Welcome to our Support page. The purpose of this page is to provide lots of tips, guides, tutorials, troubleshooting help, and answers to frequently asked questions on all our products. We will be adding content to the Support page often, so make sure to visit us regularly. You will also find information on many popular Android apps for audio and video streaming on your HEX media box. If you cannot find the information, you’re looking for click here to contact us and we’ll be more than happy to help.

As our store at the Pickering Markets is now closed permanently, we have set up a general number 1-800-770-5480 for customers to contact us for technical support. There is a fee of $50.00 for service upgrades to your media box.

HEX 5B (15)

You can connect the HEX to your network and the Internet via Wi-Fi connection or directly by Ethernet cable.

• For a direct Ethernet connection, you will require a RJ45 cable with preferably a Cat 5e or better rating. Simply connect the cable to an Ethernet port on your router and connect the other end of the cable to the Ethernet port on the back of the HEX. The HEX will be automatically connected.
• For a Wi-Fi connection:
1. From the HOME screen, click on the Settings icon (icon with the 2 gear wheels), then click on More settings.
2. Select Wi-Fi on the menu (it should say ‘Disconnected’) and on the Wi-Fi screen turn the switch ‘On’ (if it is not already on).
3. Find your router name and click on it.
4. Enter a password if necessary. Note: Passwords are case sensitive.
5. Wait for the message under the router name to say ‘Connected’. You are now connected to your network and the internet.

Note: If the message under the router name says ‘Saved’ then you are not connected. This may be caused by an incorrect password.

Category: HEX 5B

If you find that you are not seeing some items on the top or bottom of your TV screen while using the HEX, it could mean that the display settings on your HEX needs calibrating. To do this, follow the instructions below.

  • From the HOME screen, click on the Settings icon (icon with the 2 gear wheels), then click on Display from the menu.
  • In the Display menu click on Screen position.
  • Select Zoomout screen to adjust the screen scaling to bring the edges of the screen in to view, (scaling between 90 to 95% is usually enough for most TVs). Once you see a dark border on the edges of the screen you have now calibrated your screen to match your TV.

To adjust your screen to see the image larger, simply click on Zoomin screen from the Screen position menu.

Category: HEX 5B
  • From the HOME screen, click on the Settings icon (icon with the 2 gear wheels), then scroll down to More settings and click on it.
  • Scroll down to Date & time and click on it.
  • Click on Select time zone and choose the time zone you wish to use for your location.
  • To use the time from your network (the Internet connection) switch ‘On’ the option Automatic date & time.
  • To set the 24-hour format, switch ‘On’ the option Use 24-hour format
Category: HEX 5B

There are 3 different settings available for the POWER button on the HEX remote. You can have the button power off your device (the default setting), or put the device to sleep, or reboot/restart the device. To change the setting, follow the instructions below.

  • From the HOME screen, click on the Settings icon (icon with the 2 gear wheels), then click on Powerkey definition from the menu.
  • There are 3 available functions; sleepnowshutdown (default), or restart.
  1. Select sleepnow to assign sleep mode to the POWER button. In sleep mode the HEX will switch off, but it will not be fully powered off. Press the POWER button again to wake up the device. Once awakened you can press the HOME button on your remote to return to the HOME screen.
  2. Select shutdown (this is the default setting) to assign a full power shutdown to the POWER button on the remote. To start the HEX, press the POWER button again. (This is the recommended setting).
  3. Select restart to assign a reboot/restart function to the POWER button. In restart mode the POWER button will restart the HEX.
Category: HEX 5B

There are many languages included in Android. To change the default language:

  • From the HOME screen, click on the Settings icon (icon with the 2 gear wheels), then scroll down to More settings and click on it.
  • Click on Languages & input.
  • Click Languages.
  • All the languages set on the HEX will be listed.
  • To add another language click Add a language.
  • Scroll through the list to find the language you desire and click on it. It will be added to the list of languages.
  • To switch to a different language as the default language for menus, etc., click and drag the one you wish to have as default to the top of the list. NOTE: You will need a mouse pointing device to drag an item on the screen.
Category: HEX 5B

If you are having trouble seeing the mouse pointer on your 4K HD TV, you can increase the size of the mouse pointer to make it more visible.

