Troubleshooting

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Reboot

Factory reset

Apple TV

Connectivity

Repair

Reboot

How can I safely reboot my Salt Fiber Box?
  1. Connect to the administration console of your Salt Fiber Box.
  2. Change the view from “Standard” to “Expert”.
  3. Go to “Administration” -> “Reboot”.
  4. Click on “Reboot Fiber Box”.

Factory reset

How can I perform a reset of the Salt Fiber Box ?

There are two ways to reset your Salt Fiber Box to the factory settings.

 

1. You can either carry out the reset directly on the device:

  • Press the reset button on the back of the modem using a paper clip or similar pointed instrument.
  • Hold the button for 5 secondes.
    Factory reset fiber box
  • The Salt Fiber Box will reboot.
  • In case you have changed the router settings, you have to redefine them in the Admin Console.
  • When all LEDs light constantly again, the reset is successfully completed.


2. Or you can also perform the reset remotely on your PC:

  • Connect to the Admin Console from your computer.
  • Switch view from "Standard" to "Expert"
    factory reset expert mode
  • Go to "Administration":
    Admin console admin mode
  • Click on "Reset / save / Upload Settings"
    admin console settings
  • Select "Restore factory settings"
    admin console restore defaults
  • The Salt Fiber Box Will reboot.
  • In case you have changed the router settings, you have to redefine them in the Admin Console.
  • When all LEDs light constantly again, the reset is successfully completed.
How can I perform a reset of the Apple TV 4k?

You can perform a factory reset from the “Settings” menu:
Settings > System > Reset

Apple TV

How can I force-close an app with the Apple TV Remote?
  1. Turn on Apple TV.
  2. While on the Home screen, double-click the TV button on the Apple TV Remote.
  3. Swipe to the right on the trackpad to find the app you wish to force-close.
  4. Swipe up on the trackpad to force the app to close.
How can I restart the crashed (frozen) Salt TV app?

Step 1
Close and restart the Salt TV App


→ Solves the problem 99% of the time.

  • Press the Home button twice quickly
    Every open app will display in a small window on the screen

 

telecommande1
  • In the app Switcher, swipe left or right on the Touch surface, to navigate to the Salt TV window.
  • When you reached the Salt TV window, swipe your finger up;the Salt TV window disappears at the top of the screen and quits.
  • Return to the Apple TV main menu and launch the Salt TV app

If that does not work, go to step 2.

Step 2
Restart Apple TV

  • Go to "Settings" -->"System" --> "Restart"
    OR
  • Press and hold the Home button and the MENU button simultaneously for 5 seconds.

 

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  • After Apple TV has rebooted, launch the Salt TV app.

If that does not work either, go to step 3.

Step 3
Reset / Restore to factory settings

  • Go to "Settings" --> "System" --> "Reset".
  • Choose a reset option:
    • "Reset": This option is the fastest way to return your Apple TV to factory settings. This option does not require any Internet connection.
    • "Reset and Update": This option returns your Apple TV to its factory settings and installs software updates. This option requires an Internet connection.
  • Keep your Apple TV plugged into power until the Reset process has finished.
  • Launch the Salt TV app.

If still no restart is possible, then most likely not only Salt TV but none of the apps is working.

Step 4
Hard Reset: Unplug power cable

  • Unplug and reconnect the Apple TV power cable
  • Repeat this procedure 5 times at 10-second intervals
  • Launch the Salt TV app

Connectivity

I have no telephone connection and/or no or poor Internet with LAN (Ethernet), what should I do?

Please follow the instructions below, in order to check and correctly connect all cables to the Fiber Box:

  • Disconnect all cables from the Box and from the OTO plug.
  • Reconnect the fiber into the OTO plug on the correct number (port 1 or 2; this information was sent to you by e-mail.)
  • Gently pull on the fiber cable to ensure that the cable is properly inserted. You should feel a slight resistance. (See video Salt Fiber Box - Cable check).
  • Make sure the small blue lever is pulled upwards. (See video Salt Fiber Box - Blue lever).
  • Make sure the grey connector (looks like a USB stick) is in place and cannot be removed. If the connector can be easily removed, it is incorrectly inserted and is not locked by the blue lever.
  • Slide the grey connector down and secure the blue lever.
  • Plug the fibre cable into the grey connector.
  • Check the connection by pulling the cable slightly. If the grey connector comes out, repeat the previous step.
  • Reconnect the power supply.
  • The Power LED lights up and turns green then, after a few minutes, the Fiber LED lights up.
    See also video Salt Fiber Box - Installation.
    If the problem persists, please send us the information listed in this PDF document, so we can perform further checks.
I have no internet connection with Wi-Fi, what should I do?
  1. Please follow these step-by-step instructions:
  2. If the problem persists, please contact us and provide us with the details listed in the PDF document, to allow us to carry out further investigations.
I have poor internet connection with Wi-Fi, what should I do?
  1. Please follow these step-by-step instructions
  2. If the problem persists, please contact us and provide us with the details listed in the PDF document, to allow us to carry out further investigations.

Repair

What should I do if I have an issue with my Salt Fiber Box?

Please call 0800 700 500 in order for Salt to run a remote diagnostic on your equipment.
A new Salt Fiber Box will be sent to your address.
Once received, please send back the faulty fiber box to Salt.

What should I do if I have an issue with my Apple TV 4K?

In case of issues with your Apple TV 4K follow the steps described here.

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