unifi Plus Box Training

by: unifi Product Design – Content Services

Prepared by: Nurman Mohamad

IPTV Development, New Media
Nov 2013
Part 1: unifi Plus Box Features
unifi Plus Box - FEATURES

1. LiveTV & On Demand unifi TV service

2. On Demand OTT Apps
3. Tons of Applications via Google Play Store
4. Voice Search via Remote
5. Google Cast support
6. Ultra HD support
7. Dolby Digital Plus ready
8. Bluetooth 4.2 enable
9. Play media from external storage
unifi Plus Box - Overview

1. Power indicator :
GREEN – active mode,
RED – standby mode

2. Network link indicator :

GREEN – Connected to network,
RED – No network connection

3. Bluetooth indicator :
BLINKING GREEN – unifi Plus Box is receiving
signals
from the remote control

1. Power interface

2. LAN : Ethernet interface

3. HDMI : HD video interface

4. AV : SD video interface

5. SPDIF : SPDIF port

4
CONFIDENTIAL (strictly for internal consumption and reference only)
unifi Plus Box - Overview

unifi Plus Box – right panel

1. USB3.0 1A

2. USB 2.0 500mA

3. Power Button

1. 2. 3.
1. 2. 3.

5
CONFIDENTIAL (strictly for internal consumption and reference only)
unifi Plus Box – Remote Control

6
CONFIDENTIAL (strictly for internal consumption and reference only)
Part 2: unifi Plus Box Installation
 HOME SETUP DIAGRAM

Television Set

VLAN 600 HDMI

Cable

BTU = Broadband BTU = Broadband

Television Set WiFi VLAN 500 WiFi VLAN 500
Termination Unit Termination Unit
FTTH / VDSL2 VLAN 600 HDMI FTTH / VDSL2 HDMI
Cable Cable
RG = Residential RG = Residential
STB = Set-Top-
Gateway Gateway
Box @ decoder
HDMI
VLAN 500
Cable

HDMI
VLAN 500
Cordless Cordless Cable
Phone Phone

Existing unifi TV Service unifi Plus Box

8
What is inside the box
unifi Plus Box
accessories as below:

1. 1 unit of unifi Plus Box

2. 1 unit of Power Adapter

3. 1 unit of Remote Control

4. 1 unit of HDMI cable

5. 1 unit of Ethernet Cable

6. 1 unit of Mini AV Cable

7. 2 units of AAA Batteries

8. 5 pcs of stickers

9. 1 pcs of unifi TV info

10. 1 pcs of unifi TV Quick Setup Guide

11. 1 pcs of theme sticker

INSTALLATION STEPS

STEP 1: Open & Unpack the box

STEP 2: Connecting unifi Plus to the TV
STEP 3: Pairing the remote with unifi Plus Box
STEP 4: Configure Wifi connection
STEP 5: Setup Google Account
STEP 6: Login to unifi TV
STEP 7: Service Testing & Demo
STEP 8: Update Swift (for installer only)
Setting up : Unpack Box
STEP 1 : Open & Unpack the box
1. Open the box and check all the accessories.

2. Insert batteries into remote control.

3. Fill in the unifi Plus Box identifier stickers (at the bottom of the casing) with unifi
Plus Box service ID and password

4. Attach QC-Passed stickers on the unifi Plus Box.

5. Attach MAC Address and Serial Number Sticker on:

 unifi Plus Box

 Service Acceptance Form (Customer)

 Service Acceptance Form (Staff)

Setting Up : Installation

STEP 2 : Connecting unifi Plus Box to the TV

1. Ensure the TV powered is on.

2. Connect the unifi Plus Box to the TV

with the HDMI cable provided.

3. Press the ON/OFF switch at the

back of the unifi Plus Box. The
green LED light on the front panel
will appear.

4. Select the correct TV input that is

connected to the unifi Plus Box.

5. Once connection is successful, the

welcome wizard screen will be
displayed on the TV
Setting Up : Installation

STEP 3 : Pairing the remote with unifi

Plus Box

1. On your remote, push “OK” button and

(simultaneously), while holding
the
remote near the box until remote
connection successfully connected.
Setting Up : Installation

Step 4 : Configure Wi-Fi connection 1

Connect the STB via LAN cable to

Resident Gateway(RG) for internet
connection. Proceed to internet Wi-Fi
configuration if STB and RG too far.

