AIRTV SUPPORT

AirTV Player Help and How-to's.

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AirTV Support & Setup

Remote Control Support & Setup

Setting OTA Channels

 Using Apps

Video Problems

 Audio Problems

AirTV Player Problems

 Remote Control Problems

Problems with Apps

 


AirTV Support & Setup

How to update the AirTV Firmware (Remote).

  • Press the Sling button on the remote to launch the Sling TV app.
  • Navigate to Device Settings from the bottom of the My TV screen.
  • Navigate to the Remote & Accessories ribbon and select the Remote tile.
  • Select Firmware Update.

How to update the AirTV Software (Player).

  • Press the Sling button on the remote to launch the Sling TV app.
  • Navigate to Device Settings from the bottom of the My TV screen.
  • Navigate to the Device ribbon and select the About tile.
  • Select System Update and check for updates and start the download for any necessary system updates.
  • Once the download is complete you will see the message Your system is up to date.

How to reset the AirTV Player to factory defaults.

  • Press the Sling button on the remote to launch the Sling TV app.
  • Navigate to Device Settings from the bottom of the My TV screen.
  • Select Storage & reset.
  • Select Factory data reset.
  • Confirm factory data reset.

How to change the menu language on the AirTV Player.

  • Press the Sling button on the remote to launch the Sling TV app.
  • Navigate to Device Settings from the bottom of the My TV screen.
  • Select the Language tile from the Preferences ribbon.
  • Set the Menu Language to the language of your preference.

How to enable closed-captioning.

  • Press the Sling button on the remote to launch the Sling TV app.
  • Navigate to Device Settings from the bottom of the My TV screen.
  • Select the Accessibility tile from the Preferences ribbon.
  • Select Captions.
  • Select Display.
  • Change Display to On.
  • If you want to turn closed-captions off, simply follow the above steps and change Display to Off.

 


Remote Control Support & Setup

How to pair the remote with the AirTV Player.

  • Press and hold the Remote button on the top of the AirTV Player for three (3) seconds until the pairing screen displays.
  • The searching for accessories screen will appear on screen.
  • When prompted, press and hold the Info and Guide buttons on the remote simultaneously until the remote beeps.
  • You can test the remote by pressing the Sling button on the top of the remote and seeing if the screen responds.

How to pair the remote with your TV.

  • Press the Sling button on the remote to launch the Sling TV app.
  • Navigate to Device Settings from the bottom of the My TV screen.
  • Navigate to the Remote & Accessories ribbon and select the Remote tile.
  • Select TV Setup.
  • The AirTV Player will auto-detect your TV. If auto-detect fails select Next and select your TV's brand.
  • Press Volume Up or Volume Down on the remote to verify that it is working.

How to pair the remote with your sound system.

  • Press the Sling button on the remote to launch the Sling TV app.
  • Navigate to Device Settings from the bottom of the My TV screen.
  • Navigate to the Remote & Accessories ribbon and select the Remote tile.
  • Select Audio Setup.
  • The AirTV Player will auto-detect the sound system. If auto-detect fails select Next and select your sound system’s brand.
  • Press Volume Up or Volume Down on the remote to verify that it is working.

How to pair a Bluetooth device.

  • Press and hold the Remote button on the top of the AirTV Player for three (3) seconds until the pairing screen displays.
  • The searching for accessories screen will appear on screen.
  • Follow the on screen prompts to complete pairing the device to the AirTV Player.

How to use voice search on your AirTV Player.

  • When searching within an App.
    • Hold down the microphone button on the remote.
    • Speak into the remote once the listening screen appears.
  • When searching on Google.
    • Hold down the Google button on the remote.
    • Speak into the remote once the listening screen appears.

Remote control user button guide. 

Power Button
If you've set up your remote to control your TV and/or external audio device, this button gives you one-touch power controls.
NOTE: If your AirTV Player, TV and audio device are out of sync, press and hold the Power button to turn everything off.

Sling Button
This is your Home button—press this any time to get back to the Sling TV app.
NOTE: If your AirTV Player, TV and audio device are out of sync, press and hold the Sling button to turn everything on at once.

