Troubleshooting

Signal But No Services?

1st step WAIT. Decoders that haven't been used for a while will take a while to receive updated authorization codes from the satellite. This may take over 30 minutes but it usally is a lot quicker. Leave the decoder powered up and connected to the satellite dish with a good signal.

Rehiting Your Smartcard

If you have previously had access to the VAST™ services but have either lost all the services due to an unknown fault or because your decoder was not powered up at the time of registration please visit - here for decoder rehit.
The Rehit process rehits or refreshes the information on the decoder smartcard.

Finding The VAST™ Decoder Smartcard

This document includes photos to show the location of the decoder smartcard - Finding the Decoder Smartcard?

Common Error Codes

E50-32 or E52-32
No services found please rescan

This indicates that your decoder is not receiving any signal. This may be due to bad weather or a faulty connection in the installation. Please also confirm that your satellite dish is pointing to the OPTUS C1 Satellite at 156 degrees east. NOTE: This is not an issue with your smartcard. If signal does not appear please contact the installer, and then set-top box manufacture to confirm the issue (see below for contact details).

E19-4
Subscription Status Expired

This is a common error for travellers and remote viewers who's system has already been activated and working but have not used their VAST™ decoder for some time. This arises due to the security information contained on the smart card expiring. There are two options to recover from this error:

  1. Leave the decoder turned on and the information on the smart card will be updated to restore all of the activated services. The decoder usually recovers within a couple of hours.
  2. Reactivate the smart card by entering the smart card details here.
E06-4
Smartcard Failure

Displayed if an invalid smart card is inserted or if the card is incorrectly inserted. Ensure the card is inserted with the contacts towards the Set top box and on the underside. If you can confirm the correct orientation of the smartcard please contact the set-top box manufactures for troubleshooting.

E107-4
The smartcard is not fully authorized

Please reactivate your smartcard by referring to ‘Reactivating Your Smartcard’

E16-4
No permission to view this channel

Please ensure you have registered your smartcard. If you have already done so please be aware that there is a 48hour processing time. You can also call 1300 993 376 for more information.

Registering New or Replacement Decoders

If you have an existing registration and

  • want to add a new decoder
  • replace a faulty decoder

Please use the VAST™ Enquiry Form and let us know the smartcard number of your existing and new or replacement decoders. Also let us know if any decoders are faulty. If you don't want to use the Enquiry Form you may call or email VAST™ with the same information.

VAST™ Certified Decoder Manufacturers

Listed below are the Manufacturers of the Certified VAST™ decoders / set-top boxes. Please note the VAST™ Call Centre does not supply or repair decoders. For all warranty or repairs related to decoders, please contact the decoder manufacturer, or your local installer or retailers.

Terms and Conditions

Terms and Conditions

All purchases from MSat are subject to our standard Terms & Conditions of Sale. These terms govern the sale of MSat products, including pricing, payment, delivery, and limitations of liability. Customers are encouraged to review these terms prior to purchase to ensure full understanding of their rights and obligations.

Privacy Statement

MSat is committed to protecting your privacy. We collect only the information necessary to process orders, provide support, and improve our services. We do not sell or share your personal data with third parties except as required to fulfill your order or comply with legal obligations

For the full privacy policy, please refer to: Privacy Policy

Shipping Policy

MSat ships products Australia-wide from our local warehouse. Orders are typically dispatched within 1–2 business days. Shipping times vary by location. Tracking information will be provided upon dispatch. We do not currently offer international shipping.

Warranty and Returns Policy

All MSat products are covered by a 12-month manufacturer warranty for defects in materials and workmanship under normal use.

For more information, please refer to our Returns Policy.

Privacy Policy

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Downloads

Download Manual here

Returns Policy

This policy outlines the conditions for warranty claims for all MSat products.

Warranty

All MSat products are covered by a 12-month manufacturer warranty for defects in materials and workmanship under normal use.

Important: Before submitting a claim

We recommend reviewing our FAQ and technical troubleshooting guides at the following link: Product Support, as many common issues can be resolved without a return.

Where to Buy

MSat products are available through a
trusted network of authorised distributors and installers across Australia.

Why Buy Through an Authorised Partner:

  • Genuine MSat products
  • Correct installation guidance
  • Caravan and RV setup expertise
  • First-line technical support
  • Warranty facilitation
  • Access to replacement hardware

Find a Distributor:

  • Distributors supply installers, retailers,
    and caravan specialists nationwide.

Find an Installer:

  • Installers assist with dish alignment,
    cabling, smart card activation, and troubleshooting.

Buying Direct from MSat:

  • Purchase genuine hardware with full
    warranty and direct support from our online store.

Support Pathway:

  • All customers receive fast, reliable
    support whether purchasing through partners or directly from MSat.