TV troubleshooting and FAQs

The article below is applicable to 2013-2019 Smart TVs and Android TVs


Situation

A video streaming app installed on the TV shows one of the following:

● An issue with video or sound playback occurs (for example: Netflix, YouTube, Videociety).

● The app is paused unexpectedly or shows a loading symbol.
 

Checklist

Ensure that:

● The software is up-to-date

● No other devices are simultaneiously using the bandwidth of the same network

Answer

To verify if the app functionality is affected by the internet connection, proceed as follows:

1. Check the internet speed

To verify if the internet speed is sufficient to load the video content, an online speedtest can be performed as follows:

● Open the internet browser from the “app” section in the TV.

For Smart TV/ NetTV, open the icon:

For Android TV, open the icon:

● Enter the following URL in the address bar of the browser: www.fast.com
The internet speed will be measured and displayed on this webpage.
 

If the internet speed is above 5.0 Mbps, see the related article below:
ID04429 - What to do if an app is not functioning correctly?


If the internet speed is below 5.0 Mbps, proceed with step 2.

Note: Each app requires a different internet speed. Contact the app developer for specific requirements of the app.  


2. Change the resolution setting of a specific app

Different resolutions (480p, 720p, 1080p, 2160p) of video’s require a different internet speed.  

● Select a low picture resolution within the app settings to verify if the app is functional.

Examples of low resolutions: “SD”, “240p”, “480p”, “360p” or “Low”
 

Examples:

YouTube - The resolution can be adjusted during video playback. Press the arrow “down” key on the remote control to open the option “HQ”.

Select a low video quality, for example 240p.

 
 

 

 

Netflix - The Netflix Playback Settings can be accessed via the Netflix user-account on a PC or tablet

 

Go to the Playback Settings and select “Low”. Click on the “Save” button to apply the new settings.

 

 

 

If the app is not functional when a low resolution is selected, see the related article below:

ID04429 - What to do if an app is not functioning correctly?

If the app is functional when a low resolution is selected, proceed with step 3.

3. Ensure a stable network connection

A wired internet connection to the TV increases the reliability and speed of the TV’s access to the network. Install a wired network connection to improve app functionality as follows:

● Attach the cable (Ethernet cable) to the ethernet port on the back of the TV and into the router (in the ‘LAN port’).

● See the related article below to learn “How to connect the TV to the internet” via wired connection.

The TV starts searching for the network connection. A message will be shown when the connection is successful.


TIPS: How to improve the (Wi-Fi) internet connection?

- Decrease the distance to the Wi-Fi router

- Change the Wi-Fi channel

- Optimize security settings of the router


The internet provider can give further advise on how to improve the performance of the router.



Related articles: 
Always here to help!
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Click here for users manuals, software, and more for this TV.
Select a different TV here.

The article below is applicable to 2013-2019 Smart TVs and Android TVs


Situation

A video streaming app installed on the TV shows one of the following:

● An issue with video or sound playback occurs (for example: Netflix, YouTube, Videociety).

● The app is paused unexpectedly or shows a loading symbol.
 

Checklist

Ensure that:

● The software is up-to-date

● No other devices are simultaneiously using the bandwidth of the same network

Answer

To verify if the app functionality is affected by the internet connection, proceed as follows:

1. Check the internet speed

To verify if the internet speed is sufficient to load the video content, an online speedtest can be performed as follows:

● Open the internet browser from the “app” section in the TV.

For Smart TV/ NetTV, open the icon:

For Android TV, open the icon:

● Enter the following URL in the address bar of the browser: www.fast.com
The internet speed will be measured and displayed on this webpage.
 

If the internet speed is above 5.0 Mbps, see the related article below:
ID04429 - What to do if an app is not functioning correctly?


If the internet speed is below 5.0 Mbps, proceed with step 2.

Note: Each app requires a different internet speed. Contact the app developer for specific requirements of the app.  


2. Change the resolution setting of a specific app

Different resolutions (480p, 720p, 1080p, 2160p) of video’s require a different internet speed.  

● Select a low picture resolution within the app settings to verify if the app is functional.

Examples of low resolutions: “SD”, “240p”, “480p”, “360p” or “Low”
 

Examples:

YouTube - The resolution can be adjusted during video playback. Press the arrow “down” key on the remote control to open the option “HQ”.

Select a low video quality, for example 240p.

 
 

 

 

Netflix - The Netflix Playback Settings can be accessed via the Netflix user-account on a PC or tablet

 

Go to the Playback Settings and select “Low”. Click on the “Save” button to apply the new settings.

 

 

 

If the app is not functional when a low resolution is selected, see the related article below:

ID04429 - What to do if an app is not functioning correctly?

If the app is functional when a low resolution is selected, proceed with step 3.

3. Ensure a stable network connection

A wired internet connection to the TV increases the reliability and speed of the TV’s access to the network. Install a wired network connection to improve app functionality as follows:

● Attach the cable (Ethernet cable) to the ethernet port on the back of the TV and into the router (in the ‘LAN port’).

● See the related article below to learn “How to connect the TV to the internet” via wired connection.

The TV starts searching for the network connection. A message will be shown when the connection is successful.


TIPS: How to improve the (Wi-Fi) internet connection?

- Decrease the distance to the Wi-Fi router

- Change the Wi-Fi channel

- Optimize security settings of the router


The internet provider can give further advise on how to improve the performance of the router.



Related articles: