TV troubleshooting and FAQs

Note: This article is not applicable to Philips Android TVs.


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

• The SmartTV Demo screen shows


Checklist

Ensure that:

• The software on the TV is up-to-date

• A wired or wireless connection is available on the TV

• 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


Note: During maintenance of the SmartTV portal, SmartTV is temporarily not accessible (up to a maximum of 6 hours).


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:


1. Perform a power cycle
• Restart the TV as follows:
• Switch the TV OFF
• Unplug the power cable of the TV
• 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


2. Ensure the clock setting is correct

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


[Setup] > [TV Settings] > [Preferences] > [Clock] > [Automatic clock mode] > [Manual]

Or

[Setup] > [TV Settings] > [General settings / Preferences] > [Clock] > [Manual]

Or

[Setup] > [Installation] > [Clock] > [Auto clock mode] > [Manual]


• Set the correct time and date


3. Check the network settings in the TV

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


[Settings] > [Network settings] > [View network settings]

Or

[Setup] > [Installation] > [Network] >[Network settings]


In this menu the following settings can be defined:


[Network mode]: This should be set to [DHCP/auto IP]

This option ensures the TV will automatically update the connection if the router changes the IP address for the TV.


[IP address]:

If the IP Address starts with 169 or 0.0, proceed to step 5. This means the router is blocking the connection or has no connection to the TV at all.


4. Clear the internet memory

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


[Setup] > [Network Settings] > [Clear Apps memory] or [Clear Internet Memory]

Or

[Setup] > [Installation] > [Clear Net TV memory]


The cookies and browsing history will be deleted. A confirmation will not be shown.


• Repeat step 1, wait 3 minutes for the TV to fully start up and try to access SmartTV. If the TV does not connect to SmartTV, proceed with step 5.


5. Try a wired connection, in case a wireless connection is used

A wireless connection could be interfered by metal, walls, water or other devices.


6. Contact the internet provider

Access to SmartTV can be blocked by the router of the home network. The internet provider can help to check the security settings of the router (e.g. firewall, cloud protection).


7. Reinstall the TV

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

• Press the “Home"  button on the remote control of the TV and select:

[Setup] or [Configuration] > [TV settings] > [Reinstall TV]

Or

[Setup] > [TV settings] > [General Settings] > [Reinstall TV]

• Follow the onscreen instructions.

Related articles:


Situation

One of the following situations occurs:

• NetTV is not accessible

• A loading icon is shown, but NetTV 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


If one of the following occurs:
• The TV does not respond to the cursor keys in the NetTV environment
• The TV does not respond to the cursor keys on the Terms of Agreement screen
Proceed with 2 of the steps below: follow step 5 and then step 8.

Checklist

Ensure that:

• The software on the TV is up-to-date

• A wired or wireless connection is available on the TV

• 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

1. Restart the TV
• Disconnect the power cable of the TV from the power socket. Restart the TV after waiting at least one minute
• After turning the TV on, wait at least two minutes to let the router recognise the TV
• Access NetTV via the Home menu

Note: During maintenance of the SmartTV portal, SmartTV is temporarily not accessible (up to a maximum of 6 hours).


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:

2. Ensure the clock setting is correct
• Press “Home” on the remote control of the TV and select: 
[Setup] > [TV Settings] > [Preferences] > [Clock] > [Auto clock mode] > [Manual]
• Set the correct time and date

3. Check the network settings in the TV
• Press “Home” on the remote control of the TV and select: 
[Setup] > [Settings] > [Network settings] > [View network settings] 

In this menu the following settings can be defined: 
• [Network mode]: This should be set to [DHCP/auto IP] 
This option ensures the television will automatically update the connection if the router changes the IP address for the TV.

• [IP address]: The IP Address should start with 192.168.x (or 10.x.x. or 172.16 to 172.31) 
If the IP Address starts with 169 or 0.0, proceed to step 5. This means the router is blocking the connection or has no connection to the TV at all. 

