Credits Issues Troubleshooting Guide
 

CREDIT BASED OPERATIONS ISSUE / ACCOUNT/ UNLOCK/READ CODES via SERVER ISSUE TROUBLESHOOTING GUIDE



1. Device was not Unlocked/ Read Codes Not Found / Errors during operation (credits wasn't withdrawn)


Possible Reason:

• New firmware/ security version, device isn't supported, drivers / cable issues.

Solution:

• Please, post all information in detail in forum with logs.

2. Device was not Unlocked/ Read Codes Not Found / Errors during operation (credits withdrawn)


Possible Reasons:

• Security was damaged or modified.

• Drivers or connection issue (cable problem, internet timeout).

• Firmware version is too old or damaged (SW- modem part) after downgrade attempt.

Solution:

• check that IMEI and SW version are correct, not Unknown or NULL/ 000000000.

• repeat Unlock/ Read Codes operation from the same Internet connection using same account and same box or dongle.

• make sure that all drivers are installed correctly and devices can be detected via USB cable (check Device manager)

• send us email to: [email protected] with detailed issue description,but not later than 7 days after operation has been performed, attach log files, box serial number and Octoplus credits username if none of above had worked.

P.S. EMAIL WITHOUT LOGS, SN, ACCOUNT NAME WILL BE IGNORED!


3. Device doesn't accept Codes:

Possible Reason:

• Firmware version is too old or damaged (SW- modem part) after downgrade attempt.

Solution:

• Try to reflash the device with stock firmware, do Factory Data Reset and repeat entering codes attempt.

• send us email to: [email protected] with detailed issue description, attach log files, box serial number and Octoplus credits username if none of above had worked

P.S. EMAIL WITHOUT LOGS, SN, ACCOUNT NAME WILL BE IGNORED!


4. User's fault, not following Software manual and instructions, PC stops, lose electricity, etc:

Possible Reason:

• If You ignore Software manual or Software instructions/ warnings, credits will not be refunded!

Solution:

• Always read Software manual by pressing "Help" or "Cable & Manual" button in Software before doing anything and strictly follow software instructions!

NOTE: ANY POST ABOUT CREDIT BASED OPERATIONS: UNLOCK / READ CODES / ACCOUNT ISSUE WILL BE DELETED. All issues will be fixed only via email!


Please don't worry if you were charged twice, credits will be refunded.


WBR,
Octoplus Box Team