TV troubleshooting and FAQs

The article below only applies to Philips UHD TVs


Situation
One of the following issues occurs:

● picture is not visible or abnormal

● audio is not audible or abnormal or drops out intermittently?

● no signal message from source

● no audio/video content

● EasyLink / CEC is not working or only intermittently working
● HDCP-related error message is shown  

Checklist

Ensure that:

• The software of the television and of the external device is up-to-date

• Picture and sound are played correctly from a different source (e.g. demo clip, Smart TV).

• The correct HDMI port is selected in the “Source” menu.

 

Answer

To (re-)establish the HDMI connection between the external device and the TV, proceed as follows:

 

1. Change TV Settings

Depending on the setup of the different devices connected to the TV, verify if the settings are set correctly. Verify if audio and/or picture is playing correctly after the setting is changed.

*TV menu item names can have minor differences
** To change the HDMI port settings, an external device needs to be connected to the HDMI port and then select that same port in the source menu of the TV.

Change the HDMI port settings** ( not applicable to 2014 TV's and to 4900, 5500, 6400, 6500 models )

A different HDMI port setting can be selected to verify if the source content needs a different passthrough.

● Press the “Home” / "Settings" button on the remote control and select:
[Setup]/[All settings] > [General Setting] > [HDMI Ultra HD] > [HDMI 1/2/3/4] > [UHD Off] or [4:4:4/4:2:2] or [UHD 4:2:0]

or for 6031 model:
● Press the “Settings” button on the remote control and select:
[Sources] > [HDMI 1 or HDMI 2] > [Disabled] or [ Regular] or [Enhanced].

Change the Easylink settings

● Press the “Home” / "Settings" button on the remote control and select:
[Setup]/[All settings] > [General Settings] > [EasyLink] > [EasyLink] > [ON] or [OFF]

Or

[Configuration] > [General settings] > [Easylink] > [Easylink] > [ON] or [OFF]

Or

[Setup] > [TV settings] > [General settings] > [Easylink] > [Easylink] > [ON] or [OFF]

Easylink/CEC setting of the external device
Please verify the settings of the external sound device and make sure that:

● Easylink/CEC settings are set to ON

● ARC (Audio Return Channel) is set to ON

If no sound is audible, proceed with these TV settings:

Change the ARC settings (only for the 4900 model)

● Press the “Home” button on the remote control and select:

[Setup] > [TV settings] > [Easylink] > [HDMI1 ARC] > [ON]

Or

[TV Settings] > [Sound] > [Advanced] > [HDMI ARC] > [ON]

Change the speakers settings

● Press the “Home” / "Settings" button on the remote control and select:

[Configuration] > [General settings] > [TV Speakers] > [Easylink Autostart]
or
[Home] > [Setup] > [TV settings] > [General settings] > [TV Speakers] > [Easylink Autostart]
or
[Audio out] > [Easylink Autostart/HDMI sound system]

If the speakers are already set to ‘Easylink Autostart’, set them to ‘TV speakers ON’ and back to ‘Easylink Autostart’.


2. Switch sources

If the TV does not recognise the HDMI device, switch the source to another device and back again.


3. Re-establish a “digital handshake”
● Switch the television OFF
● Unplug all cables, accessories and devices from the TV. This includes a CAM module, if applicable
● Wait for at least one minute (after the LED light has switched off) before plugging the power cable in again
● Switch the TV back ON without reconnecting any of the disconnected cables, accessories and devices
● Unplug the power cable of the external device. Reconnect the power cable after one minute and startup the device.

● Wait 3-5 minutes to allow them to finish their startup process.

● Connect the HDMI cable first into the TV, then into the device.


4. Use another HDMI Port

The availability of different HDMI port standards on the TV allow more content playback options. If there are picture or sound issues from a device connected to HDMI 1 or HDMI 2, connect the device to HDMI 3 or HDMI 4 on the TV. The TV’s user manual contains specific information on HDMI port functionality.



