Viewing Difficulties

I live in a building with OSN. Why are a few of my channels not working?

Building restrictions can sometimes limit your channel access. Please check with your building management to ensure that your building dish(es) are properly installed. You should also check to see if they provide all of the signal polarities and bands required for specific channels.

How do I report a fault with my dish/box/remote/etc.?

If you have any problems, please contact us via live chat on the OSN website or submit a request from the navigation bar. Furthermore, you can contact your local customer service center and they will be happy to help you.

I have rented/bought a movie but I can’t watch it. What should I do?

Please check for any Internet connectivity issues! If it still isn't working then try to delete the title and download it again on to your box. Check My Purchases to confirm title names and purchase transactions.

Can I restore the default factory settings for my box?

Unfortunately, you cannot. It’s not advisable to restore your settings as it will result in losing your current configured settings.

I cannot find Nat Geo People Channel?

Nat Geo People is no longer available in the region. But you still have access to the best in lifestyle entertainment on our exclusive channels – OSN Mezze and OSN Living. You can watch Grand Design, Anthony Bourdain: Parts Unknown and a lot more. In fact you can find an entire dedicated Lifestyle E

I am seeing a black screen when I try to watch any OSN Channel. What should I do?

OSN tv BoxOSN Plus HD BoxIf you are getting "No Signal," make sure your TV is tuned to the correct source and that the HDMI cable is not damaged and is properly connected. If you are still seeing a blank screen, follow the steps below:1. Unplug your OSNtv box’s power cable.2. Check the HDM

A ‘Code 2’ error keeps appearing on my screen. What does this mean?

If a "code 2" error message keeps persisting on your screen, please ensure the card is insert correctly in the correct OSN box. Alternatively, please try to reboot your OSN box (unplug, then re-plug the box from the power supply). If none of these option prevail, kindly contact your local customer c

Why do I get a black screen when I try to watch the downloaded content on my OSN Plus HD box?

To be able to watch and enjoy the content without any difficulties, please ensure that the HDMI cable is connected properly to both your OSN box and the TV set. Note: Viewing HD contents will not be possible via AV cable connection.

I have a technical issue and my box needs to be swapped. Will I lose my purchased content?

No, you don’t! Just call your local customer care center and they'll help re-download all your content on your new box.

A ‘Code 1’ error keeps appearing on my screen. What does this mean?

If a "code 1" error message keeps persisting on your screen, please ensure the card is insert correctly in the correct OSN box. Alternatively, please try to clean the chip on the smart card and insert it back to the box (for OSN HD and OSN Plus HD box, the chip should be facing forward and downward)

A ‘Code 6’ error keeps appearing on my screen. What does this mean?

If a "code 6" error message keeps persisting on your screen, please try sending a signal through the Troubleshooting tab under Support on MyOSN app or website.If this option doesn't prevail, kindly contact your local customer care center and they'll walk you through the necessary

The picture on my TV keeps flickering. What should I do?

This could be because of the following factors:Bad weather or solar outage.The cables to your OSN box are not properly connected. Please ensure that the signal cable is firmly attached.If you live in a building with a central dish, this could be a problem with the building system; please contact bui

I can’t view my OSN channels and I’m currently only getting a blank/blue screen. What should I do?

If a black or blue screen persists on your TV, then attempt the following:1. Unplug your OSNtv box’s power cable.2. Check the HDMI/video cables between your OSN box and your screen (unplug/re-plug).3. Plug the power cable back in.4. Change the TV source/input by pressing the source/input button on y

How do I send refresh signals to my OSN smartcard?

You will need to go to one of your OSN channels and send an activation signal to your OSN smartcard.To send an activation signal to your OSN smartcard, go to the MyOSN web portal and follow the steps below:1. Sign in to your account or click Register to sign up for the service.2. Go to the SUPPORT t

What does the error message "No information available" on Free-to-Air channels mean?

The error message "No information available" on free-to-air or non-OSN channels indicates that the channel source does not provide program information.Please contact your local customer service center for more information.

Can I change my LNB settings?

Unfortunately, you cannot. Your settings are linked to the type of LNB that you have installed.

A ‘Ref Code: 8’ error keeps appearing on my screen. What does this mean?

OSN tv BoxOSN Plus HD BoxIf you keep seeing the "Ref Code: 8" error message on your screen, it means that the service or Free-To-Air viewing is disabled.Please contact your local customer service center and they will walk you through the necessary procedure.If a "code 8" error me

Why am I getting this error "We are having trouble playing this content right now"?

If you are seeing this error, it may be due to one of the following reasons:Unstable internet connectionUnavailability of the content due to server loadContent player errorRecommendation:To ensure a seamless viewing experience, we recommend checking your internet connection's stability. If the

What does the error message "This program is copy protected" mean?

If the following error message continues to appear on your screen, please disconnect all recording devices from the TV.​Then unplug and replug the HDMI cable (preferably an OSN-certified cable).​Please also ensure that the latest TV firmware/software is installed.

Can I get an OSN engineer to visit my home on weekends or in the evening?

Please contact your local customer care center and the customer agent will assist you.

I received the following error message "Your receiver is unable to receive a signal". What should I do?

Because weather can affect the signal to your TV, the following message usually appears during poor weather. After the weather clears, the problem should be resolved.If not, please double-check that the signal cable (LNB) is properly connected.If the problem persists, please contact your local custo

I am getting a "Ref Code: 4" error message. What does it mean and how to resolve the issue?

OSN tv BoxOSN Plus HD BoxThis error has two subcategories:4a or 4c - This channel is not available with your OSN Live TV subscription.Please ensure that you have an active subscription and are tuned to a channel that is part of your subscription.4d - Your OSN box is unable to receive the signal and

Why do channels experience a short power outage in the afternoons during March and October?

OSNtv BoxOSN Plus HD BoxDuring an Equinox, satellites can come in direct line with the sun, causing temporary signal interference. You may face a power outage on some of our channels due to the solar interference with the Nile Sat. But don’t worry, this will last for approximately 20 minutes only an

A "Ref Code: 14" error keeps appearing on my screen. What does it mean and how to resolve this?

OSN Plus HD BoxOSN tv BoxIf a "code 14" error message keeps persisting on your screen, please ensure your smartcard number is identical to the smartcard number in the sticker on the rear panel of your box.Alternatively, please try to reboot your OSN box (unplug, then re-plug the box from t