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CoreBOX Troubleshooting

Having problems with your CoreBOX or CoreBOX 2? Please work through the appropriate steps below before contacting support.

NOTE: We will not support add-ons other than those installed on the CoreBOX when you receive it. If you install additional addons from the current repositories or 3rd-party repositories/downloads and encounter functionality issues with add-ons or the CoreBOX in general, the sole remedy is to restore the CoreBOX to its original state at the time it was shipped to you. Performing a “Reset to defaults” from the system menu WILL NOT restore the CoreBOX to its original state. Contact support for a download link and instructions for restoring your CoreBOX.

Device will not power on

  • Ensure the remote has fresh batteries and they are inserted/seated correctly.
  • Disconnect the power cord from the device momentarily, then plug it back in.

Disconnected from WiFi

Note: The CoreBOX may lose its Wi-Fi connection if it’s been idle (with no streaming or network activity) for a long time. Follow the steps below:

  • Toggle WiFi:
    • From the home page, click on “System” (Gear icon)
    • Scroll down to “Network”
    • Under “Wireless Networks”, highlight the “Active” toggle and press “OK” to disable WiFi (the toggle will move to the left and become gray).
    • Wait a few seconds, then click “Active” to toggle WiFi back on.
    • Scroll down to “Connections” and verify that your WiFi network has the status “Online” and shows an IP address from your home network.
  • Verify the function of your home router and WiFi credentials:
    • Connect to your home router with a phone, laptop, or some other WiFi-capable device to verify your credentials work, and you can access the Internet.
  • Reboot or power cycle the CoreBOX:
    • Press and release the power button on the remote to shut down the CoreBOX. The shutdown process may take up to 30 seconds.
    • Wait 10-15 seconds, then press and release the CoreBOX remote’s power button to start the CoreBOX.
      • If it does not respond to the power button, unplug the power adapter from the back of the CoreBOX, wait a few seconds, and then plug it back in again. It should begin booting up immediately.
    • Allow it to boot completely, then check the WiFi connection again.
  • Change WiFi from “DHCP” to “Manual”:
    • Verify that the CoreBOX is connected to your WiFi network and online (see above).
    • Highlight your wifi connection and press “OK.”
    • Highlight “Connection Type” and press “OK.”
    • Select “Manual” and press “OK”.
    • Navigate to “Save” using the side arrow and press “OK.”
    • Note: Check your home router settings for a function to reserve IP addresses (usually called “Address Reservation” or something similar). If it exists, reserve the IP address associated with your CoreBOX.

“One or more items failed to play / Playback failed.”

  • Verify network connectivity:
    • Follow the steps above to ensure that your CoreBOX has an active connection to your WiFi network with a valid IP address assigned. If you use an Ethernet (wired) connection, ensure the cable is snapped into the port at both ends and shows a link light at your switch or router.
    • Check your router settings to ensure the IP address assigned to the CoreBOX shows as active/online at the router and is not restricted or blocked in any way.
  • Update your Live TV channels and program guide: If you only receive the ‘failed to play’ message when attempting to watch selected TV channels, your channel list is probably outdated. Follow the guide for your CoreBOX or CoreBOX 2 to force a manual refresh of Live TV content.

“Module error / Script failed”

  • Reboot the CoreBOX: see above for methods to reboot or power cycle the CoreBOX
  • Contact support: copy down the error message or take a picture and use our support form to open a case.

YouTube / an add-on that uses YouTube is asking for API key

You Performed a “Reset to Defaults” and now everything is gone

  • Contact support: see the paragraph at the top of this page and contact support for a restoration link and instructions

“Widevine Installation/Update” Message

  • The content you are trying to play requires CoreBOX to download content licensing management software. Accept the prompt to proceed with the installation/update. The process will take ten minutes or more, during which you may need to accept a prompt or two – nothing else is required of you. Once the installation is complete, you may continue playing the desired content (if you get a “playback failed” message after Widevine installation has finished, press “Ok” to clear the dialog and launch the content again).