“Error – Please check your internet connection, Portal URL, User ID, and Password – Code 7”
If you are receiving Error 7 when launching ExpatTV, below are the most likely causes:
A) Your ExpatTV system is not connected to your Internet service/Wifi
If you are connecting your ExpatTV system to your Internet router via wifi, double-check that it is connected.
- Press the Home (house) button to go to the Home screen
- Scroll to the bottom of the screen and select the Network Settings app (second from the left with the wifi symbol or a <…> symbol)
- If prompted for a PIN, enter your PIN
- Select your wifi access point name, and enter your password (just like you would with your phone or tablet)
- Once connected to your wifi, press the Home button, scroll to the top of the screen and launch the MyTVOnline app.
Also, if while the message is “Connecting to ExpatTV #1 & Video Club”, you see “Waiting for network connection (x/3)” along the top right of the screen, either your system is not connected to your Internet service, or your Internet service is down or otherwise has a problem. Use the steps above to verify your Internet connection.
If you are connecting your ExpatTV system to your Internet router via ethernet cable, double-check that both ends of the ethernet cable are securely connected and that the cable is not damaged.
B) Your access credentials (User ID and Password) are incorrect
If you are accessing ExpatTV for the first time, or you have performed a factory reset of your system, or you have changed your User ID and/or Password, they may be incorrect:
- At the error message, select OK
- Select ExpatTV #1 & Video Club
- Select Edit
- Verify that the User ID is correct. In most cases, there is an underscore (“_”) between your names. There are never spaces in the User ID.
- Scroll down to the Password field, then scroll right and select the eyeball icon to expose the Password
- Verify that the Password is correct
- If you made any changes/corrections, scroll down and select Connect
C) Your ExpatTV service is inactive due to non-payment
Verify that your account is paid. We see this frequently when a credit or debit card is expired or cancelled, or an automatic payment transaction is declined. Payment is due on the day the invoice is issued and service is subject to disconnection at any time thereafter. If our requests for payment are going to your Junk / Spam folder, mark them as “not junk” and add messenger@messaging.squareup.com to your email contacts to insure deliverability of our emails.
D) Something is blocking your access to ExpatTV
If you have recently changed to a different Internet provider (ISP), or a different Internet router, or a new mesh wifi system or other wifi equipment, or implemented any security hardware or software, one of these may be blocking your access to our servers. For example, Netgear Orbi mesh wifi systems include Netgear’s Armor software, which blocks URLs that it does not trust. Disable Netgear Armor or whitelist our URLs.
If you have done everything listed in this post and still get the error, contact us via the Support link at the left of this page and we will try to help you troubleshoot.