5. Use another HDMI Cable

Connect the external HDMI device with a different cable to verify if the cable is functional.
 

Note: High resolution TVs require a High Speed HDMI cable to transfer picture and audio from or to an external device(HDMI 1.4 or newer is recommended).

 

6. Reset the TV to factory settings

Only picture and audio settings will be reset to default factory settings. Channels lists, HDD recordings and other selected settings will remain unchanged.

● Press the “Home” / "Settings" button on the remote control of the TV and select:

[Setup]/[All settings] > [General Settings] > [Factory reset]/[Factory settings] > [Yes]
 

7. Reinstall the television

To delete all of the TV settings/HDD recordings and start the first installation, proceed as follows:

● Press the “Home” / "Settings" button on the remote control of the TV and select:

[Setup]/[All settings] > [General Settings] > [Reinstall TV] > [Yes]

After the TV was reinstalled, the settings selected during step 1 above were set back to default. Repeat the instruction of step 1 if the external device via HDMI does not work correctly.

Note: If an HDMI-to-DVI adapter or HDMI-to-DVI cable is used, ensure that an additional audio cable is connected -jack to AUDIO IN (mini only), if available.

 


The article below applies to all Philips non-UHD TVs


Situation
One of the following issues occurs:

● picture is not visible or abnormal

● audio is not audible or abnormal or drops out intermittently?

● no signal message from source

● no audio/video content

● EasyLink / CEC is not working or only intermittently working
● HDCP-related error message is shown

Checklist

Ensure that:

• The software of the television and of the source device is up-to-date.

• Picture and sound are played correctly via a different source (e.g. demo clip, Smart TV).

• The correct HDMI port is selected in the “Source” menu.

Answer

To (re-)establish the HDMI connection between the external device and the TV, proceed as follows:

1. Change TV Settings

Depending on the setup of the different devices connected to the TV, verify if the settings are set correctly. Verify if audio and/or picture is playing correctly after the setting is changed.

*TV menu item names can have minor differences

Change the Easylink settings

● Press the “Home” button on the remote control and select:
[Setup] > [General Settings] > [EasyLink] > [EasyLink] > [ON] or [OFF]

Or

[Configuration] > [General settings] > [Easylink] > [Easylink] > [ON] or [OFF]
Or
[Settings] > [General settings] > [Easylink] > [Easylink] > [ON] or [OFF]

Or

[Setup] > [TV settings] > [General settings] > [Easylink] > [Easylink] > [ON] or [OFF]

Easylink/CEC setting of the external device
Please verify the settings of the external sound device and make sure that:

● Easylink/CEC settings are set to ON

● ARC (Audio Return Channel) is set to ON

If no sound is audible, proceed with these TV settings:

Change the ARC settings (not available for all TVs)

● Press the “Home” button on the remote control and select:

[Setup] > [TV settings] > [Easylink] > [HDMI1 ARC] > [ON]

Or

[TV Settings] > [Sound] > [Advanced] > [HDMI ARC] > [ON]

Change the speakers settings

● Press the “Home” button on the remote control and select:

[Configuration] > [General settings] > [TV Speakers] > [Easylink Autostart]
Or
[Setup] > [TV settings] > [General settings] > [TV Speakers] > [Easylink Autostart]
Or
[Settings] > [Sound] > [Advanced] > [Audio out] > [HDMI sound system]

If the speakers are already set to ‘Easylink Autostart’, set it to ‘TV speakers ON’ and back to ‘Easylink Autostart’.


2. Switch sources

If the TV does not recognise the HDMI device, switch the source to another device and back again.


3. Re-establish a “digital handshake”

● Switch the television OFF
● Unplug all cables, accessories and devices from the TV. This includes a CAM module, if applicable
● Wait for at least one minute (after the LED light has switched off) before plugging the power cable in again
● Switch the TV back ON without reconnecting any of the disconnected cables, accessories and devices
● Unplug the power cable of the external device. Reconnect the power cable after one minute and startup the device.
● Wait 3-5 minutes to allow them to finish their startup process.

