Basic Troubleshooting Steps for General Problems

Modified on Fri, 7 Aug at 6:56 AM

This page covers the general steps to try when your ADTH box is not working correctly and you are not sure why. If you already know your problem is about channels, the remote, or a software update, the more specific pages below will usually solve it faster.

Is there a more specific guide for your problem?

Missing a channel, or a channel that worked before has stopped: see Scanning for channels and "Achieving Better Channel Reception with Your Antenna".
The software update will not finish, fails partway, or cannot find your network: see How to update the system software.
The remote is not working properly: see The remote is not working properly.
The box will not turn on at all, or is stuck restarting: skip to The box is frozen, stuck restarting, or unresponsive below.

If none of those match, or you have already tried the relevant page, the steps below are the right place to start.

Basic steps to try first

These are safe for almost any problem and do not erase anything on your box.

Check for updates. Go to Settings > About and check for a software update. If one is available, install it.
Turn the box off, then back on. Use the power button, wait a few seconds, turn it back on.
Unplug the power cable, wait 30 seconds, then plug it back in. This fully restarts the box, which step 2 alone does not always do.

If one of those fixes it, you are done.

If that did not work

You cannot find a channel, or a channel stopped working

First try a rescan: see Scanning for channels. If that does not bring it back, or reception is weak, see Achieving Better Channel Reception with Your Antenna.

One thing worth knowing: channel guide information and channel authorisation come over the air from the broadcaster in your area, not from ADTH. If a broadcaster changes their signal or lineup, we cannot add or restore that channel from our side. If a rescan and antenna adjustment do not bring a channel back, that is usually why.

The box also has a single tuner, so it can only receive one frequency at a time. That is expected behaviour, not a fault.

The box is frozen, stuck restarting, or unresponsive

If the basic steps have not helped, a factory reset is the next step. Please read this first: a factory reset erases your channel list and your settings, including your Wi-Fi connection, audio and caption preferences, and favourites. It does not damage the box, but you will need to reconnect to Wi-Fi and rescan for channels afterwards. Only do this after the steps above have not worked.

See Factory Reset / System Reset for the full steps, including the reset button on the back of the box for a unit that will not start up at all.

About the beta update channel

Your box can be switched to a beta update channel, which receives new features before they reach the main channel. Beta is optional and intended for people who want to try upcoming features early. It is not a way to fix a problem, because beta software is less tested. If you are already on beta and having problems, switching back to the main channel is a reasonable thing to try.

Still stuck? Contact support

Please submit a ticket. To get it resolved in one exchange rather than several, include:

Your software version, from Settings > About.
Your full serial number, from Settings > About or the bottom of the device. It has two parts joined by a hyphen, for example DGIA3L13318079E-GZ24070063600640. Please include both halves, since sending only one is the most common reason a ticket needs a follow-up.
If the problem is with a specific channel: the channel number, its callsign, whether it is ATSC 1.0 or ATSC 3.0, and your city and state.

Last reviewed: 7 August 2026.