Help centre
Most problems fall into three buckets: the app will not install, the picture will not play, or the activation will not stick. Start here, then write to us with the diagnostics if it is still stuck.
What our support team cannot do. We cannot supply, recommend, locate, test or troubleshoot a television service, portal, playlist or subscription. We have no relationship with any provider and no way to see what yours is doing. If your source is down, expired, or blocking you, that is a conversation with your provider — we can only tell you what error the player received.
Playback problems
Everything buffers constantly
Open Settings → Diagnostics and look at measured throughput while a stream is running. If it is well below the stream's bitrate, the bottleneck is the network or the provider, not the player.
Wired Ethernet beats Wi-Fi on most TVs by a wide margin — the wireless radios in televisions are typically poor. If you must use Wi-Fi, prefer 5 GHz. You can also raise the buffer manually under Settings → Playback, which trades channel-change speed for stability.
Black screen, but audio plays
The video codec is not supported by your device's decoder — commonly HEVC on an older TV. Diagnostics names the codec. If your provider offers an alternative stream format, switch to it; otherwise the hardware cannot play it and no player setting will change that.
Audio is out of sync
Use the audio delay control in the playback menu — it adjusts in millisecond steps and is remembered per source. Persistent drift on every stream usually points at a soundbar or receiver adding latency downstream of the TV.
The app is slow to open on my TV
Televisions keep suspended apps in memory and evict them under pressure. A full power cycle — unplug for thirty seconds, not just standby — clears it. If the TV has a storage or cache clearing option, run it.
Nothing loads at all after entering my source
Check the address character by character; a trailing slash or a missing port is the usual cause. Then check Diagnostics for the connection error. A refusal or authentication failure means the source rejected the player — your provider needs to tell you why.
Licence and activation
My demo expired but I never used the app
The trial runs on wall-clock days from the first sign-in on that device, not on hours of use, and each device gets one trial however many accounts it signs into. If the device genuinely never ran it, contact support with the email on your account and we will check the record.
I bought an activation and it has not applied
Restart the app first. If it persists, sign in at your account page and check the plan shown there matches what you paid for, then contact support with the email on the account.
I need to move my licence to a new TV
Just sign in on the new one with the same email and password — see new TV, second screen. There is nothing to transfer.
Refunds
A full-feature demo runs for seven days before any payment is taken, so we ask you to use it. That said:
- If you subscribed through this website, you may request a refund within 14 days of a charge where the software does not work as described on supported hardware. Email support with your receipt and the email on your account. To stop future renewals without a refund, just cancel — see pricing.
- If you subscribed through the App Store, Google Play, the Amazon Appstore or the Microsoft Store, that store holds your payment and its refund and cancellation policies apply. We cannot refund or cancel a subscription we did not process — do it in that store directly.
- We do not refund because a third-party television service stopped working, was shut down, changed its terms, or turned out not to be what you expected. That service is not ours and we have no control over it.
Statutory consumer rights where you live are unaffected by anything on this page.
Windows installer error codes
If FlashSTB8K-Setup.exe stops with a number instead of finishing, this is what it means. Nothing is left half-installed — the installer undoes its own work before it exits.
| Code | What happened | What to do |
|---|---|---|
0 | Installed successfully. | Nothing — open Flash STB 8K from the Start menu. |
1 | The installer could not start. Either another copy of it is already running, or the file itself is damaged. | If a Flash STB 8K setup window is already open, use that one. Otherwise the download is incomplete or has been altered by security software: download it again from the Devices page and check the SHA-256 shown there matches your copy. |
2 | You closed the installer before it began. Nothing was changed. | Run it again when you are ready. |
3 | The installer failed while preparing the next step. | Restart Windows and run it again. If it repeats, contact us with the code. |
4 | The installer failed while copying files. | Almost always no free disk space, or antivirus blocking a file mid-copy. Free up space, allow the installer, and run it again. |
5 | You cancelled while it was installing. | The files it had copied were removed. Run it again. |
6 | Another program stopped the installer. | Close any debugger or system tool that attaches to running programs, then run it again. |
7 | The installer decided it cannot run on this PC. | Flash STB 8K needs 64-bit Windows 10 version 1809 or newer. Check the requirement on the Devices page. |
8 | Windows must restart before installation can continue. | Restart the PC, then run the installer again. |
Codes 1, 3, 4, 6 and 7 mean something went wrong. If one of them keeps happening, contact us with the number and we will tell you what to try next.
Contact us
A real person reads these. Include the details below and you will usually get a useful first reply rather than a request for more information. There is also a WhatsApp button in the corner of every page if you would rather message than write an email — it reaches the same team.
General & technical support
Response within one business day. Include your device model, platform, app version, the email on your account and the text from Settings → Diagnostics.
Billing & activation
Include your receipt number and the email on your Flash STB account.
Legal, privacy & copyright
Data requests, law-enforcement contact and copyright notices. See the copyright policy for what a valid notice must contain.
Postal address. 1001646934 Ontario Inc., [Street address], [City, Postcode], [Country]. Company registration [number].
Still stuck?
Send the diagnostics report with your message. It contains the bitrate, dropped frames, buffer health and last connection error — enough for us to tell you where the problem actually is.