● Connect the HDMI cable first into the TV, then into the device.

● Press the “Source” button on the remote and select the HDMI port where the cable is plugged into

4. Use another HDMI Port

To verify if the currently used HDMI port of the TV is functional, connect the HDMI cable to a different HDMI port. Furthermore, a different HDMI port on the external device can be used (if available). The TV’s user manual contains specific information on HDMI port functionality.


5. Use another HDMI Cable

Connect the external HDMI device via a different cable to verify if the cable is functional.
 

Note: High resolution TVs require a High Speed HDMI cable to transfer picture and audio from or to an external device(HDMI 1.4 or newer is recommended).


6. Reset the TV to factory settings

Only picture and audio settings will be reset to default factory settings. Channels lists, HDD recordings and other selected settings will remain unchanged.

● Press the “Home” button on the remote control of the TV and select:

[Setup] > [General Setting] > [Factory Reset] > [Yes]
Or
[Settings] > [General Setting] > [Factory Reset] > [OK]


7. Reinstall the television

To delete all of the TV settings/HDD recordings and start the first installation, proceed as follows:

● Press the “Home” button on the remote control of the TV and select:
[Setup] / [Settings] > [General Setting] > [Reinstall TV] > [Yes]

After the TV was reinstalled, the settings selected during step 1 above were set back to default. Repeat the instruction of step 1 if the external device via HDMI does not work correctly.


Note: If an HDMI-to-DVI adapter or HDMI-to-DVI cable is used, ensure that an additional audio cable is connected to AUDIO IN (mini-jack only), if available.

Always here to help!
Please ensure that your television is updated with the latest software version. If your issue persists after browsing the FAQs, please feel free to contact our helpdesk by phone, chat, or email. Have your model number, serial number, and date of purchase ready, as well as any troubleshooting steps you have already tried.
Current selection: All TVs
Click here for users manuals, software, and more for this TV.
Select a different TV here.

The article below only applies to Philips UHD TVs


Situation
One of the following issues occurs:

● picture is not visible or abnormal

● audio is not audible or abnormal or drops out intermittently?

● no signal message from source

● no audio/video content

● EasyLink / CEC is not working or only intermittently working
● HDCP-related error message is shown  

Checklist

Ensure that:

• The software of the television and of the external device is up-to-date

• Picture and sound are played correctly from a different source (e.g. demo clip, Smart TV).

• The correct HDMI port is selected in the “Source” menu.

 

Answer

To (re-)establish the HDMI connection between the external device and the TV, proceed as follows:

 

1. Change TV Settings

Depending on the setup of the different devices connected to the TV, verify if the settings are set correctly. Verify if audio and/or picture is playing correctly after the setting is changed.

*TV menu item names can have minor differences
** To change the HDMI port settings, an external device needs to be connected to the HDMI port and then select that same port in the source menu of the TV.

Change the HDMI port settings** ( not applicable to 2014 TV's and to 4900, 5500, 6400, 6500 models )

A different HDMI port setting can be selected to verify if the source content needs a different passthrough.

● Press the “Home” / "Settings" button on the remote control and select:
[Setup]/[All settings] > [General Setting] > [HDMI Ultra HD] > [HDMI 1/2/3/4] > [UHD Off] or [4:4:4/4:2:2] or [UHD 4:2:0]

or for 6031 model:
● Press the “Settings” button on the remote control and select:
[Sources] > [HDMI 1 or HDMI 2] > [Disabled] or [ Regular] or [Enhanced].