1. Select Skip to configure Wi-Fi

connection using Remote control.
2. Select Wi-Fi SSID
2
Notes :
Testing unifi Plus Box includes :
1. Wifi connection
2. Successful Login

UI shall connect unif Plus Box to Wifi with 3 distance attempts:

a. Maximum 15 meters from RG with maximum 2 obstacles (concrete wall)
at 2.4Mhz Wifi connection.
b. Maximum 7 meters from RG with maximum 2 obstacles (concrete wall)
at 2.4Mhz Wifi connection.
c. To connect unifi Plus Box via Wifi next to RG at 2.4Mhz Wifi connection.
d. To wired unifi Plus Box via LAN at any RG port (Port 1, Port 2, Port 3
VLAN500) – Cable provided
Setting Up : Installation

Step 4 : Configure Wi-Fi connection 3

3. Key-in SSID and password.

4. Successfully connect to internet.

4
Setting Up : Installation

STEP 5 : Setup Google Account 1

1. Select “Sign In” to Google Account

2. Select “Use your remote”

Go to
https://unifi.com.my/tv/plus-box/index.html
for step-by-step installation and setup
guide.
Setting Up : Installation

STEP 5 : Setup Google Account 3

3. Sign in Customer Google Account and press

“next” on virtual keyboard

4. Key in Google password and press “next”

to proceed

Go to https://unifi.com.my/tv/plus-box/index.html
for step-by-step installation and setup guide.
Setting Up : Installation
STEP 5 : Setup Google Account
5 6

7 8

Install additional apps:

Please select ONLY for Viu (
This app version may not
ViU be available in Google Play
Store)
Setting Up : Installation
STEP 5 : Setup Google Account
9 10

11 12
Setting Up : Installation
STEP 6 : Login to unifi TV 1
1. Please update the latest version available
on Google Play Store by pressing “Update
Now”

2. Insert username and password as

provided through your email/SMS/stated
at the bottom of your unifi Plus Box

Discover unifi TV 2

Purchase PIN
unifi TV ID
Use it to subscribe channels or buy VODs
Password
1. The default PIN is 123456 (for new
registration)

2. If you forgot your PIN, go to

unifi.com/chat for assistance
Please change the “screen saver” settings:
Go to Settings > Device Preferences > Screen Saver
 When to start: 2 hours
 Put device to sleep: Never

1 2

3 4
Setting Up : Installation
STEP 7 : Service Testing & Demo

1. Play any 2 Channels (Method 1: Press Left/Right, Method 2: Press Down – Explore
channels by categories).

2. Ensure the 2 channels are playing and running based on below scenarios:

a) Scenario 1 – Channel pixelization or jerking (due to Wifi connectivity)

Action : Switch to other channel and wait for 5 minutes for stabilization. If problem
still persist check distance between unifi Plus Box box & RG (guidelines as per
installation notes)

b) b) Scenario 2 – Complete blank screen/ error code

Action : Installer to identified any error code and perform troubleshooting. Error
unifi TV ID code
guidelines provided Password
Setting Up : Installation

Channels Demo
1. Inform to customer the 2 method of switching channels:
a) Method 1: Press Left/Right,
b) Method 2: Press Down – Explore & switch channels by categories
2. To purchase Premium Channels need to insert Purchase PIN (Default password is 123456)
*Change Purchase PIN only available on unifi playTV apps

On Demand Demo & Promo

1. Go to On Demand page. Inform customer to purchase On Demand, customer need to
unifi TV ID
insert Purchase PIN. Customer may see the “Trailer” first before purchase.
Password

2. Customer can watch the same On Demand for many time within 48 hours after
successfully
purchase.
Setting Up : Installation

STEP 8 : Update SWIFT (for installer only)

1. Login to Siebel.

2. Update MAC Address and Serial Number of unifi Plus Box and the rest of CPE.

3. Under Activities, tick “Done” on the Service Testing.

4. If username and password is not configured on the STB, the tick “Done”unifi
wouldTV ID
fail.
Password
Unifi Plus Box: Assurance System Screenshots

