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TROUBLE SHOOTING

1. Q. Why can't I see the task bar?

Your TV is too zoomed in. You need to adjust the zoom settings on your tv, this varies from manufacturer to manufacturer. On Panasonic TV's this is achieved by changing your HD size in your picture settings menu from HD size 1 to HD size 2.

2. Q. When it boots all I see is the Kodi / XBMC logo then black screen?

You have the black screen of death. This is caused from your hard drive getting full. Try pressing either: Ctrl+Alt+F1, Alt+F1, Ctrl+Alt+F2, Alt+F2 to get a log in screen and follow this video tutorial.

3. Q. Why won't my wifi connect?

Check to see if you have adequate signal strength, you need to have a minimum of 60% or higher. If you have adequate signal and it still won't connect it could be due to a incorrect password try resetting your router by unplugging it for 20 seconds.

4. Q. Why do I have poor signal strength?

While other devices in your home may connect, poor signal strength can be cause by radio interference in that exact area, a old dying router (some routers will start to degrade after 1-2 years), or just out of the range of the router, or the router may just need to be reset. Try adjusting the antennas, moving the device, resetting the router, and if all else fails possibly replace the router.

5. Q. Why is everything buffering?

Buffering can be caused by a multitude of things and just be a poor stream, if ABSOLUTELY EVERYTHING is buffering then possible causes and solutions are;

 

  • Poor wifi signal - make sure your signal is above 60%
  • Poor download speed - run a speed test on the device by going to chrome web browser and visiting speedtest.net, if your speed is less than 5Mb/s and you are hardwired you need to call your internet service provider and increase your speed. If you are on wifi and your speed is less than 5Mb/s, check the speed on a device that is hard wired. If the speed difference is dramatic you need a new router as your current one has degraded. If the speed is consistant call your internet service provider and increase your speed.
  • If you have a good signal strength and good download speed and 90% of things are buffering then it could be a software related issue. Please call us.

6. Q. Why do I have a poor download speed?

Poor download speeds can be caused by a few things;

 

  • First if you are using wifi, check your signal strength if it is below 60% this could be the root cause.
  • If you have a good signal but still poor download, connect a device to your modem and rerun the test. If there is significant improvement your router is dying and needs to be replaced.
  • If there is no improvement you will need to call your internet service provider and confirm your internet speed plan. Sometimes this can be a fault of the provider and they may need to do repairs to get the speed you're paying for to your home.

7. Q. Why is my wifi dropping?

Check your signal strength and ensure it is over 60%. If you have good signal strength try resetting your router by disconnecting the power to it for 20 seconds. If you have to regularly reset the router then the router is dying and needs to be replaced.

8. Q. I click on Kodi / XBMC and it shows the logo and then goes back?

The databases have become corrupt. Depending on the device you will need to navigate to the database folder and delete all the databases.

 

  • For the Raw Media devices: On the desktop click on the start menu and then go to accessories then file manager. Double click on the .Kodi or .XBMC folder (depending on the version you have) then double click on userdata and then double click on database. Delete all of the files except for the file folder "CDDB".

9. Q. I keep getting the message "failed to connect to URL"?

Failed to connect to URL means it is unable to connect to the website and can be caused by the following;

 

  • You have no internet connection, confirm by opening a webpage on the web browser on the desktop.
  • The host website is down. For example is 1Channel is giving you this error only then visit primewire.ag to ensure their website is up and not under maintenance.
  • Poor signal strength
  • In certain situations it can be due to geoblocking for services like hulu.
  • In Kodi / XBMC go to system - settings - system - internet access. Confirm that "Use and http proxy server to...." has a grey dot beside it. If it is blue, click on it to go grey and exit out of Kodi / XBMC and relaunch in.

10. Q. Why is there no sound in Kodi / XBMC?

First thing to check is to make sure the volume isn't muted. Press "+" on the remote control and make sure the volume bar is completely blue.

If the bar is full and there is still no sound, this is typically caused when the hard drive begins to fill up. Please use Raw Maintenance and clear the cache, thumbnails and packages immediately to prevent a system lock up. To re-enable the sound to go system - settings - system - audio output - from here select your output device. On the Raw Media devices choose the4th option down, this should be your TV.

11. Q. Add-on fails to open "script failed" as soon as it is clicked on?

This is typically caused by the hard drive running out of room, please use Raw Maintenance immediately and clear the cache, thumbnails, and packages. If there is sufficient space on the hard drive and you still receive a script error it could be the add-on being broken or something has corrupted in the software. Please call us.

