GENERAL
What is Pro32TV IPTV?Pro32TV IPTV is a new revolutionary way to deliver many more channels to the customer, VOD and other enhanced features. IPTV allows for a digital television service such as Pro32TV to be delivered to the customer’s home television via a broadband Internet connection.
Is the Pro32TV service easy to use?
Yes. Once set up, you will be able to use the remote control to navigate through easy onscreen menus and prompts in order to access the channels or VOD selections.
Pro32TV IPTV User Guide
Online Guide Coming Soon. This document contains useful information regarding the setup and use of your new Pro32TV IPTV service, including actual MAIN MENU and EPG screenshots. It is recommended you only print the page(s) needed or simply read the guide online. Your computer will need a PDF reader in order to open this document.
The Pro32TV IPTV Remote Control
Online Guide Coming Soon. Many of the questions and answers on this page are better understood through the use of the Pro32TV IPTV remote control graphic, which shows the buttons used for each feature and some basic channel changing tips.
TECHNICAL
If an installer set up my Pro32TV IPTV, and I am now having problems, what should I do?If you cannot contact the original installer for assistance, please call Pro32TV Customer Service at 1-877-Pro32TV.
How do I adjust the volume?
The volume control buttons are located on the Pro32TV IPTV remote control as well as your television set. Make sure the volume on your TV set is at a normal level, then, by pressing the VOL + or VOL - button on your Pro32TV remote control can adjust the volume to a comfortable level. Setting the volume too high on Pro32TV remote may cause slight sound distortion. To avoid this, adjust the TV volume so that the Pro32TV set-top box volume remains between 64 and 84. Use the MUTE button on the Pro32TV remote to mute the sound temporarily.
How do I change the channel?
Press the UP or DOWN arrow buttons on the IPTV remote control to navigate through channels one at a time, or enter the channel number directly. See the printed channel guide marker for channel numbers. You can also navigate through programs by moving the arrows right and left on the EPG, and by pressing Play on the remote while the yellow box is around the channel logo to select programs.
(Please note: On the remote control, the Ch. + and Ch. - are mismarked. To change the channel to a higher channel number, you would press the UP arrow on the remote, even though the remote label says Ch. - and the same goes for changing the channel to a lower number.)
How do I access another menu option while watching a TV program?
While watching a program, press the STOP button on the remote control and then press the RETURN or the HOME button on the remote to go one screen back or to Main Menu, respectively.
I entered my WEP key, but the system still does not work. What should I do?
If you are using a WEP key that has capital letters, use the shift key on the remote in order to access the capital letters on the on screen QWERTY board. If this does not resolve the issue, make sure your Internet connection is at least 1.5 Mbps and that no one is downloading large files from another Internet-related device at the time of set-up. Depending on when you are entering the WEP key, you may not be able to view the KEY. Starting over at least one time is recommended.
My wireless network is WEP key secured, how do I find the WEP to enter into the Advanced Configuration Screen on the IPTV set-top box?
Follow the directions on the router in order to access the Wireless Network Properties. For example, on the bottom of your router is an IP address (ex. 192.168.1.1). Enter the IP address found on your router and then use the screen name and password found on the router, or your already created screen name and password, to access the router’s home page. Follow the directions to find the WEP key. If you cannot locate the WEP Key, you may have to reset your router back to default status; to do this, please follow the router directions. For additional help on this topic, log onto your router's homepage.
How do I scroll to see another set of eight channels on the Electronic Program Guide (EPG)?
While in EPG, press the VOL + or VOL – button to move to the next set of channels.
Do I need to do anything when the digital conversion takes place in February 2009 in order to continue receiving my Pro32TV IPTV programming?
No. Pro32TV IPTV service is connected to the input on your TV and not your RF input, thus having Pro32TV will not affect your local channels.
I am getting the message “Access Denied” after turning on my set top box. What do I need to do?
The Set-top box should have been authorized prior to shipping. If you are seeing the “Access Denied” message on your television screen, your box has not yet been authorized. Contact Pro32TV at 1 877-Pro32TV for assistance. Please have your customer information and the MAC address from your set-top box ready. Pro32TV will verify and authorize your equipment accordingly.
I am getting the message “Server Busy”. What does this mean and what do I need to do?