SWIFT VIEW
unifi Plus Box: Assurance System Screenshots

SWIFT VIEW

UPB
unifi Plus Box: Assurance System Screenshots

SWIFT VIEW

UPBINNS
K
unifi Plus Box: Assurance System Screenshots

SWIFT VIEW

UPBINNS
K
Unifi Plus Box: Assurance System Screenshots

SWIFT VIEW

UPBINNS
K
Part 3: unifi Plus Box
Troubleshooting
Introduction
 Troubleshooting can be based on symptom or error codes.
 Error codes would guide to identify the problem and how to resolve it.
 Contact HBC / FTC for further troubleshooting.
 To replace STB, call HBC to unbind the old STB. Inform TVNOC what is the
service ID.
Troubleshooting by Symptoms
Symptom ` Possible Cause Action Steps
Login ID Error Incorrect User ID or Installation 1. Key in the correct User ID or Installation Password according to
Password Customer Confirmation Slip or RNO Work Order
2. If persist contact HBC to recreate the User ID or reset the Installation
Password

No Service No Network Connection 1. Ensure STB is switched ON

-No Live TV and VOD 2. Retighten the HDMI/RCA cable. If persist, replace the cable
-No Video 3. Check TV input and try change input, possible the TV port is faulty
4. Check WiFI connection on STB settings
5. Reboot STB & Modem and retry
6. If persist, contact HBC
No Service IPTV is connected but Live TV is not 1. Ensure customer already purchase the channel
-No Live TV ONLY available 2. Verify if it is All Channel or single Channel.
3. Reboot STB & Modem and retry
4. If persist, contact HBC
No Service IPTV is connected but VOD is not 1. Verify if it is All VOD or single VOD.
-No VOD ONLY available 2. if All VOD, reboot STB & Modem and retry
3. If persist, contact HBC to check the VOD system
4. If Single VOD, take note of the VOD title and send CTT to HBC
Cannot Purchase Channel / VOD Wrong PIN or Platform Error 1. Ensure the PIN is correct,
(default password: 123456) 2. If persist contact HBC
Troubleshooting by Symptoms
Symptom Possible Cause Action Steps
No Audio, Low Audio, Hardware faulty or Platform Error 1. Ensure the Mute button is not pressed on for both TV and STB
Audio Hissing 2. Retighten the HDMI/RCA cable. If persist, replace the cable
3. If HDMI change to RCA or vice versa
4. Check TV input and try change input, possible the TV port is faulty
5. If persist contact HBC
Video Jerking/Pixelization/Page Cable, network congestion or 1. If using WiFi try change to cable
Loading customer download large files 2. If using cable , check the distance between STB and Modem. The
recommended length is 10-15 metres
3. If persist check if customer is currently using torrent application or
downloading large file. Advise on using torrent will affect the video quality
causing jerking
4. If persist, perform speedtest. If the bandwidth is low, check local loop,
5. If persist contact HBC
No Subtitle No subtitle for the content or subtitle 1. Try pressing the “arrow down” button on the remote
button is not pressed 2. If there is no subtitle than the channel /VOD does not comes with a
subtitle.
3. Contact HBC to confirm
STB Slow Responding to Remote Bluetooth Pairing Remote issue 1. Go to STB Settings
Control Action 2. Bluetooth Remote Control Settings
3. Unpair the Remote
4. Pair the remote- See page 12
STB Could Not Be Powered On Cable or STB fault 1. Advice to check the power cable or the wall socket if it is faulty
2. If persist, replace STB
Troubleshooting by Symptoms
Error Codes Possible Cause Action Steps
26667, 32116, 32999, 32294 Login failure (username, password 1. Please try again.
verification failed) 2. Restart device and relogin.
3. If persist, contact HBC & FTC for further action.

26000, 26400, 26401, 26402, 26403, Connection error (no available network, 1. Please try again.
26404, 26405, 26406, 26407, 26408, 400 bad request, 401 unauthorize, 2. Check internet connection.
26502, 26503, 26504 request timed-out, 3. Restart device.
32445, 32699, 32364, 32534, 32378, Subscription (product not exist, payment 1. Please try again.
32110, 32348, 32350, 32120, 32418, method not supported, error on Redis, 2. If persist, contact HBC & FTC for further action.
32408, 32349 VSC deactivated, etc...)

