Have Trouble With Our Services?

STEP 1

Ensure that your account status is active. You could be an inactive subscriber if :

• You have not paid your bills. For billing enquiry :
  • SMS: ASTRO<space>BAL<space>10-digit Astro Account Number and send to 66688 (Eg: ASTRO BAL 08XXXXXXXX)
  • Log on to Astro Self Service portal
• Your decoder has been turned off for a long period of time. Please contact customer service at 03-9543 3838 to reactivate your box

STEP 2

Verify that your Smart Card number & decoder / decoder* serial number (located on your decoder) match the details in STB DIAGNOSTICS 

* Set Top Box is the technical term for decoders and will be written as such on your TV screen

STEP 3

Pull out smartcard slightly and check the error message:

• If the error message is "Service currently not available" (SCNA), refer to SCNA Basic Trouble Shooting page.
• If the error message is "Please ensure that your Astro Smart Card is fully inserted (S1)", proceed with Step 4

STEP 4

Please ensure decoder is updated with the latest software version

Decoder Type	Software Version
DMT5 PVR	8.0.7.48.02 MAY 04 2016
Byond	8.0.7.47.02 APR 21 2016

Step By Step : STB Diagnostic (To check software version)
1. Press HOME button on your remote control.

** If there's no response from pressing HOME, pull out the smart card a bit and then press HOME again. Push the card back in when you want to restart the decoder.

2. Select SETTINGS and then press OK.


3. Select STB Diagnostic.

STEP 5

DMT 5	i. Perform power reset for 10 seconds: switch off main power to the decoder and wait 10 seconds before turn it on again.   ii. When “Boot” appears, press “Standby”, then “Left“ and “Up” again continuously until “Auto update” appearing on TV and decoder display panel. (Action must be done at decoder front panel and not from remote control)
PVR and Byond	i. Perform power reset for 10 seconds: switch off main power to the decoder and wait 10 seconds before turn it on again. ii. When “Boot” appears, press "Standby", then "Ch +" and "Standby" button again continuously until Auto update appear on TV and decoder display panel. (Action must be done at decoder front panel and not from remote control)
Zapper	i. Perform power reset for 10 seconds: switch off main power to the decoder and wait 10 seconds before turn it on again ii. When second red LED blinks press “Standby” 8 times and Auto update will appear on the TV screen. (Action must be done at the decoder’s front panel and not from remote control)

STEP 6

STEP 7

STEP 1

Please check that your Astro Smart Card is inserted in the correct slot with the gold chip facing up

STEP 2

Verify that your Smart Card number & decoder* serial number (located on your decoder) match the details in STB DIAGNOSTICS
* Set Top Box is the technical term for decoders and will be written as such on your TV screen

To access STB DIAGNOSTICS :
1. On your remote, please press HOME button

** If there’s no response from pressing HOME, pull out the smart card a bit and then press HOME again. Push the card back in when you want to restart the decoder.

2. Select SETTINGS followed by STB DIAGNOSTICS

STEP 3

If you can't access STB DIAGNOSTICS, please perform the steps below :

• Remove and clean the smartcard with a clean & soft material
• Reinsert the smartcard with the gold chip facing up
• Please continue with Step 2 again

STEP 4

STEP 5

If the problem persists, please click here to request assistance from our technicians.

Please note: You will be required to register and link your Astro account, if you have not already done so. Once registered and linked, you can Login > Select Support Tickets > Create Support Ticket and receive service from our friendly technicians.

STEP 1

Please check that your Astro Smart Card is inserted in the correct slot with the gold chip facing up

STEP 2

STEP 3

Verify that your Smart Card number & decoder* serial number (located on your decoder) match the details in STB DIAGNOSTICS
* Set Top Box is the technical term for decoders and will be written as such on your TV screen

STEP 4

Reboot the decoder by pressing  at STB DIAGNOSTICS page or switch off decoder for 10 seconds and switch back on.

STEP 5

If the problem persists, please click here to request assistance from our technicians.

Please note: You will be required to register and link your Astro account, if you have not already done so. Once registered and linked, you can Login > Select Support Tickets > Create Support Ticket and receive service from our friendly technicians.

STEP 1

STEP 2

** If there’s no response from pressing HOME, pull out the smart card a bit and then press HOME again. Push the card back in when you want to restart the decoder.

STEP 3

Reboot the decoder by pressing    at STB DIAGNOSTICS page or switch off decoder for 10 seconds and switch back on.

STEP 4

If the problem persists, please click here to request assistance from our technicians.

