26
by turning it off, waiting 60 seconds, and then
turning it on again (by unplugging and recon
necting power). When the device restarts, it will
download and install any software updates. You
should see a status message on your screen
while the software update is installed.
If your ZillionTV Device still does not work, contact
ZillionTV support for assistance by calling 866-736-
1388. You can also submit your request using the
customer support ticket web form (available when
you log in to your account at http://support.zilliontv.
tv), or send an email to [email protected].
A ZillionTV support representative will respond
within 24 hours.
Video Quality issues
As a Field Trial participant, please pay particular
attention to the quality of the picture when you’re
watching movies and TV shows. When we release
our product to the general public, we want the
experience of watching ZillionTV to be perfect, so
please report any video quality issues by calling
866-736-1388, or email [email protected] with a
detailed description, including the program you were
watching, and the date and time you experienced the
problem. We especially want to hear from you regard-
ing any of the following video quality issues:
-
picture starts and stops: This problem can be
either mild or severe. Sometimes you’ll see the
picture stop for a few seconds and unfreeze, and
then the program will continue playing normally.
Other times the picture will stop and start
repeatedly.
-
program freezes and won’t resume playing.
-
audio doesn’t match video: This problem may
occur after you have used the fast forward or
rewind control, and the video and audio streams
are out of sync.
-
playback controls don’t work correctly:
Sometimes programs don’t pause and resume
correctly, or the fast forward or reverse controls
don’t work as expected. In some cases the
program won’t pause at all.
For all of these video quality issues, there are three
possible causes:
-
Your broadband connection is slow. This could
be because of a problem specific to your Inter-
net connection, a problem with your home
network, or because of general network congestion.
-
There is a problem with the ZillionTV streaming
servers.
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