Xiaoyun Box After-Sales FAQ

"About after-sales service"

1. Xiaoyun Box cannot download the application market?

➤. Please turn on your mobile phone hotspot, connect the box to your mobile phone hotspot, and then download and install [App Store].
➤. Reconnect to the wired or wireless network and install the relevant application from the app store.

2. Can’t watch [Yogurt TV] on Xiaoyun TV box?

➤. Please update your【Yogurt TV】. Uninstall [Yogurt TV] from [App Store], then shut down and disconnect for 3 minutes, then restart and re-download and install [Yogurt TV] from [App Store].

3. What are the network requirements for Xiaoyun TV Box? Will it freeze while watching?

➤. 10Mbps network is enough to watch HD videos smoothly.

4. Can the Xiaoyun set-top box be automatically upgraded?

➤. Products will be upgraded from time to time. When you start the TV box for the first time every day, the system will automatically detect whether there is new software. If so, an upgrade prompt will appear. If you want to upgrade, just select Upgrade.

5.What operating system does the Xiaoyun TV box use?

➤. Using Android 12.0 system and supporting Android system software. You can freely install Android applications such as games and video software.

6. How to connect Xiaoyun TV media box? What are the requirements for a TV? Can I use an old TV?

➤. Currently, mainstream TVs use HDMI interface. (Please check if your TV has an HDMI interface.) Connect the TV box to the TV via HDMI.
➤. You can use HDMI conversion cable to connect to your old TV. In addition to televisions, you can also use other display devices such as computer monitors and projectors.

7. What payment methods do you support?

➤. We support multiple payment methods such as international credit cards, WeChat/Alipay, Western Union, Atom, etc.

7. How to reset Xiaoyun Internet TV Box?

➤. Using the remote control, select Home > Settings > Device Preferences > Reset.

8. How to switch Xiaoyun TV box to mouse mode?

➤. Press the button on the right side of the remote control to switch.

9. What should I do if Error502 appears on Xiaoyun TV box?

➤. It is under maintenance. Please wait until maintenance is completed. Please use other live streaming software first. We apologize for the inconvenience.

10. What should I do if the video on Xiaoyun TV box freezes?

➤. We need you to provide the following information: 1. Country/region, 2. Usage time, 3. Selected movie (channel/movie name), 4. Network operator, 5. Provide device photos.
➤. I will send your information to a technician for follow-up processing.

11.What AV cable and microphone interfaces does the Xiaoyun smart TV box support?

➤. Only supports 3.5mm specification. Note: The latest 9P supports connecting Bluetooth microphone.

12. What should I do if the Xiaoyun TV box has no picture (black screen) or no sound (when there is a picture)?

➤. Unplug both ends of the HDMI cable and reconnect, making sure the cable is plugged in tightly.
➤. Try using a different HDMI port on your TV.
➤. Try using a different HDMI cable.
➤. If none of the above methods can solve the problem, please contact customer service for assistance.

13. How to update the software on Xiaoyun TV box?

➤. Due to compatibility issues between hardware and software, we do not recommend that you update the software yourself. Updating software can be risky and may render your device unusable.
➤. If necessary, please contact customer service for help.

14. What is the method to manually install software on Xiaoyun TV box?

➤. Download the software to your computer, convert it to a USB flash drive, connect the USB flash drive to the box, open the file manager, select the USB flash drive, select the APK file, and click to install.

15. Xiaoyun TV box prompts to update, but all attempts fail.

➤. Go to Main Menu > Settings > Device Preferences > Reset (Factory Reset) > Wipe All Data > Then go to Updates section > Network Updates.

16. What should I do if I see an Error 404 message?

➤. This message indicates that the device is not connected to the network. Please check your network connection.

17. The video playback of Xiaoyun TV box is very laggy and many channels cannot be played.

➤. Please pay attention to the APK in use and the intermittent channel number, and contact customer service for help.

18. How to solve the problem of application crash?

➤. Uninstall and reinstall the corresponding software from the App Store, or if the software was installed manually, reinstall the latest version of the software.

19. How to adjust the resolution of Xiaoyun TV box?

➤. Go to Settings > Display > HDMI Output Mode > Switch.

20. What should I do if the screen exceeds the range of the TV?

➤. Go to Settings > Display > Screen Cropping.

21. After restoring factory settings, where can I download the Xiaoyun TV box software?

➤. You can download and install the software from the "App Store"; or you can download the APK from Google Play or Android Market.

22. What should I do if the program playing time on Xiaoyun TV box is wrong?

➤. Please enter the settings and adjust the time zone to the corresponding time zone.

23. What should I do if the screen flickers on Xiaoyun TV box?

➤. If there is a flash screen after loading after booting, please contact customer service to reinstall;
➤. If after normal startup, there is no operation when entering the homepage, and a blue screen continues to flash, please contact customer service to reinstall;
➤. If you click something (such as "Wonderful Movies") and it crashes to the homepage, please restore the factory settings once.

24. Which apps in Xiaoyun Entertainment Box have the latest Cantonese and Hong Kong dramas?

➤. You can check in through new Yogurt TV and other software.

25. What is the after-sales policy of Xiaoyun TV Box? Is there an annual fee?

➤. Product warranty is one year, no annual fee, and free service forever. If you have any questions or problems about the boxes purchased on this website, you can contact customer service for after-sales consultation.
➤. For any usage issues, you can also add Xiaoyun’s official customer service or WeChat official account at the bottom of the box for consultation. We are here for you with official support!

26. What should I do if my Xiaoyun TV Box malfunctions or malfunctions during the warranty period? Who can I ask for help?

Please rest assured that we provide customers with perfect after-sales service.
➤. If there is any abnormality when using the TV box during the one-year warranty period, you can contact us for help. For non-human damage during the warranty period, if it is determined to be a hardware failure through professional after-sales testing, we will replace it with a new one free of charge.
➤. If there is man-made damage during the warranty period or the warranty period has expired, we can also assist you in sending it back to the original factory for repair, and charge additional service fees based on the damage.
My Xiaoyun box has expired, can I still contact you for repair?

➤. Yes of course. You can contact us anytime during business hours for assistance.
➤. Repairing a TV box that is out of warranty will incur related inspection fees, and we will give you a quote based on the damage.

27. I bought a Xiaoyun TV box from another Xiaoyun seller. Will you help me with this problem?

➤. If there are software-related problems with the box, we can help you solve them;
➤. If there are hardware-related problems with the box, you need to contact the seller you purchased from or Xiaoyun’s professional after-sales service for help;
➤. We are only responsible for Xiaoyun boxes purchased in our store and do not assume any responsibility for those purchased outside our store. Thank you for your understanding and support.