Change the Easylink settings

● Press the “Home” / "Settings" button on the remote control and select:
[Setup]/[All settings] > [General Settings] > [EasyLink] > [EasyLink] > [ON] or [OFF]

Or

[Configuration] > [General settings] > [Easylink] > [Easylink] > [ON] or [OFF]

Or

[Setup] > [TV settings] > [General settings] > [Easylink] > [Easylink] > [ON] or [OFF]

Easylink/CEC setting of the external device
Please verify the settings of the external sound device and make sure that:

● Easylink/CEC settings are set to ON

● ARC (Audio Return Channel) is set to ON

If no sound is audible, proceed with these TV settings:

Change the ARC settings (only for the 4900 model)

● Press the “Home” button on the remote control and select:

[Setup] > [TV settings] > [Easylink] > [HDMI1 ARC] > [ON]

Or

[TV Settings] > [Sound] > [Advanced] > [HDMI ARC] > [ON]

Change the speakers settings

● Press the “Home” / "Settings" button on the remote control and select:

[Configuration] > [General settings] > [TV Speakers] > [Easylink Autostart]
or
[Home] > [Setup] > [TV settings] > [General settings] > [TV Speakers] > [Easylink Autostart]
or
[Audio out] > [Easylink Autostart/HDMI sound system]

If the speakers are already set to ‘Easylink Autostart’, set them to ‘TV speakers ON’ and back to ‘Easylink Autostart’.


2. Switch sources

If the TV does not recognise the HDMI device, switch the source to another device and back again.


3. Re-establish a “digital handshake”
● Switch the television OFF
● Unplug all cables, accessories and devices from the TV. This includes a CAM module, if applicable
● Wait for at least one minute (after the LED light has switched off) before plugging the power cable in again
● Switch the TV back ON without reconnecting any of the disconnected cables, accessories and devices
● Unplug the power cable of the external device. Reconnect the power cable after one minute and startup the device.

● Wait 3-5 minutes to allow them to finish their startup process.

● Connect the HDMI cable first into the TV, then into the device.


4. Use another HDMI Port

The availability of different HDMI port standards on the TV allow more content playback options. If there are picture or sound issues from a device connected to HDMI 1 or HDMI 2, connect the device to HDMI 3 or HDMI 4 on the TV. The TV’s user manual contains specific information on HDMI port functionality.



5. Use another HDMI Cable

Connect the external HDMI device with a different cable to verify if the cable is functional.
 

Note: High resolution TVs require a High Speed HDMI cable to transfer picture and audio from or to an external device(HDMI 1.4 or newer is recommended).

 

6. Reset the TV to factory settings

Only picture and audio settings will be reset to default factory settings. Channels lists, HDD recordings and other selected settings will remain unchanged.

● Press the “Home” / "Settings" button on the remote control of the TV and select:

[Setup]/[All settings] > [General Settings] > [Factory reset]/[Factory settings] > [Yes]
 

7. Reinstall the television

To delete all of the TV settings/HDD recordings and start the first installation, proceed as follows:

● Press the “Home” / "Settings" button on the remote control of the TV and select:

[Setup]/[All settings] > [General Settings] > [Reinstall TV] > [Yes]

After the TV was reinstalled, the settings selected during step 1 above were set back to default. Repeat the instruction of step 1 if the external device via HDMI does not work correctly.

Note: If an HDMI-to-DVI adapter or HDMI-to-DVI cable is used, ensure that an additional audio cable is connected -jack to AUDIO IN (mini only), if available.

 


The article below applies to all Philips non-UHD TVs


Situation
One of the following issues occurs:

● picture is not visible or abnormal

● audio is not audible or abnormal or drops out intermittently?

● no signal message from source

● no audio/video content

● EasyLink / CEC is not working or only intermittently working
● HDCP-related error message is shown

Checklist

Ensure that:

• The software of the television and of the source device is up-to-date.

• Picture and sound are played correctly via a different source (e.g. demo clip, Smart TV).

• The correct HDMI port is selected in the “Source” menu.

