Support

Click on the issue you are having below to read the solution

Your instructional video shows a mouse pointer that you use to navigate to different app and pages, Can I use a computer mouse?

Yes, just like in the video you can connect the mouse wirelessly or wired to the USB port on the shadowbox.

My Wifi isn’t working?

Click settings. Click Network. Click Wifi, Click on your Wifi network. Enter Password (Make sure the password is correct, Click symbols to add any symbols that may be in your password)

If I get an extender, will that help the buffering?

If your console is far away from the WiFi hub, it may improve the connection. If the console already has a close
line-of-sight to the cable/modem or router, then all an extender will do is increase the range of the connection.

A script error or “no streaming available” message comes up when I click on a stream in Kodi.

This is an occurrence that we come across every day when streaming. It’s the nature of the beast so to speak. The developers who make
these add-ons write code that will bring MANY streaming sources to one place. Along with all of the great sources comes some that will not work. This is an easy fix. We recommend that you try multiple links for streaming. For instance, one of the best add-ons for Movies and TV shows is Cinema or Exodus in Kodi. If you try a link that does not work, simply try the next one on the list. You WILL find a stream  hat works. It does take a couple of tries sometimes, but it sure beats paying for cable! Also, please try different add-ons and apps to find the same content.

The add-on/app that you use the most is not working.

Unfortunately, this does happen, and sometimes it happens pretty often. Developers stop working on add-ons for many different reasons. It may be down for good, or you may just have to wait a couple of hours for the next update to fix issues with the add-on. SOLUTION: Try multiple add-ons! This sounds so simple but it is the best way to find the content you are wanting to stream. We really CANNOT STRESS THAT ENOUGH. Element Android TV Boxes are amazing devices capable of saving you THOUSANDS of dollars per year. There are certain nuances and things to learn to make the best use of these boxes. One of the biggest pieces of advice is to try multiple links and multiple add-ons/apps. We will always do our best to assist with troubleshooting the box or point you in the right direction when certain add-ons are not working. However, we DO NOT host, develop, or run any of the add-ons on the box.

Does the Shadowbox get local channels?

Shadowbox does not receive local channels. It does however receive Live channels. For local channels, we suggest getting a local HD antenna that is designed to get local channels through the air.

Can the Shadowbox be used on multiple TV’s?

The Shadowbox can run one TV at a time. However due to its small size and ease of hooking it up it can be moved from TV to TV very easily. Tip – If you connect an extra HDMI cord to your second TV you will only need to transfer the Shadowbox and the power cable to your second TV. This will save you the trouble of moving the HDMI cable each time you want to switch televisions.

Can the Shadowbox record content like a DVR?

No, our Shadowbox does not offer downloading or a DVR service. Our Shadowbox are designed and sold as on demand streaming devices. Recording from streaming devices is illegal.

The Shadowbox is turned on but I cant see anything on my TV

Make sure that the HDMI cable is plugged in all the way for both the Shadowbox and your TV. Make sure your TV is on the correct  source for the HDMI input that the Shadowbox is plugged into.

Adjusting the Date and Time:

Click Settings, Other, More Settings, Scroll down to Date & Time and click on it, Click Automatic Date & Time, or adjust  manually. Also make sure to adjust the Time Zone to match your location.

Many times, I play a movie or tv show and it buffers (wheel spinning on the center of your tv screen), what causes that to happen and what can I do to fix it?

Click on one of the solutions below to learn more about which is right or you.

Pause the video for a few minutes to create a larger buffer.

This allows your Shadowbox to stream more of the video so you can watch the video in its entirety without breaks or pausing.

Consider increasing or improving your Internet speed.

Upgrade your Internet router or Internet plan with your Internet Service Provider (ISP)

Wait until the services for the content provider are less busy.

The servers of content providers such as Cinema, Kodi and YouTube may be slower or busier than usual depending on the provider’s resources and peak hours. For instance, research conducted by the FCC has shown that peak times for Internet traffic is
between the hours of 8 p.m. and 10 p.m. If your Shadowbox continues to buffer, you may want to wait until the services are less busy before watching content on the Shadowbox. You can also pick a different stream where there will be less traffic. The first stream is always the busiest.

Limit the amount of devices active on your network.

Multiple devices being used on the same Internet network will consume that network’s bandwidth and cause buffering, especially if your  router is unable to support a heavy traffic load. When streaming videos, make sure Internet usage is limited across devices.

“Have you tried turning it on and off again?”

Yes, that age-old advice applies to cord-cutting as well. Restart your modem, router, and streaming device, and see if the problems go away.