  • From the HOME screen, click on the Settings icon (icon with the 2 gear wheels), then scroll down to More settings and click on it.
  • Scroll down and click on Accessibility.
  • Scroll down until you find Large mouse pointer and switch it on to make the pointer larger.

You can find other useful features to help with accessibility on the HEX in the Accessibility menu in Settings.

Category: HEX 5B

Here’s a brief description of the apps found on the HEX 5B. 

* Depending on when you purchased your HEX, some apps may be different. You can find all the apps currently installed on your HEX by going to the App Draw (icon that looks like a Rubik’s Cube).

  • APK Installer and App Installer: Used to install Android apps onto the HEX. This app finds and lists all ‘.apk’ files on the local storage and on any USB connected drive, and lets you select which ones you wish to install.
  • Google Assistant: This is a Google app that uses artificial intelligence to act as a virtual assistant for the user to perform tasks on the device.
  • Chrome: This is Google’s app for browsing the Internet.
  • Clean Master: This app is a utility app for cleaning and removing temporary and unused files and apps from your HEX. It lets you manage the storage space on your HEX local storage.
  • Clock: This is the Android clock app. The user can set the time and set alarms.
  • Downloads: You will find files you downloaded from the Internet in this app.
  • Droid Settings: Same as the Settings icon on the HOME screen. See Settings for details.
  • ES File Explorer Pro: This is a file browsing app that lets you access the files in the local storage or on any connected USB drives.
  • File Browser: Another file browsing app.
  • Gallery: Use this app to view pictures stored on the local storage or any connected USB drives.
  • Gmail: This Google’s mail app.
  • Hola: This app is a Virtual Private Network (VPN) app that is free. It uses the shared resources of its users to provide a VPN service.
  • Hulu: A movie and TV show streaming app. This app requires a paid subscription to access the content.
  • Miracast: This app allows you to connect another Android device via your Wi-Fi network to our media device and ‘cast’ whatever is showing or playing on the connected device onto your TV.
  • Netflix: A movie and TV show streaming app. This app requires a paid subscription to access the content.
  • Play Store: Google’s app market for finding and installing 1000’s of apps that can run on the HEX.
  • Popcorn Flix: A free streaming app for streaming movies and TV shows.
  • PPPOE: This is an older technology used to connect 2 or more computers together using a telephone company telephone lines, through a modem device. Commonly referred as dial-up connection to the internet.
  • Settings: This app allows the user to adjust/modify, add or remove different features on the HEX. Care should be taken when making settings changes to the device and some changes may cause adverse effects on how the device functions.
  • Speedtest: This is a very useful app for measuring the download and upload speeds of your Internet service as received on the HEX.
  • Spotify: This is a music streaming service that allows users to play 1000’s of sounds and albums. This app has a free version and a paid subscription version.
  • UPDATE&BACKUP: This app is non-functioning at this time.
  • WebView Browser Tester: This is an Internet browser app.
  • YouTube: This is a Google app used for streaming public domain videos over the Internet.
  • Music and Video playing apps: These apps allow you to play video and music files found on the local storage or any connected USB drive. Most sound and video file formats are accessible through these apps. Here are some apps for video and music playing that may be installed on your HEX: AM Player, Media Center, Movie Player, Music, MV Cast Player, MX Player, T Player.

Click here to find other useful apps for your HEX media box. You will need to register to access this website.

Category: HEX 5B

Sometimes an app may stop responding or simply not work correctly and it may be necessary to stop and restart the app. You can use ‘Force stop’ to close an app. Here’s how to this:

  • From the HOME screen, click on the Settings icon (icon with the 2 gear wheels), then scroll down to More settings and click on it.
  • Scroll down and click on Apps.
  • Find the app you want to force stop and click on it.
  • Click on Force Stop, then click OK. The app is now stopped and cleared from memory, and you can click on the app again to restart it.

Warning: When you ‘Force stop’ an app you may lose your data or configuration settings for that app.

If you continue to experience problems with the particular app, it’s possible the app has become corrupted. This can happen for several reasons especially if the app downloads data from the Internet. You may need to reinstall this app. To do so see the FAQ on how to reinstall an app.

Category: HEX 5B

Sometimes you may need to reinstall an app on the HEX because it has stopped functioning properly. Before you try the reinstall you can try a Force stop to see if that fixes the problem. However, if you must reinstall the app you will need the app’s ‘.apk’ file. If you have saved a copy of the ‘.apk’ file in the storage area of your HEX or on a USB stick or other portable storage device, simply find the file using a file browser on the HEX and click on the file to reinstall.

If you do not have a saved copy of the app’s ‘.apk’ file and the app is currently installed on your HEX, you can find a copy of its ‘.apk’ file using the file browser app ES File Explorer. Here’s how:

  • From the HOME screen, click on the ES File Explorer app (icon is on the right side of the screen and looks like a file folder).
  • In ES File Explorer, on the left side of the screen find the menu item Local. Just below it there should be the item Homepage. If Homepage is not there, click on Local and Homepage should appear below it.
  • Click on Homepage. On the upper right area on the screen there is an icon called APPS (green icon that looks like an android). Click on it to open the installed apps folder.
  • Find the app you need to reinstall, click-and-hold on the app to select it. On the bottom area of the screen, click on Backup to copy the app’s ‘.apk’ file.
  • Click the Backbutton on your remote to go back to the Home folder and find and click on the Backups folder, then the Apps folder. You should see the app you selected now stored in the Apps folder.

Before reinstalling the app, you need to uninstall the current version.

  • From the HOME screen, click on the Settings icon (icon with the 2 gear wheels), then scroll down to More settings and click on it.
  • Scroll down to Apps and click on it.
  • Find and click on the app, then click Uninstall, then click OK. The app will now be uninstalled.

Now you can go ahead and reinstall the app.

  • From the HOME screen, click on the ES File Explorer app (icon is on the right side of the screen and looks like a file folder).
  • In ES File Explorer, on the left side of the screen find the item Local. Two lines below it there should be the item Home, click on it.
  • Click on the folder Backups, then Apps and click on the app you previously saved and wish to reinstall.
  • Click on Install in the Message box, then click Install again in the lower right corner.
  • Once completed, click Open to open the app or click Done and then Exit to exit ES File Explorer.
Category: HEX 5B

To find any email account that is logged in on the HEX:

  • From the HOME screen, click on the Settings icon (icon with the 2 gear wheels), then scroll down to More settings and click on it.
  • Scroll down to Accounts and click on it.
  • All accounts logged in on the HEX will be listed on the screen. For Google accounts click on Google.

To remove an email account:

  • From the Accounts screen click on the account you wish to remove. For Google accounts click on Google to find the account and click on it.
  • Once you have selected the account to be removed, click the 3 dots in the top right of the screen to show the menu.
  • Click on Remove, then confirm.

To add an email account:

  • From the Accounts screen click on Add account.
  • Choose the type of account you wish to add and follow the instructions.
Category: HEX 5B

If you used Chrome or Google Play Store you may have logged into a Gmail account to do so. You can find out what Gmail account, if any, are logged into your HEX.

  • From the HOME screen, click on the Settings icon (icon with the 2 gear wheels), then scroll down to More settings and click on it.
  • Scroll down to Accounts and click on it.
  • If you have accounts logged onto the HEX, it will be listed on the screen.
  • For Google accounts click on Google.

Click here to learn how to log into an account on your HEX.

To remove an account, click on the 3 dots at the top right of the screen and click Remove then confirm.

Category: HEX 5B

Warning: It is recommended that a factory reset be done by a HEX technical support person. On the rare occasion you may need to factory reset the HEX, you can do so via the Settings menu.

  • From the HOME screen, click on the Settings icon (icon with the 2 gear wheels), then scroll down to More settings and click on it.
  • Now scroll down until you find Backup & reset and click on it.
  • Click on Factory data reset.
  • Read and understand the warning at the top of the screen. All your data will be erased when you Factory Reset the HEX. If you are ready to continue, click on RESET MEDIA BOX.
  • Another warning will show at the top of the screen. If you are ready to continue, click on ERASE EVERYTHING.
  • The HEX will reboot and once all the data has been reset, it will restart. The HEX will be set back to its original configuration. You may be required to reinstall certain apps that may not have been pre-installed on your HEX. Also, the user interface may need to be reconfigured. Contact your HEX dealer for assistance.
Category: HEX 5B

Note: This feature is not available on early models of HEX 5B media boxes.

