decode and display Ultra HD 4K videos natively.

• Blank screen with audio only
• If you are unable to view the 4K matches on Ch 232, you can still enjoy the simulcast matches in HD on your devices. For fixtures, please refer to starhub.com/pl-fixtures.

4K Channel (Ch 232) appears to have a darker colour profile.

To enjoy an optimal viewing experience for 4K matches on Ch 232, we recommend the following:

• A 4K TV that supports Ultra HD resolution, High Dynamic Range (HDR), and high refresh rate and response time.
• On your TV settings, ensure the High Dynamic Range (HDR) setting is selected.
• Ensure "4K" is selected for the resolution on your TV+ box.

My TV has an intermittent black screen when connected to the TV+ set-top box.

Please try any of the following:

1. Use the HDMI cable that came together with the TV+ set-top box.
2. Connect the cable to another HDMI port on the TV.
3. On your TV+ set-top box, go to Settings (gear icon) > Device Preferences > Inputs & Devices, and turn off HDMI control.
4. If you have a 4K TV: Turn on your TV+ set-top box, go to Settings > Device Preferences > Display, and select 1080i. If the issue still persists, select 720p to watch at a lower resolution.

Non-optimal video quality on TV+ set-top box.

1. Reboot your router/mesh routers.
2. If your TV+ set-top box is connected via WiFi, go to My Account (head icon) > STB (Set-top Box) Information > Network status, and check the frequency and RSSI (Received Signal Strength Indication) value. The recommended frequency is 5 GHz and the RSSI value should be from -20 to –57.

Suggestions to improve the RSSI value on your TV+ set-top box:

• Move the TV+ box closer to the router.
• Use wired connection for your TV+ box, if possible.
• If your home network uses a mesh setup, consider adding another node to the mesh.

Non-optimal video quality on devices such as:

• Mobile phone
• Tablet
• Smart TV app
• Web browser on laptop

Reboot your router/mesh routers.
Suggestions to improve network connection on these devices:

• Move the device closer to the router.
• Connect to 5 GHz connection where possible.
• If your home network uses a mesh setup, consider adding another node to the mesh.