You may need to specifically allow your hardware access to your network. 

  • Even if your office has Internet, specific devices may need authorization, to get access. 

For example, your laptop may be allowed to connect to your Internet. However, the box may not have access. 

Network error flags

A couple things point to network issues:

  • Your TV is stuck on the Thinking message. Your box seems to have booted OK, but it doesn't get past the blue screen that says "Thinking."  
  • Or:  in the lower right and left, an error message says Setup error - please reseat the device cables and reboot


The TV needs 2 things from your network to be able to function properly:

  • Be able to get online — be assigned a DHCP address.
  • Be allowed to accept internet traffic of different kinds — specifically to send/receive UDP traffic.

It's not unusual for IT department to limit what devices have access to your office's network. They will need to whitelist your TV so that it can connect to the network. This will allow your TV to fully access the internet.

Example: when you're in a coffee shop, hotel room, or flight, you may get a pop-up window in order to let you onto the network. This is a "captive portal" — a classic example of being able to get a DHCP address, but not being allowed to get/send all Internet traffic. Until you accept their terms or make payment, you aren't allowed to fully access the Internet.

Whitelist your TV device

  • Contact us to get your MAC address.
  • You'll then need to speak with your IT person to whitelist this MAC address. Your network will then recognize the address, and grant your TV the network permissions it needs!

Still not working?

  • Make sure the ethernet jack you are connecting to is live. Sometimes an IT department will turn off unused ethernet jacks and they will need to specifically enable it. Try plugging in a device that you know can connect to your network to test whether or not that ethernet jack is working.
  • Make sure your ethernet cable works. Try swapping out ethernet cables. You may have a faulty or damaged cable.
  • Make sure the ethernet port on your TV is functioning. The port on your TV may be broken. Look for lights by the ethernet port when your device is powered on and the ethernet cable is plugged in. Contact support if there is a hardware issue and we can ship out a replacement right away.

Need more help? Email anytime. Chat with us M–F, 9am–5pm PST.

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