One of the useful features available on the HEX media box is voice control. This feature allows you to give commands or perform searches on the HEX by speaking into a remote control with a built-in microphone. You can say or spell words and the HEX will respond. This function requires a remote control with voice capability such as the M8 and G30s remotes.

Here is how to set up this functionality.

  • From the HOME screen, click on the Settings icon (icon with the 2 gear wheels), then scroll down to More settings and click on it.
  • Click on Languages & input.
  • Click on Virtual Keyboard, then click on + Manage keyboards.
  • Switch Google voice typing to ON.

Now whenever you bring up the virtual keyboard, such as during a search, you will see a microphone icon on the upper right of the keyboard. Click on the icon and speak into the microphone. The letters or words you say will appear on the search line on the screen. If the search results do not show automatically on the screen, click the Search key on the virtual keyboard on your screen (the search key looks like a magnifying glass). Now you should see the results of your voice search.

Note: The HEX 5B has Google voice control set to ON by default. This allows you to press the physical Mic button on your voice remote control to ‘ask Google questions’ without having to open the Google Assistant app.

Category: HEX 5B

To uninstall an app:

  • From the HOME screen, click on the Settings icon (icon with the 2 gear wheels), then scroll down to More settings and click on it.
  • Scroll down to Apps and click on it.
  • Find and click on the app you need to Uninstall, then click OK. The app will now be uninstalled.
Category: HEX 5B

To change the speed of the mouse pointer:

  • From the HOME screen, click on the Settings icon (icon with the 2 gear wheels), then scroll down to More settings and click on it.
  • Scroll down to Languages & input and click on it.
  • Find and click on the menu item Pointer speed.
  • Use the adjustment bar to change the speed of the mouse pointer, then click OK.
Category: HEX 5B

HEX X3Pro (13)

You can connect the HEX X3 Pro to your network and the Internet via Wi-Fi connection or directly by Ethernet cable.

  • For a direct Ethernet connection, you will require a RJ45 cable with preferably a Cat 5e or better rating. Simply connect the cable to an Ethernet port on your router and connect the other end of the cable to the Ethernet port on the back of the HEX. The HEX will be automatically connected.
  • For a Wi-Fi connection:
    • From the HOME screen, click on the Settings icon (the Tools icon), then click on Network & Internet
    • Select Wi-Fi on the menu (it should say ‘Not connected’) and on the Wi-Fi screen turn the Use Wi-Fi switch ‘On’ (if it is not already on).
    • Find your router name and click on it.
    • Enter a password if necessary. Note: Passwords are case sensitive.
    • Wait for the message under the router name to say ‘Connected’. You are now connected to your network and the internet.

Note: If the message under the router name says ‘Saved’ then you are not connected. This may be caused by an incorrect password, or if there is already an Ethernet cable connected to your box.

Category: HEX X3Pro

One of the useful features available on the HEX media box is voice control. This feature allows you to give commands or perform searches on the HEX by speaking into a remote control with a built-in microphone. You can say or spell words and the HEX will respond. This function requires a remote control with voice capability such as the M8 and G30s remotes.

This feature is not automatically set on the HEX X3 Pro. Here is how you set up the Android keyboard to allow voice commands:

  • From the HOME screen, click on the Settings icon (the Tools icon).
  • Scroll down to System (Languages, time, backup, updates) and click on it.
  • Click on Languages & input.
  • Click Virtual keyboard, then click on + Manage keyboards.
  • Now switch Remote controller input method to OFF.

Now whenever you bring up the virtual keyboard in an app, such as during a search, you will see a microphone icon on the upper right of the keyboard. Click on the icon and speak into the microphone. The letters or words you say will appear on the search line on the screen. If the search results do not show automatically on the screen, click the Search key on the virtual keyboard (the search key looks like a magnifying glass). Now you should see the results of your voice search.

