How to Use This Guide
This guide covers the most common problems you may encounter with your Real X IPTV box. Find the section that matches your issue, follow the steps in order, and check after each step before moving to the next.
| Problem | Solution Steps |
|---|---|
| Section 1 | Hardware & Installation Problems — no power, no picture, no sound, remote not working |
| Section 2 | Internet & Network Problems — no internet, WiFi issues, buffering |
| Section 3 | Real X App Problems — channels not loading, VOD not playing, TV Guide issues |
| Section 4 | Real 2X App Problems — app not opening, recordings failing, recharge error |
| Section 5 | Android Layer Problems — Play Store, Netflix, Miracast, storage |
| Section 6 | Playback Problems — black screen, no audio, wrong resolution, subtitles |
| Section 7 | Account & Subscription Problems — subscription expired, wrong days, Device ID |
Hardware & Installation Problems
1.1 Box Has No Power / Will Not Turn On
Box has no power — no lights, nothing on screen
- Check that the power adapter is firmly plugged into the DC 5V port on the back of the box
- Check that the wall socket is switched on and working (try another device in the same socket)
- Try a different power socket
- Check the power adapter cable for any damage or loose connection
- If still no power after all the above, the power adapter may be faulty — contact your dealer
1.2 No Picture on TV (Black Screen at Startup)
TV shows no signal or black screen when box is on
- Make sure the HDMI cable is firmly connected at both ends — the box and the TV
- On your TV remote, press Input / Source and select the correct HDMI port (e.g., HDMI 1, HDMI 2)
- Try a different HDMI port on your TV
- Try a different HDMI cable
- If using AV connection: check AV cable connections and set TV to AV input mode
- Try powering off the box, waiting 10 seconds, and powering on again
1.3 No Sound Through TV
Picture is visible but no audio from TV speakers
- Check that the TV volume is not muted or set to zero
- Make sure audio output on TV is set to TV Speakers (not HDMI ARC or Optical only)
- If using optical cable for soundbar: confirm optical cable is firmly connected at both ends
- Go to Android Settings > Sound and check audio output settings
- Try a different HDMI cable — some HDMI cables do not carry audio
- Restart the box: Real X > Settings > Reboot Device
1.4 Remote Control Not Working
Remote does not respond or works intermittently
- Check that the remote batteries are charged and inserted correctly
- For Bluetooth mode: press and hold Home + Back buttons together for 3 seconds to re-pair
- For IR mode: point the remote directly at the front of the box — no obstructions
- Move closer to the box and test again
- Go to Android Settings > Remotes & Accessories and check if the remote is listed as paired
- Remove and re-pair the remote from Android Settings if needed
- If remote is completely unresponsive, try replacing the batteries first
Internet & Network Problems
2.1 Ethernet Connected But No Internet
Ethernet cable is plugged in but internet does not work
- Check that the Ethernet cable is firmly connected to the LAN port on the box and your router
- Restart your router: unplug it from power, wait 30 seconds, plug back in
- Restart the Real X box: Settings > Reboot Device
- Go to Android > Settings > Network & Internet > Ethernet — check that an IP address is shown
- Try a different Ethernet cable
- Check if other devices on the same router have internet access
- If only the Real X box has no internet, contact your Internet Service Provider
2.2 WiFi Not Showing or Cannot Connect
WiFi network does not appear in the list or cannot connect
- Press APPS on remote to go to Android, then go to Settings > Network & Internet > WiFi
- Make sure WiFi is toggled ON
- Check that your router is broadcasting on 2.4GHz — some 5GHz-only networks may not appear
- Restart the router and wait 1 minute, then refresh the WiFi list on the box
- Move the box closer to the router and test again
- Delete the saved network and reconnect by entering the password again
- Note: Ethernet (wired) connection is always more stable than WiFi for IPTV
2.3 Buffering / Freezing During Playback
Video keeps stopping, buffering, or freezing
- Check your internet speed — minimum 20 Mbps required, 40 Mbps for 4K
- Switch from WiFi to Ethernet (wired) connection for more stability
- Close other devices using the same internet connection while streaming
- Restart your router
- In Real X, try selecting a lower quality stream if available
- Restart the Real X box: Settings > Reboot Device
- If buffering only on certain channels, the stream server may be temporarily busy — try again later
- Check if your subscription is active: Settings > About > Subscription days left
2.4 IP Conflict / DNS Problems
Internet connects but IPTV services do not load properly
- Go to Android > Settings > Network & Internet and note your current IP address
- Restart your router to refresh IP assignment
- Try setting DNS manually: in WiFi settings, switch from DHCP to Static and set DNS to 8.8.8.8 (Google)
- Alternatively set DNS to 1.1.1.1 (Cloudflare)
- Restart the box after changing DNS settings
- Remove and re-pair the remote from Android Settings if needed
- If problem persists, factory reset the network settings (not the whole device)
Real X App Problems
3.1 Channels Not Loading
| Problem | Solution Steps |
|---|---|
| All channels show error | Check internet connection is working. Check subscription is active (Settings > About). Restart box (Settings > Reboot Device). Wait 2 minutes and try again. |
