Have Trouble With Our Services?

Have Trouble With Our Services?

Guides and everything you need to know to fix technical problems!

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We apologize for the service interruption. To resume service please SMS (TCI)

Possible root causes:

  • Inactive Astro Subscription
  • Astro decoder been turned off for a long period of time
  • 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

    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

    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

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

    If the picture appears with no audio, perform power reset for 10 seconds: switch off main power to the decoder and wait 10 seconds before turn it on again.
  • STEP 7

    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.

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