12. Q. Why is my hard drive full, I don't download?

This is typically caused by thumbnails. While you may not be downloading anything and just streaming, all the metadata and thumbnails for the backgrounds and posters are saving to the hard drive to reduce load times. These thumbnails can quickly build up depending on the add-ons you use and how you search for content. Luckily we have made a solution to fix this, please install and use Raw Maintenance.

14. Q. No add-ons or missing add-ons in "get more"?

The databases have become corrupt, the simplest way to fix this is to go to system - settings - add-ons - get add-ons - then highlight any repository and press "c". Choose force refresh from the list, wait 15 seconds and click on the repository, it should then say "working" in the lower right corner. This may have to be done several times to refresh all the repositories. Alternatively you can manually erase the data bases:

 

  • For the Raw Media devices: On the desktop click on the start menu and then go to accessories then file manager. Double click on the .Kodi or .XBMC folder (depending on the version you have) then double click on userdata and then double click on database. Delete all of the files except for the file folder "CDDB".

15. Q. Screen 1/4 size and in bottom left corner?

This is generally an Android issue, press the "\" button above the enter button on your remote control.

13. Q. I'm getting a warning about storage space?

This is typically caused by thumbnails. While you may not be downloading anything and just streaming, all the metadata and thumbnails for the backgrounds and posters are saving to the hard drive to reduce load times. These thumbnails can quickly build up depending on the add-ons you use and how you search for content. Please go to programs and then  Raw Maintenance and clear the cache, thumbnails and packages immediately. This warning is designed to prevent system lock ups and the black screen of death.

16. Q. Why does it say "Cache is filled before reaching required..."?

Your system doesn't have enough memory space to buffer the required amount of the video without having to stop to buffer again later. Android's cache limit is 30MB, Raw Media devices are set standard to 230MB. If you used a "wizard" or "TVMC" on your Raw Media device your cache limit has been downgraded to 30MB. Please call us.

17. Q. Kodi /XBMC is running slower than normal?

Your hard drive might be beginning to fill up and run out of room. Please use Raw Maintenance to clear the cache, thumbnails, and packages.

18. Q. Kodi /XBMC hangs or wont shut down or exit?

What is actually causing this is an add-on crashing. If you let it sit longer than 5 minutes and it still wont shut down tap the power button on the front of the Raw Media box. If you're using an Android or Apple TV you may need to unplug the system.

19. Q. Why is my box frozen?

Check to see if it's actually a remote issue. If you are using a Rii keyboard remote, ensure the blue light is lit and no lights are blinking. Try plugging in a keyboard or mouse to your device and see if it works then. If it is an Apple TV and it is unresponsive but when you press a button the light flickers, press and hold menu and left for 6 seconds.

20. Q. Why is my remote not communicating?

Make sure the remote is on and you have a solid blue light. If the yellow light is blinking ensure you have the RF receiver located in the back of the remote is plugged into the device via the USB extender cable and extended fully away from the device. Please refer to the unboxing demo video. If it is still not communicating please call us.

21. Q. No signal from device?

Ensure you plugged in the HDMI cord to both the device and the TV before powering on the device. Ensure you are on the right video input. Try changing HDMI cords. Still no signal? Please call.

22. Q. Some add-ons don't work?

Some of the add-ons have been abandoned by their developer and there is no way to fix them until a new developer picks up the project. For example very few aspects of Canada on demand work.

23. Q. Script failed when I click a source to watch video?

What this means is the link you are trying to access (source for the video) has been removed from the internet, try another source.

24. Q. Volume is very quiet?

If you are using a Rii remote press "+" which is 2 to the left of the space bar to increase the volume. On Apple TV and Android remotes press up.

25. Q. System not booting, only showing text on screen?

You have the black screen of death. This is caused from your hard drive getting full. Try pressing either: Ctrl+Alt+F1, Alt+F1, Ctrl+Alt+F2, Alt+F2 to get a log in screen and follow this video tutorial.

26. I have sound but no picture when playing a video?

This is a Android only issue, launch Kodi / XBMC and go to -> system -> settings -> video, then go to acceleration, make sure that all the items listed "allow hardware…" at the bottom are unchecked (grey dots) exit out of Kodi / XBMCa and relaunch and it should work