• [Wireless connection strength] (page 2): This should shows at least 80% 
A. If the wireless connection strength is below 80% (or 4 out of 5 stripes),  proceed to step 6 
B.
If the wireless connection strength is 80% (or 4 out of 5 stripes), or higher, proceed to step 5

4. Clear the internet memory
• Press “Home” on the remote control of theTV and select: 
[Setup] > [Network Settings] > [Clear Internet Memory] 

The cookies and browsing history will be deleted. A confirmation will not be shown. Try to access Net TV again after this step.

5. Try a wired connection, in case a wireless connection is used
A wireless connection could be disturbed by metal, walls, water or other devices.

6. Contact the internet provider
Ask the internet provider about the security settings of the router (e.g. firewall, cloud protection). Access to Net TV can be blocked by the router of the home network.

7. Reinstall the TV
Note: All previously installed channels, selected settings and recorded programs will be lost.
• Press “Home” on the remote control of the TV and select: [Setup] > [TV settings] > [Reinstall TV] 
 
8. Contact Philips TV Support
If NetTV is still not accessible after the steps above, contact the dedicated Philips TV Support department.

Related articles:

The article below is applicable to 5301, 61x1, 62x1 and 63x1 series of 2016 TVs and 5242 and 53x2 series of 2017 TVs.



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

• The SmartTV Demo screen shows

Checklist

Ensure that:

• The software on the TV is up-to-date

• A wired or wireless connection is available on the TV

• 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

Note: During maintenance of the SmartTV portal, SmartTV is temporarily not accessible (up to a maximum of 6 hours).


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:

1. Perform a power cycle
• Restart the TV as follows:
• Switch the TV OFF
• Unplug the power cable of the TV
• 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

2. Ensure the clock setting is correct

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

[Setup] > [TV Settings] > [General settings] > [Clock] > [Automatic clockmode] > [Manual]

• Set the correct time and date

3. Check the network settings in the TV

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

[Settings] > [Network settings] > [View network settings]

In this menu the following settings can be defined:

[Network mode]: This should be set to [DHCP/auto IP]

This option ensures the TV will automatically update the connection if the router changes the IP address for the TV.

[IP address]:

If the IP Address starts with 169 or 0.0, this means the router is blocking the connection or has no connection to the TV at all. Proceed to step 5.

4. Clear the internet memory

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

[Setup] > [Network Settings] > [Clear Internet Memory]

The cookies and browsing history will be deleted. A confirmation will not be shown.

• Repeat step 1, wait 3 minutes for the TV to fully start up and try to access SmartTV. If the TV does not connect to SmartTV, proceed with step 5.

5. Try a wired connection, in case a wireless connection is used

A wireless connection could be interfered by metal, walls, water or other devices.

6. Contact the internet provider

Access to SmartTV can be blocked by the router of the home network. The internet provider can help to check the security settings of the router (e.g. firewall, cloud protection).

7. Reinstall the TV

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

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

[Setup] > [TV settings] > [General Settings] > [Reinstall TV]

• Follow the onscreen instructions.

Related articles:


The article below is applicable to:
 6162, 6262 and 6272 series of 2017
58x3 and 6xx3 models of 2018

 

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

• The SmartTV Demo screen shows

 

Checklist

Ensure that:

• The software on the TV is up-to-date

• A wired or wireless connection is available on the TV

• 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

 

Note : During maintenance of the SmartTV portal, SmartTV is temporarily not accessible (up to a maximum of 6 hours).

 

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:

 

1. Perform a power cycle
• Restart the TV as follows:
• Switch the TV OFF
• Unplug the power cable of the TV
• 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

 

2. Ensure the clock setting is correct

• Press the “Settings” (Gear) button on the remote control of the TV and select:

[All Settings] > [Region and language] > [Clock] > [Auto clock mode] > [Manual]

 

• Set the correct time and date

 

3. Check the network settings in the TV

• Press the “Settings” (Gear) button on the remote control of the TV and select:

[All Settings] > [Network] > [View network settings]

 

In this menu the following settings can be defined:

 

[Network mode] : This should be set to [DHCP/auto IP]

This option ensures the TV will automatically update the connection if the router changes the IP address for the TV.

 

[IP address] :

If the IP Address starts with 169 or 0.0, this means the router is blocking the connection or has no connection to the TV at all. Proceed to step 5.

 

4. Clear the internet memory

• Press the “Settings” (Gear) button on the remote control of the TV and select:

[All settings] > [Network] > [Clear Internet memory]

 

The cookies and browsing history will be deleted. A confirmation will not be shown.

 

• Repeat step 1, wait 3 minutes for the TV to fully start up and try to access SmartTV. If the TV does not connect to SmartTV, proceed with step 5.

 

5. Try a wired connection, in case a wireless connection is used

A wireless connection could be interfered by metal, walls, water or other devices.

 

6. Contact the internet provider

Access to SmartTV can be blocked by the router of the home network. The internet provider can help to check the security settings of the router (e.g. firewall, cloud protection).

 

7. Reinstall the TV

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

• Press the "Settings" (gear) button on the remote control of the TV and select:

[All settings] > [General Settings] > [Reinstall TV]

• Follow the onscreen instructions.

 

Related articles:


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

• The SmartTV Demo screen shows


If one of the following occurs:
• The TV does not respond to the cursor keys in the NetTV environment
• The TV does not respond to the cursor keys on the Terms of Agreement screen
Proceed with 2 of the steps below: follow step 5 and then step 8.

Checklist

Ensure that:

• The software on the TV is up-to-date

• A wired or wireless connection is available on the TV

• 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

1. Restart the TV
• Disconnect the power cable of the TV from the power socket. Restart the TV after waiting at least one minute
• After turning the TV on, wait at least two minutes to let the router recognise the TV
• Access NetTV via the Home menu

Note: During maintenance of the SmartTV portal, SmartTV is temporarily not accessible (up to a maximum of 6 hours).


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:

2. Ensure the clock setting is correct
• Press “Home” on the remote control of the TV and select: 
[Setup] > [TV Settings] > [Preferences] > [Clock] > [Auto clock mode] > [Manual]
• Set the correct time and date

3. Check the network settings in the TV
• Press “Home” on the remote control of the TV and select: 
[Setup] > [Settings] > [Network settings] > [View network settings] 

In this menu the following settings can be defined: 
• [Network mode]: This should be set to [DHCP/auto IP] 
This option ensures the television will automatically update the connection if the router changes the IP address for the TV.

• [IP address]: The IP Address should start with 192.168.x (or 10.x.x. or 172.16 to 172.31) 
If the IP Address starts with 169 or 0.0, proceed to step 5. This means the router is blocking the connection or has no connection to the TV at all. 

• [Wireless connection strength] (page 2): This should shows at least 80% 
A. If the wireless connection strength is below 80% (or 4 out of 5 stripes),  proceed to step 6 
B.
If the wireless connection strength is 80% (or 4 out of 5 stripes), or higher, proceed to step 5

4. Clear the internet memory
• Press “Home” on the remote control of theTV and select: 
[Setup] > [Network Settings] > [Clear Internet Memory] 

The cookies and browsing history will be deleted. A confirmation will not be shown. Try to access Net TV again after this step.

5. Try a wired connection, in case a wireless connection is used
A wireless connection could be disturbed by metal, walls, water or other devices.

6. Contact the internet provider
Ask the internet provider about the security settings of the router (e.g. firewall, cloud protection). Access to Net TV can be blocked by the router of the home network.

7. Reinstall the TV
Note: All previously installed channels, selected settings and recorded programmes will be lost.
• Press “Home” on the remote control of the TV and select: [Setup] > [TV settings] > [Reinstall TV] 
 
8. Contact Philips TV Support
If NetTV is still not accessible after the steps above, contact the dedicated Philips TV Support department.

Related articles:

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” on the remote control of the television and select:

[Network] > [Clear Internet memory]

Or

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

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


3. Internet check

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

[Network] > [View network settings]

Or

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

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” button on the remote control of the television and select:

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

Or

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

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” button on the remote control of the television and select :

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

Or

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

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

If it is 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” on the remote control of the television and select:

[General settings] >  [Reinstall TV]

Or

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

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

Always here to help!
Please ensure that your television is updated with the latest software version. 
Current selection: All TVs
Click here for users manuals, software, and more for this TV.
Select a different TV here.

Note: This article is not applicable to Philips Android TVs.


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

• The SmartTV Demo screen shows


Checklist

Ensure that:

• The software on the TV is up-to-date

• A wired or wireless connection is available on the TV

• 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


Note: During maintenance of the SmartTV portal, SmartTV is temporarily not accessible (up to a maximum of 6 hours).


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:


1. Perform a power cycle
• Restart the TV as follows:
• Switch the TV OFF
• Unplug the power cable of the TV
• 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


2. Ensure the clock setting is correct

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


[Setup] > [TV Settings] > [Preferences] > [Clock] > [Automatic clock mode] > [Manual]

Or

[Setup] > [TV Settings] > [General settings / Preferences] > [Clock] > [Manual]

Or

[Setup] > [Installation] > [Clock] > [Auto clock mode] > [Manual]


• Set the correct time and date


3. Check the network settings in the TV

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


[Settings] > [Network settings] > [View network settings]

Or

[Setup] > [Installation] > [Network] >[Network settings]


In this menu the following settings can be defined:


[Network mode]: This should be set to [DHCP/auto IP]

This option ensures the TV will automatically update the connection if the router changes the IP address for the TV.


[IP address]:

If the IP Address starts with 169 or 0.0, proceed to step 5. This means the router is blocking the connection or has no connection to the TV at all.


4. Clear the internet memory

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


[Setup] > [Network Settings] > [Clear Apps memory] or [Clear Internet Memory]

Or

[Setup] > [Installation] > [Clear Net TV memory]


The cookies and browsing history will be deleted. A confirmation will not be shown.


• Repeat step 1, wait 3 minutes for the TV to fully start up and try to access SmartTV. If the TV does not connect to SmartTV, proceed with step 5.


5. Try a wired connection, in case a wireless connection is used

A wireless connection could be interfered by metal, walls, water or other devices.


6. Contact the internet provider

Access to SmartTV can be blocked by the router of the home network. The internet provider can help to check the security settings of the router (e.g. firewall, cloud protection).


7. Reinstall the TV

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

• Press the “Home"  button on the remote control of the TV and select:

[Setup] or [Configuration] > [TV settings] > [Reinstall TV]

Or

[Setup] > [TV settings] > [General Settings] > [Reinstall TV]

• Follow the onscreen instructions.

Related articles:


Situation

One of the following situations occurs:

• NetTV is not accessible

• A loading icon is shown, but NetTV 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


If one of the following occurs:
• The TV does not respond to the cursor keys in the NetTV environment
• The TV does not respond to the cursor keys on the Terms of Agreement screen
Proceed with 2 of the steps below: follow step 5 and then step 8.

Checklist

Ensure that:

• The software on the TV is up-to-date

• A wired or wireless connection is available on the TV

• 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

1. Restart the TV
• Disconnect the power cable of the TV from the power socket. Restart the TV after waiting at least one minute
• After turning the TV on, wait at least two minutes to let the router recognise the TV
• Access NetTV via the Home menu

Note: During maintenance of the SmartTV portal, SmartTV is temporarily not accessible (up to a maximum of 6 hours).


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:

2. Ensure the clock setting is correct
• Press “Home” on the remote control of the TV and select: 
[Setup] > [TV Settings] > [Preferences] > [Clock] > [Auto clock mode] > [Manual]
• Set the correct time and date

3. Check the network settings in the TV
• Press “Home” on the remote control of the TV and select: 
[Setup] > [Settings] > [Network settings] > [View network settings] 

In this menu the following settings can be defined: 
• [Network mode]: This should be set to [DHCP/auto IP] 
This option ensures the television will automatically update the connection if the router changes the IP address for the TV.

• [IP address]: The IP Address should start with 192.168.x (or 10.x.x. or 172.16 to 172.31) 
If the IP Address starts with 169 or 0.0, proceed to step 5. This means the router is blocking the connection or has no connection to the TV at all. 