Note 1: In the Virtual keyboard menu you can also click on Google voice typing to choose different settings for the voice control, including the language you use, hiding offensive words and setting up Google assistant.

Note 2: For the HEX X3 Pro/Plus, you must open the Google Assistant app to be able to use the physical Mic button on your Voice remote control to ‘ask Google questions’.

Category: HEX X3Pro

If you find that you are not seeing some items on the top or bottom of your TV screen while using the HEX X3 Pro, it could mean that the display settings on your HEX needs calibrating. To do this, follow the instructions below. NOTE: This requires that the Launcher be changed to the original MediaBox launcher.

First you need to change the Home screen user interface app to the ‘MediaBox’ launcher.

  • From the HOME screen, click on the Settings icon (the Tools icon), then click on Apps & notifications from the menu.
  • Scroll down to Default apps and click on it.
  • Click on Home app (‘Top TV Launcher 2’ should be the listed Home app).
  • Select ‘MediaBox’ Launcher. The original launcher HOME screen will appear.

How to change the display size.

  • From the HOME screen click on Settings, then scroll down and click on Advanced settings
  • Click Screen position and select Zoomout screen to adjust the screen scaling to bring the edges of the screen in to view, (scaling between 90 to 95% is usually enough for most TVs). Once you see a dark border on the edges of the screen you have now calibrated your screen to match your TV.

To adjust your screen to see the image larger, simply click on Zoomin screen from the Screen position menu.

Now you need to revert to the X3 Pro HOME screen:

  • Use the ‘Back’ button on your remote control to go back to the Advanced Settings menu, then click on More settings
  • Click on Apps & notifications from the menu.
  • Scroll down to Default apps and click on it.
  • Click on Home app (‘MediaBox Launcher’ should be the listed Home app).
  • Select Top TV Launcher 2. The HEX X3 Pro launcher HOME screen will appear and be reset as the default HOME screen.

Category: HEX X3Pro
  • From the HOME screen, click on the Settings icon (the Tools icon), then scroll down to System and click on it.
  • Scroll down to Date & time and click on it.
  • Click on Select time zone and choose the time zone you wish to use for your location.
  • To use the time from your network (the Internet connection) switch ‘On’ the option Automatic date & time.
  • To set the 24-hour format, switch ‘On’ the option Use 24-hour format
Category: HEX X3Pro

If you find you are not able to stream content on the HEX or the streaming is ‘sticking’ or ‘buffering’ frequently, you may be having trouble with your internet connection. To test the speed of the internet connection coming from your router:

  • From the HOME screen find the app Speedtest (icon looks like a green speedometer) and click on it.
  • Wait for it to say Begin Test and click on it. The Download and Upload speeds will display on the screen. A speed of 25Mbps or higher is recommended for smooth streaming.
  • If you are not getting a strong enough signal to stream smoothly on your device, contact your dealer who can recommend several options for improving the streaming quality.

Note: You will need a pointer device such as an Air-Mouse remote control to navigate through the Speedtest app.

Category: HEX X3Pro

Here is a brief description of the apps found on the HEX X3 Pro. 

*Depending on when you purchased your HEX, some apps may be different. You can find all the apps currently installed on your HEX by clicking on the small arrow at the bottom of the HOME screen and going to the App Draw (icon looks like a Rubik’s Cube).