Please note: You will be required to register and link your Astro account, if you have not already done so. Once registered and linked, you can Login > Select Support Tickets > Create Support Ticket and receive service from our friendly technicians.

STEP 1

STEP 2

STEP 3

Reboot the decoder by pressing  at STB DIAGNOSTICS page or switch off decoder for 10 seconds and switch back on.

STEP 4

If the problem persists, please click here to request assistance from our technicians.

Please note: You will be required to register and link your Astro account, if you have not already done so. Once registered and linked, you can Login > Select Support Tickets > Create Support Ticket and receive service from our friendly technicians.

STEP 1

STEP 2

STEP 3

Reboot the decoder by pressing  at STB DIAGNOSTICS page or switch off decoder for 10 seconds and switch back on.

STEP 4

If the problem persists, please click here to request assistance from our technicians.

Please note: You will be required to register and link your Astro account, if you have not already done so. Once registered and linked, you can Login > Select Support Tickets > Create Support Ticket and receive service from our friendly technicians.

STEP 1

Verify that your Smart Card number & decoder* serial number (located on your decoder) match the details in STB DIAGNOSTICS
* Set Top Box is the technical term for decoders and will be written as such on your TV screen

To access STB DIAGNOSTICS :
1. On your remote, please press HOME button

** If there’s no response from pressing HOME, pull out the smart card a bit and then press HOME again. Push the card back in when you want to restart the decoder.

2. Select SETTINGS followed by STB DIAGNOSTICS

STEP 2

Please ensure decoder is updated with the latest software version. Check your Astro decoder box according to the pictures below :

DMT5 PVR	8.0.7.48.02 MAY 04 2016
Byond	8.0.7.47.02 APR 21 2016

Step By Step : STB Diagnostic (To check software version)
1. Press HOME button on your remote control.


2. Select SETTINGS and then press OK.


3. Select STB Diagnostic.

STEP 3

If you are not using the latest software version, please perform Force Update
Step By Step : Force Update

Decoder Type	Step By Step
DMT 5	i. Perform power reset for 10 seconds: switch off main power to the decoder and wait 10 seconds before turn it on again. ii. When “Boot” appears, press “Standby”, then “Left“ and “Up” again continuously until “Auto update” appearing on TV and decoder display panel. (Action must be done at decoder front panel and not from remote control) PVR and Byond
PVR and Byond	i. Perform power reset for 10 seconds: switch off main power to the decoder and wait 10 seconds before turn it on again. ii. When “Boot” appears, press "Standby", then "Ch +" and "Standby" button again continuously until Auto update appear on TV and decoder display panel. (Action must be done at decoder front panel and not from remote control) Zapper
Zapper	i. Perform power reset for 10 seconds: switch off main power to the decoder and wait 10 seconds before turn it on again. ii. When second red LED blinks press “Standby” 8 times and Auto update will appear on the TV screen. (Action must be done at the decoder’s front panel and not from remote control)

STEP 4

STEP 5

If the problem persists, please click here to request assistance from our technicians.

Please note: You will be required to register and link your Astro account, if you have not already done so. Once registered and linked, you can Login > Select Support Tickets > Create Support Ticket and receive service from our friendly technicians.

STEP 1

STEP 2

STEP 3

Try removing your smartcard (SMC) from the decoder. The screen should be displaying error message: "Please ensure that your Astro Smart Card is fully inserted. (S1)"

STEP 4

Please ensure that your AV/Component/HDMI cable is working by switching / swapping with other AV/Component/HDMI cable (If available)

AV Cable


Component Cable


HDMI Cable
 

STEP 5

STEP 6

If the problem persists, please click here to request assistance from our technicians.

Please note: You will be required to register and link your Astro account, if you have not already done so. Once registered and linked, you can Login > Select Support Tickets > Create Support Ticket and receive service from our friendly technicians.

STEP 1

STEP 2

STEP 3

If the problem persists, please click here to request assistance from our technicians.

Please note: You will be required to register and link your Astro account, if you have not already done so. Once registered and linked, you can Login > Select Support Tickets > Create Support Ticket and receive service from our friendly technicians.

