Support
Most problems are fixed in a minute. Try the quick fixes first, then send us a ticket.
Quick fixes & FAQ
What internet speed do I need?
A stable 12 Mbps is enough for HD (1080p). For 4K choose a connection that holds a steady 25 Mbps. A cable to your router is always more stable than Wi-Fi.
The screen keeps blinking on HDMI. What do I do?
Open Settings → Display → Screen resolution → Display mode, choose 1080p 50Hz and press OK when asked.
My box goes to sleep or shuts down by itself.
Hybrid 8K: Settings → Device Preferences → Screen saver → Put device to sleep → Never. Cruze 4K and Hybrid 4K 5G: Screen saver → Put device to sleep → Never.
Channels are not working properly.
Restart the box first (unplug for 10 seconds). It fixes most problems. Still not right? Open a support ticket below with your box MAC address.
How do I factory reset?
Hybrid 8K: Settings → Device Preferences → Reset → Erase everything (1–3 minutes). Cruze 4K and Hybrid 4K 5G: Settings → Storage & Reset → Factory data reset (5–10 minutes).
How do I update the software?
Go to All Apps → Update → OTA Update.
What warranty do I get?
The box has a 1-year hardware warranty; remotes have 1 month. Send the box to us and we repair or replace it within about 5 working days of receiving it. You pay postage to us, we pay return postage.
How do I renew?
Choose Cruze TV Renewal, enter your box MAC address (Settings → About → Status) and send the order. We confirm payment and send your renewal code.
Can I get a refund on a renewal?
A renewal is prepaid. Once the code is used it cannot be refunded.
Where do I find my MAC address?
Settings → Device Preferences → About → Status, or on the sticker under the box.
Setting up your box
- ConnectHDMI cable from the box to your TV, then plug in the power adaptor.
- Choose inputUse your TV remote to choose the HDMI input the box is plugged into.
- Go onlineSettings → Network: plug in an Ethernet cable or choose your Wi-Fi.
- WatchOpen live TV or any app from the home screen. Stuck? Open a ticket below.
Open a support ticket
Register your warranty
Register once and we have your details ready if you ever need a repair. Warranty & returns policy