17
After Sales Support
1300 663 907
Model Number
HE315035
10/2015
FAQs
Question
Solution
Why is there nothing
shown on my TV?
Ensure the HDMI cable is plugged in properly to both the AMP - 4K and your
television. If possible, try the unit with a different HDMI cable or television
Why is my
media player not
responding?
If the unit completely stops responding, unplug the power cord and wait 5
seconds before plugging it back in. If this keeps occurring, you may want to
try uninstalling recently installed apps or performing a hard reset
How do I hard reset?
In some instances, a hard reset may become necessary. To do this, from the
Cocoon Home Screen, select ‘Settings’, then ‘Advanced Settings’. Scroll
down to “Backup &
Reset”. Select ‘Factory Data reset’, and confirm you wish to perform
Note: This will erase all data on your AMP - 4K, and revert it to factory
settings
My video format is
not supported
While we have tried to include compatibility for most file types, you may find
you have some files that are not supported by KODI. It is recommended to
download a file converter and convert the file to an alternative format, or use
the Google Play Store to download an alternative video app. You can also
play other video formats from MX Player
Why is my video not
playing smoothly?
Sometimes, particularly with 4K video content, the bitrate of the video file
is larger than the CPU’s peak bitrate of 60Mbps (Megabits per second). To
convert the file so that the bitrate is within limits, follow these steps:
1. On your computer or laptop, visit https://handbrake.fr/downloads.php
and install the most applicable version of HandBrake for your operating
system
2. Open HandBrake, then select ‘Source’ -> ‘File’
3. Navigate to your video file, highlight, and press ‘Open’
4. Under the ‘Destination’ section, select ‘Browse’
5. Navigate to the directory you wish to save your converted video, input a
file name and then press ‘Save’
6. On the Picture Tab, ensure size is the same as source
7. On the Video Tab, ensure the following settings:
a. H.264 Profile: Main
b. H.264 Level: 3.1
8. Press ‘Start’ to commence converting
9. Once complete, try playing the video on the AMP – 4K again
Why is 4K only able
to output at 30Hz?
Due to the limitations of HDMI 1.4, the maximum possible transfer rate of 4K
output is 30Hz
I can’t access all
functions in Netflix,
streaming apps or
catch up TV apps
Some apps may require navigation with mouse mode. Tap the mouse mode
button to enter mouse mode and move the arrow using the directional
buttons on the remote. Alternatively you can plug in most aftermarket air
remotes or a mouse and keyboard via the USB ports for easier control