• [Wireless connection strength] (page 2): This should shows at least 80% 
A. If the wireless connection strength is below 80% (or 4 out of 5 stripes),  proceed to step 6 
B.
If the wireless connection strength is 80% (or 4 out of 5 stripes), or higher, proceed to step 5

4. Clear the internet memory
• Press “Home” on the remote control of theTV and select: 
[Setup] > [Network Settings] > [Clear Internet Memory] 

The cookies and browsing history will be deleted. A confirmation will not be shown. Try to access Net TV again after this step.

5. Try a wired connection, in case a wireless connection is used
A wireless connection could be disturbed by metal, walls, water or other devices.

6. Contact the internet provider
Ask the internet provider about the security settings of the router (e.g. firewall, cloud protection). Access to Net TV can be blocked by the router of the home network.

7. Reinstall the TV
Note: All previously installed channels, selected settings and recorded programs will be lost.
• Press “Home” on the remote control of the TV and select: [Setup] > [TV settings] > [Reinstall TV] 
 
8. Contact Philips TV Support
If NetTV is still not accessible after the steps above, contact the dedicated Philips TV Support department.

Related articles:

The article below is applicable to 5301, 61x1, 62x1 and 63x1 series of 2016 TVs and 5242 and 53x2 series of 2017 TVs.



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

• The SmartTV Demo screen shows

Checklist

Ensure that:

• The software on the TV is up-to-date

• A wired or wireless connection is available on the TV

• 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

Note: During maintenance of the SmartTV portal, SmartTV is temporarily not accessible (up to a maximum of 6 hours).


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:

1. Perform a power cycle
• Restart the TV as follows:
• Switch the TV OFF
• Unplug the power cable of the TV
• 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

2. Ensure the clock setting is correct

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

[Setup] > [TV Settings] > [General settings] > [Clock] > [Automatic clockmode] > [Manual]

• Set the correct time and date

3. Check the network settings in the TV

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

[Settings] > [Network settings] > [View network settings]

In this menu the following settings can be defined:

[Network mode]: This should be set to [DHCP/auto IP]

This option ensures the TV will automatically update the connection if the router changes the IP address for the TV.

[IP address]:

If the IP Address starts with 169 or 0.0, this means the router is blocking the connection or has no connection to the TV at all. Proceed to step 5.

4. Clear the internet memory

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

[Setup] > [Network Settings] > [Clear Internet Memory]

The cookies and browsing history will be deleted. A confirmation will not be shown.

• Repeat step 1, wait 3 minutes for the TV to fully start up and try to access SmartTV. If the TV does not connect to SmartTV, proceed with step 5.

5. Try a wired connection, in case a wireless connection is used

A wireless connection could be interfered by metal, walls, water or other devices.

6. Contact the internet provider

Access to SmartTV can be blocked by the router of the home network. The internet provider can help to check the security settings of the router (e.g. firewall, cloud protection).

7. Reinstall the TV

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

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

[Setup] > [TV settings] > [General Settings] > [Reinstall TV]

• Follow the onscreen instructions.

Related articles:


The article below is applicable to:
 6162, 6262 and 6272 series of 2017
58x3 and 6xx3 models of 2018

 

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

• The SmartTV Demo screen shows

 

Checklist

Ensure that:

• The software on the TV is up-to-date

• A wired or wireless connection is available on the TV

• 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

 

Note : During maintenance of the SmartTV portal, SmartTV is temporarily not accessible (up to a maximum of 6 hours).

 

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:

 

1. Perform a power cycle
• Restart the TV as follows:
• Switch the TV OFF
• Unplug the power cable of the TV
• 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

 

2. Ensure the clock setting is correct

• Press the “Settings” (Gear) button on the remote control of the TV and select:

[All Settings] > [Region and language] > [Clock] > [Auto clock mode] > [Manual]

 

• Set the correct time and date

 

3. Check the network settings in the TV

• Press the “Settings” (Gear) button on the remote control of the TV and select:

[All Settings] > [Network] > [View network settings]

 

In this menu the following settings can be defined:

 

[Network mode] : This should be set to [DHCP/auto IP]

This option ensures the TV will automatically update the connection if the router changes the IP address for the TV.

