TV troubleshooting and FAQs

The article below is applicable to 2012 and older Smart TV models


Situation
A message is displayed on the TV screen when the YouTube app is selected. From the 30th of June 2017 onwards, the YouTube app will no longer be functional on the TV.

Answer
The YouTube Flash app that was developed for earlier Smart TV’s (2012 and before) will no longer be supported by YouTube.

Click on the following link to read the YouTube statement on the discontinuation of the app: youtube.com/tvdevices

External devices
Alternative (newer) devices can be used to stream content with the new version of the YouTube app. For example the Google Chromecast or Amazon Fire TV Stick. Find the YouTube recommendations via the link to the website above.

The article below applies to the 6xx8-9xx8 series TV models of 2013


Situation

A message is shown when the YouTube app is opened: In order to use YouTube, the recording functionality of the TV is no longer functional.


Answer

Due to the latest update of the Youtube app, the size of the app has increased significantly. The new app size causes the app not to be available. A new update of the YouTube app can be provided as a long term solution by the app developer Google.


How to (temporary) restore the YouTube app functionality?

The YouTube functionality can be restored but only if the recording option is switched OFF. Broadcast recordings via the TV’s Internet Programme guide (IP-EPG) can no longer be initialised on the TV itself in this scenario. Previously recorded programmes will be deleted.


To enable the YouTube app and disable the IP-EPG function of the TV, proceed as follows:

● Open the YouTube app on the TV.

● When the on-screen message is displayed, select [Confirm] and press the “OK” button the remote control.

● The YouTube app can now be used.


Note: This temporary workaround was made available by Philips TV development to keep using the YouTube app on the TV until Google provides an update of the app.


Related articles:


The article below is applicable to the 7909, 8x09 and 9x09 series of 2014.


Question

Why am I unable to use the Youtube app anymore? 

Why is Youtube showing a notification after starting the app, asking to perform an upgrade to the latest app version via Google Play Store?

Situation

From a certain point in time onwards, Youtube app version 1.x will be deprecated. Therefore you may notice the following:

1. The app is not working anymore / content playback is no longer possible.

2. The app is asking the user to update it to the latest official version via Google Play Store.

3. The update of the Youtube app to version 2.x is not possible.

Answer

The Youtube app version 2.x is not supported by the hardware of 2014 Android sets (7909, 8x09, 9x09). Therefore Android TV sets from 2014 cannot receive an update of the YouTube app to version 2.x.

The following workarounds are recommended:

1. Accessing YouTube via the web browser on the TV set. This requires using the original remote control with the pointer functionality (RF4CE) to properly operate the YouTube web page.

2. Using external devices that offer a YouTube app and / or Chromecast support (e.g. Chromecast stick, a gaming console, a blu-ray player or a PC / laptop connected to the TV via HDMI).


The article below is applicable to Android TVs from 2015 onwards


Situation

One of these situations occur regarding the Youtube app:

● The app is not working

● The app can be accessed but the content playback is not possible

● The app shows a message asking the customer to update to the latest version via Google Play Store

Checklist

Ensure that:

● the software of the TV is up-to-date

Answer

Google will stop supporting the version 1.x branch of the Youtube app. Therefore, it is recommended to update the app to the latest available version (2.x) via the Google Play Store.

Since usually apps are automatically updated in the background by default, this scenario should only happen if:

● The app updates were deliberately uninstalled from the Youtube app

● The automatic app updates were deactivated in the Google Play Store

If the Youtube app is not updated, it will entirely stop working once the deprecation is completed and will show a dialog box asking the users to update in order to keep using the app.
 

Note: It is generally advised to have the automatic app updates activated in order to ensure that the apps are up-to-date.


Related articles:

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The article below is applicable to 2012 and older Smart TV models


Situation
A message is displayed on the TV screen when the YouTube app is selected. From the 30th of June 2017 onwards, the YouTube app will no longer be functional on the TV.

Answer
The YouTube Flash app that was developed for earlier Smart TV’s (2012 and before) will no longer be supported by YouTube.

Click on the following link to read the YouTube statement on the discontinuation of the app: youtube.com/tvdevices

External devices
Alternative (newer) devices can be used to stream content with the new version of the YouTube app. For example the Google Chromecast or Amazon Fire TV Stick. Find the YouTube recommendations via the link to the website above.

The article below applies to the 6xx8-9xx8 series TV models of 2013


Situation

A message is shown when the YouTube app is opened: In order to use YouTube, the recording functionality of the TV is no longer functional.


Answer

Due to the latest update of the Youtube app, the size of the app has increased significantly. The new app size causes the app not to be available. A new update of the YouTube app can be provided as a long term solution by the app developer Google.


How to (temporary) restore the YouTube app functionality?

The YouTube functionality can be restored but only if the recording option is switched OFF. Broadcast recordings via the TV’s Internet Programme guide (IP-EPG) can no longer be initialised on the TV itself in this scenario. Previously recorded programmes will be deleted.


To enable the YouTube app and disable the IP-EPG function of the TV, proceed as follows:

● Open the YouTube app on the TV.

● When the on-screen message is displayed, select [Confirm] and press the “OK” button the remote control.

● The YouTube app can now be used.


Note: This temporary workaround was made available by Philips TV development to keep using the YouTube app on the TV until Google provides an update of the app.


Related articles:


The article below is applicable to the 7909, 8x09 and 9x09 series of 2014.


Question

Why am I unable to use the Youtube app anymore? 

Why is Youtube showing a notification after starting the app, asking to perform an upgrade to the latest app version via Google Play Store?

Situation

From a certain point in time onwards, Youtube app version 1.x will be deprecated. Therefore you may notice the following:

1. The app is not working anymore / content playback is no longer possible.

2. The app is asking the user to update it to the latest official version via Google Play Store.

3. The update of the Youtube app to version 2.x is not possible.

Answer

The Youtube app version 2.x is not supported by the hardware of 2014 Android sets (7909, 8x09, 9x09). Therefore Android TV sets from 2014 cannot receive an update of the YouTube app to version 2.x.

The following workarounds are recommended:

1. Accessing YouTube via the web browser on the TV set. This requires using the original remote control with the pointer functionality (RF4CE) to properly operate the YouTube web page.

2. Using external devices that offer a YouTube app and / or Chromecast support (e.g. Chromecast stick, a gaming console, a blu-ray player or a PC / laptop connected to the TV via HDMI).


The article below is applicable to Android TVs from 2015 onwards


Situation

One of these situations occur regarding the Youtube app:

● The app is not working

● The app can be accessed but the content playback is not possible

● The app shows a message asking the customer to update to the latest version via Google Play Store

Checklist

Ensure that:

● the software of the TV is up-to-date

Answer

Google will stop supporting the version 1.x branch of the Youtube app. Therefore, it is recommended to update the app to the latest available version (2.x) via the Google Play Store.

Since usually apps are automatically updated in the background by default, this scenario should only happen if:

● The app updates were deliberately uninstalled from the Youtube app

● The automatic app updates were deactivated in the Google Play Store

If the Youtube app is not updated, it will entirely stop working once the deprecation is completed and will show a dialog box asking the users to update in order to keep using the app.
 

Note: It is generally advised to have the automatic app updates activated in order to ensure that the apps are up-to-date.


Related articles: