How Can I Troubleshoot My Mi Box?

Experiencing issues with your Mi Box? Follow these expert-approved steps to diagnose and resolve common problems.

Step 1: Check Your Connections

Ensure your Mi Box is properly connected to both your TV and the internet.

• Use an HDMI cable to connect the Mi Box to your TV.
• Ensure the power cable is plugged in and functioning.
• Connect the Mi Box to your WiFi network or wired connection.

Pro Tip: If your Mi Box is connected properly but still not working, move to the next steps.

Step 2: Verify the Correct HDMI Input

• Use your TV remote to select the correct HDMI input.
• If your TV is not detecting the Mi Box, try another HDMI port.
• Test with a different HDMI cable if necessary.

Pro Tip: If using an AV receiver or sound system, try connecting the Mi Box directly to the TV to rule out compatibility issues.

Step 3: Amazon Prime Video Not Working?

If you cannot log in to Amazon Prime Video:

1. Confirm that your du Home Plan includes Prime Video. Only Home Light Basic/Advanced/Ultimate plans support it.
2. If eligible, create My Account credentials at myaccount.du.ae.
3. Log in and activate Amazon Prime via the banner on your My Account page.
4. If activation fails, contact du support at 800 155.

Pro Tip: If the activation page does not work, request support with the issue “unable to redeem Amazon Prime Video on My Account.”

Step 4: Blank or Black Screen Issues

If your Mi Box shows a blank/black screen:

When Starting the Mi Box:

1. Restart the device.
2. Unplug the power cable for at least 1 minute.
3. Reconnect the power and try again.

When Launching du View:

• du View may take up to 3 minutes to launch.
• For better performance, use du View on a phone, tablet, or Apple TV.

When Playing Content from Amazon Prime or Other Apps:

• Ensure you are using an HDMI cable and it is connected properly.
• Connect the Mi Box directly to the TV (avoid receivers/sound systems).
• Try reversing the HDMI cable ends or using a new cable.
• Test the Mi Box on another TV to check for HDMI port issues.

Pro Tip: If the problem persists, contact Mi Box support at Globalservice.global@xiaomi.com (support available in English only).

Step 5: du View Issues

Can’t Log in to du View?

1. Create an account at myaccount.du.ae.
2. Reset your du My Account password and try again.
3. If login fails, note the error message and raise a support ticket.

Channels Freezing?

• du View is an OTT streaming service and relies on internet quality.
• If a channel freezes, switch to another channel and back.
• If the issue persists, restart your Humax decoder.

Pro Tip: Streaming issues are often due to network fluctuations—try switching to a different channel and back to reset the stream.

Step 6: Video Buffering or Slow Loading

1. Run a speed test (at least 1 Mbps required for smooth streaming).
2. Pause downloads, gaming, or other high-bandwidth activities.
3. Restart your router by unplugging it for 1 minute.
4. Move the Mi Box closer to the router if on WiFi.
5. Ensure your router firewall or proxy is not blocking Mi Box connections.
6. If the issue persists, log it as a network problem with du support.

Pro Tip: A wired connection (Ethernet) is more stable than WiFi—consider using one for smoother streaming.

Why This Works

Step-by-Step Troubleshooting: Clear, expert-backed instructions ensure a quick resolution.
Direct Contact with du & Xiaomi Support: Get help from the right team if the issue persists.
Proven Fixes: Recommended solutions based on common Mi Box issues.
Optimized Streaming Tips: Ensures the best du View and Amazon Prime Video experience.

For additional support, visit du.ae/support or call 800 155.