Applies to: Astro Ultra / Ulti boxes in Malaysia with already provisioned network features. Keep satellite and Plug & Play delivery modes distinct.
Match your symptom
| What you see | What to do next |
|---|---|
| NCNA or multicast unavailable | For NCNA, open HOME > Settings > STB Diagnostics > Network Diagnostics. Astro expects Tunes service multicast to show Multicast Up. If it says Multicast is Not Available, restart the decoder and router normally and check once more. This is not a factory reset. Persistent failure needs Astro with a private diagnostics screenshot. |
| On-demand, Wi-Fi or cloud recordings fail | Press HOME > Settings > Network Settings > Test Connection. Record Router Connection, Internet Connection, speed and connection type. Router success with internet failure points upstream: compare another device on the same home network, then contact the internet provider. If every connection fails, check the box’s existing Ethernet or Wi-Fi path. |
Work through these checks
Identify the failing network layer
Press HOME > Settings > Network Settings > Test Connection. Record Router Connection, Internet Connection, speed and connection type. Router success with internet failure points upstream: compare another device on the same home network, then contact the internet provider. If every connection fails, check the box’s existing Ethernet or Wi-Fi path.
What the result means: Start with the exact message: NCNA is Network Connection Not Available; SCNA is a separate service/reception message. Check whether live channels, on-demand video and cloud recordings fail together. A working TV menu confirms the HDMI picture path, not internet access. Do not retune or move the dish for a network-only fault.
Use the matching connection check
For NCNA, open HOME > Settings > STB Diagnostics > Network Diagnostics. Astro expects Tunes service multicast to show Multicast Up. If it says Multicast is Not Available, restart the decoder and router normally and check once more. This is not a factory reset. Persistent failure needs Astro with a private diagnostics screenshot.
What the result means: For a known Wi-Fi change, use Settings > Network Settings > New Wi-Fi Connection and select your own network. Enter its password privately. If the router is safely nearby, Astro suggests comparing an Ethernet connection; do not trail a cable across a walkway or buy one before confirming the fault. Persistent all-failed Ethernet results need Astro.
Check software and escalate with evidence
If Test Connection succeeds but connected features still fail, read HOME > Settings > STB Diagnostics > General Diagnostics > SW Download Status. Use the current official software-update instructions if the box does not report the latest update. If a normal restart still fails, Astro’s connectivity guide recommends checking again after 30–60 minutes, then contacting support.
What the result means: A working router result does not mean the ISP connection or multicast service works. Send the specific failed result so support can choose the correct path.
When to stop and get help
Stop for damaged wiring, heat or water. Do not reset the box, change installer mode, open equipment or alter ISP multicast/router security settings. Leave managed-network changes to its administrator.
What to tell support
Privately save NCNA text, model/delivery mode, Test Connection results, multicast state, software status and what worked on another device. Crop account numbers and network passwords from screenshots.
Common questions
Does NCNA mean the dish is misaligned?
Do not infer that. Astro routes NCNA through network and multicast diagnostics. A separate SCNA reception fault has a different guide.
Original troubleshooting guidance based on the official sources below. Menu names can change. This is an independent guide, not a manufacturer service bulletin or a bench-tested repair.