 

[IP address] :

If the IP Address starts with 169 or 0.0, this means the router is blocking the connection or has no connection to the TV at all. Proceed to step 5.

 

4. Clear the internet memory

• Press the “Settings” (Gear) button on the remote control of the TV and select:

[All settings] > [Network] > [Clear Internet memory]

 

The cookies and browsing history will be deleted. A confirmation will not be shown.

 

• Repeat step 1, wait 3 minutes for the TV to fully start up and try to access SmartTV. If the TV does not connect to SmartTV, proceed with step 5.

 

5. Try a wired connection, in case a wireless connection is used

A wireless connection could be interfered by metal, walls, water or other devices.

 

6. Contact the internet provider

Access to SmartTV can be blocked by the router of the home network. The internet provider can help to check the security settings of the router (e.g. firewall, cloud protection).

 

7. Reinstall the TV

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

• Press the "Settings" (gear) button on the remote control of the TV and select:

[All settings] > [General Settings] > [Reinstall TV]

• Follow the onscreen instructions.

 

Related articles:


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

• The SmartTV Demo screen shows


If one of the following occurs:
• The TV does not respond to the cursor keys in the NetTV environment
• The TV does not respond to the cursor keys on the Terms of Agreement screen
Proceed with 2 of the steps below: follow step 5 and then step 8.

Checklist

Ensure that:

• The software on the TV is up-to-date

• A wired or wireless connection is available on the TV

• 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

1. Restart the TV
• Disconnect the power cable of the TV from the power socket. Restart the TV after waiting at least one minute
• After turning the TV on, wait at least two minutes to let the router recognise the TV
• Access NetTV via the Home menu

Note: During maintenance of the SmartTV portal, SmartTV is temporarily not accessible (up to a maximum of 6 hours).


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:

2. Ensure the clock setting is correct
• Press “Home” on the remote control of the TV and select: 
[Setup] > [TV Settings] > [Preferences] > [Clock] > [Auto clock mode] > [Manual]
• Set the correct time and date

3. Check the network settings in the TV
• Press “Home” on the remote control of the TV and select: 
[Setup] > [Settings] > [Network settings] > [View network settings] 

In this menu the following settings can be defined: 
• [Network mode]: This should be set to [DHCP/auto IP] 
This option ensures the television will automatically update the connection if the router changes the IP address for the TV.

• [IP address]: The IP Address should start with 192.168.x (or 10.x.x. or 172.16 to 172.31) 
If the IP Address starts with 169 or 0.0, proceed to step 5. This means the router is blocking the connection or has no connection to the TV at all. 

• [Wireless connection strength] (page 2): This should shows at least 80% 
A. If the wireless connection strength is below 80% (or 4 out of 5 stripes),  proceed to step 6 
B.
If the wireless connection strength is 80% (or 4 out of 5 stripes), or higher, proceed to step 5

4. Clear the internet memory
• Press “Home” on the remote control of theTV and select: 
[Setup] > [Network Settings] > [Clear Internet Memory] 

The cookies and browsing history will be deleted. A confirmation will not be shown. Try to access Net TV again after this step.

5. Try a wired connection, in case a wireless connection is used
A wireless connection could be disturbed by metal, walls, water or other devices.

6. Contact the internet provider
Ask the internet provider about the security settings of the router (e.g. firewall, cloud protection). Access to Net TV can be blocked by the router of the home network.

7. Reinstall the TV
Note: All previously installed channels, selected settings and recorded programmes will be lost.
• Press “Home” on the remote control of the TV and select: [Setup] > [TV settings] > [Reinstall TV] 
 
8. Contact Philips TV Support
If NetTV is still not accessible after the steps above, contact the dedicated Philips TV Support department.

Related articles:

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” on the remote control of the television and select:

[Network] > [Clear Internet memory]

Or

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

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


3. Internet check

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

[Network] > [View network settings]

Or

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

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” button on the remote control of the television and select:

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

Or

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

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” button on the remote control of the television and select :

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

Or

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

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

If it is 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” on the remote control of the television and select:

[General settings] >  [Reinstall TV]

Or

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

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