  • AirScreen: An easy-to-use app that lets you use your device like a Chromecast.
  • AnyDesk: This app is used for remote access to your box. You may be asked to open this app by the HEX support team when troubling shooting your box remotely.
  • App Installer: Used to install Android apps onto the HEX. This app finds and lists all ‘.apk’ files on the local storage and on any USB connected drive, and lets you select which ones you wish to install.
  • Google Assistant: This is a Google app that uses artificial intelligence to act as a virtual assistant for the user to perform tasks on the device.
  • CetusPlay For TV: This app lets you control your HEX using your smartphone or other mobile device. It requires you to install this same app on your mobile device to be able to communicate with your HEX.
  • Chrome: This is Google’s app for browsing the Internet.
  • Clock: This is the Android clock app. The user can set the time and set alarms.
  • ColorLED Setting: This is a unique app only available on the HEX X3 Pro. It lets you program the LED lights at the front panel of your box.
  • ES File Explorer Pro: This is a file browsing app that lets you access the files in the local storage or on any connected USB drives.
  • File Browser & Files: Two more file browsing apps.
  • Gallery: Use this app to view pictures stored on the local storage or any connected USB drives.
  • Miracast: This app allows you to connect another Android device via your Wi-Fi network to HEX media device and ‘cast’ whatever is showing or playing on the connected device onto your TV.
  • Netflix: A movie and TV show streaming app. This app requires a paid subscription to access the content.
  • PIA VPN: This is Virtual Private Network app. It requires a subscription from the company Private Internet Access. You can use the Buy Now in the app to subscribe.
  • Play Store: Google’s app market for finding and installing 1000’s of apps that can run on the HEX.
  • Popcorn Flix: A free streaming app for streaming movies and TV shows.
  • Prime Video: A movie and TV show streaming app. This app requires a paid subscription with Amazon Prime to access the content.
  • Red Bull TV: This app offers you free access to Red Bull’s sports and entertainment videos. It functions similarly to YouTube.
  • Settings: This app allows the user to adjust/modify, add or remove different features on the HEX. Care should be taken when making settings changes to the device and some changes may cause adverse effects on how the device functions.
  • Shortcut key: Another unique app only found on the HEX X3 Pro. Use this app to program the number keys found on the standard remote control as shortcut keys to Open apps on your HEX.
  • Speedtest: This is a very useful app for measuring the download and upload speeds of your Internet service as received on the HEX.
  • Spotify: This is a music streaming service that allows users to play 1000’s of sounds and albums. This app has a free version and a paid subscription version.
  • TiviMate: With this app you can add your IPTV providers channels to watch live TV on your HEX.
  • Top TV Launcher 2 Settings: This app can be used to change the settings on your HOME screen. Your HEX X3 Pro HOME screen is highly customized, and care should be taken when making settings changes to the device as some changes may cause adverse effects on how the device functions.
  • Tubi: A free streaming app for streaming movies and TV shows.
  • TV Store: An app store like Google PlayStore. You can find many free entertainment apps here.
  • UPDATE: This app searches for any system updates for your HEX.
  • Voice Search: This is a Google search app that uses voice commands. You will need a remote control that includes the Voice button and microphone feature to operate.
  • XAPK Installer: Used to install Android apps with the extension ‘.xapk’ as well as regular ‘.apk’ Android app files.
  • YouTube: This is a Google app used for streaming public domain videos over the Internet.
  • Music and Video playing apps:These apps allow you to play video and music files found on the local storage or any connected USB drive. Most sound and video file formats are accessible through these apps. Here are some apps for video and music playing: AM Player, Media Center, Movie Player, Music, MV Cast Player, MX Player, T Player.

Click here to find other useful apps for your HEX media box. You will need to register to access this website.

Category: HEX X3Pro

Sometimes an app may stop responding or simply not work correctly and it may be necessary to stop and restart the app. You can use ‘Force stop’ to close an app. Here’s how to this.

  • From the HOME screen, click on the Settings icon (the Tools icon), then click on Apps & notifications from the menu.
  • If the app is not in the ‘Recently opened apps’ list, click on See all apps.
  • Find the app you want to force stop and click on it.
  • Click on Force Stop, then click OK. The app is now stopped and cleared from memory, and you can click on the app again to restart it.

Warning: When you ‘Force stop’ an app you may lose your data or configuration settings for that app.

Category: HEX X3Pro

If you used Chrome or Google Play Store you may have logged into a Gmail account to do so. You can find out what Gmail account, if any, are logged into your HEX.

  • From the HOME screen, click on the Settings icon (the Tools icon), then click on Accounts.
  • If you have accounts logged onto the HEX, it will be listed on the screen.
  • For Google accounts click on Google.

Click here to learn how to log into an account on your HEX.

