Dear community

In addition to our main article [Swisscom is converting TV boxes to the new Android operating system](https://community.swisscom.ch/t5/Nutzung-mit-TV-Box/Swisscom-stellen-TV-Boxen-auf-neues-Android- Operating system-um/m-p/817201#U817201) you can find basic troubleshooting measures for problems here may appear during the update:

Remote control problems

If your remote cannot connect to the box after the firmware update, there are a few steps you can try:

If you have these problems, we recommend the following troubleshooting steps:

1. Remove the battery from the Swisscom remote control and press the OK button for 5 seconds.
2. Reinsert the batteries.
3. Press buttons 1 + 3 simultaneously on the remote control for about 3 seconds until the LED lights up red.
4. Press the WPS button on your TV-Box for 5 seconds (on the Swisscom Box this is on the back near the ports, on the Swisscom Box 21 it is on the left side of the housing). This puts the TV-Box into “remote connection mode”.
5. Follow the instructions on the TV.

If this doesn’t work, you can try a hard reset:

1. Take a paper clip and press the reset button on the bottom of the TV-Box for 2 seconds.
2. Press buttons 1 + 3 on the remote control (again) for about 3 seconds until the LED lights up red.

Please note: A hard reset requires a connection via Ethernet cable. If your TV-Box is connected to the router directly via WiFi, first connect it with an Ethernet cable before starting the hard reset.

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Image problems

No TV picture – No signal

There are individual TV sets from Philips, Sony or Panasonic from 2021 that no longer display a TV picture. After restarting the TV-Box you will briefly see the message “One moment please” and then the image remains black.

In this case, please contact the Swisscom hotline directly for further help.

Regular image disruptions

There may be picture problems with individual TV sets. These manifest themselves, for example, in recurring interruptions (black screen) or flickering.

Different remedial measures can lead to success here:

1. Unplug the HDMI cable from the running TV-Box and plug it back in. This will re-establish the HDMI connection between the box and the TV.
2. Check that the TV-Box is connected to an HDMI-Anschluss that is capable of HDMI2.0 and HDCP 2.2 (often not all connections on the TV devices can guarantee the optimal resolution. (Samsung in particular has connections that are compatible with STB marked, are often not the optimal ones)
3. Make sure HDR is enabled in the device settings. The exact name of this function may vary depending on the manufacturer, e.g. HDMI UHD Color, Extended Format or Deep Color.

The following knowledge article can help here: [UHD & HDR for Swisscom blue TV: This is what you need to know](https://community.swisscom.ch/t5/TV-Wissensbox/UHD-amp-HDR-f%C3%BCr-Swisscom-blue -TV-You-have-to-know/m-p/532522#U532522)

Please note: On older devices from 2014/2015, disabling HDR may result in an improvement, unlike other devices.

You can also try restarting all HDMI components. The best way to do this is to unplug all components:

1. Unplug all devices such as TV-Box, TV and any other devices such as soundbar or hi-fi receiver.
2. First plug the TV and the soundbar/hi-fi receiver back in. You can then plug the TV-Box back in.

If these remedial measures do not help, please contact the Swisscom hotline.

This post has been made read-only for clarity. Please ask your questions on the topic in this article: [Swisscom is converting TV boxes to the new Android operating system](https://community.swisscom.ch/t5/Nutzung-mit-TV-Box/Swisscom-stellen-TV-Boxen- to-new-Android-operating-system-at/m-p/817201#U817201)

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