STEP 4

STEP 1

 

STEP 2

STEP 3

Decoder Type	Software Version
DMT 5 PVR	8.0.7.48.02 MAY 04 2016
Byond Zapper	8.0.7.47.02 APR 21 2016

STEP 4

If you are not using the latest software version, please perform Force Update
Step By Step : Force Update

Decoder Type	Step By Step
DMT5	i.Perform power reset for 10 seconds: switch off main power to the decoder and wait 10 seconds before turn it on again. ii.When “Boot” appears, press “Standby”, then “Left“ and “Up” again continuously until “Auto update” appearing on TV and decoder display panel. (Action must be done at decoder front panel and not from remote control)
PVR and Byond	i.Perform power reset for 10 seconds: switch off main power to the decoder and wait 10 seconds before turn it on again. ii.When “Boot” appears, press "Standby", then "Ch +" and "Standby" button again continuously until Auto update appear on TV and decoder display panel. (Action must be done at decoder front panel and not from remote control)
Zapper	i.Perform power reset for 10 seconds: switch off main power to the decoder and wait 10 seconds before turn it on again ii.When second red LED blinks press “Standby” 8 times and Auto update will appear on the TV screen. (Action must be done at the decoder’s front panel and not from remote control)

STEP 5

Please reconnect your HDMI between decoder and TV HDMI port. Then restart both TV and decoder to allow both systems to be reconfigured.

 

STEP 6

STEP 7

STEP 8

STEP 9

STEP 10

STEP 1

STEP 2

Select the suitable audio output

• If the audio output is from TV/Decoder, please select Stereo (Analogue and Digital)
• If the audio output is from Home Theatre System, please select Dolby Digital 5.1
• In order to make changes, press OK

* Default audio output is STEREO
* DOLBY DIGITAL 5.1 is only applicable for TV that supports Dolby

STEP 3

STEP 1

STEP 2

Decoder Type	Software Version
DMT5 PVR	8.0.7.48.02 MAY 04 2016

STEP 3

Decoder Type	Step By Step
DMT5	1. Perform power reset for 10 seconds: switch off main power to the decoder and wait 10 seconds before turn it on again. 2. When “Boot” appears, press “Standby”, then “Left“ and “Up” again continuously until “Auto update” appearing on TV and decoder display panel. (Action must be done at decoder front panel and not from remote control)
PVR	1. Perform power reset for 10 seconds: switch off main power to the decoder and wait 10 seconds before turn it on again. 2. When “Boot” appears, press "Standby", then "Ch +" and "Standby" button again continuously until Auto update appear on TV and decoder display panel. (Action must be done at decoder front panel and not from remote control)

STEP 4

Decoder Type	Step By Step
DMT5	1. Please ensure your decoder is on Standby mode.   2. Press and hold the Home button on the decoder. Wait until “boot” appear at decoder front panel and released.   3. Decoder will boot up and New Installation setting will appear   4. Press OK to confirm language, resolution and other selection accordingly until it goes to LNB settings.   5. Select LNB type as Universal and press OK. (Note: If you are using SatCR, please choose Input Source as SatCR)   6. Select Entry Point 01 M3 VL- 10982 and press OK   7. Check Satellite signal, if signal is available, press OK. Decoder will exit to home screen.
PVR	1. Perform power reset for 10 seconds: switch off main power to the decoder and wait 10 seconds before turn it on again.   2. As soon as you see the “boot” message on the front panel, press and hold the Ch+ and Ch- keys on the decoder at the same time.   3. Wait until you see the "Clr" on the front panel, then release the Ch+ and Ch- keys.   4. New Installation setting will appear.   5. Press OK to confirm language, resolution and other selection accordingly until it goes to LNB settings.   6. Select LNB type as Universal and press OK. (Note: If you are is using SatCR, please choose Input Source as SatCR)     7. Select Entry Point 01 M3 VL- 10982 and press OK   8. Check Satellite signal, if signal is available, press OK. Decoder will exit to home screen.

Decoder Type

Step By Step

DMT5 Byond

1. Please ensure your decoder is on Standby mode   2. Press and hold the Standby button from your remote control. Wait until the LED at decoder front panel toggle from red to green for 3 times then release the button.   3. Your decoder will boot up (red LED means it on standby mode and green LED means decoder is in viewing mode).   4. New Installation setting will appear.   5. Press OK to confirm language, resolution and other selection accordingly until it goes to LNB settings.   6. Select LNB type as Universal and press OK.   7. Select Entry Point: 01 M3 VL- 10982 and press OK   8. Check Satellite signal, if signal is available, press OK. Decoder will exit to home screen.

STEP 5

If the problem persists, please click here to request assistance from our technicians.

Please note: You will be required to register and link your Astro account, if you have not already done so. Once registered and linked, you can Login > Select Support Tickets > Create Support Ticket and receive service from our friendly technicians.

STEP 6

NEW CONNECTION

STEP 7

CONNECT

STEP 8

STEP 1

OK

STEP 2