Microphone Button
Activates search within any app, and lets you use your voice in apps that support voice search.

Info Button
Gives you info for the show you've selected or are watching within the Sling TV app.

Heart Button
Brings up all your favorite shows and channels for quick and easy access.

Guide Button
Takes you directly to your Sling TV guide, no matter what screen you're on.

Volume Up/Down and Mute Buttons
Help you control the volume of any connected TV or external audio device.

Directional Pad and OK Button
These help you navigate and select content in various menus. You can also press the OK button during video playback to bring up playback controls.

Back Button
Helps you get back to the menu or screen you were just looking at.

Play/Pause Button
Gives you quick and easy play/pause control for whatever you're watching.

Recall Button
Switch between the last shows you were watching within the Sling TV app.

Diamond Button
Takes you to the Android home screen where you can access your apps or download new ones. 

Netflix Button
Gives you one-touch access to the Netflix app.

Google Button
Helps you find what you're looking for using Google search. Simply speak into the remote to begin searching.

 


Setting OTA Channels

How to scan for OTA channels.

  • Make sure that you the OTA antenna is connected to the AirTV Player using the AirTV Adapter.
  • Press the Sling button on the remote to launch the Sling TV app.
  • Select the Sling TV Settings icon from the bottom of the My TV screen.
  • Select Over The Air Channels.
  • If this is your first time to set up OTA channels, click the Setup button. If you are wanting to re-scan to find more channels, click the Re-scan button.
  • Follow on screen directions.
  • Enter your zip code when prompted. This is the zip code where the AirTV Player is located.
  • When asked if you want to “Rerun channel setup?” select Continue.
  • The scan will start automatically and may take several minutes. When it is finished select Done.
  • You will get a Setup Successful pop-up letting you know you are all set. Press OK.

How to add OTA channels to My Channels (Favorites).

  • Press the Sling button on the remote to launch the Sling TV app.
  • Scroll down to the My Channels ribbon and click the Add button.
  • All of the available Local and Sling TV (if subscribed to) channels will appear. From here you can add any channel you want by selecting it, and a check mark will appear in the upper right-hand corner to let you know that it is successfully added.
  • Once you've chosen all of your favorite channels, hit the Back button on the remote and the channels will appear in My Channels on the My TV screen

How to see what’s showing live on the OTA channel guide.

  • Press the Sling button on the remote to launch the Sling TV app.
  • Click the Guide link at the top of the screen.
  • The guide will show you all the available channels and what is currently showing. This is just like a traditional interactive program guide that you would get from a cable TV provider.
  • You can switch from Grid view (traditional) to Channel view (modern app view) depending on your preference.

 


Using Apps

How to sign in to the Google Play Store.

  • Press the Sling button on the remote to launch the Sling TV app.
  • Select the Apps icon from the bottom of the My TV screen.
  • Navigate to the Google Play Store app from the bottom of the Sling TV Menu.
  • If this is your first time accessing the Google Play Store you will be prompted to log in to your Google Account.
  • If NTS set up this account for you, the information will be in the notes of the order. If you are using a Google Account that you previously set up, you will use that to log in.
  • Select the app you want to download and follow the on-screen instructions to download.

How to download free apps from the Google Play Store.

  • Press the Sling button on the remote to launch the Sling TV app.
  • Select the Apps icon from the bottom of the My TV screen.
  • Select the Google Play Store app from the string of apps at the bottom of the screen.
  • Search for an app. You can do this by either voice search or text search.
  • Select the app and follow the on-screen instructions to download.

How to download paid apps from the Google Play Store.

  • Press the Sling button on the remote to launch the Sling TV app.
  • Select the Apps icon from the bottom of the My TV screen.
  • Select the Google Play Store app from the string of apps at the bottom of the screen.
  • Search for an app. You can do this by either voice search or text search.
  • Select the app and follow the on-screen instructions to download.
  • If the customer has not set up a credit card for purchases, they will need to log into the Google Play Store from their home (computer, tablet or smartphone) and enter a credit card number.
    • Go to https://play.google.com.
    • Log into their Google Account.
    • Click the Account link.
    • Click Add credit or debit card.
    • Once a credit card is entered here, they will be able to purchase and download paid apps from the Google Play Store on the AirTV Player.