32110, 32111, 32116, 32121, 32117, Content query fail, play content error (no 1. Please refresh or reload page.
32118, 32119, 32120, 32115, content, not subscribed, 2. Check internet connection.
32114, 32418, 32110, 32193, 32194, operation failure, VSC deactivated, 3. Restart device.
32226... etc...) 4. If you are not logged in, please log in.
5. If persist, contact HBC & FTC for further action.

14000, 14020, 14200, 14220, Content error on player 1. Please try again.
14240, 14260, 14300, 14330, 14331, 2. Restart device.
14333, 14341, 14353, 14429, 14432, 3. Please check device connectivity.
14650, 13360, 13364, 14420, 14422, 4. If you are not logged in, please log in.
14425, 14426, 14427, 14428... 5. If persist, contact HBC & FTC for further action.
CONTACT INFO

1. Contact these numbers during installation or troubleshooting

a) TMUC : 100
b) HBC : 1-800-88-2646 option 2
c) FTC : 1-800-88-2646 option 3

2. Send emails on new findings, improvements, suggestions, comments to

unifi TV ID
[email protected] Password
Part 4: Appendix
 unifi playTV Forgot Password

To reset password for ios / android

1) 2) 3)

• Click forgot password via • Enter your unifi playTV • Select SMS or Email to
your unifi playTV app ID eg xxxx@iptv receive your verification
code.
 unifi playTV Forgot Password

4) 5) 6)

• You will receive • Enter your verification • Once successful you can
verification code through code and your new log in using your new
your sms or email password password
• Confirm your password
and click Confirm
APPENDIX A : IPTV User ID & Password
There are 4 types
 unifi TV Service ID and Password. Not related due to unifi Plus Box login as HE

 For installation on the STB.

 Admin / unifi playTV ID and Password. unifi Plus Box login using unifi playTV
password
 To login to unifi playTV devices.

 Purchase PIN (default:123456).

 To buy VOD

 Premium Channels/ Packs purchase via playTV Apps.

 Parental PIN(default:123456). No Parental PIN features in MVP

 To lock channels
APPENDIX A : IPTV User ID& Password

 To reset Purchase / Parental PIN for STB. No reset Purchase features in MVP

 Use unifi TV service ID password.

 If forget call TMUC.

 To reset Purchase / Parental PIN for unifi playTV devices or PC. No reset
features in MVP
 Use Admin ID password.

 If forget call TMUC.

APPENDIX B : Wi-Fi Setup in STB Settings

a) Please ensure that the connection

strength is “Excellent”.

b) Go to “Settings” > “Network &

Internet”. Select on the connected Wi-
Fi to see the “Signal strength”.

c) If the connection is weak, suggestion

to use LAN cable instead of Wi-Fi
connection.
APPENDIX C : Google Account Set-Up in STB Settings – Using Phone or
Computer (1/2)
1 2

3 4
APPENDIX C : Google Account Set-Up in STB Settings – Using Phone or
Computer (2/2)
5

6 7 8 9

Welcome Ahmad
APPENDIX D : Google Account Set-Up in STB settings – Using Remote (1/2)

1 2

3 4
APPENDIX D : Google Account Set-Up in STB Settings – Using Remote (1/2)

5 6
APPENDIX E : Pair Remote in STB Setting

1 2 3

4 5
APPENDIX F : How to create Google Account

Create Google Account

for
Step 1 :
Go to Settings
Step 2 :
Select “Account & Sign In”
Step3 :
Select “Google”
Step 4 :
Select “Sign In”
Step 5 :
Select “Use your
remote”
Step 6 :
Select “Create account
> For myself”
Step 7 :
Enter your name
Step 8 :
Enter Installer Mobile no (this is
for verification only)

012 xxx xxxx

Step 9 :
Enter the code received
from sms

Sample sms received:-

Step 10 :
Enter Basic information
Step 11 :
Choose preferred Gmail
address
Step 12 :
Create Password (please follow
exactly this sample password)
Step 13 :
Remove Mobile no
and select “Skip”
Step 14 :
Review account info

* Installer to write down the Email & Password, and

give to customer.
Step 15 :
Click “I agree” for
Privacy and Terms.
Completed - Account successful
created
Q&A