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Support


WatchAir App Support




Frequently Answered Questions

Version 1.2.4 / Updated on Dec 7, 2017

To get ready to use WatchAir

1I live outside the US. Can I use WatchAir?
No, WatchAir is currently available in the US only. We do have a plan for Canada soon.
2Can I use WatchAir in my attic?
WatchAir is designed to be used as an indoor antenna. The operation temperature of WatchAir is 32F ~ 104F. We do not recommend it unless the temperature of your location is always in this range.
3Do I have to have the internet to use WatchAir?
Yes. To receive over-the-air TV signals from a transmission tower to WatchAir antenna, you don’t need the internet at all. But to show you those channels on your smart devices, we use rich data such as a poster image and more detail information for each TV program, which should be downloaded from the internet. Although its data size is quite small, say several megabytes, it’s one of the critical components of WatchAir. Therefore, you need the internet connection.
4When do I need to turn off the antenna power amplification?
If your location is too close to a transmission tower, you’d better turn it off. You can turn it on and off from our app when you go to “Settings” > “Channel” > “Antenna Power”
5How many channels am I supposed to watch with WatchAir?
One of the best answers can be found in the FCC’s DTV Reception Maps (https://goo.gl/DGMVWP). Try your TV reception with your full address, not your ZIP code. If you are using an indoor antenna, you may get mostly “Strong” channels. You may get less “Weak” channels if you are using a good antenna or your location inherently has less interference caused by man-made objects, such as buildings or houses.
6How do I remove the WatchAir mounting bracket?
Please carefully use a hair dryer to heat the adhesive tape to pull the mount off from one specific corner.
7How can I get more help about WatchAir?
Sure, there are many ways to get help from us as below. First, on your Watchair mobile app, please click “Email us” on “Settings” > “Support” menu. Or on our Website, please click the red “Support” button at any place of our website or use the “Contact us” form on our Support menu. Or simply send your email to us at ticket@watchairtv.com.

WatchAir Initial Setup

1What is the meaning of the LED ring light?
  • Solid red: Updating. (Please DO NOT Power off)
  • Solid green: Rebooting
  • Blinking blue: Ready to be connected so that you can find WatchAir SSID on “Settings” app.
  • Spinning blue: Connecting so that you can find your WiFi router on WatchAir app.
  • Solid blue: Fully connected so that you can watch your local live TV on WatchAir app.
2WatchAir SSID password is not accepted. Why?
Because you probably have one of two reasons as below.

  • If your SSID has “0” in its name, it is “zero”, not “alphabet O”. So please enter your password without alphabet O.
  • Or at this moment, some smartphones think this is something wrong, because smartphones temporarily lost the internet connection, although this should be OK when you connect WatchAir. So please disable your LTE connection and only turn on your WiFi connection when you connect WatchAir if this issue happens.
3I got stuck in the middle of the initial setup. How can I get out of this?
First, please unplug and replug the power cord and exit WatchAir app. Then watch your LED ring light status. Your LED ring ligh would be one of the three cases: spinning blue, blinking blue, and solid blue, depending on where you stopped.

