1. sooka TV Stick is not turning on, what should I do?
If your sooka TV Stick is experiencing a "no power" issue, where it's not turning on or showing any signs of life, you can follow these troubleshooting steps:
1) Verify Power Supply:
a. Confirm that the power adapter is properly connected into both the sooka TV Stick and a working power outlet.
b. Look for an LED indicator on the sooka TV Stick and the power adapter. If either LED is not lit, it suggests a power source issue; try a different power outlet.
c. Verify that the USB cable connecting the power adapter to the Sooka TV Stick is in good condition.
2) Power Cycle:
a. Perform a power cycle by turning off and unplugging the power adapter from the wall outlet and the sooka TV Stick. Wait for about 10-15 seconds, then plug it back in. Attempt to turn on the sooka TV Stick again.
3) Inspect for Physical Damage:
a. Examine the sooka TV Stick for any visible physical damage. If there are signs of damage, such as a bent or broken connector, contact customer support for assistance.
If none of the above steps resolve the issue, it's advisable to contact sooka customer support.
2. How do I configure Wi-Fi connection on sooka TV Stick?
Please follow the following steps to connect sooka TV Stick to Wi-Fi.
1) Go to Settings > Device & Account Settings > Network & Internet.
2) Under Available networks, select the Wi-Fi that you wish to connect. Select See All if you are not able to see your Wi-Fi in the list.
3) Insert the password and select the ✓ button on the keyboard.
4) Successful message will appear upon successful Wi-Fi connection and the Wi-Fi will show Connected status.
3. Why does my sooka TV Stick occasionally sleep for no reason?
Some TV configurations may send an input switch command over HDMI-CEC, causing your sooka TV Stick to sleep and turn off the TV. Please check your TV operating manual for power saving, timer and auto on/off features to change them.
4. My Wi-Fi connection on sooka TV Stick keeps dropping, how can I improve the connection?
For a reliable Wi-Fi signal connection between the Sooka TV Stick and your Wi-Fi router, it's recommended to install it in close proximity to the router.
It is also recommended to ensure the orientation of sooka TV Stick is installed where the HDMI logo on the casing is facing upwards.
5. How do I forget and reconnect to a Wi-Fi network on sooka TV Stick?
1. Select Network Settings. Under Available networks, select the saved Wi-Fi and check the Internet connection status.
2. Scroll down and select Forget Network.
3. Press OK.
4. Reconnect by selecting the Wi-Fi that you wish to connect under Available networks. Insert the password and select the ✓ button on the keyboard. Successful message will appear upon successful Wi-Fi connection and the Wi-Fi will show Connected status.
6. I am getting error “Your device may not be connected to Internet. Please make sure your connection is working”.
If you receive error above, your Wi-Fi connection may have been lost or if you've recently updated your Wi-Fi name or password, you'll need to reconfigure your Wi-Fi settings.
You may follow the following steps to fix the issue.
1. Check Internet connection on sooka TV Stick.
a. On the OSD screen, select Network Settings.
b. Under Available networks, check the internet status of your connected Wi-Fi. Ensure the status is showing “Connected”.
c. If the status is showing “No internet”, your Wi-Fi router is likely the cause of the problem. Please follow the Step 2 to check internet connection on your Wi-Fi router.
d. If the status is empty or your Wi-Fi is not visible in the list, it is likely that there is an issue between sooka TV Stick with the Wi-Fi connection. Please refer to Step 3 – Check the Wi-Fi Network connection.
2. Check Internet connection on your Wi-Fi router.
a. To check if the router is the problem, connect a different device to the Wi-Fi network and see if it connects successfully. If it doesn't, the router is likely the cause of the problem.
b. Restart your Wi-Fi router and sooka TV Stick. This will refresh, as well as clear any system glitches that might be triggering the issue.
3. Check the Wi-Fi Network Connection
a. If sooka TV isn’t connecting to Wi-Fi, then the signal strength of your Wi-Fi may be a problem. There are factors that can interfere with the strength of a wireless signal including:
i. Physical obstructions like drawers and thick walls
ii. Interference from similar wavelengths from nearby electronic gadgets
iii. A long distance between the router and sooka TV Stick to establish stable connection.
If the above fix doesn’t work, try the next solution in Question 4 - Forget your Wi-Fi and reconfigure the connection.
7. sooka TV Stick is not showing display on TV. What should I do?
If your sooka TV Stick is not displaying anything on the screen, please follow these troubleshooting steps:
1. Verify Power Supply:
a. Confirm that the power adapter is properly connected, and sooka TV Stick is receiving power based on the LED on the power adapter and sooka TV Stick.
b. If either LED is not lit, it suggests a power source issue; try a different power outlet.
c. If the LED on sooka TV Stick is in orange, it indicates that is currently in standby mode. Press the power button on the remote to activate it.
2. Check HDMI Connection:
a. Ensure that the sooka TV Stick is securely plugged into the HDMI port of your TV. If using an HDMI extender cable, try connecting it directly to the TV.
3. Switch HDMI Inputs:
a. Test the sooka TV Stick on a different HDMI input on your TV to ensure that the issue is not related to a specific HDMI port.
4. Check TV Input Source:
a. Make sure that your TV is set to the correct input source where the sooka TV Stick is connected. Use your TV remote to toggle through the input sources.
5. Power Cycle the Stick:
a. Unplug the sooka TV Stick from the power source, wait for about 10 seconds, and then plug it back in.
6. Try on another TV:
a. If possible, test the sooka TV Stick on another TV to determine if the issue is specific to the TV or the Stick itself.
If none of the above steps resolve the issue, please contact sooka customer support for further assistance. There may be a hardware-related concern that requires professional attention.
8. sooka TV Stick is showing impaired/abnormal display on TV. What should I do?
If your sooka TV Stick is displaying abnormalities on the screen such as pixelation, fragmentation, green screen, please follow these troubleshooting steps:
1. Check if this happens on specific content or app:
a. If this happen on any of the screen, proceed to step 2
b. Try with a few content from sooka and observe if it happen on certain content only, or all content
c. If it happen to specific content, raise zendesk ticket for support with your sooka TV Stick serial number and title of impacted content.
d. If this happen to only specific app installed from Google Play Store, please check with the app developer.
2. Check HDMI Connection:
a. Ensure that the sooka TV Stick is securely plugged into the HDMI port of your TV. If using an HDMI extender cable, try connecting it directly to the TV.
3. Switch HDMI Inputs:
a. Test the sooka TV Stick on a different HDMI input on your TV to ensure that the issue is not related to a specific HDMI port.
4. Power Cycle the Stick:
a. Unplug the sooka TV Stick from the power source, wait for about 10 seconds, and then plug it back in.
5. Try on another TV:
a. If possible, test the sooka TV Stick on another TV to determine if the issue is specific to the TV or the Stick itself.
If none of the above steps resolve the issue, please contact sooka customer support for further assistance. There may be a hardware-related concern that requires professional attention.
9. I am getting error “Something went wrong. This device is not working properly. (Code: SBL1-UTB-BL2)”.
If you stumble upon this error code on your screen, please contact sooka customer support for assistance as there may be a software-related concern that requires professional attention.
10. I am getting error “Something went wrong. This device is not working properly. (Code: SBL1-UTB-LC)”.
If you stumble upon this error code on your screen, please contact sooka customer support for assistance as there may be a software-related concern that requires professional attention.
11. How to pair remote control with sooka TV Stick?
During the initial setup of the sooka TV Stick, the pairing process will be initiated automatically as soon as the batteries are inserted in the remote control.
Under certain circumstances during the setup, you may be instructed on the screen to perform manual pairing instead.
To initiate manual pairing, press and hold the OK and Back button on the remote control simultaneously for 3 seconds until the LED on the remote control blinks in green. Once paired, the screen will show successful pairing connection.
12. How do I re-pair remote control?
On your sooka TV Stick remote control, press and hold OK and Back button at the same time for 3 seconds and you will see the remote control is now blinking in green.
Your sooka TV Stick will show a new “New Remote Detected” screen. Follow the instructions by pressing “Bluetooth” key on the sooka TV Stick to re-initiate pairing.
13. I am unable to navigate the menu using the remote control.
If you are unable to navigate the menu using the remote control for your sooka TV Stick, here are some troubleshooting suggestions:
1. Check batteries:
a. Ensure that the batteries in the remote control are properly inserted and have sufficient power. Replace the batteries if necessary.
b. Verify that the LED on the remote control lights up upon keypress, indicating that there is power. If the LED does not light up, replace the batteries and retest.
2. Check Bluetooth pairing:
a. Confirm that the remote control is properly paired with the sooka TV Stick by observing the LED on the sooka TV Stick. If it is paired, the LED will be blink upon each key press. If unsure, re-pair the remote control with sooka TV Stick again. Please refer to step – How to re-pair the remote control?
3. Ensure reasonable range:
a. Ensure the remote control is within a reasonable range (up to 10 meters) with sooka TV Stick.
4. Restart both the sooka TV Stick and remote control:
a. Perform a restart on the sooka TV Stick. Unplug it from the power source, wait for about 10 seconds, and then plug it back in.
b. At the same time, remove batteries from Remote control, wait for about 10 seconds, and then re-insert the batteries.
c. Once the sooka TV Stick has booted up in home screen, press any key on the remote control. If the remote is properly paired to the sooka TV Stick, the remote control LED will blink once in green for every key press.
d. If the remote control is constantly blinking in red, it is either it is not paired or unable to connect to the sooka TV Stick. Please re-initiate manual pairing by referring to step – How to re-pair the remote control?
If none of the above steps resolves the issue, it is advisable to contact sooka customer support for further assistance. They can provide specific guidance based on the model and any known issues.
14. How do I reset my sooka TV Stick remote control?
1. On your sooka TV Stick remote control, remove the battery cover by sliding it down.
2. Remove the batteries for 10 seconds.
3. Press and hold sooka button while inserting the battery. Your remote will alternate blink green-red 3 times. This indicates the remote has successfully reset.
4. To re-pair, follow steps on How to re-pair the remote control?
15. I am unable to adjust the volume of my TV using the sooka TV Stick remote control when the TV Control Mode is set to Auto (HDMI-CEC). What should I do?
There are certain TV models that do not support adjusting volume when the TV Control Mode is set to HDMI-CEC.
When this happened, you may change the TV Control Mode to IR Mode (TV Brand) as per steps below:
1. Go to Device & Account Settings > Device Remotes & accessories
2. Go to TV Control mode and select IR Mode (TV Brand)
3. Select TV Control Setup for IR Mode and follow the on-screen instructions.
Alternatively, you may use the remote control of the TV to adjust the volume instead.
16. Can I pair 3rd party Bluetooth remote / controller with sooka TV Stick?
For best experience, we recommend to use remote control that come with your sooka TV Stick.
Yes, as long as the 3rd party Bluetooth remote/controller is compatible with Android TV. To initiate Bluetooth pairing: Go to Device & Account Settings > Device Remotes & accessories > Add Accessory and select the Bluetooth device you intend to pair. Please ensure the Bluetooth device is in pairing mode to appear in this Bluetooth menu.
17. How do I reset sooka TV Stick to factory settings?
You can perform factory reset on sooka TV Stick by following these steps. Do note that once you factory reset, all installed application will be removed and you will need to complete the First Time Installation again:
1. On your remote control, press the Settings button. Alternatively, you may select Settings at the side navigation bar as shown below.
2. Select Device & Account Settings.
3. A side bar Settings will appear at the right-side of the screen. Select the Device Preferences > About > Factory Reset.
4. Select Factory Reset > Erase everything.
18. How do I update sooka TV Stick?
All software updates are directly pushed to your sooka TV Stick. You will see a notification on your home screen when an update is available.
Alternatively, go to Settings and select Device & Account Settings. Go to Device Preferences > About > System Update, and check for system updates. If available, follow the on-screen instructions to update the firmware.
Follow these steps to check if there are any new system updates for sooka TV Stick:
1. On your remote control, press the Settings button. Alternatively, you may select Settings at the side navigation bar as shown below.
2. Select Device & Account Settings.
3. A side bar Settings will appear at the right-side of the screen. Select the Device Preferences > About > System Update.
4. You may follow the subsequent on-screen instructions to perform software update of sooka TV Stick if there is any new software.
19. I am not able to listen the audio from my TV. What should I do?
If you are unable to hear the audio of the sooka TV Stick from your TV here are some troubleshooting suggestions:
1. Check if the issue happening on specific content
a. Try with multiple content if issue is seen, proceed to step 2 if all content is having muted audio
b. If issue happen on specific content, raise zendesk ticket for support with your sooka TV Stick serial number and title of impacted content.
2. Check your TV or other device's settings:
a. Ensure the speakers of the device that sooka TV Stick is installed to, is enabled, and the volume is turned up.
3. Check for TV Control Mode
a. Ensure the TV Control Mode is set to sooka TV Stick
b. Try to control volume of sooka TV Stick to max and ensure TV volume is high
4. Check HDMI Connection:
a. Ensure that the sooka TV Stick is securely plugged into the HDMI port of your TV. If using an HDMI extender cable, try connecting it directly to the TV.
5. Switch HDMI Inputs:
a. Test the sooka TV Stick on a different HDMI input on your TV to ensure that the issue is not related to a specific HDMI port.
6. Try on another TV:
a. If possible, test the sooka TV Stick on another TV to determine if the issue is specific to the TV or the Stick itself.
20. How do I change audio of the video on sooka app that I am watching?
While watching a content from sooka,
1. Press OK to display player banner.
2. Press Right to Highlight Subtitle | Audio.
3. Press OK to display and select your preferred audio language for the content
Note: availability is subject to the content
21. How do I change subtitle of the video on sooka app that I am watching?
While watching a content from sooka,
1. Press OK to display player banner.
2. Press Right to Highlight Subtitle | Audio.
3. Press OK to display and select your preferred subtitle language for the content
Note: availability is subject to the content
22. How do I change video resolution of the video that I am watching on sooka app?
While watching a content from sooka,
1. Press OK to display player banner.
2. Press OK to display Video Resolution selection and select your preferred resolution for the content
Note: availability is subject to the content