DO I NEED A SATELLITE DISH?

You do not require a Satellite Dish.

All devices that we sell on the ZaapTV website require an active Internet Connection.

WHAT INTERNET CONNECTION SPEED DO I NEED?

We recommend a minimum speed of 6Mbps but there are several factors that may inhibit you from receiving the best possible streaming service.

The first step is to ensure that your speed is adequate and you may do this by clicking on https://speedtest.net

HOW MUCH BANDWITH DOES THE DEVICE CONSUME?

The amount of bandwidth consumed is directly related to how much you actually use it. A heavy user depending on the connection being either ADSL or Cable / NBN can use a minimum of 6 Gigabits a day. We highly recommend an unlimited plan.

ARE THERE ANY EXTRA MONTHLY FEES OR HIDDEN FEES?

There are no hidden fees or extra charges. The purchase price includes the ZAAPTV Service Fee which may be for 36 months, 24 months or 12 months, depending on which product and what options you choose.

ZaapTV is a pre-paid product. This means there are no additional fees.

HOW CAN I TRACK MY PURCHASE?

Once you have purchased your device through the ZAAPTV Australia online store and your order has been processed, you will receive a tracking notification from our chosen carrier, Australia Post. For all international orders, we use DHL Express.

You can also use our Track your Order link by simply entering your Order ID and Billing Email Address.

We typically send parcels on the same day as payment is received, but sometimes it may take up to 3 business days to process your order. You can track your parcel by entering your Article ID into the the Australia Post website.
If there are any issues with the delivery of your parcel, please contact Australia Post on  13 13 18 and advise them of your tracking number.

If your item(s) was sent by DHL Express, you will receive a Waybill number from them and you can track your parcel using the DHL Express website. For any delivery issues, you may contact DHL Express on 13 14 06.

MY DEVICE IS FAULTY WHAT SHOULD I DO?

Please visit our troubleshooting section to try and rectify your issue. If you cannot resolve your issue through the troubleshooting section then your device may be defective please click here to request a service ticket

MY REMOTE CONTROL IS NOT WORKING

Most Remote Controls have a Red or Green indicator light. When you press any button on the Remote Control the LED light should light up.

If there is no light, try changing the batteries and ensure they are the correct way around.

If the Remote Control light works and the device is not responding, then you may need to either Pair the Remote Control (HD609, “X”) with your device or do a Factory Reset on your device (HD809, HD709, HD609, “X”). You can find more information on how to do a Factory Reset on our website: https://zaaptv.com.au/support/

HOW DO I GET THE LATEST FIRMWARE OR SOFTWARE UPDATES?

All ZaapTV devices automatically retrieve the latest software and firmware upgrades. Where instructed you may be prompted to proceed or press install for the Update to take place.

We have instructional videos on our website and on our Youtube Channel which will guide you through these processes.

DO I HAVE TO INSTALL FIRMWARE AND SOFTWARE UPDATES?

ZaapTV devices periodically require software updates. Updates may include extra features and fixes for glitches that are found  in the system.

We have instructional videos on our website and on our Youtube Channel which will guide you through these Update processes.

SOME CHANNELS ARE NOT AVAILABLE

ZAAPTV devices and the products we sell do not come with channel warranty and therefore many channels have limited availability. You will be notified onscreen if a channel is not available within Australia.

If you require a particular channel, we request you enquire first prior to making purchase of any device.

CAN I ADD CHANNELS TO ANY OF THE DEVICES?

Users are unable to add any Channels to their devices. Please contact ZAAPTV Support for all questions relating to Channels.

Before you can begin watching TV, you will need to Activate your ZAAPTV Service. You can do this by entering the 16 digit Voucher / PIN number found on your Receipt. Your Voucher is not case sensitive and you do not need to put in the hyphens between each group of 4 digits.

Voucher example: APW1-67TW-PL9V-4TRE

ZAAPTV Product Activation

ZAAPTV Product Activation

ZAAPTV Product Activation

If you are seeing the following Device Authorisation screen, you will need to contact our Office or your Reseller.
DO NOT FOLLOW THE INSTRUCTIONS ON SCREEN AS YOUR DEVICE HAS BEEN PRE-REGISTERED.

