Support

With experience drawn from 850 IPTV deployments in over 85 countries worldwide, our customer support has all the expertise you need for successful service rollout. Extensive ecosystem knowledge plus in-depth technical know-how helps you make the most of your Amino set-top boxes.

We understand that every deployment is different so we have a range of support packages to match your needs. Your standard level is free of charge*- and includes access to software maintenance releases, documentation, first line support via your distributor and priority help.

"Amino’s customer support combines deep technical expertise with a really responsive approach to any issues we have – so that we can focus on the business of deploying services"
Donnie Miller - Manager of Broadband Services
"MTA has found Amino to be knowledgeable, responsive and customer focused."
Eric Anderson - Director of Engineering/Construction/Operations

You can then select from a range of “peace of mind” packages to suit you – see right for more details where you can download our customer support pdf. Or build a customised package based on a range of options. Contact us now to discuss your needs.

*all customers who buy Amino STBs from an authorised distributor are entitled to a free entry-level support package (subject to NDA)

  • Where can I buy... ?

    • Where and how can I buy an Amino set-top box for research and development?
      A

      Amino sells its STBs through a network of distributors as listed at http://www.aminocom.com/contact-us/. If there is no-one listed for your location then please contact any of them as many are happy to ship locally. The distributors will be able to provide advice on pricing and availability.

      Please note that the Amino STBs are targeted at system integrators and service providers. If you are looking to purchase a unit for home use or to add to an existing service then you will need to contact your service provider.

    • Where can I buy a complete IPTV solution which includes the Amino boxes?
      A

      Amino works with a number of third parties who integrate with our boxes to provide the system.

      These partners are listed on our website at http://www.aminocom.com/about-us/partners. For more information please contact our sales team. Contact details can be found at http://www.aminocom.com/contact-us

    • Where can I buy keyboards, remotes, cables?
      A

      If you have been provided one of our boxes as part of a TV service then please contact your service provider in the first instance. If they are unable to help then our distributors (as listed at http://www.aminocom.com/contact-us) also sell our range of Amino accessories. Please contact them directly for more information on pricing and availability.

    • Where can I buy an Amino Set-Top Box? / Can I buy directly from Amino?
      A

      Amino sells its STBs through a network of distributors as listed at http://www.aminocom.com/contact-us/. If there is no-one listed for your location then please contact any of them as many are happy to ship locally. The distributors will be able to provide advice on pricing and availability.

      Please note that the Amino STBs are targeted at system integrators and service providers. If you are looking to purchase a unit for home use or to add to an existing service then you will need to contact your service provider.

  • Remote controls

    • I cannot find a code that works with my TV. What should I do?
      A

      Amino cannot guarantee to support all makes and models of TVs in our remotes. If you cannot find a suitable code listed in our user guides then it may be that your TV includes a newer codeset that we have included in our remote and we recommend that you continue to use both remotes.

      You may also want to try codes from some of the larger manufacturers such as Philips or Sony as we have seen that these are sometimes shared with other manufacturers.

    • Can I use 3rd party devices to control Amino products?
      A

      In order to control an Amino Set Top Box using a 3rd party IR device (e.g. a Slingbox) the manufacturer of that device needs to have included the library of infra-red codes that we use.

      If the codes have been included, the manufacturer will be able to advise on the necessary access (3 or 4 digit) code, also known as a brand code, for the library.

      If a manufacturer wishes to obtain our IR code library information then they should contact us at info@aminocom.com

    • I have a remote control from another manufacturer. What code do I need to use to control the Amino boxes?
      A

      Unfortunately Amino is unable to provide code numbers for remote controls manufactured by other people. The code is an "access code" for a pre-programmed library.

      We would recommend you contact the remote's manufacturer directly to see whether they have included the Amino codes.

    • What brand code do I need to use for TV Model X?
      A

      The brand codes that we have are organised by manufacturer and there may be multiple codes assigned. Unfortunately we do not know which codes are chosen for particular models and our recommendation is to try all of those listed for the given manufacturer.

      If you are unable to find a suitable code then you may want to try codes from some of the larger manufacturers such as Philips or Sony as we these are sometimes shared with other manufacturers.

      Otherwise, we would recommend that you continue to use two remote controls.

    • How do I find the code for my Remote Control?
      A

      Depending on which remote control you have the codes are listed in the guides available on our dedicated support site.

  • Trouble shooting

    • How do I return an Amino set-top box that is faulty?
      A

      Please contact your STB provider who will be able to advise you on their own returns procedure.

    • I have an STB that's on the "Loading…" screen
      A

      The "Loading…" message indicates that the STB does not have any software loaded onto it. Please contact your STB provider for further assistance.

    • How do I load software onto the Amino set-top box?
      A

      If you have been provided you box as part of a TV service please contact your service provider for assistance.

      In order to load software onto the Amino boxes you will need to set up a Linux multicast server. The instructions for doing this are contained in the Installation and Upgrade Guide which can be downloaded from our support site http://stbsupport.aminocom.com.

    • How do I configure the Amino boxes?
      A

      If your box has been provided as part of a TV service then please contact your service provider for more information on the available configuration options.

      If you are a system integrator or service provider looking for more information the Configuration Guide, available from our support site http://stbsupport.aminocom.com provides further information on the different mechanisms and settings available.

    • Where can I find the user manual for my STB?
      A

      The manuals that are supplied with the Amino boxes are available from the Downloads section of the Support Site (http://stbsupport.aminocom.com). For information on loading software or configuring the units (aimed at system integrators and operators) please see the Install and Upgrade Guide and Configuration_Guide

  • Development

    • How can I develop applications for the STB?
      A

      The Amino STBs come with a standard Opera browser based software build. We have a set of Javascript APIs that are enabled within this Opera build which can be used to develop middleware applications. The API spec is known as JMACX and can be downloaded from our support site http://stbsupport.aminocom.com. The APIs cover configuration, video control, display etc and can therefore easily be used within standard web systems to produce applications which interact with the video delivery.

      For developers looking to go beyond the capabilities of the Javascript APIs we also offer a C based SDK which can be purchased directly from Amino. For more information, please email info@aminocom.com

  • Support and warranties

    • How do I get more help?
      A

      For Support, in the first instance please contact your Telecom provider or Distributer as these provide first line support. Distributer contact details can be located on our web site http://www.aminocom.com/contact-us/

      If you have a support contract in place or would like to open a support account please email info@aminocom.com . Further information regarding our support packages can be located by downloading the customer support pdf above.

      For more information about our products or any other services please email info@aminocom.com

    • Do Amino set-top boxes support Flash and YouTube?
      A

      At present, we do not have support for this kind of internet content on our IPTV STBs. However, we do consider and add new features to our roadmap and recommend you check back periodically for updates.

    • What is the warranty on Amino STBs?
      A

      Please contact the supplier where you purchased the STBs for the specific warranty applicable to your product. It may be useful to have the serial number details of the products to hand.

    • How do I get support for the Amino boxes?
      A

      Our dedicated support site can be found at http://stbsupport.aminocom.com where you can access technical documentation and other resources.

      To access the full range of documentation and relevant software releases you will need to apply for a Download Only support account using the form at http://stbsupport.aminocom.com/cgi-bin/accounts.cgi. Please note that an NDA is required before access can be granted.

      For technical assistance, you should contact your distributor in the first instance however it is possible to purchase direct support from Amino. There is more information on the available support packages here Full pdf saved in Amino refresh / CMS menu/Document Manager/ PDFs /Customer Support

Support brochure