  • When your LED is spinning blue, it is normal for you to be unable to find WatchAir SSID in your “Setting” app on your mobile phone. Instead, please go back and open WatchAir app and wait for “several minutes” until you can see your WatchAir SSID in a pop-up window. Please choose your WatchAir SSID. Then your WatchAir will be connected to your WiFi router. Your LED will turn “solid blue” then. Now your WatchAir is fully connected.
  • When your LED is blinking blue, please go to “Settings” app on your mobile phone, and choose your WatchAir SSID as your WiFi network. It is OK for you to see “There is no internet connection” at this moment. After choosing your WatchAir SSID in your “Settings” app, please go back to WatchAir app. Then WatchAir app lets you find your WiFi router with your password. After entering your WiFi password, your WatchAir will be connected to your WiFi router. If your WiFi router password is not working, please turn off your LTE option on your mobile phone and try it again. Your LED will turn “solid blue” then. Now your WatchAir is fully connected.
  • When your LED is solid blue, your WatchAir is already connected to your WiFi home network. It is normal for you not to see WatchAir SSID in the WiFi list of your "Settings" app on your mobile phone.
When your LED is solid blue, WatchAir will let you scan TV channels. Otherwise, you can scan your TV channels on "Settings" > "Channel" > "Scan Again" on WatchAir app. Then you can watch your live TV on WatchAir mobile app. It is time for you to use other WatchAir TV apps on your streaming boxes, sticks, or Smart TV’s, where you don’t have to repeat this. Simply login your WatchAir app with your existing login email and password for your WatchAir account that you set up on your mobile phone.
4I can’t see WatchAir SSID in “Settings” app. How can I get out of this?
As long as your WatchAir has the recent WatchAir software 1.8.3 or later, please check your LED light. If it is spinning blue, it is normal for you to be unable to find WatchAir SSID in your “Setting” app. Instead, please go back to WatchAir app and wait for “several minutes” until you can see your WatchAir SSID in a pop-up window. Please choose your WatchAir SSID. Then your WatchAir will be connected to your WiFi router. Your LED will turn “solid blue” then. Now your WatchAir is fully connected.
5How can I do the hardware reset?
Option 1. Remote Hardware Reset by using WatchAir app

If your WatchAir is currently connected to your WiFi router, in other words, if your ring LED is "solid blue" and you can watch your live TV through your WatchAir, you can do this remote factory data reset by clicking "Settings" > "Support" > "Factory Data Reset". Then you will see the red LED light for a while, and WatchAir will be rebooted. When the LED goes to "blinking blue", your WatchAir is fully connected.

Option 2. Manual Hardware Reset
If your WatchAir is not currently connected to your WiFi router, this is how to do the manual hardware reset for WatchAir.
  1. Identify the reset hole at the left side of the USB port on the left side of WatchAir’s smart bar.
  2. Use something long and sharp, such as a paper clip or a dress pin, and please keep pushing the hole until you see a "five-second-long solid red" LED light. The "five-second-long solid red" light is very important. If you cannot see this, your hardware reset failed. For example, you might not be pushing the hole at the right angle.
  3. Stop pushing the reset hole when you see this "five-second-long" solid red.
  4. Then WatchAir will reboot with a green light. After rebooting, LED goes "blinking blue" again.
What's next: Please open WatchAir mobile app to start connecting your WatchAir to your WiFi router. After the connection, please do not forget to rescan your TV channel one more time, because the previous TV channel list was deleted.
6How can I update WatchAir software manually?
First, to do this, you need your own micro SD memory card. At the end of the “Support” page on our product website, you can download a ZIP file, where you can find full instructions, a demo video, and the latest WatchAir software package.
7WatchAir only supports 802.11 bgn (2.4GHz) but not 802.11 AC (5GHz). Is this correct?
Yes and no. 802.11 bgn (2.4GHz) is used only between WatchAir and your WiFi router. Regarding the WiFi connection between your WiFi router and your smart devices, you can use 802.11 AC (5GHz) if your devices can support 802.11 AC (5GHz).
8How can I download WatchAir app for my Amazon Fire TV?
First, make sure your main menus on Amazon Fire TV are horizontally arranged on the top of your screen. Otherwise, your Amazon Fire TV has an old software. Please update Amazon Fire TV software first. Now please select "Search" on your Amazon Fire TV, and type "WatchAir". Then you will see it so that you can download WatchAir app on Amazon Fire TV. Once you download it, please login the app by using the same login information you used for your WatchAir mobile App.
9Why can’t I login to my WatchAir TV app on Roku, Amazon Fire TV, Apple TV, or Android TV?
In general, you need to finish your initial setup from your WatchAir mobile app first, including networking, channel scanning, and channel guide download. Then login WatchAir TV app second.

WatchAir Watching & Recording

1What is the storage capacity of micro SD card?
External micro SD card (SDXC) up to 2TB for about 1,400 hours of recording.
2Can I use my SSD or HDD with WatchAir?
Yes, as long as it is USB 2.0 compatible and it needs maximally 3.5 Watt power. Please note that SSD usually requires 2.5 Watt, while HDD does 5 to 10 Watts. Simply speaking, a USB memory stick and an SSD can be used with WatchAir. But HDD can be used only if it has an additional power line to an outlet.
3Which file formats will be supported for the optional storage?
FAT32, exFAT, and NTFS
4I can’t find a TV schedule on my WatchAir Roku app. Is there any TV schedule?
While you are watching live TV through WatchAir, push the "Up" button on the Roku remote control. Then push the "Down" button to browse the TV schedule guide or to exit from it. To accommodate all different hardware performance for Roku devices from Roku 2 to Roku premier, this is the simplest TV schedule guide we have for WatchAir as of now.
5I can’t find a TV schedule on my WatchAir Amazon Fire TV app. Is there any TV schedule?
While you are watching live TV through WatchAir, push the "Up" or "Down" button on your Amazon Fire TV remote control. Then the TV schedule guide window will pop up. Please push the "Back" button to exit.
6I can’t find a TV schedule on my WatchAir Android TV app. Is there any TV schedule?
While you are watching live TV through WatchAir, push the "Up" or "Down" button on your Android TV remote control. Then the TV schedule guide window will pop up. Please push the "Back" button to exit.
7My WatchAir scanned N channels. But why am I watching less than N channels?
Your available channel list, called active channels, is finalized by “pairing” your scanned channels with the corresponding channel data from our 3rd-party partner. We sometimes see a mismatch in this pairing, which results in less active channels than initially scanned channels. If you find a mistake in your location, please report us the mismatch by sending your email notice to ticket@watchairtv.com so that we can request our partner to fill the gap. When you send your email, please send your registered email for your WatchAir account for faster processing. In general, the gap will be filled after three business days.
8Can I simultaneously watch my TV over two devices?
Partially yes for some use cases as below. Shortly answering, if you watch/record one live channel with one recorded file, you can watch them. If you watch/record two live channels, you cannot do it. For more clarification, please check the following table.

On Device # 1 On Device # 2 View Use Case Description WatchAir Support
Watching Live Channel A Watching Live Channel A Concurrently watching one identical live channel over two displays Yes
Watching Live Channel A Watching Live Channel B Concurrently watching two different live channels over two displays No
Watching Live Channel A Watching Recorded Channel B Concurrently watching one live channel while watching another recorded channel Yes
Watching Recorded Channel A Watching Recorded Channel B Concurrently watching two different recorded channels Yes
Watching Live Channel A Recording Live Channel A Concurrently watching one live channel while recording the same channel Yes
Watching Live Channel A Recording Live Channel B Concurrently watching one live channel while recording another live channel No
Recording Live Channel A Recording Live Channel B Concurrently recording two different live channels No
9Can I watch and record my live TV when I am away from my home?
This feature is called TV over IP service. TV over IP will be available only on WatchAir mobile app to enable the following use cases as below:

  1. Watching local live TV program
  2. Watching recorded local TV program
  3. Requesting local live TV program recording
This service is not available as of now. A beta service will be released by the end of 2017. Also, this service can only be allowed under the following conditions.

  1. WatchAir device should be connected to your main WiFi router, not to any secondary WiFi router.
  2. WiFi router needs to support uPnP or port forwarding, which is a typical feature for WiFi routers.
  3. The streaming resolution may not be HD quality due to unexpected traffic over the internet.
  4. Only allowed for personal usage
    • When you are out of your home network to use this service, your our mobile device needs to be connected to a personal WiFi router or LTE connection, because a corporate or public WiFi connection will not usually allow this private streaming. When LTE is used, please be aware of its data consumption.
    • No public rebroadcasting: Only your own mobile devices will be allowed to access this service. Please note that it is illegal to retransmit TV contents to the public without paying the transmission fee to broadcasters.

 

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