TV troubleshooting and FAQs

Situation

One of the following situations occurs:

•  SmartTV is not accessible.

•  A loading icon is shown, but SmartTV is not loaded.

• The message  “Philips Server Not Found” appears.

• The message “To complete SmartTV sign-in please switch your tv set off and on again” appears.


Checklist

Ensure that:

• The TV is connected to the home network via cable or Wi-Fi (see TV’s user manual).

• The software on the TV is up to date.

• In case of using a wireless signal: the wireless signal has a strength of at least 80% between the TV and the wireless access point.

•The TV was switched ON for at least 3 minutes before the SmartTV portal was accessed.


Answer

Different factors can cause Smart TV not to be accessible. To verify what causes the Smart TV portal to be blocked, proceed with the troubleshooting steps below:


Note: The following steps may each offer a solution on its own. Please try to reconnect to SmartTV after each step.


1. Restart the TV

This will refresh the SmartTV connection with internet

• Unplug the TV's power plug from the socket for at least one minute.

• After switching the television on again, wait at least two minutes to give the router and SmartTV the time to establish a new connection.


2. Erase the Smart TV memory

Press “Settings/Menu” on the remote control of the television and select:

[Network] > [Clear Internet memory]

Or

[Frequent settings]* > [All settings] > [Wireless and networks] > [Wired or WiFi] > [Clear internet memory]

*Only for some models


Note: It might also be needed to clear the App data.


3. Internet check

Press “Settings/Menu” on the remote control of the TV and select:

[Network] > [View network settings]

Or

[Frequent settings]* > [All settings] > [Wireless and networks] > [Wired or WiFi] > [View network settings]

*Only for some models


The IP Address starts with 169 or 0.0:

The connection between the TV and the router should be checked. Please proceed to the article “What to do when having difficulties establishing a wireless connection?”


The IP address starts with 192 or 10 or something else:

Please continue with the next steps



4. Date settings check

If the internal date setting on the TV is inaccurate, SmartTV is unable to connect to the server and the error message ‘Philips server not found’ will appear.

To adjust the date in the TV, press the “Settings/Menu” button on the remote control of the television and select:

[General Settings] >[Clock] > [Auto clock mode] > [Manual]

Or

[Frequent settings]* > [All settings] > [Region and language] > [Clock] > [Auto clock mode] > [Manual]

*Only for some models


Then you will be able to manually change the date and time in that same [Clock] menu.


Note: For The Netherlands time and date settings are not offered in the menu. Please follow step 6 and temporarily choose a different country for installation



5. Check the wireless signal strength

The TV needs a strong Wi-Fi signal. Note that the Wi-Fi range of a TV can differ from smaller devices, like computers. To check the Wi-Fi signal:

Press the “Settings/Menu” button on the remote control of the television and select :

[Network] > [View Network Settings] > [Next]

Or

[Frequent settings]* > [All settings] > [Wireless and networks] > [Wired or WiFi] > [View network settings] > [Next]

*Only for some models


The Signal strength should be above 3 bars out of 5 (60%).


If it’s below that, try to decrease the distance between the TV and the router, or preferably try a wired connection, which is more stable.  


6. Reinstall the TV

Be aware that recordings, settings and channel information will be lost during reinstallation.

Press “Settings/Menu” on the remote control of the television and select:

[General settings] >  [Reinstall TV]

Or

[Frequent settings]* > [All settings] > [General settings] >  [Reinstall TV]

*Only for some models


Note: The menu paths can slightly differ among different TV models.


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Current selection: 65OLED803/12
Click here for users manuals, software, and more for this TV.
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Situation

One of the following situations occurs:

•  SmartTV is not accessible.

•  A loading icon is shown, but SmartTV is not loaded.

• The message  “Philips Server Not Found” appears.

• The message “To complete SmartTV sign-in please switch your tv set off and on again” appears.


Checklist

Ensure that:

• The TV is connected to the home network via cable or Wi-Fi (see TV’s user manual).

• The software on the TV is up to date.

• In case of using a wireless signal: the wireless signal has a strength of at least 80% between the TV and the wireless access point.

•The TV was switched ON for at least 3 minutes before the SmartTV portal was accessed.


Answer

Different factors can cause Smart TV not to be accessible. To verify what causes the Smart TV portal to be blocked, proceed with the troubleshooting steps below:


Note: The following steps may each offer a solution on its own. Please try to reconnect to SmartTV after each step.


1. Restart the TV

This will refresh the SmartTV connection with internet

• Unplug the TV's power plug from the socket for at least one minute.

• After switching the television on again, wait at least two minutes to give the router and SmartTV the time to establish a new connection.


2. Erase the Smart TV memory

Press “Settings/Menu” on the remote control of the television and select:

[Network] > [Clear Internet memory]

Or

[Frequent settings]* > [All settings] > [Wireless and networks] > [Wired or WiFi] > [Clear internet memory]

*Only for some models


Note: It might also be needed to clear the App data.


3. Internet check

Press “Settings/Menu” on the remote control of the TV and select:

[Network] > [View network settings]

Or

[Frequent settings]* > [All settings] > [Wireless and networks] > [Wired or WiFi] > [View network settings]

*Only for some models


The IP Address starts with 169 or 0.0:

The connection between the TV and the router should be checked. Please proceed to the article “What to do when having difficulties establishing a wireless connection?”


The IP address starts with 192 or 10 or something else:

Please continue with the next steps



4. Date settings check

If the internal date setting on the TV is inaccurate, SmartTV is unable to connect to the server and the error message ‘Philips server not found’ will appear.

To adjust the date in the TV, press the “Settings/Menu” button on the remote control of the television and select:

[General Settings] >[Clock] > [Auto clock mode] > [Manual]

Or

[Frequent settings]* > [All settings] > [Region and language] > [Clock] > [Auto clock mode] > [Manual]

*Only for some models


Then you will be able to manually change the date and time in that same [Clock] menu.


Note: For The Netherlands time and date settings are not offered in the menu. Please follow step 6 and temporarily choose a different country for installation



5. Check the wireless signal strength

The TV needs a strong Wi-Fi signal. Note that the Wi-Fi range of a TV can differ from smaller devices, like computers. To check the Wi-Fi signal:

Press the “Settings/Menu” button on the remote control of the television and select :

[Network] > [View Network Settings] > [Next]

Or

[Frequent settings]* > [All settings] > [Wireless and networks] > [Wired or WiFi] > [View network settings] > [Next]

*Only for some models


The Signal strength should be above 3 bars out of 5 (60%).


If it’s below that, try to decrease the distance between the TV and the router, or preferably try a wired connection, which is more stable.  


6. Reinstall the TV

Be aware that recordings, settings and channel information will be lost during reinstallation.

Press “Settings/Menu” on the remote control of the television and select:

[General settings] >  [Reinstall TV]

Or

[Frequent settings]* > [All settings] > [General settings] >  [Reinstall TV]

*Only for some models


Note: The menu paths can slightly differ among different TV models.