SecureVision Smart Support

📶 Can't Connect to WiFi - Detailed Steps

Step 1: Forget the network on your device

• iPhone/iPad: Settings → WiFi → Tap (i) next to network → Forget This Network
• Android: Settings → WiFi → Long press network → Forget Network
• Windows: Settings → Network → Manage Known Networks → Forget
• Mac: System Preferences → Network → WiFi → Advanced → Remove network

Step 2: Restart your device completely

Step 3: Search for the network again and enter password carefully (case-sensitive)

Step 4: If still not working, restart the WiFi router (unplug 30 seconds, plug back in, wait 3 minutes)

🐌 Slow Internet Speeds - Detailed Steps

Your expected speed: 1 Gig - you should experience very fast internet

Step 1: Test your speed at fast.com or speedtest.net

Step 2: Restart your device

Step 3: Move closer to the WiFi router (thick walls and distance reduce speed)

Step 4: Disconnect other devices not in use (each device shares bandwidth)

Step 5: Close background apps using internet

Step 6: Try using 5GHz network if available (faster than 2.4GHz)

Step 7 (wired connections): If you're plugged in with an Ethernet cable, confirm the device's port can actually handle our speed. See the note below.

📌 About Ethernet port speed limits: Every device with an Ethernet port has a maximum speed that port can handle, no matter how fast the internet service is. If the service is faster than the port, the port becomes the limit, not the internet.

• 10/100 port (Fast Ethernet): Tops out at 100 Mbps. Common on older laptops, many smart TVs, streaming boxes, and printers.
• 10/100/1000 port (Gigabit Ethernet): Tops out at 1,000 Mbps (1 Gig). Standard on most modern computers and routers.
• 2.5G / 5G / 10G port (Multi-Gig): Required to reach wired speeds above 1 Gig.

Example: If your unit has 1 Gig service but your laptop has a 10/100 port, the fastest you will ever get over that cable is 100 Mbps. That is the port doing its job at its limit, not a service issue.

How to check your port: Look for a label near the port (often printed as 10/100 or 10/100/1000), or search your device model online for "Ethernet port speed." On Windows you can also open Settings, Network, and view the link speed; on Mac, check System Settings, Network, Details.

Don't forget the cable: An old Cat5 cable can also cap speed. Use Cat5e or Cat6 for full Gigabit performance.

Quick test: Run the same speed test over WiFi and compare. If WiFi is much faster than the wired connection, the device's port or cable is the bottleneck.

If still slow: Contact support - there may be a service issue

📡 Weak WiFi Signal - Detailed Steps

Understanding WiFi range: Signal weakens through walls and with distance

Step 1: Move closer to the WiFi router location in your unit

Step 2: Avoid placing device behind thick walls, metal objects, or appliances

Step 3: Keep away from microwave ovens when in use (interferes with 2.4GHz)

Step 4: Try different rooms to find better signal areas

Step 5: Use 2.4GHz network for better range (5GHz is faster but shorter range)

If signal is weak everywhere: Contact support - router may need adjustment

⚠️ Connection Drops Frequently - Detailed Steps

Step 1: Check how many devices are connected (too many can cause drops)

Step 2: Disconnect devices not currently in use

Step 3: Restart your device

Step 4: Forget and reconnect to the network

Step 5: Update your device's software (older software can cause connection issues)

Step 6: Reset network settings on your device

If continues: Contact support - may be equipment issue

📺 No Picture / Black Screen - Detailed Steps

Step 1: Press INPUT or SOURCE button on TV remote (not receiver remote)

Step 2: Cycle through HDMI inputs until you see the receiver menu

Step 3: Check that receiver has power (look for lights on front)

Step 4: Check that all cables are firmly connected (HDMI and power)

Step 5: Unplug receiver for 30 seconds, plug back in, wait 2-3 minutes

If still black: Contact support - may need service call

🎮 Remote Control Not Working - Detailed Steps

Step 1: Press SAT button at top of remote

Step 2: Replace batteries with fresh ones (not just flip them)

Step 3: Point remote directly at receiver (not TV)

Step 4: Remove any objects between remote and receiver

Step 5: Try pressing POWER button - does any light blink on remote?

Step 6: Clean battery contacts with cotton swab

If buttons still don't work: Contact support for remote replacement

🔇 No Sound - Detailed Steps

Step 1: Press MUTE button on remote

Step 2: Press Volume UP button several times

Step 3: Check TV volume (separate from receiver volume)

Step 4: Verify HDMI cable is firmly connected at both ends

Step 5: Try pressing INPUT on TV remote, cycle through inputs

Step 6: Check TV audio settings (make sure not set to external speakers)

If still no sound: Unplug receiver 30 seconds, wait for reboot

⏸️ Buffering / Freezing Picture - Detailed Steps

OnStream requires a strong WiFi connection to work properly

Step 1: Check WiFi speed at fast.com (you need at least 25 Mbps for HD streaming)

Step 2: Move closer to WiFi router or check WiFi signal strength

Step 3: Disconnect other devices using WiFi to free up bandwidth

Step 4: Restart the streaming device (unplug 30 seconds, plug back in)

Step 5: Restart the WiFi router (unplug 30 seconds, plug back in)

Step 6: Wait 3-5 minutes for everything to fully reconnect

If buffering continues: May be an internet service issue, open a support ticket

🌐 No Internet Connection - Detailed Steps

OnStream requires working internet to deliver TV

Step 1: Test WiFi on your phone or another device to confirm internet is working

Step 2: If WiFi works on other devices, restart the streaming device (unplug 30 seconds)

Step 3: On the streaming device, check the WiFi network name and password

Step 4: Forget the network on the streaming device and reconnect

Step 5: If WiFi doesn't work anywhere, restart the router (unplug 30 seconds)

If WiFi works but TV still shows no internet: Open a support ticket