Problems with a Freesat box
We've put together this list of solutions for issues you might have with your box
Box has frozen or is unresponsive
If your box freezes, please turn it off at the mains and wait for thirty seconds before restarting. If this doesn't resolve it, and you are able to access the menu, the next step would be to try a factory reset via the setting menu. This won't affect any stored recordings, but you will need to reset any planned recordings that you have scheduled. If your box freezes during a recording, turning it off at the mains will make the recording fail.
Pause & Rewind not working
If your Freesat Smart TV Recorder loses the ability to pause and rewind live TV, this suggests a problem with your hard drive. First, please ensure you have the latest version of software for your box - you can find out what version you have via system information in the settings menu and checking this against the information displayed on the manufacturer's website. Once you have validated this, the next step would be to perform a disk cleanup, via the settings menu. This won't affect any stored recordings, but if that fails the next step would be to format the hard drive, which will remove any stored recordings. Get in touch If you're having problems with your box, that aren't listed above, check the user manual that came with it should have troubleshooting advice. Failing that, manufacturers' websites often have additional information and advice around solutions for known issues. As ever, our contact centre will be happy to help on 0345 313 0051.
If your box has developed an issue that cannot be resolved you will need to contact the retailer you purchased it from.
Loss of hard drive and recordings
We are aware that some customers have experienced issues with their box failing to connect to their hard drive, meaning recording functionality, including live pause/rewind, and stored recordings are unavailable. We have been working with Humax to identify the root cause and Humax are now able to provide a resolution for affected customers. If you have experienced this issue, you will need to contact the Humax customer care centre for further information and details of how it can be resolved.
Humax customer care centre: 0344 318 8800