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Premier League Troubleshooting

Important Update: TV+ Set-Top Box or TV+ Pro Software Update FAQ


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1
What software versions should my TV+ set-top box or TV+ Pro be running and how do I check the versions?


For TV+ Set-Top Box

Please ensure that your TV+ set-top box is updated to the following version:

  • App Version: 4.619.311

To check the TV+ app version:

  • Switch on your TV+ set-top box, navigate to Settings.
  • Select About App


For TV+ Pro

Please ensure that your StarHub TV+ Pro box is updated to the following firmware version:

App Version : 16.1.16


To check the TV+ app version:

  • Switch on your StarHub TV + Pro, navigate to Settings.
  • Select System > More Settings > Device Preferences > About
  • Check that the Android TV OS build is showing UTT1.260505.001.16.1.16

2
How do I update my TV+ set-top box?


Follow these simple steps:

  1. Power OFF and ON the TV+ set-top box from the main power supply.
  2. Navigate to Settings (gear icon).
  3. Select System and Select More Settings.

Picture3_1787278412745

Picture4_1787278412607


4.Select Device Preferences and select About

 Picture9_1787278639064

Picture10_1787278638964


5. Select System Update followed by Check for update

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Picture12_1787278793107


6. Follow the on-screen instructions to complete the update process.


3
How do I update my TV+ Pro?


Follow these simple steps:

1. Power OFF and ON the TV+ Pro from the main power supply.
2. Navigate to Settings (gear icon).
3. Select System > More Settings.
4. Select Device Preferences > About.
5. Select System Update > Check for update.
6. Follow the on-screen instructions to complete the update process.


4
What should I do if the update is unsuccessful?

If the update fails to complete, your set-top box may not have enough free storage space. Try the following steps to clear space and retry.

1.    Uninstall any unused or unwanted apps from your set-top box to free up space.
2.    Go back to Settings > System > More Settings > Device Preferences > About > System Update > Check for update.
3.    Retry the software update.


5
What should I do if the firmware upgrade still fails?

If the update continues to fail after freeing up storage space, perform a Factory Reset on your TV+ set-top box.

Important Warning: Performing a factory reset will permanently erase all internal storage, including your Google Account, downloaded apps, and custom set-top box settings.

Before you begin: Ensure you have your Hub iD and password, as you will need to log back in once the process is complete.

How to perform a Factory Reset:

1.    Switch on your TV+ set-top box and navigate to Settings (gear icon).
2.    Select System > More Settings.
3.    Select Device Preferences > About.
4.    Select Factory Reset and confirm your selection.


After the Reset:
Once the factory reset completes and your set-top box restarts, you will need to:

  • Re-pair your remote control by following the on-screen prompts.
  • Reconnect to your Wi-Fi network (this step is skipped automatically if you are using a wired Ethernet connection).
  • Sign back in using your Hub iD and password.

6
How do I verify that my update was successful?

After the update finishes, you can check your device's current software version under your set-top box Settings menu.

For TV+ Set-Top Box
Confirm that your device displays: App Version: 4.619.311.

For TV+ Pro
Android TV OS build is showing UTT1.260505.001.16.1.16


7
What happens if I do not update my TV+ set-top box?

If you do not update your TV+ set-top box by 31 July 2026, you will not be able to stream your StarHub TV+ content until your software is updated to the required version (4.619.311).


8
Where can I get help if I am unable to update my set-top box?

If you continue to experience issues after attempting the troubleshooting steps above, you may visit our StarHub Shops for an 1-1 exchange.




General

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1
I am unable to watch Premier League matches via StarHub TV+ app even though I had already subscribed to Premier+. What should I do?

Please log out and log in again with your Hub iD on your TV+ app. If the issue persists, you can reinstall the StarHub TV+ app.

To log out:

  • For mobile app users: Select "More" located on the bottom right, then select "Log off", and log in again with your Hub iD.
  • For Smart TV app users: Select settings (gear icon) on the top, then select StarHub TV+ App followed by "Logout", and log in again with your Hub iD.

2
An error code popped up on my screen while watching on Premier League on TV+. What should I do?

Seeing an error message on your screen? Check this table for steps that may help resolve the issue:

Area of ConcernSuggested Checks/Resolution
Error 815/ Error 817

For TV+ Box users:

Follow these simple steps:

1. Power OFF and ON the TV+ set-top box from the main power supply. 
2. Navigate to Settings (gear icon). 
3. Select System and Select More Settings 
4. Select Device Preferences and select About
5. Select System Update followed by Check for update
6. Follow the on-screen instructions to complete the update process.


If the update fails to complete, your set-top box may not have enough free storage space. Try the following steps to clear space and retry.

1.    Uninstall any unused or unwanted apps from your set-top box to free up space.
2.    Go back to Settings > System > More Settings > Device Preferences > About > System Update > Check for update.
3.    Retry the software update.


If the update continues to fail after freeing up storage space, perform a Factory Reset on your TV+ set-top box. 

Important Warning: Performing a factory reset will permanently erase all internal storage, including your Google Account, downloaded apps, and custom set-top box settings.

Before you begin: Ensure you have your Hub iD and password, as you will need to log back in once the process is complete.


How to perform a Factory Reset:

1.    Switch on your TV+ set-top box and navigate to Settings (gear icon).
2.    Select System > More Settings.
3.    Select Device Preferences > About.
4.    Select Factory Reset and confirm your selection.


After the Reset:
Once the factory reset completes and your set-top box restarts, you will need to:

•    Re-pair your remote control by following the on-screen prompts.
•    Reconnect to your Wi-Fi network (this step is skipped automatically if you are using a wired Ethernet connection).
•    Sign back in using your Hub iD and password.


For iOS mobile app user:

Please exit the player and update the StarHub TV+ app to the latest version in AppStore. 

For Android mobile app user: 

Please exit the player and update the StarHub TV+ app to the latest version in Google PlayStore

Error 3016For the best viewing experience, please use Google Chrome.

NAV-501A-UFI

Update your launcher to the latest version. 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. 

PLA/PLB- 212A/1352G-NAG/ 6007 

(You have exceeded the max number of concurrent streams allowed. Please close one of your streaming sessions and try again.)

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

  • Log in to the StarHub TV+ app.
  • Go to "More" on StarHub TV+ app.
  • Select "Gear icon" on the top right hand corner and 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.

NAV-800/ PLA/PLB-501-NAG/ PLA/PLB-1A-NAG/  PLA/PLB-1D-NAG/ PLA/PLB-1361-NAG/ PLA/PLB 010

Step 1: Please check your internet connection.

Step 2: TV+ Set-top Box users: Switch your ONT/ONR, Router and the TV+ set-top box. In the same sequence, turn on one by one in the order of 2-minutes interval to retry.
 
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.

PLB-315 / NAV501-UFI

"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.

New Android/iOS Mobile app auto log out of the app.

Update your TV+ app to the latest version and log in again.

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 Wi-Fi 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 Wi-Fi, 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.

3
How can I identify which of my TV Subscription ID has the Premier League subscription if I have multiple subscriptions?

Log in to StarHub app with your Hub iD, select TV, and then check your TV plans to locate the plan with Premier+/Premier Pack. The corresponding Subscription ID will be reflected within.


4
I have forgotten my Hub iD or Hub iD password. How do I reset my password on StarHub TV+ app/web?

If you forgot your Hub iD or password, you could reset them here. Just tap “Forgot your Hub iD” or “Forgot your Password” and follow the steps.


5
What is the recommended TV+ setup for the best streaming experience?

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.


6
How do I update my TV+ App on my StarHub TV+ Box, StarHub TV+ Pro or Android TV to the latest version?

For the best viewing experience, ensure your TV+ App on your StarHub TV+ Pro or your Android TV is on the latest version!

For StarHub TV+ Pro or Android TV
Ensure you are signed in with your Google account and check that your TV+ app is updated to the latest version via the Google Play Store.

For StarHub TV+ Box
Your TV+ app on your StarHub TV+ Box will be automatically updated to the latest version upon launching. No action is required from you.


7
What is the latest StarHub TV+ version?

Here's the latest StarHub TV+ version for every viewing device, with steps for you to follow and ensure you are ready for the new season!

Viewing DeviceSoftware TypeLatest VersionHow to Check

Android Mobile and/or Tablet

StarHub TV+ App

6.472.874 or later

  1. Launch the StarHub TV+ app.
  2. Go to "More".
  3. Select “Settings” (gear icon) at the top.
  4. Scroll to the bottom,  select “Info” and refer to App Version.

Or

  1. Launch Google Play and search for StarHub TV+ app.
  2. If there is a new version available, the "Update" button will be displayed.

iPhone and/or iPad

StarHub TV+ App

6.472.834 or later 

  1. Launch the StarHub TV+ app.
  2. Go to "More".
  3. Select “Settings” (gear icon) at the top.
  4. Scroll to the bottom, select “Info” and refer to App Version.

Or

  1. Launch App Store and search for StarHub TV+ app.
  2. If there is a new version available, the "Update" button will be displayed.

StarHub TV+ Box
(White)


Firmware

12.12.2 or later 

1. Go to Android TV Settings (Gear Icon).
2. Go to "Device Preferences".
3. Go to "About".
4. Scroll down and refer to "Firmware version".
4. To update, go to "System Update" and press "OK".

StarHub TV+ App

v4.619.319 or later

1. Go to My Account (Profile Icon).
2. Go to "Software Update".
3. If there is a new version available, the "Update" button will be displayed.

StarHub TV+ Pro
(with B&O speakers)


Firmware

16.1.16 or later

1. Go to Settings (Gear Icon).
2. Go to “System”.
3. Go to “More Settings”.
4. Go to “Device Preferences”.
5. Go to “About”.
6. Scroll down and refer to “Firmware Version”.
7. To update, go to “System Update” and press “OK”.

StarHub TV+ App

v4.619.319 or later

1. Launch Google Play from Apps and Games.
2. Search for StarHub TV+ app
3. If there is a new version available, the "Update" button will be displayed.

Smart TV
(Android TV OS)

StarHub TV+ App

v4.619.319 or later

1. Launch Google Play and search for StarHub TV+ app.
2. If there is a new version available, the "Update" button will be displayed.

Smart TV
(Tizen OS)

StarHub TV+ App

6.10.5 or later

1. Go to "Home".
2. Go to "Apps".
3. Go to "Downloaded App" and select StarHub TV+ app.
4. Long-press on the Remote Control and select "View Details".
5. If there is a new version available, the "Update" button will be displayed.