This error message indicates that there is a problem with one of the servers in the Pro32TV/NeuLion infrastructure. You should wait for the set-top box to return to the page you were on prior to getting the “Server Busy” message, then try again. If the problem persists, try another channel and check back to the previous channel at a later time. Pro32TV operations is monitoring the servers and will attempt to fix the problem as soon as possible. The problem may or may not be isolated to a single channel or VOD content.
I am receiving the message “Unable to access your requested page, please try again.” What do I need to do?
This error indicates a network issue varying from problems with the set-top box to problems at Pro32TV/NeuLion operations. The network issue can be in the user’s home and/or the Internet connection between the user and Pro32TV/NeuLion. This oftentimes is a short-term problem and can be corrected by pressing the RETURN button on the remote and engaging the same channel or VOD content again. To verify whether this is a short-term problem or not, please attempt to access another channel. If you are able to view another channel without this error message, the Internet connection in your home is still good. If the problem persists with other channels, please verify that your set-top box is still receiving a quality Internet connection from your ISP (Internet Service Provider). To do this, first verify that all cables from your router/modem to your STB are secure. You can then test your Internet connection from your computer by going to www.Pro32TV.com/speedtest . If the test result is zero, or under the recommended 1.5 Mbps, the internet connection may be the source of the error message.
If you are using a wireless router, the set-top box may not be connecting to the wireless router properly. Check for connection failures by going to the Network Configurations screen on the Pro32TV service. The LQ should be over 60/100 and the DHCP should have an IP address associated with it, 192.168.1.1 for example.
To assist in isolating the issue, please contact the Pro32TV Customer Service dept. at 1-877-Pro32TV. If there are no known outages, our support team will work with you to verify the STB has been set up correctly.
Please see the Pro32TV user guide under the heading “INTERNET CONNECTION” for additional assistance.
I am getting the message “Buffering” on the television screen. What does this mean?
The user guide gives a number of reasons for this condition. Please refer to your Pro32TV User Guide for the instructions on diagnosing this problem. In addition, a “speed test” run on the STB or computer can check your bandwidth throughput. To execute this test on the STB press the “HOME” button on the remote to return the STB to the Pro32TV Main Menu screen. From this screen, press the “TEST” button on the remote 3 times quickly. A test screen with a graph will come up. Shortly, the graph will display your bandwidth throughput in a line moving left and right. The bandwidth throughput should be above 1000 kilobits (or 1 Mbps). Ideally, it should exceed 1.5 Mbps (1500 kilobits). If the value is at the recommended level, please try accessing the channel/VOD again. If still “Buffering”, the problem may come from Pro32TV/NeuLion. Pro32TV/NeuLion is aware of the situation and is working on fixing the issue.
If the speed test results in more than than 1.5 Mbps, the problem may be after your router or firewall. If you are confident in rearranging cables, temporarily bypass these devices and connect your STB directly to your modem and run the STB speed test again to see if the throughput (Mbps) improves. If you see improvement, you may have to configure your router/firewall differently in order to achieve the same results when bypassing them.
The sound is not synchronized with the video. What can I do to fix this problem?
This is referred to as audio/video out of synch. This can occur for a number of reasons. One cause may be a network bandwidth issue. If you have less than the required bandwidth you may experience this problem until your bandwidth is brought back up over 1.5 Mbps. Run a speed test on the box or online to determine your current bandwidth. To run a speed test of your Internet service visit www.Pro32TV.com/speedtest. Sometimes simply stopping the program and returning to it later fixes this problem.
It is possible the problem is occurring from the Pro32TV/NeuLion operations center, if this is the case, Pro32TV is aware of the situation and is attempting to fix the problem.
My Pro32TV IPTV box will not turn on, what could be wrong?
First check if the power switch on the back of the set-top box and switched to the “on” position (Dash is pushed in). Check if the batteries are charges and correctly positioned inside the battery holder. The green light on the box confirms your box is on. The blue light confirms the IPTV box is receiving an Internet signal.
What do I need in order to purchase Pro32TV IPTV?
You will need to purchase/receive an Pro32TV IPTV set-top box with its contents. You will need high-speed Internet service of at least of 1.5 Mbps. If your TV is not where your high-speed modem is, you may need a wireless router in order to install your Pro32TV IPTV set-top box next to the TV you plan on using for Pro32TV programming. If your modem is within six feet of your TV, you may need a wired router in order to provide Internet service to your computer. For complete details, please call a Pro32TV Customer Service representative at 1-877-Pro32TV.
How should I set my wireless router up to work with Pro32TV?
Router configurations that are necessary to work with Pro32TV IPTV:
Wireless "G" router settings MUST be “b & g mixed" or "mixed". It should not be “g” only or "b" only; current wireless set up on the STB is 11g. The security encryption must be WEP, either 64 or 128 bit. Do not choose WPA or WPA2.
Are there wireless routers that may not work with the Pro32TV IPTV service?
Yes, the routers listed below have had difficulty working with nTouch’s STBs. If you have one of these routers, be sure to call Pro32TV Customer Service and ask a representative about your available options.
• SMC 7004VWBR
• D-Link DI-704
• D-Link DGL 4300
• Netgear MR814
• Netgear CG814WG (Gateway)
INTERNET REQUIREMENT
I don’t have a computer. Can I still use the Pro32TV IPTV service?Yes. All you need is a high-speed Internet connection. However, we have found that setting up some routers will require the use of a computer.
What is the bandwidth requirement for Pro32TV?
The recommended minimum bandwidth (Internet connection speed) is 1.5 Mbps. The Pro32TV IPTV service consumes approx. 900-950 kbps for video/audio (TV channels) and approx. 128 kbps for audio (radio) only channels.
How do I find the speed of my Internet connection?
You can visit www.Pro32TV.com/speedtest to test the speed of your Internet connection. You should do this at various times of the day in order to test different Internet traffic patterns. Contact your Internet Service Provider as well and ask what speed you are receiving. Remember, in order to use the Pro32TV IPTV service along with assuring basic web browsing and email, the recommended minimum bandwidth is 1.5 Mbps.
I have dial-up Internet. Will Pro32TV IPTV work with my current Internet service?
Unfortunately, in order to purchase and use the Pro32TV IPTV service, you must have an Internet connection greater than or equal to 1.5 Mbps per second. Call your local ISP (Internet Service Provider) to upgrade now or visit www.whitefence.com to find a high-speed Internet provider in your area. (Please note that this Web site is not affiliated with Pro32TV but may be a helpful resource to you.)
I have satellite Internet. Will Pro32TV IPTV work with my current Internet service?
Due to the Fair Access Policy (FAP), satellite Internet providers do not provide the sufficient bandwidth needed in order to access Pro32TV IPTV. You may see speeds that meet the Pro32TV IPTV minimum requirement, but the companies’ policies to restrict bandwidth based on downloaded use prohibits Pro32TV recommending these Internet provider options.
I have high-speed Internet, but do not know if it will work with your IPTV service. How do I find out what Internet speed I currently subscribe to?
To find out the speed of your current Internet connection and see if you have sufficient bandwidth for our IPTV service visit our website at www.Pro32TV.com/speedtest. You can also contact your ISP and ask what level of Internet speed you are currently subscribing to. See minimum requirements.
I have Clearwire or another Wi-Fi type Internet service. Will this work with the Pro32TV IPTV service?
There is no Wi-Fi or other non-traditional Internet provider that will accommodate the Pro32TV IPTV service. You may see speeds that meet the Pro32TV IPTV minimum requirement, but the companies’ policies to restrict bandwidth based on downloaded use prohibits Pro32TV recommending these Internet provider options.
INSTALLATION
If there is no VCR connected to the TV:If you have a TV with available audio/video inputs continue with installation and connect the Pro32TV set-top box to an available input.
If there is a VCR connected to the TV:
If you have a TV with plenty of available audio/video inputs continue connecting the Pro32TV IPTV set-top box to the available inputs.
What options do I have when connecting the Pro32TV IPTV set-top box to my TV or VCR?
The Pro32TV set-top box has three sets of outputs: Composite, S-video and Component. Only one output option is active at a time. Out of the box, the Composite and S-video outputs are active. If you are going to connect the set-top box with component cables, you will have to change the settings in the Advanced Navigation Screen on your IPTV menus. (Upon continuing tests, if you have a TV with Composite Inputs, you can use that output on the IPTV box as well as the RCA output to say, a VCR. You have to set the internal settings on the Advanced Configuration screen to Video/Comp Video in order for this to work.)