Category: HEX X3Pro

To find any email account that is logged in on the HEX:

  • From the HOME screen, click on the Settings icon (the Tools icon), then click on Accounts in the menu.
  • All accounts logged in on the HEX will be listed on the screen. For Google accounts click on Google.

To remove an email account:

  • From the Accounts screen click on the account you wish to remove. For Google accounts click on Google to find the account and click on it.
  • Once you have selected the account to be removed, click the 3 dots in the top right of the screen to show the menu.
  • Click on Remove, then confirm.

To add an email account:

  • From the Accounts screen click on Add account.
  • Choose the type of account you wish to add and follow the instructions.
Category: HEX X3Pro

There are many languages included in Android. To change the default language:

  • From the HOME screen, click on the Settings icon (the Tools icon), then click on Apps & notifications in the menu.
  • Scroll down to System and click on it, then click on Languages & input.
  • Click Add a language to find the language you want to change to.
  • All the languages set on the HEX will be listed.
  • Scroll through the list to find the language you desire and click on it. It will be added to the list of languages.
  • To switch to a different language as the default language for menus, etc., click and drag the one you wish to have as default to the top of the list. NOTE: You will need a mouse pointing device to drag an item on the screen.
  • You can also remove a language from your list by clicking on the check box and clicking the ‘garbage’ icon.
Category: HEX X3Pro

Sometimes you may need to reinstall an app on the HEX because it has stopped functioning properly. Before you try the reinstall you can try a Force stop to see if that fixes the problem. However, if you must reinstall the app you will need the app’s ‘.apk’ file. If you have saved a copy of the ‘.apk’ file in the storage area of your HEX or on a USB stick or other portable storage device, simply find the file using a file browser on the HEX and click on the file to reinstall.

If you do not have a saved copy of the app’s ‘.apk’ file and the app is currently installed on your HEX, you can find a copy of its ‘.apk’ file using the file browser app ES File Explorer. Here’s how:

  • From the HOME screen, click on the ES File Explorer app (blue and white icon with ‘ES’ on a file folder). Note: It is much easier to navigate in ES File Explorer using an air-mouse remote.
  • In ES File Explorer, on the left side of the screen find the menu item Local. Just below it there should be the item Homepage. If Homepage is not there, click on Local and Homepage should appear below it.
  • Click on Homepage. On the upper right area on the screen there is an icon called APPS (green icon that looks like an android). Click on it to open the installed apps folder.
  • Find the app you need to reinstall, click-and-hold on the app to select it. On the bottom area of the screen, click on Backup to copy the app’s ‘.apk’ file.
  • Click the Backbutton on your remote to go back to the Home folder and find and click on the Backups folder, then the Apps folder. You should see the app you selected now stored in the Apps folder.

Before reinstalling the app, you need to uninstall the current version.

  • From the HOME screen, click on the Settings icon (the Tools icon), then click on Apps & notifications in the menu.
  • If the app is not in the ‘Recently opened apps’ list, click on See all apps.
  • Find and click on the app and click Uninstall, then click OK. The app will now be uninstalled.

Now you can go ahead and reinstall the app.

  • From the HOME screen, click on the ES File Explorer app.
  • In ES File Explorer, on the left side of the screen find the item Local. Two lines below it there should be the item Home, click on it.
  • Click on the folder Backups, then Apps and click on the app you previously saved and wish to reinstall.
  • Click on Install in the Message box, then click Install again in the lower right corner.
  • Once completed, click Open to open the app or click Done and then Exit to exit ES File Explorer.
Category: HEX X3Pro

To uninstalling an app:

  • From the HOME screen, click on the Settings icon (the Tools icon), then click on Apps & notifications in the menu.
  • If the app is not in the ‘Recently opened apps’ list, click on See all apps.
  • Find and click on the app and click Uninstall, then click OK. The app will now be uninstalled.
Category: HEX X3Pro

When using an air-mouse on your HEX you may find the movement of the mouse pointer too fast or too slow.