| Some channels not loading | The specific channel server may be temporarily down. Try another channel in the same category. Wait and try again later. |
| Channel loads but immediately stops | Check internet speed (minimum 20 Mbps). Switch to Ethernet. Try a different quality option if available. |
| Channels show but no picture | See Section 6: Playback Problems. |
3.2 TV Guide Not Updating
TV Guide is blank, outdated, or not showing programme information
- Check that your internet connection is active and stable
- Exit TV Guide and re-enter it
- Restart the box: Settings > Reboot Device
- TV Guide data updates from the server — if the server is temporarily busy, wait 30 minutes and check again
- Check your subscription is active — expired subscriptions may lose TV Guide access
3.3 VOD (Video on Demand) Not Playing
Movies or TV shows do not play or show an error
- Check internet connection — VOD requires a stable connection of at least 20 Mbps
- Try a different title to determine if it is one specific item or all VOD
- Go back to the VOD menu and select the title again
- Restart the box: Settings > Reboot Device
- Check subscription is active and wallet balance if applicable
- If a specific title is missing or unavailable, it may have been removed from the content library
3.4 Wrong Language Displayed
Menus or audio are in the wrong language
- Go to Real X > Settings > Language
- Select your preferred language: English, Hindi, or Punjabi
- For audio language on a specific channel: during playback, press Menu or OK and look for Audio Track options
- Restart the box after changing language settings
3.5 Catch-Up TV Not Working
Catch-Up TV shows nothing or gives an error
- Check internet connection
- Not all channels support Catch-Up — only channels marked with a Catch-Up icon are available
- Catch-Up content is typically available for 7 days only — older content may have expired
- Go to Settings and check the Catch-Up Offset setting — adjust if needed
- Restart the box and try again
3.6 Box Not Rebooting from Settings
Pressing Reboot Device in Settings does nothing
- Wait 10 seconds and try pressing Reboot again
- If no response, use the physical power button on the box (hold for 3 seconds)
- If no physical button, unplug the power adapter from the wall, wait 10 seconds, and plug back in
- Box should restart normally
Real 2X App Problems
4.1 Real 2X App Not Opening
Tapping Real 2X does nothing or shows an error
- Press APPS on remote to go to the Android app screen
- Find Real 2X (listed as Real X Development) and open it from there
- If it does not open from Android either, press APPS > Settings > Apps > Real 2X > Force Stop, then try again
- Clear the app cache: Settings > Apps > Real 2X > Storage > Clear Cache
- Restart the box and try again
- If still not opening, go to Android > Settings > Apps > Real 2X > Uninstall Updates, then restart
4.2 Recordings Not Saving
Recording a channel does not save or recordings are missing
- Check that there is sufficient storage space on the device: Android > Settings > Device Preferences > Storage
- Make sure you are pressing the Record button correctly during live TV in Real 2X
- Recordings are saved to internal storage — if storage is full, delete old files first
- Check recordings in Real 2X > Recordings menu
- Restart Real 2X and try recording again
4.3 Recharge Error in Real 2X
Recharge option shows an error or does not process
- Check internet connection
- Verify your Account ID is correct: Real X > Settings > About > Account ID
- Make sure you are entering the correct recharge code or amount
- Contact your dealer to process the recharge manually if the in-app recharge fails
Android Layer Problems
5.1 Google Play Store Not Opening
| Problem | Solution Steps |
|---|---|
| Play Store shows error | Press APPS > Settings > Apps > Google Play Store > Clear Cache and Clear Data. Restart box and try again. |
| Cannot sign in to Google | Go to Settings > Accounts > Add Account > Google. Use your Google account details. |
| App download fails | Check internet connection. Check available storage: Settings > Device Preferences > Storage. |
5.2 Netflix / Streaming Apps Not Working
| Problem | Solution Steps |
|---|---|
| Netflix not opening | Press APPS and open Netflix directly. If crash, go to Settings > Apps > Netflix > Clear Cache. Restart box. |
| Netflix login error | Check internet connection. Try logging in via a browser first to confirm account is active. |
| App not installed | Go to Google Play Store and install the app. If Play Store unavailable, use the Updater app or a browser to download the APK. |
5.3 Miracast Not Connecting
Screen mirroring from phone to TV is not working
- Press APPS and open Miracast from the Android apps screen
- On your phone, go to Settings > Connections > Screen Mirroring / Cast and select the Real X device
- Make sure both your phone and the Real X box are on the same WiFi network
- Turn off mobile data on your phone while connecting via Miracast
- Restart both the Real X box and your phone, then try again
- Note: Miracast works over WiFi — Ethernet-only mode may affect Miracast availability
5.4 Storage Full
Device shows low storage warning or apps cannot install
- Go to Android > Settings > Device Preferences > Storage to see what is using space
- Delete recorded videos you no longer need from Real 2X > Recordings
- Go to Settings > Apps, select large apps and clear their cache
- Uninstall apps you no longer use from the Android apps screen
- Do not install large numbers of apps — the box is designed primarily for IPTV use
5.5 Factory Reset Procedure
WARNING: Factory reset erases all data, settings, and installed apps. Only use as a last resort.