My Pro32TV IPTV box won’t turn on, what could be wrong?
First, check if the power switch on the back of the set-top box is switched to the on position (Dash is pushed in). If the switch in the back is correctly turned on, then press the power button on the front of the set-top box. If that does not work, then check and make sure the batteries in the remote control are charged and correctly positioned inside the battery holder, then press the power button on the remote control. If your set-top box still does not display a green light on the LED panel on the front, then unplug the box and wait 10 seconds then try all again. If your set-top box will not power up, contact Pro32TV Customer Service at 1-877-Pro32TV.
How do I manually search for available wireless networks from my set-top box?
Press the yellow SETUP button on the remote in order to access the Network configuration screen. If you are watching a program, you will have to press the STOP button on the remote, and then press the SETUP button. Once in the Network Configuration screen, choose WLAN and press PLAY on the remote. Now press INFO on the remote and your set-top box will search for available wireless networks. Those without an asterisk do not require a WEP key and those with the asterisk do.
Can I take Pro32TV IPTV back and forth to my second home and when I travel?
Yes. As long as you have high-speed Internet access where you are and it meets the minimum speed requirement of 1.5 Mbps, the Pro32TV IPTV set-top box is very easy to use while traveling.
How do I watch two different Pro32TV IPTV channels on more than one TV at the same time?
In order to watch two different TV programs at the same time, you will need two set-top boxes. Call Pro32TV Customer Service at 1-877-Pro32TV for deals available when purchasing more than one set-top box.
Can I watch Pro32TV on two TV’s without two set-top boxes?
Yes. However, it will require additional aftermarket products. By connecting the output of the set-top box to the input of an A/V sending device then connect two A/V receiving devices programmed to work with the A/V sending device to TV's in your home. This will allow you to view the same Pro32TV program on two TV’s at the same time. You can use up to four A/V receiving devices throughout your home that are programmed to work with an A/V sending device. In order for the remote control to work in a room where the Pro32TV IPTV set-top box is not, you will need an IR to RF remote adaptor.
What comes with the Pro32TV IPTV set-top box?
Inside the box when delivered to the customer is a silver Pro32TV labeled IPTV set-top box. Accessories included inside the box are: a remote control, a wireless antenna, one set of 6-foot RCA A/V cables, an S-video cable and a 10-foot CAT5 cable. Also included is the Pro32TV IPTV User Guide, Quick Set Up Guide, Break Seal Agreement along with a “Welcome to Pro32TV” IPTV letter.
We reserve the right to replace certain items contained in the box.
EQUIPMENT
Does the NeuLion service support both NTSC and PAL?The current version of the NeuLion service only supports NTSC.
Is the Pro32TV IPTV set-top box compatible with TiVo or other third party DVR recording devices?
At this time, the third-party DVR products do not provide the Pro32TV program listings which allow the DVR to program future or timed recordings.
When connected to a Pro32TV IPTV set-top box, the TiVo DVR will record what is being played into it; however, timed recordings cannot be programmed and recordings will not have program information, making it difficult to use. If you have a TiVo box and would like further information, submit your inquiries to .
Does the Pro32TV IPTV service recognize V-Chip technology?
No. Pro32TV is working on developing enhancements that will allow more program filtering such as that which exists within the V-Chip technology. As these enhancements become available, Pro32TV will advise their customers and provide more information on how to utilize these features.
Are the Pro32TV channels/programming closed captioned?
The Pro32TV IPTV service does not recognize the electronic codes used for closed captioning. Pro32TV is working on developing enhancements that will allow for this type of feature to be available in the future. As these enhancements become available, Pro32TV will advise their customers and provide more information on how to utilize these features.
What wireless spectrum does the Pro32TV IPTV set-top box use?
The Pro32TV IPTV set-top box recognizes the wireless-G technology, which is currently the most widely used router frequency. If you have an older router, such as wireless-B only, it is recommended that you upgrade to the newer and faster wireless “G” router. The Pro32TV IPTV set-top also works with the newest, fastest and broadest in range router frequency, wireless "N". When setting up the router configuration, choose “b & g mixed” or “mixed" for the best results.
What encryption level does the Pro32TV IPTV set-top box recognize?
Currently the set-top box will recognize encryption as high as WEP2, or 128 bit encryption. The Pro32TV IPTV set-top box does not work with WPA or WPA2 levels of security at this time. Pro32TV is looking into enhancements that will allow for this type of feature to be available in the future. As these enhancements become available, Pro32TV will advise their customers and provide more information on how to utilize these features.
I use WPA or greater security for my wireless home network and I want Pro32TV IPTV. What can I do in order to receive Pro32TV IPTV?
You can either lower your security to WEP or purchase a wireless network bridge that is capable of connecting to your WPA (or higher) wireless system. The Pro32TV IPTV set-top box can then be hard-wired (with an Ethernet cable) to the wireless bridge, thereby not compromising the security of your wireless network. The wireless network bridge is installed next to the Pro32TV set-top box which is placed near the TV you will be viewing Pro32TV on.
Also, for the similar price of a wireless network bridge you can purchase two PlugLink Ethernet adaptors which will connect your Pro32TV IPTV box to the Internet using the electrical lines in your home. One PlugLink device is connected to your wireless router, the other is plugged directly into the wall electrical outlet where your Pro32TV IPTV box will be installed. This allows you to keep your WPA security for your wireless settings while connecting your IPTV box to a fast, wired Internet connection anywhere in your house.
Go to www.buyasoka.com for more information or to purchase your PlugLink device today!
What do I need to know about using the remote control?
The Pro32TV IPTV remote control is user-friendly once you know what each button does.
1. To access the Main Menu page, press the HOME button on the remote. If you are watching a program and want to go to the Main Menu, you have to first press the STOP button on the remote and then press the HOME button.
2. To access the page previous page, press the RETURN button on the remote. If you are watching a program and want to go to the previous page, you have to first press the STOP button on the remote and then press the RETURN button.
Please note: On the remote control, the Ch. + and Ch. - are interchanged. To change the channel to a higher channel number, you would press the UP arrow on the remote, even though the remote label says Ch. - and the same applies to changing the channel to a lower number.
What do I do if I need a replacement remote control?
A remote control can be replaced by calling 1-877-Pro32TV. There is a charge associated with the replacement remote and includes shipping and handling. Other replacement parts can be purchased with Pro32TV in the same way.
SPECIAL FEATURES
How do I access programs up to 48 hours in the past?First access the Pro32TV EPG screen, then find the channel you’d like to view and highlight that channel. Press the DOWN arrow on the remote twice, once a program is highlighted in blue, start pressing the UP arrow on the remote. You will start going backwards in the EPG. The programs available to view will be white bolded lettering. Once you find a program you would like to view, press the PLAY button on the remote.
After I have watched a program that aired in the past, what happens?
Once the program has completed, the EPG will appear showing the current program. If you wish to go back again to a previously aired program, you will have to scroll back to find the program.
What is “My Playlist” feature found on the MAIN MENU?
Within the “My Playlist” area you will find all the Video On Demand titles you watched for up to 30 days; you can access previously viewed selections and resume playing from where you left off, or start the program over. Some titles may only be playable one time and will not be moved to the “My Playlist” area.
What is the “Today’s Weather” feature found on the Pro32TV Main Menu?
Based on the ZIP Code of the subscriber, the Today’s Weather feature provides a 5-day weather forecast. You can get other forecasts just by entering a different ZIP Code, or by choosing the U.S. Weather option for temperatures throughout the U.S.
How do I access the Pro32TV’s Video on Demand Library”?
From the Main Menu screen, using the down arrow button on the remote, choose Video On Demand; within that sub menu choose the category you want to view. Some categories have additional sub menus to help you narrow down your desired topic. Once you have chosen the category, you’ll have a variety of programs to choose from, some free, some at a cost. If you choose a program that has a cost associated with it, you will go through a two-step process to purchase the program, having the option to cancel if you don’t want to purchase it. Once you select a VOD program to view, it will be placed in the "My Playlist" area found on the MAIN MENU for future viewing.
Is there a “last channel” feature on Pro32TV IPTV?
At this time, this feature is not available. We hope to add this feature at a later date along with other enhanced features.
Does Pro32TV IPTV offer a “second audio” feature?
No. We are, however, looking to implement this feature into our system in the future.
Does Pro32TV IPTV offer high-definition channels?
No, at this time, our programming is all standard definition and is formatted for 4 x 3 TV viewing. If you have a hi-definition TV, you can set your TV format to stretch in order to fill out the TV screen. It is also recommended that you connect the Pro32TV IPTV set-top box using the "green, blue and red" Component connections for the best quality picture. These "green, blue and red" Component cables are not included but are available at any local electronics store.
What is the warranty of the Pro32TV IPTV set-top box?
As written in the NeuLion Break Seal Agreement that was included with your Pro32TV IPTV set-top box.
Limited Warranty: (a) NeuLion warrants to User that the Equipment will be free from defects in workmanship and materials, under normal use and service, for one year from the date of purchase by User.
A copy of the Break Seal agreement is included with your Pro32TV IPTV set-top box.
DEFINITIONS
MAC address-The MAC address or (Media Access Control) is a unique ID number assigned specifically to your set-top box in order to authorize your programming package, among other technical definitions. To find the MAC address, turn your set-top box over and look for a small UPC label. This 12-digit number is the MAC address assigned to your account.
High-Speed Modem-
A High-Speed Modem is the device provided by your Internet Service Provider in order for you to access the Internet at higher rates of speed than the typical dial-up modem. Modems that work best with Pro32TV are Cable and DSL high-speed modems. A High-Speed Modem is required in order to use the Pro32TV IPTV.
Fair Access Policy-
How much data you can use in a pre-determined amount of time before your service provider slows down your service to almost dial-up speeds for a certain amount of time.
A/V transmitter-
Standing for Audio/Video sender, this device is used to send your Pro32TV IPTV programming from the set-top box to another TV in your home, wirelessly.
A/V receiver-
Standing for Audio/Video receiver, this device receives the programming from an A/V sending devices in order to view programming on a TV not located near the set-top box.
RF Modulator-
An RF modulator is used when the TV being used with Pro32TV IPTV does not have a Composite input and a VCR is not connected to that TV. The RF modulator allows for connection of the Pro32TV IPTV set-top box to that TV.
Video Selector-
A video selector is used when a TV does not have any available RCA or S-video inputs. The video selector allows you to plug additional A/V devices for viewing on your TV, such as the Pro32TV IPTV set-top box.
Off-air antenna-
An off-air antenna will allow you to receive your local broadcast channels over the air rather than through cable or satellite. The off-air antenna is connected separately from the Pro32TV IPTV set-top box.
IR to RF remote adaptor -
This device allows you to change the Pro32TV IPTV set-top box IR remote control to an RF remote, allowing you to change the channels and use the on screen guide from another room. This device is used many times in conjunction with an A/V sending receiving device.
-Works great with the Pro32TV IPTV set-top box and remote
-Control your Pro32TV IPTV box up to 100+ feet
-Works through walls, windows, doors and floors
-Put your Pro32TV IPTV box behind your entertainment center doors
FM transmitters-
An FM transmitter allows the user to send the audio only from the Pro32TV IPTV service to any radio in the house. Programmed into an unused local radio frequency, this device is great for someone that wants to listen to Pro32TV in a room where the set-top box is not.
Whole house A/V distribution-
A whole house A/V distribution requires substantial installation time and is costly but when done, would mean your Pro32TV service could be accessed on any TV in the home.
Wireless router-
A wireless router sends your broadband Internet signal throughout your home eliminating the need for a wired connection to the set-top box from your modem. This also allows many Internet reliable devices to be used at one time.
Wired router-
A wired router allows many Internet reliable devices to be used at one time, although near the modem. This device would be used for a Pro32TV IPTV customer if the main viewing TV is near their Internet modem and there is no need for a wireless router.
PlugLink device-
The PlugLInk product allows the high-speed Internet signal to be transmitted over the electrical wires in the home, allowing for the Pro32TV set-top box to be used anywhere within the home without running new cabling (CAT5) throughout the home or using a wireless router. A computer is not required and setup is quick and easy. Go to www.buyasoka.com for more informaiton and to purchase your PlugLink device today! Two PlugLink devices are required for IPTV connection - one connected to the router and one connected to the IPTV box.
Ethernet Cable (CAT5)-
CAT5 cable is used to connect the Pro32TV IPTV set-top box to the router or the modem directly in order to be able to view the Pro32TV programming. CAT5 cable comes with your set-top box.