How to force close apps.

  • Press the Sling button on the remote to launch the Sling TV app.
  • Navigate to Device Settings from the bottom of the My TV screen.
  • Select the Apps tile from the device ribbon.
  • Select the App.
  • Select Force Stop.
  • Confirm Force Stop by pressing OK.

 


Video Problems

Some of my OTA channels are missing and are no longer available.

  • Make sure the AirTV Adapter is plugged into the back of the AirTV Player.
  • Make sure the OTA Antenna is connected to the AirTV Adapter.
  • Reposition your OTA Antenna. You can try to move your OTA antenna higher in the room and closer to a window to increase signal strength.
  • Re-Scan for local channels. You should first view the channels that should be available to you at https://www.fcc.gov/media/engineering/dtvmaps.
    • Make sure that you have connected your OTA antenna to your AirTV Player using the AirTV Adapter.
    • Press the Sling button on the remote to launch the Sling TV app.
    • Scroll to the bottom of the My TV screen and select Sling TV Settings.
    • Scroll down to Local Channels and select Setup.
    • Follow on screen prompt to set up your sources.
    • Select USB Tuner TV Input.
    • Select Continue.
    • Select Antenna.
    • Allow the channel scan to finish (may take up to 10 minutes).
    • Select Done.
    • You will get a Setup Successful pop-up letting you know you are all set.
  • Reset your AirTV Player by unplugging it from the electrical outlet for 10 seconds and then plugging it back in. The reset process may take up to 5 minutes to complete.

My video/audio/menu is distorted when watching OTA local channels.

  • Check if both Menus and Video are distorted.
    • If both Menus and Video are distorted:
      • Make sure the wiring (HMDI cable) between your AirTV Player and TV is secure. If any other equipment is connected between the TV and AirTV Player, make sure these connections are secure as well.
      • Make sure the software on your AirTV Player is up-to-date.
        • Navigate to Device Settings from the bottom of the My TV screen.
        • Select the About tile from the device ribbon.
        • Select System Update and check for updates and start the download for any necessary system updates.
        • Once the download is complete you will see the message Your system is up to date.
      • Reset your AirTV Player by unplugging it from the electrical outlet for 10 seconds and then plugging it back in. The reset process may take up to 5 minutes to complete.
    • If only Video is distorted:
      • Make sure the AirTV Adapter is plugged into the back of the AirTV Player.
      • Make sure the OTA Antenna is connected to the AirTV Adapter.
      • Reposition your OTA Antenna. You can try to move your OTA antenna higher in the room and closer to a window to increase signal strength.
      • Force close the app:
        • Navigate to Device Settings from the bottom of the My TV screen.
        • Select the Apps tile from the device ribbon.
        • Select the App.
        • Select Force Stop.
        • Confirm Force Stop by pressing OK.
      • Make sure the software on your AirTV Player is up-to-date.
        • Navigate to Device Settings from the bottom of the My TV screen.
        • Select the About tile from the device ribbon.
        • Select System Update and check for updates and start the download for any necessary system updates.
        • Once the download is complete you will see the message Your system is up to date.
      • Reset your AirTV Player by unplugging it from the electrical outlet for 10 seconds and then plugging it back in. The reset process may take up to 5 minutes to complete.

I get a black screen when I try to watch video. I don’t see a picture on my TV.

  • Check if Menus display by pressing the diamond button on your AirTV remote.
    • If the AirTV Menu is not displaying:
      • Make sure your AirTV Player is powered on by pressing the power button on your AirTV remote.
        • If the light on your AirTV Player won’t come on:
          • Make sure the power cord is connected securely on the back of the AirTV Player and the electrical outlet.
          • Reset your AirTV Player by unplugging it from the electrical outlet for 10 seconds and then plugging it back in. The reset process may take up to 5 minutes to complete.
          • Plug another device into the same electrical outlet that the AirTV Player was plugged into. If the other device does not work in the same outlet, try plugging the AirTV Player into a different outlet.
        • If the light on your AirTV Player is on:
          • Make sure your TV is powered on. If the light on your TV is off, attempt to power on the TV.
          • Cycle through your TV's HDMI inputs using your TV remote to make sure your TV is on the correct input.
          • Make sure the wiring (HMDI cable) between your AirTV Player and TV is secure. If any other equipment is connected between the TV and AirTV Player, make sure these connections are secure as well.
          • Reset your AirTV Player by unplugging it from the electrical outlet for 10 seconds and then plugging it back in. The reset process may take up to 5 minutes to complete.
    • If the AirTV Menu is displaying:
      • Close and relaunch the app:
        • Navigate to Device Settings from the bottom of the My TV screen.
        • Select the Apps tile from the device ribbon.
        • Select the App.
        • Select Force Stop.
        • Confirm Force Stop by pressing OK.
        • Go back to the AirTV Menu and relaunch the app.
      • Make sure the software on your AirTV Player is up-to-date.
        • Navigate to Device Settings from the bottom of the My TV screen.
        • Select the About tile from the device ribbon.
        • Select System Update and check for updates and start the download for any necessary system updates.
        • Once the download is complete you will see the message Your system is up to date.
      • Reset your AirTV Player by unplugging it from the electrical outlet for 10 seconds and then plugging it back in. The reset process may take up to 5 minutes to complete.

Video is constantly buffering or is frozen and not buffering.

  • Close and relaunch the app:
    • Navigate to Device Settings from the bottom of the My TV screen.
    • Select the Apps tile from the device ribbon.
    • Select the App.
    • Select Force Stop.
    • Confirm Force Stop by pressing OK.
  • Make sure the software on your AirTV Player is up-to-date.
    • Navigate to Device Settings from the bottom of the My TV screen.
    • Select the About tile from the device ribbon.
    • Select System Update and check for updates and start the download for any necessary system updates.
    • Once the download is complete you will see the message Your system is up to date.
  • Reset your AirTV Player by unplugging it from the electrical outlet for 10 seconds and then plugging it back in. The reset process may take up to 5 minutes to complete.

 


Audio Problems

I can’t hear audio, or the audio is distorted or too low to comfortably hear while watching video or when using a Bluetooth device such as headphones or speakers.

  • Make sure that audio is working through your TV speakers. If audio is not working through your TV speakers:
    • Make sure the volume is turned up enough by pressing the mute and volume up buttons on your AirTV remote.
    • Close and then relaunch the app.
    • If the app is non-responsive, Force Close the app.
      • To Force Close a non-responsive app, navigate to Device Settings from the bottom of the My TV screen.
      • Select the Apps tile from the device ribbon.
      • Select the App.
      • Select Force Stop.
      • Confirm Force Stop by pressing OK.
    • Make sure the HDMI cable between your AirTV Player and TV is connected and secured, as well as any other equipment that is connected between the TV and AirTV Player.
    • Make sure the software on your AirTV player is up-to-date:
      • Navigate to Device Settings from the bottom of the My TV screen.
      • Select the About tile from the device ribbon.
      • Select System Update and check for updates and start the download for any necessary system updates.
      • Once the download is complete you will see the message Your system is up to date.
  • Re-pair the Bluetooth device to Your AirTV Player.
    • Press and hold the Remote button on the top of the AirTV Player until the pairing screen displays.
    • The Searching for accessories screen will appear on screen. Follow the on screen prompts to complete pairing the device to the AirTV Player.
  • Reset your AirTV Player by unplugging it from the electrical outlet for 10 seconds and then plugging it back in. The reset process may take up to 5 minutes to complete.
  • Re-pair the Bluetooth device to Your AirTV Player again.
    • Press and hold the Remote button on the top of the AirTV Player until the pairing screen displays.
    • The Searching for accessories screen will appear on screen. Follow the on screen prompts to complete pairing the device to the AirTV Player.
  • Try pairing another Bluetooth device to the AirTV Player to see if it has the same issue. If it does, you may need to contact the manufacturer of your original Bluetooth audio device to troubleshoot it.

The audio on an app is in a different language.

  • Make sure the software on your AirTV player is up-to-date:
    • Navigate to Device Settings from the bottom of the My TV screen.
    • Select the About tile from the device ribbon.
    • Select System Update and check for updates and start the download for any necessary system updates.
    • Once the download is complete you will see the message Your system is up to date.
  • Reset your AirTV Player by unplugging it from the electrical outlet for 10 seconds and then plugging it back in. The reset process may take up to 5 minutes to complete.

 


AirTV Player Problems

My Bluetooth device won’t pair with the AirTV Player.

  • Re-pair the Bluetooth device to Your AirTV Player again.
    • Press and hold the Remote button on the top of the AirTV Player until the pairing screen displays.
    • The Searching for accessories screen will appear on screen. Follow the on screen prompts to complete pairing the device to the AirTV Player.
  • Make sure the software on your AirTV player is up-to-date:
    • Navigate to Device Settings from the bottom of the My TV screen.
    • Select the About tile from the device ribbon.
    • Select System Update and check for updates and start the download for any necessary system updates.
    • Once the download is complete you will see the message Your system is up to date.
  • Reset your AirTV Player by unplugging it from the electrical outlet for 10 seconds and then plugging it back in. The reset process may take up to 5 minutes to complete.
  • Re-pair the Bluetooth device to Your AirTV Player again.
    • Press and hold the Remote button on the top of the AirTV Player until the pairing screen displays.
    • The Searching for accessories screen will appear on screen. Follow the on screen prompts to complete pairing the device to the AirTV Player.
  • Try pairing another Bluetooth device to the AirTV Player to see if it has the same issue. If it does, you may need to contact the manufacturer of your original Bluetooth audio device to troubleshoot it.

My AirTV Player won't connect to the internet using Wifi.

  • Try connecting another device to your Internet using Wifi to check if it is an issue with the AirTV Player or the Wifi network.
  • Try to connect, or reconnect, your AirTV Player to a wireless network.
    • Navigate to Device Settings from the bottom of the My TV screen.
    • Select the Network tile from the device ribbon.
    • Select WiFi.
    • Select the desired network from the Available Networks list.
    • If your wireless network requires a password, enter the password and select Next.
    • Wifi will show as connected.
  • Reset your AirTV Player by unplugging it from the electrical outlet for 10 seconds and then plugging it back in. The reset process may take up to 5 minutes to complete.
  • Try connecting your AirTV Player to a wireless network again.

My AirTV Player won't connect to the internet using an Ethernet Cable.

  • Try connecting another device to your Internet using the Ethernet cable to check if it is an issue with the AirTV Player or the Internet network.
  • Make sure the wiring between the AirTV Player and your modem/router is connected and secure.
  • Reset your AirTV Player by unplugging it from the electrical outlet for 10 seconds and then plugging it back in. The reset process may take up to 5 minutes to complete.

My AirTV Player won't turn on.

  • Make sure the power cord is connected securely on the back of the AirTV Player and the electrical outlet.
  • Reset your AirTV Player by unplugging it from the electrical outlet for 10 seconds and then plugging it back in. The reset process may take up to 5 minutes to complete.
  • Plug another device into the same electrical outlet that the AirTV Player was plugged into. If the other device does not work in the same outlet, try plugging the AirTV Player into a different outlet.

My AirTV Player is too hot while running.

  • Try moving your AirTV Player so that it is at least 4 inches away from other electronic devices and has enough room for airflow. After moving the AirTV Player, allow an hour for the AirTV Player to reach a cooler operating temperature.
  • Make sure the software on your AirTV player is up-to-date:
    • Navigate to Device Settings from the bottom of the My TV screen.
    • Select the About tile from the device ribbon.
    • Select System Update and check for updates and start the download for any necessary system updates.
    • Once the download is complete you will see the message Your system is up to date.

Closed captions aren’t displaying.

  • Make sure Closed Captioning is turned on.
    • Navigate to Device Settings from the bottom of the My TV screen.
    • Select the Accessibility tile from the Preferences ribbon.
    • Select Captions.
    • Select Display.
  • Change Display to On.
    • Make sure the software on your AirTV player is up-to-date:
    • Navigate to Device Settings from the bottom of the My TV screen.
    • Select the About tile from the device ribbon.
    • Select System Update and check for updates and start the download for any necessary system updates.
  • Once the download is complete you will see the message Your system is up to date.

My menus are in a different language.

  • Make sure the Menu Language Setting on Your AirTV Player is set to your preferred language.
    • Navigate to Device Settings from the bottom of the My TV screen.
    • Select the Language tile from the Preferences ribbon.
    • Set the Menu Language to the language of your preference.
  • Make sure the software on your AirTV player is up-to-date:
    • Navigate to Device Settings from the bottom of the My TV screen.
    • Select the About tile from the device ribbon.
    • Select System Update and check for updates and start the download for any necessary system updates.
    • Once the download is complete you will see the message Your system is up to date.

 


Remote Control Problems

My remote isn’t working.

  • Re-pair your AirTV Remote to your AirTV Player.
    • Press and hold the Remote button on the top of the AirTV Player for three (3) seconds until the pairing screen displays.
    • The searching for accessories screen will appear on screen.
    • Press and hold the Info and Guide buttons on the remote simultaneously until the remote beeps.
    • Wait until the remote name appears on the screen.
    • Test the remote by pressing the Sling Button on the top of the remote and seeing if the screen responds.
  • Make sure your remote batteries are fresh and have been replaced in the last 180 days.
  • Reset your AirTV Player by unplugging it from the electrical outlet for 10 seconds and then plugging it back in. The reset process may take up to 5 minutes to complete.

My AirTV Player responds slowly to my remote.

  • Make sure your remote batteries are fresh and have been replaced in the last 180 days.
  • Make sure the software on your AirTV player is up-to-date:
    • Navigate to Device Settings from the bottom of the My TV screen.
    • Select the About tile from the device ribbon.
    • Select System Update and check for updates and start the download for any necessary system updates.
    • Once the download is complete you will see the message Your system is up to date.
  • Make sure the firmware on your AirTV Remote is up-to-date:
    • Navigate to Device Settings from the bottom of the My TV screen.
    • Navigate to the Remote & Accessories ribbon and select the Remote tile.
    • Select Firmware Update.
  • Reset your AirTV Player by unplugging it from the electrical outlet for 10 seconds and then plugging it back in. The reset process may take up to 5 minutes to complete.

 


Problems with Apps

An app is closing on its own.

  • Make sure the software on your AirTV player is up-to-date:
    • Navigate to Device Settings from the bottom of the My TV screen.
    • Select the About tile from the device ribbon.
    • Select System Update and check for updates and start the download for any necessary system updates.
    • Once the download is complete you will see the message Your system is up to date.
  • Reset your AirTV Player by unplugging it from the electrical outlet for 10 seconds and then plugging it back in. The reset process may take up to 5 minutes to complete.

An app is frozen.

  • If the app is non-responsive, Force Close the app.
    • To Force Close a non-responsive app, navigate to Device Settings from the bottom of the My TV screen.
    • Select the Apps tile from the device ribbon.
    • Select the App.
    • Select Force Stop.
    • Confirm Force Stop by pressing OK.
  • Make sure the software on your AirTV player is up-to-date:
    • Navigate to Device Settings from the bottom of the My TV screen.
    • Select the About tile from the device ribbon.
    • Select System Update and check for updates and start the download for any necessary system updates.
    • Once the download is complete you will see the message Your system is up to date.
  • Reset your AirTV Player by unplugging it from the electrical outlet for 10 seconds and then plugging it back in. The reset process may take up to 5 minutes to complete.