How to perform a factory reset
- Note your subscription details (Account ID, Device ID, Service ID) before resetting
- Go to Android > Settings > Device Preferences > About > Factory Reset
- OR: Press APPS > Settings > scroll down to Reset options
- Select Factory Reset / Erase Everything
- Confirm when prompted — the box will restart automatically
- After restart, the Real X interface will reload — re-enter your subscription credentials
- Re-pair your remote: hold Home + Back buttons for 3 seconds
Playback Problems
6.1 Black Screen During Playback
| Problem | Solution Steps |
|---|---|
| Black screen on live TV channel | Press Back and reselect the channel. Check internet speed. Try another channel to confirm if it is channel-specific. |
| Black screen on VOD | Press Back and select the title again. Check internet connection. Restart box. |
| Black screen after waking from screensaver | Press any button to wake the box. If still black, press Home to return to Real X home screen. |
| Black screen at startup | See Section 1.2 — check HDMI connections and TV input selection. |
6.2 Audio Only, No Video
Sound plays but the screen stays black or shows nothing
- Press Back and reselect the channel or title
- Check the TV screen resolution setting: Android > Settings > Device Preferences > Display > Resolution — set to Auto or 1080p
- Try a different channel or title to confirm the issue
- Restart the box: Settings > Reboot Device
- Check HDMI cable — try replacing it
6.3 Wrong Resolution / Overscan
| Problem | Solution Steps |
|---|---|
| Picture is cut off at edges | Go to Android > Settings > Device Preferences > Display > Overscan or Screen position and adjust. |
| Picture is blurry or wrong size | Set resolution to 1080p in Android > Settings > Device Preferences > Display > Resolution. |
| 4K content not playing in 4K | Make sure TV supports 4K HDR. Check internet speed is 40 Mbps+. Use a high-speed HDMI cable. |
6.4 Subtitle Problems
| Problem | Solution Steps |
|---|---|
| No subtitles showing | During playback press Menu or OK to open player options and enable subtitles. |
| Wrong subtitle language | Open player options > Subtitles > select preferred language. |
| Subtitles out of sync | Some live streams do not support subtitle adjustment. For VOD, check if the player has a subtitle delay option. |
Account & Subscription Problems
7.1 Subscription Expired / No Channels
Days left shows 0 or channels say subscription expired
- Go to Real X > Settings > About > check Subscription days left
- If days = 0, your subscription has expired and must be renewed
- To renew: Real X > Settings > Renew, OR Real 2X > Recharge
- Contact your dealer with your Account ID to process the renewal
- After renewal, restart the box: Settings > Reboot Device — channels should return
7.2 Days Remaining Shows Incorrect Number
The subscription days shown seem wrong or have not updated
- Go to Real X > Settings > Reboot Device to force a refresh of account data
- After restart, go back to Settings > About and check again
- If still incorrect, contact your dealer with your Account ID and Service ID to verify on the server
7.3 Wallet Balance Not Updated
Added credit is not showing in the wallet
- Restart the box to refresh account information
- Check Settings > About > Wallet balance after restart
- If still not updated, contact your dealer with proof of payment and your Account ID
- Allow up to 24 hours for manual top-ups to reflect
7.4 Device ID or Account ID Mismatch
Subscription is active but box shows wrong Device ID or is not working
- Go to Settings > About and note the exact Device ID shown
- Contact your dealer and provide this Device ID
- The dealer will check if the subscription is registered against a different Device ID
- If you have replaced your box or reset it, your Device ID may have changed — dealer must update on server
- Do NOT attempt to manually change the Device ID
Quick Diagnostic Checklist
Run through this checklist first before contacting support. It resolves most common issues:
| Problem | Solution Steps |
|---|---|
| 1. Is the box powered on? | Check power adapter. Check wall socket. |
| 2. Is the TV on the correct input? | Press Input/Source on TV remote. Select HDMI port the box is connected to. |
| 3. Is internet working? | Check Android Settings > Network. Try loading YouTube to test internet. |
| 4. Is subscription active? | Real X > Settings > About > Subscription days left. Must be greater than 0. |
| 5. Has the box been restarted? | Real X > Settings > Reboot Device. Most issues resolve after a restart. |
| 6. Is the remote working? | Hold Home + Back for 3 seconds to re-pair. Replace batteries if needed. |
| 7. Is storage nearly full? | Android > Settings > Device Preferences > Storage. Clear cache if low. |
Still having issues? Contact support at: www.realtv.co
