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:

This article only applies to 2014 Android TVs


Situation

One of the following occurs:

● The YouTube app or videos do not load and an error message is visible

● It is not possible to login to a YouTube account from within the app and account-related options are not available

● The YouTube app closes itself randomly or freezes


Answer

The YouTube app was incorrectly installed or needs to be updated to a newer app version.
Since Google has deprecated the API v2 in April 2015, the old pre-installed Youtube app is no longer supported. YouTube currently has two apps available for Android TVs. The “YouTube for Google TV” (for 2014 Android TVs) and the “YouTube for Android TV” (for 2015 Android TVs).

To continue to use YouTube via the TV, the new YouTube app from the Google Play store should be installed.


If an error message “Connection error 410” appears on screen , continue from step 2 onwards.


1. Uninstall the incompatible app

If the “YouTube for Android TV” app is currently installed, uninstall it from the TV.
The currently installed app can be found via the Google Play store:
● Select the button on the left of the Google play search field and press ‘OK’ on the remote to open the Google Play menu

● Choose the ‘My apps’ option to view the list of installed apps

● Choose the currently installed YouTube app from the list
● Select the “Uninstall” option and press “OK” on the remote control

2. Update the pre installed app
Then, the Google TV app can be installed as follows:

● Open the Google Play store on the TV
● Search for the app “YouTube for Google TV”


Note: If the pre-installed YouTube app has been manually disabled, the app needs to be re-enabled first. To do this, choose the green “Enable” button and press “OK” on the remote control. Afterwards proceed with the steps below.


● Select the white “Update” button and wait until the app has updated

● If the update was successful, the former pre-installed icon  will be changed into the new icon

3. Perform a hard reset

• Switch the TV OFF
• Unplug the power cable of the TV
• Wait for one minute (after the LED light has switched off) before the power cable is plugged in
• Switch the TV back ON


4. Done! The Youtube app can now be used again.


Related articles:


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:

This article only applies to 2014 Android TVs


Situation

One of the following occurs:

● The YouTube app or videos do not load and an error message is visible

● It is not possible to login to a YouTube account from within the app and account-related options are not available

● The YouTube app closes itself randomly or freezes


Answer

The YouTube app was incorrectly installed or needs to be updated to a newer app version.
Since Google has deprecated the API v2 in April 2015, the old pre-installed Youtube app is no longer supported. YouTube currently has two apps available for Android TVs. The “YouTube for Google TV” (for 2014 Android TVs) and the “YouTube for Android TV” (for 2015 Android TVs).

To continue to use YouTube via the TV, the new YouTube app from the Google Play store should be installed.


If an error message “Connection error 410” appears on screen , continue from step 2 onwards.


1. Uninstall the incompatible app

If the “YouTube for Android TV” app is currently installed, uninstall it from the TV.
The currently installed app can be found via the Google Play store:
● Select the button on the left of the Google play search field and press ‘OK’ on the remote to open the Google Play menu

● Choose the ‘My apps’ option to view the list of installed apps

● Choose the currently installed YouTube app from the list
● Select the “Uninstall” option and press “OK” on the remote control

2. Update the pre installed app
Then, the Google TV app can be installed as follows:

● Open the Google Play store on the TV
● Search for the app “YouTube for Google TV”


Note: If the pre-installed YouTube app has been manually disabled, the app needs to be re-enabled first. To do this, choose the green “Enable” button and press “OK” on the remote control. Afterwards proceed with the steps below.


● Select the white “Update” button and wait until the app has updated

● If the update was successful, the former pre-installed icon  will be changed into the new icon

3. Perform a hard reset

• Switch the TV OFF
• Unplug the power cable of the TV
• Wait for one minute (after the LED light has switched off) before the power cable is plugged in
• Switch the TV back ON


4. Done! The Youtube app can now be used again.


Related articles:


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: