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FAQ2018-12-04T21:29:06+00:00

Frequently Asked Questions

12/1/2018 OTA Update Software

  1. Click to Install
  2. Click to Open
  3. Download then Select Super User Allow
  4. Go to settings to Storage & reset and select Factory Reset/ erase
    everything.
  5. Redownload the Media Player

Q. How does this work?
A. All the content is streamed on the internet. With its configuration, GoSurfTV makes finding and streaming content very easy.

Q. What TV shows can I watch?
A. Add this You would be surprised at what is available for free. There are actually tons of movies, tvs shows music videos available right on YouTube. There are more sites to explore and we make that easy for you.

Q. Okay, so I’ve decided I want one. How difficult is it to setup when I get it home?
A. All you need to do is connect it to your TV and the internet. GoSurfTV comes plug-n-play for all customers.

Q. What internet speed do I need?
A. We recommend a minimum of 6Mbps. Optimal performance is achieved at 20Mbps and up.

Q. What happens if I buy it but don’t like it?
A. If you don’t like it for whatever reason, let us know within 15 days of receipt and we’ll pay to have GoSurfTV shipped back to us along with a full refund. Period. This is our guarantee.

Q. How much data transfer will I use?
A. That depends on how much TV you watch and the quality of that view. We recommend getting unlimited data transfer. At minimum, you should have 500gb of data transfer to be safe.

Q. Is there a warranty?
A. You bet. Only the unit itself is covered for a period of one year from the date of purchase and a replacement or repair will be done.

Q. Do you provide support if I get stuck using GoSurfTV?
A. Of course! Our friendly support team is available to help you with any issues that may arise. Via Twitter or Email We will answer any questions.

Q. I already have a digital movie library. Can I still use it?
A. Yes indeed. GoSurfTV comes with 3 USB ports that you can plug external drives into, not to mention that the Media Player will connect to any networked device and can play any known format.

Q. What do I do if the stream keeps buffering or freezing?
A.   There are two main reasons for this:
1. the stream that you are trying to connect to does not have enough bandwidth to deliver the stream adequately. The solution to this is to simply press stop and select a different stream.
2. Your Internet or WiFi connection is inadequate. The solution to this is to either upgrade your Internet speed, try using an ethernet (wired) connection instead of your WiFi connection. Remember wireless 5GHZ is faster but 2.4GHZ has a longer range. Some people have even purchased a more powerful WiFi router (See, What is the best wireless router to buy in the Modem & Router section in this forum) (also see changing wireless channels)

Q. Is there anything else I can do for buffering?
A  If you are watching an on demand stream that buffers you can pause that stream for 3-5 minutes to cache it out and let it buffer ahead a bit so when you resume play buffering should subside.  You should notice a lighter blue/gray bar appear behind the blue movie bar on your screen.

Make sure you visit our Modems & Routers section for more explanation on eliminating buffering.  
Buffering is very simple, it all comes down to the speed you’re getting to your unit and the host that is sending you the stream.

First step is to check your by doing a speedtest on your Go Surf. Instructions to run your speedtest can be seen on our setup video here.
Speedtest must be done on your streamsmart and not another device. The only speed that matters for this scenario is the one we are generating. If you’re below 20Mbps it’s probably on your end and please see below for ways to help improve the speed you’re getting on your unit.

If you’re getting over 20-30Mbps when running the speedtest and still getting buffering on certain things then it’s probably on the hosts end, sometimes hosts will get overloaded and that will cause the buffering even with high speeds on your end. The best part about Go Surf is our multiple options for everything.  If you don’t like the performance on one link simply press stop and use a different link or look for it in a different add-on.

If you can connect with an ethernet cord thats usually the best option.  If you connect wireless make sure you connect to the 5.8GHz Dual Band signal if its within range. If your router doesn’t have that signal and or only offers 2.4GHz you should look into upgrading your router. The best router by far is the Nighthawk, it’s great for homes with multiple devises and range. Ensure the router you choose says it’s an AC router. The model number will include AC.  Costco always offers a great price on them.

You can also try changing the channel on your router if you’re paying for high speed but getting lower tests on your Go Surf. Most routers come with a default channel, you will have greater success changing this to another channel as others won’t experience as much interference. To change your router channels you need to log into your router. The info to do this is usually somewhere on your router.