Answer

To (re-)establish the HDMI connection between the external device and the TV, proceed as follows:

1. Change TV Settings

Depending on the setup of the different devices connected to the TV, verify if the settings are set correctly. Verify if audio and/or picture is playing correctly after the setting is changed.

*TV menu item names can have minor differences

Change the Easylink settings

● Press the “Home” button on the remote control and select:
[Setup] > [General Settings] > [EasyLink] > [EasyLink] > [ON] or [OFF]

Or

[Configuration] > [General settings] > [Easylink] > [Easylink] > [ON] or [OFF]
Or
[Settings] > [General settings] > [Easylink] > [Easylink] > [ON] or [OFF]

Or

[Setup] > [TV settings] > [General settings] > [Easylink] > [Easylink] > [ON] or [OFF]

Easylink/CEC setting of the external device
Please verify the settings of the external sound device and make sure that:

● Easylink/CEC settings are set to ON

● ARC (Audio Return Channel) is set to ON

If no sound is audible, proceed with these TV settings:

Change the ARC settings (not available for all TVs)

● Press the “Home” button on the remote control and select:

[Setup] > [TV settings] > [Easylink] > [HDMI1 ARC] > [ON]

Or

[TV Settings] > [Sound] > [Advanced] > [HDMI ARC] > [ON]

Change the speakers settings

● Press the “Home” button on the remote control and select:

[Configuration] > [General settings] > [TV Speakers] > [Easylink Autostart]
Or
[Setup] > [TV settings] > [General settings] > [TV Speakers] > [Easylink Autostart]
Or
[Settings] > [Sound] > [Advanced] > [Audio out] > [HDMI sound system]

If the speakers are already set to ‘Easylink Autostart’, set it to ‘TV speakers ON’ and back to ‘Easylink Autostart’.


2. Switch sources

If the TV does not recognise the HDMI device, switch the source to another device and back again.


3. Re-establish a “digital handshake”

● Switch the television OFF
● Unplug all cables, accessories and devices from the TV. This includes a CAM module, if applicable
● Wait for at least one minute (after the LED light has switched off) before plugging the power cable in again
● Switch the TV back ON without reconnecting any of the disconnected cables, accessories and devices
● Unplug the power cable of the external device. Reconnect the power cable after one minute and startup the device.
● Wait 3-5 minutes to allow them to finish their startup process.

● Connect the HDMI cable first into the TV, then into the device.

● Press the “Source” button on the remote and select the HDMI port where the cable is plugged into

4. Use another HDMI Port

To verify if the currently used HDMI port of the TV is functional, connect the HDMI cable to a different HDMI port. Furthermore, a different HDMI port on the external device can be used (if available). The TV’s user manual contains specific information on HDMI port functionality.


5. Use another HDMI Cable

Connect the external HDMI device via a different cable to verify if the cable is functional.
 

Note: High resolution TVs require a High Speed HDMI cable to transfer picture and audio from or to an external device(HDMI 1.4 or newer is recommended).


6. Reset the TV to factory settings

Only picture and audio settings will be reset to default factory settings. Channels lists, HDD recordings and other selected settings will remain unchanged.

● Press the “Home” button on the remote control of the TV and select:

[Setup] > [General Setting] > [Factory Reset] > [Yes]
Or
[Settings] > [General Setting] > [Factory Reset] > [OK]


7. Reinstall the television

To delete all of the TV settings/HDD recordings and start the first installation, proceed as follows:

● Press the “Home” button on the remote control of the TV and select:
[Setup] / [Settings] > [General Setting] > [Reinstall TV] > [Yes]

After the TV was reinstalled, the settings selected during step 1 above were set back to default. Repeat the instruction of step 1 if the external device via HDMI does not work correctly.


Note: If an HDMI-to-DVI adapter or HDMI-to-DVI cable is used, ensure that an additional audio cable is connected to AUDIO IN (mini-jack only), if available.