Issue: Blank Screen after Portal Loading Screen

Created by: Taylor F

Modified on: Fri, 1 Nov, 2019 at 7:37 PM

If you see a black, white, or grey screen or an STB Authentication Error after the Portal Loading screen when authenticating your Smart STB app, there are a few ways it can be resolved.

This issue usually happens when you are using a portal and attempt to use the same virtual MAC address for Smart STB and some other app, such as STBEMU

However, if you are certain that is not the issue, that your STB is not blocked by us and has been activated properly, follow the steps below:

  • Request that we completely REMOVE the Virtual MAC by sending a message to us at
  • Remove the Virtual MAC (Which should look similar to 00:1A:79:XX:XX:XX) from your portal completely. It is important that you delete it rather than simply disabling it. 
  • Do not use the STBEMU, as it has a different serial number, causing the authentication problem.
  • When you re-enter the Virtual MAC address, only open the Smart STB app. Do not open STBEMU. Opening STBEMU will cause the same issue to happen again, due to the MAC Clone protection we provide.

Another workaround is to change your Virtual MAC to a new one. This will avoid issues with a duplicate MAC address. Don’t forget to send us the new virtual MC address at

Taylor is the author of this solution article.

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