Well if you are sure that your HZN box is not offline, you could try to perform a “manual clear”. It’s very important to not do it if your HZN box displays “offline” on the front.
In order to do it, turn off your box with the button on the back. Then turn it on and 2-3 seconds after, hold your finger on the “power” button on the front of your box, right under the “S” of Samsung.
Release your finger after about 30 seconds. The box should display a scanning %, then you can release your finger.
If it’s not working, you can call the hotline, 0800 66 88 66. Ask for an english speaking agent and they’ll help you out.