• We suggest doing a speed test on your 2.4GHz & 5.8GHz signals along with directly connecting through ethernet cord and see which is getting faster speeds to your unit.

• If you pay for less than 15mgs stop trouble shooting immediately and call your current company to upgrade or cancel and go with another company for higher speeds.
Buffering is very simple, it all comes down to the speed you’re getting to your unit and the host that is sending you the stream.

First step is to check your end and do a speed test on your unit. Instructions to run your speed test can be seen on our setup vide, here is the link. Speed test must be done on your unit not another device, all that matters is the speed your unit is getting so don’t worry about what another device in your house might be getting. If you’re below 20Mbps it’s probably on your end and please see below for ways to help improve the speed you’re getting on your unit.

If you’re getting over 20-30Mbps when running the speed test and still getting buffering on certain things then it’s probably on the hosts end, sometimes hosts will get overloaded and that will cause the buffering even with high speeds on your end. The best part about Go Surf is our options, I would simple search for whatever you’re looking for in another add-on.

If you can connect with an Ethernet cord that usually the best option.  If you connect wireless make sure you connect to the 5.8GHz Dual Band signal. If your router doesn’t have that signal and only offers 2.4GHz you should look into upgrading your router. The best router by far is the Nighthawk, it’s great for homes with multiple devises and range. Costco offers a great price on them.

You also can try changing the channel on your router.  Most routers come on a default channel for 2.4GHz, you will have greater success changing this as others will not have the same interference. To change your router channels you need need to log into your router. The info to do this is usually somewhere on your router.

We suggest doing a speedtest on your 2.4GHz & 5.8GHz signals along with directly connecting through an ethernet cord and see which is connection is yielding faster download speeds to your Go Surf.

Q. How to add parental control 

A. 1) Go to all add-ons tab, scroll down to “Pin Sentry”
2) Highlight Pin Sentry and press the “menu” button on your Go Surf remote
3) Choose “add-on settings”
4) Set pin value then select okay at the bottom, back out of add on settings
5) Click ok on the pin Sentry add on, Choose “plugins” and find the ones that you want to set a pin on.

QObjections from the techie guys

A. Anyone have friends or family that say “buy a cheap box and program it yourself”? Maybe they even say it’s easy.  Well for some of us it is easy, but let’s take me for example.  My college years were spent as a computer science engineer.  So yes I can do the updates, configuring and maintenance on my own, but why  would I? When Go Surf has a team of 11+ behind the scenes testing, programming, configuring, troubleshooting and supporting everyone else.  What happens when your addons stop working? You can’t login? What if your favorite addon has shut down? What if your box says dependency not met? What even is a dependency? How do you rectify this issue? Who are you going to call when that happens?
– Go Surf and enjoy the rest of your life and let us worry about the behind the scenes work, so we can ensure your streaming success.

Straight from the boss: “It’s pretty simple, 99% of people don’t have the knowledge to make their own build and if they do another 99% don’t have the time. We spend hours behind the scenes making sure our Media Player is always updated.
We literally do updates every single day…
Last but not least if anyone ever tells you they can get the same on another box or stick just ask them one question.  Do they have the add ons under the Premium tab?

Trakt Account for TV Shows and Movies

Trakt tv is a free service that integrates with your Go Surf and will allow you to add your favorite TV shows and Movies to your boxes in one list. Go to Trakt.TV and setup a free account. Once signed up start searching shows or movies. As you find your favorites or ones you are interest in watching simply press the “add to collection” button. This site is only the metadata (show/movie details, artwork, etc.) not the actual video files. You are not downloading anything, just putting your favorite shows & movies in one place. Once you have added a few lets sync one your add-ons with your newly created trakt.tv account.

NOTE: Once you build up your initial collection on the website you can add more from inside the add-ons in GoSurf TV. You see a show you want to add click menu on remote and select “add to collection”.

I am going to talk about an add-on that works with Trakt.
Conveant:
Go into all add-ons and click ok
Scroll down to Convenant and highlight it. Click menu on remote and select add-on settings.
scroll over to accounts and scroll down to Trackt.
click authorization
It will display a prompt to visit https://trakt.tv/activate
you will need to enter the code on the website from the screen on GoSurf TV
you will get a prompt to allow trakt for kodi to use your account. click yes (you may also be prompt to login to your account)
click ok on Covenant screen.

