Frequently asked
Questions & Tips
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"There is an arrow on my screen"
Locate the cursor button on your remote (Computer Mouse Symbol) and press it once to deactive the cursor mode. Try navigating using your arrow buttons, the cursor should disappear shortly.
"How do I remove the numbers on the top right of my screen?"
Locate your menu button (Three horizontal lines on Pro Remote / Labeled "Menu" on
V-3 Style remote) While viewing a channel, press it, then select "Settings" and uncheck "Make internet speed visible".
"My HeatVod / HeatUltra keeps Freezing"
For HeatVod, Locate the "Menu" button (Three horizontal lines on Pro Remote / Labeled "Menu" on
V-3 Style remote) and press it to change servers until you find one that is stable.
For HeatUltra press the up arrow while watching something to see if it offers different quality options like (Best, High, or Normal) You can adjust quality down to improve link stabilization. Not all links offer different quality options.
"Should I install the HeatLive Update? When trying to install it, it asks me if I should allow installation of unknown sources"
Always install the Heat updates unless told otherwise. To avoid having to go through the "Unknown Sources" Prompt, go to System Settings - Device Preferences - Security and Restrictions - Unknown Sources - Then check all Heat Apps to allow installation of Unknown Sources.
"Why is my Text to Voice feature only working on the Heat Apps?"
Almost all 3rd party apps require you to press the "Ok" button on the on-screen keyboard microphone symbol to activate the voice feature. Only the Heat Apps allow you to use the microphone button on your remote.
"My screen is green or purple with lines through it" or "My screen says it cannot connect to input / Source"
A green or purple screen with lines through it can indicate a bad connection with the HDMI cable or a bad connection in general. First try a different HDMI input and also check to be sure the connection is snug on the box and TV. If this does not work replace the HDMI cable completely.
If your screen says it cannot connect to the input this can be typically resolved by either trying another HDMI input or rebooting the Box while the TV remains on.
"The sound is cutting in and out / Fluctuating in volume"
This is a known issue with Vizo and Samsung TVs. First, go to the main menu of the TV - "Audio Settings - "Leveling" or "Volume leveling" and turn it off.
"How do I program my remote to my TV?"
Locate directions on the back of your remote or follow these links for a tutorial.
Pro Remote
How To Program The VSeeBox PRO Remote Control
V-3 Remote
"How do I utilize the 7-day Play Back Feature?"
Open HeatLive or HeatBackup - Scroll through channels and locate the ones with the circular arrow and play symbol. Then press the up arrow to see the schedule / Lineup. Press the right arrow to go back in time to the date / time you are looking for. When you find the program you would like, select it and watch. To end Playback press the back button and select "Live"
"How do I save channels to my favorites list?"
Press the "Ok" Button while highlighting a channel, long hold for two seconds. A heart symbol will appear indicating you have saved it.
"How to Clear your Cache"
V2, Max, Elite, Elite Ultra, and V5 Pro: Go to System Settings
→ Device Preferences →
Storage → Internal Shared Storage → Cached Data → Clear
Cache.
V3 Pro, V3 Plus, V6Max, and V6 Plus: Go to System Settings
→ Apps → Clear
Cache (be careful not to clear data).
• Add your MAC address for your box to your router’s firewall settings to give it full access.
"Should I install the HeatLive Update? When trying to install it, it asks me if I should allow installation of unknown sources"
Always install the Heat updates unless told otherwise. To avoid having to go through the "Unknown Sources" Prompt, go to System Settings - Device Preferences - Security and Restrictions - Unknown Sources - Then check all Heat Apps to allow installation of Unknown Sources.
Bonus Tip
Most issues are WIFI related or operator errors. Always run internet speed tests to ensure your receiving at least 25 mbps. If you are not receiving that minimum you will need to upgrade your ISP. This means if HeatLive is buffering then it is most certainly a WIFI speed issue. if HeatVod is buffering you will need to change servers. Make sure to clear your cache once a week. Also unplug and replug in your box to reboot the system once a month. If you are not using your box turn it off.
"How do I add additional Apps?"