To change the speed of the mouse pointer:

  • From the HOME screen, click on the small arrow at the bottom of the screen to bring up the hidden menu.
  • Find the Settings icon (icon with the 2 gear wheels) and click on it. Then scroll down to the System menu item and click on it.
  • Click on Languages & input, then click on Advanced.
  • Click on Pointer speed and use the adjustment bar to change the speed of the mouse pointer.
  • Once you have the speed you want, click OK.
Category: HEX X3Pro

TV Boxes (6)

For some menu items or options on the HEX, and to use certain apps, you may require a mouse pointer on the screen. If you do not have an air-mouse type device, you can simply use the mouse pointer feature on the HEX standard remote. To activate this feature, find the ‘mouse’ button on the HEX remote and press it once. There will not be any indication that the mouse pointer feature is on, so to test it, simply press one of the arrow keys (up, down, left or right key) on the remote, the mouse pointer should appear and move in the direction of the arrow key you are pressing. To switch off this feature, simple press the ‘mouse’ button again. It is recommended you use some type of wireless mouse device when navigating on the HEX as it greatly enhances the overall experience of using the device.

Your dealer can offer different types of air-mouse remotes that are compatible with the HEX.

Category: TV Boxes

The HEX is an Android device, similar to an Android tablet or phone. You can use Google PlayStore to find and install apps onto your HEX. You can also install apps (.apk files) by copying the file from a USB or other storage media onto the HEX and then installing it through a file browser such as the app ES File Explorer.

Category: TV Boxes

If you find you are not able to stream content on the HEX or the streaming is ‘sticking’ or ‘buffering’ frequently, you may be having trouble with your internet connection. To test the speed of your internet connection coming from your router:

  • From the HOME screen go to the App Draw (the icon that looks like a Rubik’s Cube).
  • Find the app Speedtest and click on it.
  • Wait for it to say Begin Test and click on it. The Download and Upload speeds will display on the screen. A speed of 25Mbps or higher is recommended for smooth streaming.
  • If you are not getting a strong enough signal to stream smoothly on your device, contact your dealer who can recommend several options for improving the streaming quality.

Note: You will need a pointer device such as an Air-Mouse remote control to navigate through the Speedtest app.

Category: TV Boxes

Like most electronic devices, a simple restart of the HEX media box will normally fix any freezing or glitches you may experience. Just unplug the power supply, wait about 10 seconds and plug it back in. Wait for the HOME screen of your HEX box to appear and try the app again.

If you continue to experience problems with the particular app, it’s possible the app has become corrupted. This can happen for several reasons especially if the app downloads data from the Internet. You may need to reinstall this app. To do so, see the FAQ on how to reinstall an app.

Category: TV Boxes

The HEX TV Box can only be connected to one TV at a time using the HDMI port on the HEX and on your TV. If you wish to use the HEX on another TV you can disconnect it from one TV and reconnect it to another TV. But if you want to use the HEX on both TVs at the same you will need to get another HEX to connect to the second TV.

Category: TV Boxes

AnyDesk© is a software application that allows IT support professionals to connect remotely to another computer or device like TeamViewer©. The support person can view what is happening on the remote device and even take control of the remote device if necessary.

If you do not have AnyDesk© installed on your HEX, you can download the app here. Once the app is installed onto your HEX, you will find it in the app draw of the HEX under the name AnyDesk©.

Click on AnyDesk© to begin. Note your AnyDesk© address on the upper left of the screen. You will need to give this number to the support person so they can connect to your device.

  • If you are using AnyDesk© for the first time you will see the following message boxes:
    • A message with the heading ‘Plugin Activation’, click the check box ‘Don’t show this again’ and then click on OK.
    • A message with the heading ‘Security warning message’, click on the check box ‘Don’t show again’, then click Start now. Now click on the check boxes ‘I am aware of the risks’ and ‘Do not show this warning again’, then click Accept.
  • If this is not the first time use you will see the message ‘Incoming connection request’, click Accept. In the upper left of your screen, you will see ‘Connection established’, which means the support person can now see your screen.

During the support session, do not click on the Red ‘X’ next to ‘Connection established’ on the main screen of AnyDesk© as this will end the session. You can however, navigate around your device during the session, including opening other apps.

To end the session, go to AnyDesk©, and click on the Red ‘X’ next to ‘Connection established’.

Category: TV Boxes

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