We need the Device Authorisation Code to complete the process. This code changes every 1 hour, so before you contact us, please ensure you have the most recent code. You can do this by turning the device off and on.

Complete the Device Authorisation form online.

ZAAPTV Device Authorisation

ZAAPTV Device Authorisation Code

 

Many things can cause your ZAAPTV device to buffer and freeze whilst streaming your Favourite Greek TV or Arabic TV Channels.

The most common reason for Freezing and Buffering is due to Internet Congestion and this is directly related to your Internet Providers Service. Typically these problems occur anywhere between 3pm to 1am. We suggest you call your Internet provider first before you do anything else.

Other Electronic devices can also interfere with your modem’s Wi-Fi signal and this can significantly affect the performance of streaming. You may not be able to eliminate the interference, buffering or freezing, but you can minimise it.

Here are some quick tips for troubleshooting your home’s wireless interference.

  • Move your wireless Modem Router to another location preferably closer to your TV where your ZAAPTV device is installed, especially if you are using Wi-Fi and if the distance between your modem and ZAAPTV device is more than 7m
  • Place your modem on a desk or on top of an elevated shelf where the WiFi signal travels better “downwards”
  • Install a Wi-Fi range-extender or Powerline Adaptor. The Wi-Fi Range Extender is typically setup in a central location in the home. However, we prefer a Powerline adaptor instead as one of our preferred solutions.
  • Unplug other electronics that may be interfering with your connection such as cordless handsets, baby monitors
  • Enable channel auto-switching on your Modem Router. The best channel for your WiFi is the one not being used by most other WiFi networks around you (e.g. the neighbours). For example, if most other WiFi networks are using channel 11, try using channel 1 or 6 in your modem’s WiFi settings. Channels 1, 6 and 11 are the most ideal channels to use in Australia.
  • Purchase a better Modem / Router which has Superior Performance and Wireless Coverage than your ISP provided Modem. 
  • Replace your modem, if it is more than 3 or 4 years old
  • Use an external USB Wi-Fi Antenna and connect to the USB on your ZAAPTV device
  • Use an AV Sender with IR Receiver. Connect an AV Sender (transmitter unit) to your ZAAPTV device and install in the same room as your modem. Connect the AV Sender (receiver unit) to the TV where you wish to watch your favourite channels.

STREAMING PROBLEMS? HOTSPOT YOUR ZAAPTV DEVICE TO YOUR MOBILE PHONE

If you are experiencing streaming problems and don’t know if it is your Internet Provider or the ZAAPTV device which has a problem, then you can try the following to help diagnose the problem:

Power cycle your ZAAPTV device and Modem/Router

Unplug the power to your Modem/Router, unplug the Power to your ZAAPTV device, re-connect the Power to your Modem/Router and wait 5 minutes for all the led lights to stop flashing, then re-connect the power to your ZAAPTV device. Check to see if you are still experiencing the same issues.

Using your iPhone as a Modem (Hotspot)

  1. Open the Settings app, then select Mobile Data. See screenshots below.
  2. Tap Personal Hotspot and set Personal Hotspot to On, so the slide turns green.
  3. If Wi-Fi and/or Bluetooth are off, iOS will ask if you want to turn them back on.
  4. Tap ‘Wi-Fi Password’ and enter a suitable password. You will need this password later.
  5. Now check the name of the hotspot listed under To Connect Using Wi-Fi.

Using your Android Phone as a Modem (Hotspot)

  1. First, go into Settings > Network & Internet and look for Hotspot & tethering.
  2. Check for variations like Tethering, Mobile Hotspot and Tethering & portable hotspot.
  3. Tap Hotspot & tethering and you should see options for USB tethering, Wi-Fi hotspot, and Bluetooth tethering
  4. Tap Wi-Fi hotspot > Hotspot name to add or edit the name.
  5. Tap Security to and choose WPA2 PSK. The other option is none, which isn’t advised.
  6. Tap Hotspot password to add or update the password.
  7. Press the Menu/House button on your Remote Control to go back to the Main Menu of your ZAAPTV device.
  8. Select a Channel to see if it is streaming ok. You may have to restart your ZAAPTV device if it doesn’t play any channel.

Setting up your ZAAPTV to work with Wi-Fi

  1. Turn on your ZAAPTV device and wait for it to load
  2. From the Main Menu, select Applications and press ok
  3. Select Settings and press ok
  4. Select Network and press ok
  5. Select Wi-Fi and then select the name of your iPhone or Android Wi-Fi Hotspot
  6. Type in your password, to connect to your iPhone or Android
  7. Press the Menu/House button on your Remote Control to go back to the Main Menu
  8. Select a Channel to see if it is streaming ok. You may have to restart your ZAAPTV device if it doesn’t play any channel.

FACTORY RESET INSTRUCTIONS

Factory Reset (Software): Preferred Method

1. Go to the Settings. This can be found down the bottom after the Movies section. Press the home or back buttons if you are on another screen.
2. Go to SETTINGS and Select STORAGE AND RESET
3. Select FACTORY RESET and ERASE EVERYTHING
4. Wait for device to reboot
5. After Rebooting, you will be asked to Authorize the Device. Please press Proceed. You will then see an Authorization Code as shown below.
6. You will need to Authorize your Device. You can do this by calling our Office during Business Hours on 03 9005 5401 or send us your Authorization Code through our website and click on the Contact Us link: https://zaaptv.com.au/contact

NOTE: the Authorization Code expires after 1 hour. Please ensure you have the most recent code before calling our Support team.

Factory Reset (Hardware) instructions: ONLY if you are unable to complete the above steps

1. Unplug the Power Adaptor from your ZAAPTV device
2. Insert a paperclip or suitable small object into the Reset button. Depending on your device, the Reset button may be located on the underside or at the rear next to the HDMI connector.

DO NOT PRESS HARD ON THE RESET BUTTON AS YOU WILL DAMAGE THE DEVICE.

3. Apply Power to your ZAAPTV device whilst holding the paperclip for 10-15 seconds
4. Using your Remote Control, go down to Wipe Data/Factory Reset, press OK
5. Go down, to “Yes — delete all user data” and press ok
6. Once this has been, Reboot Now
7. After Rebooting, you will be asked to Authorize the Device. Please press Proceed. You will then see an Authorization Code as shown below.
8. Please call our Support Team to Activate the device on 03 9005 5401 press Option 2.

If you are calling outside of Business Hours, please send an SMS Text with your Full Name, Customer No and Mob: 0490035639. Alternatively, complete the Contact Us form by clicking the link below. In the “Your Message” section, please type in the Authorisation code shown on the screen: https://zaaptv.com.au/contact

IF YOUR DEVICE IS SHOWING DEVICE STORAGE FULL MESSAGE OR IS NOT STARTING

Solution: Please follow the Factory Reset Instructions.

MY REMOTE CONTROL IS NOT WORKING OR THE DEVICE IS NOT RESPONDING
Most Remote Controls have a Red or Green indicator light. When you press any button on the Remote Control the LED light should light up.

If there is no light, try changing the batteries and ensure they are the correct way around.

If the Remote Control light works and the device is not responding, then you may need to either Pair the Remote Control (HD609, “X”) with your device or do a Factory Reset on your device (HD809, HD709, HD609, “X”). You can find more information on how to do a Factory Reset on our website: https://zaaptv.com.au/support/

Solution: Please follow the Factory Reset Instructions.

MY TV SHOWS THE ZAAPTV LOGO BUT THEN GOES BLACK

Solution: Please follow the Factory Reset Instructions.

I AM RECEIVING ERROR 404 OR CODE 0

This normally occurs when there is an Internet related problem, channel error etc.
If you see any of these Error Codes on all channels, then follow the instructions below:

  1. Remove the power to your Modem/Router
  2. Remove the power to your ZAAPTV device
  3. Re-connect the power to your Modem/Router and wait 10 minutes
  4. Re-connect the power to your ZAAPTV device and check the channels again

If the problem persists, check your Modem/Router and confirm the Internet Light is on. If not, you will need to contact your Internet Provider. If the Internet Light is on and you are still receiving these errors, please contact our Office through the ZaapTV website: https://zaaptv.com.au/contact