Problems with Sunrise TV

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  • Make a test connection in My Sunrise.

    If the problem persists, please take the following steps:

    1. Restart your TV Box by disconnecting the power for ten seconds.
    2. Check if the input channel on your TV is set correctly (AV/TV).
    3. Check if the Internet connection is functioning.
    4. Check if all the connectors on your modem, the connection kit, the TV Box and the TV are properly plugged in. Use the cables included in the shipment for this.
    5. Remove any connection kits and connect only one device (computer/notebook) to your modem with the cable. Connect the modem directly to your phone jack with the original cable received in the shipment.

    If the problems persist, please contact our Customer Service department.

  • Restart your TV Box by disconnecting the power for ten seconds.

    If the problems persist, please contact our Customer Service department.

  • Please take the following steps:

    1. First check the batteries in the remote control and replace them if necessary.
    2. Restart your TV Box by disconnecting the power for ten seconds.
    3. Reset the remote control by pressing buttons 7 and 9 simultaneously for two seconds. The TV Box UHD will now report that the remote control cannot be detected. Restart the connection process by pressing any key.

    Remote control exchange in a special case
    If you have received a new remote control in exchange for your old remote control, please take the following steps:

    1. Reset the TV Box to factory settings by holding down the white button on the far right on the back of the TV Box for about 15 seconds.
    2. Reset the remote control by pressing buttons 7 and 9 simultaneously for two seconds. The TV Box UHD will now report that the remote control cannot be detected. Restart the connection process by pressing any key.

    If the problems persist, please contact our Customer Service department.

  • Please take the following steps:

    1. Make sure that the WLAN has not been disconnected from the Sunrise Internet Box.
    2. Restart your TV Box by disconnecting the power for ten seconds.
    3. Press the Wi-Fi button until the "TV" LED light on the Sunrise Internet Box begins to blink. Next, press the yellow button on the Sunrise TV remote control.
    4. Reset the modem by pressing the reset button on the left side of the Sunrise Internet Box with a pointed object (such as a paper clip) until you hear a faint click. Once the modem comes back online after the reset, the TV Box should recognize the WLAN and the installation can be completed.
    5. Set the 5 GHz WLAN to channel 100 or below. The channel must be changed to the 5 GHZ channel by using the user interface of the Sunrise Internet Box. To access the Sunrise Internet Box user interface, enter http://192.168.1.1 or http://sunrise.box in your web browser.

    If the problems persist, please contact our Customer Service department.

  • Unfortunately, disruptions from maintenance works or unforeseen events cannot be entirely prevented. Our technicians do their best to ensure that any disruptions are cleared up as quickly as possible.

    Information about known disruptions and maintenance work can be found here:

Other topics

  • Restart your TV Box by disconnecting the power for ten seconds.

    If the problems persist, please contact our Customer Service department.

  • Use a SCART cable or a different HDMI cable to connect your TV to the TV Box.

    If the problems continue, check if your TV software needs to be updated. To do this, please check your TV user manual.

  • Please take the following steps:

    1. Check if the Internet connection is functioning.
    2. Check if all connectors on your router, the connection kit, the TV Box and the TV are properly plugged in. Use the cables included in the shipment for this.
    3. Remove any connection kits and set up the minimum level of cabling. Use the cables included in the shipment for this.
    4. Restart your TV Box by disconnecting the power for ten seconds.

    If the problems persist, please contact our Customer Service department.

  • Please take the following steps:

    1. Make sure that you only use the HDMI cable included in the shipment.
    2. Restart your TV Box by disconnecting the power for ten seconds.

    If the problems persist, please contact our Customer Service department.

  • Please do not use a switch between the Sunrise Internet Box and the Sunrise TV Box UHD. Please follow these steps to correct the black screen:

    1. Separate the LAN cable from the switch
    2. Restart your Sunrise Internet Box by disconnecting the power for 30 seconds.
    3. Disconnect the Sunrise TV Box UHD from the power supply
    4. Wait until the Sunrise Internet Box has fully restarted and the Internet connection has been restored
    5. Plug the LAN cable for the Sunrise TV Box UHD directly into the Sunrise Internet Box
    6. Reconnect the Sunrise TV Box UHD to the power

    If the problems persist, please contact our Customer Service department.

  • If you are using the Sunrise TV Box UHD and you see a black screen in Live TV, Comeback TV or VoD (but Netflix is OK), this could be due to the new HDCP encoding.

    Please take the following steps:

    1. Unplug the HDMI cable from the TV.
    2. Restart your TV Box by disconnecting the power for ten seconds and wait about 30 seconds.
    3. Reconnect the HDMI cable to the TV.
    Important: The TV must remain on and connected to the correct input channel (source) during these steps. Use the "STB" HDMI input on your TV.

    If the problems persist, please contact our Customer Service department.

  • Please take the following steps:

    1. Verify that your TV Box UHD is set to SPDIF in the TV Settings menu.
    2. The TV Box UHD default setting is HDMI. With this setting, there is no signal or no sound via SPDIF of Optical Out.
    3. Connect the TV Box to the TV over HDMI. Then you can connect the TV's optical out port to the home cinema system.

    If the problems persist, please contact our Customer Service department.

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