Real-Debrid is a service not affiliated with Go Surf but is a nice upgrade to your Go Surf unit.

What does Real-Debrid offer, well first off extremely stable links because you are paying for these severs. You will get a lot more 1080P, 4K, 5.1 Surround sound links. Also harder to find TV shows will be much more stable.

Users have to sign up for an account, there is no limit to devices per house hold. There is a one ip limit so users cant share accounts. GoSurf TV has always taken pride in no monthly costs and this is the one exception that is optional. If you purchase the six month plan which we recommenced it breaks down to $3 dollars a month, such a low cost played a huge part in us supporting this upgrade.

Before you purchase any upgrades make sure you try all of our trouble shooting steps with your current hardware as it might be as simple as switching to your 5G signal.

Now this is 100% optional, thousands of Go Surf customers don’t have this upgrade. It’s really more for the advanced user and more picky customers who want the best of the best.

Below are the instructions from creating an account to logging in on your Go Surf, if you need help please contact us in the Facebook Group and we will be happy to assist.

Steps 1-3 are done on your PC or mobile device.
Step 1: Sign Up, http://real-debrid.com/?id=1176870
Create your user name, password, and give your email.

Step 2: Activate your account.
Go to the email you provided and look for the email from Real Debrid and click on the link to activate your account.

Step 3: Subscribe, https://real-debrid.com/premium
Buy the amount of days your account will be active for, we recommend 180.

Steps 4-6 are done inside media player.

Step 4: Go to the Real-Debrid tab and click on Authorize: See FAQ

Step 5: Follow the instructions to authorize each add-on, the instructions are to the right of each each add-on once you have clicked on the authorize tab.

Step 6: Once prompted go to this link on your PC or mobile device, https://real-debrid.com/device “Favorite or bookmark this link to your PC or mobile device as you will need it every time to re-authorize your account” and enter the code given.

The add-ons under the Real-Debrid tab are now linked to your Real-Debrid account.
You will now see Real-Debrid links in video add-ons.
Salts will have the links in green and Release HUB all the links should work now.
Every time you run the wizard you will need to repeat steps 4-6 for Specto & Exdous. Salts & Release HUB you will not need too. Also you don’t need to authorize all four each time, if you have a favorite just do that add-on or two of them.

Products to increase your WiFi and Range

Below are options for products that will help increase the speed and range for your wifi. A lot of us have all in one routers from our cable companies that just aren’t getting enough speed to your Go surf. These cheap routers are not meant for high end streaming and often don’t get enough speed to your Go Surf.

Before you purchase any upgrades make sure you try all of our trouble shooting steps with your current hardware as it might be as simple as switching to your 5G signal.

#1. This first device will help you get better speed and range to your Go Surf for around $40 if you buy a used one.

http://www.amazon.com/NETGEAR-Universal-Ethernet-Adapter-WNCE3001/dp/B005N6XBDO?ie=UTF8&psc=1&redirect=true&ref_=oh_aui_detailpage_o04_s

I strongly recommend this for all models but the Pro, it’s a very inexpensive way to get ore speed to your unit.

#2. We also strongly recommended a high end router which is great if you have several wifi devices in your house. There are several types of Nighthawk routers and you can go with any version, the more expensive models are pretty much for bigger homes. You won’t be disappointed with the Nighthawk, it’s a great router and will increase the speed and range of your Go Surf along with other devices in your house.

http://www.amazon.com/NETGEAR-Nighthawk-AC1900-Gigabit-Router/dp/B00F0DD0I6/ref=sr_1_1?s=pc&ie=UTF8&qid=1458923591&sr=1-1&keywords=nighthawk+router

#3. Getting your own modem is the final step but not necessary. This will save usually around $10 a month on your internet bill as you won’t have to pay the rental fee to your internet company.

http://www.amazon.com/ARRIS-SURFboard-SB6141-DOCSIS-Cable/dp/B00AJHDZSI/ref=sr_1_1?s=electronics&ie=UTF8&qid=1458923330&sr=1-1&keywords=modem+surfboard.