TV troubleshooting and FAQs

This article only applies to 2012 to 2018 Smart TVs


Situation

● An issue with the video or sound content playback occurs while the app is used.

● A black screen shows when the app is selected

● The app crashes or shows an error message.

Checklist

Ensure that:

● the software is up-to-date

● the app was opened from the TV's app platform, no external Smart device is used

● other apps are functional

● an internet connection is successfully established

Answer

Follow the steps below when the app content playback is interrupted or hangs, to verify the causes of the issue. When an error message is shown, please skip to the last paragraph of the article below about error messages.

1. Clear the internet memory

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

[Setup] > [Network] or [Network Settings] > [Clear Internet Memory] or [Clear App memory]
Or

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

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

The cookies and browsing history will be deleted. A confirmation will not be shown. Verify is the video playback is working correctly.

2. Restart the TV

● Pull the TV's power plug from the power socket.

● Disconnect all devices from the TV.

● After at least two minutes, reconnect the power plug again, leaving the external devices disconnected.

● Switch the television on from standby with the power button.

● Reconnect the external devices if needed.

3. Refresh the app whitelist

For instructions how to refresh the TVs app whitelist see the related articles below and click on the article ID05738 -  What to do if an app cannot be opened via SmartTV dashboard? (refresh app whitelist).

If the options above do not resolve the problem reinstall the TV:

To find more instructions on how to reinstall the TV see the related articles below.


Error messages

The app developer can show an error message within the app. Verify the shown error with the app developer for further assistance.



Related articles:

This article only applies to 2015, 2016, 2017 and 2018 Android TVs


Situation
● The app crashes or shows an error message.
● A black screen shows when the app is selected.
● An issue with the video or sound content playback occurs while the app is used.


Checklist

Ensure that:

● the software is up-to-date

● the app was opened from the TV’s app platform, no external Smart device is used

● other apps are functional

● an internet connection is successfully established

Answer

Follow the steps below when the app content playback is interrupted or hangs, to verify the causes of the issue. When an error message is shown, please skip to the last paragraph of the article below about error messages.
 

1. Restart

● Pull the TV's power plug from the power socket.

● After at least two minutes, reconnect the power plug again.

● Switch the television on from standby with the power button.

● Check if the previously faulty app is working correctly again. If yes, you are done. If not, proceed with Step 2 (“Clear the internet memory”).

2. Clear the internet memory
Press the “Settings” button on the remote control of the TV:
● Select [All Settings] > [Wireless and Networks] > [Wired or Wi-Fi] > [Clear Internet Memory] and press “OK” on the remote control.

● Select [OK] and press “OK” to confirm.

● Switch the TV to standby. Take out the power plug of the TV and wait one minute. Replug the power plug and start up the TV.

● Check if the previously faulty app is working correctly again. If yes, you are done. If not, proceed with Step 3 (“Update or reinstall the app”).

3. Update or reinstall the app

Proceed with the following to reinstall/update the app:
 

Uninstall the app

Press the “Settings” button on the remote control of the TV:
● Select [All Settings] > [Android Settings] > [Device] > [Apps] and press “OK” on the remote control.*
● Choose the affected app from the app overview and press “OK”.

● Select [Uninstall] and press “OK” on the remote control to confirm.

● Select [OK] and press “OK” to confirm.

*For TVs which are not updated to Android O yet, select: [All Settings] > [Android Settings] > [Storage & reset] > [Internal shared storage] > [Apps]

Download/update the app

Press the “Home” button on the remote control of the TV and go to the “Apps” shelf:

● Select the Google Play store and press “OK” on the remote control.

• Search for the just uninstalled app and highlight it.
• Select [Install] or [Update].

• Press the “OK” button on the remote control to start the download

Enable the Auto-update function of Google Play Store apps

Press the “Home” button on the remote control of the TV and go to “Apps”:
● Select the Google Play store and press “OK” on the remote control.

● Use the arrow down key to select: [Settings] > [Auto-update apps] > [Auto-update apps at any time]. Press “OK” on the remote control to confirm the selection.

● The Auto-update is now enabled.

● Check if the app is working again. If yes, you are done. If not, proceed with Step 4 (“Reinstall the TV”).

4. Reinstall the TV
Press the “Settings” button on the remote control of the TV:
● Select [All Settings] > [General Settings] > [Reinstall TV]

All settings and installed channels will have to be restored after this option is selected.


Related articles:


This article only applies to 2014 Android TVs


Situation

● The app crashes or shows an error message.

● A black screen shows when the app is selected.

● An issue with the video or sound content playback occurs while the app is used.

Checklist

Ensure that:

● the software is up-to-date

● the app was opened from the TV’s app platform, no external Smart device is used

● other apps are functional

● an internet connection is successfully established

Answer

Follow the steps below to verify if the app issues can be fixed.

1. Restart

● Pull the TV's power plug from the power socket.

● After at least two minutes, reconnect the power plug again.

● Switch the television on from standby with the power button.

● Check if the previously faulty app is working correctly again. If yes, you are done. If not, proceed with Step 2 (“Clear the internet memory”).

2. Clear the internet memory

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

● [Network] > [Clear Internet Memory] and press “OK” on the remote control.

● Select [OK] and press “OK” to confirm.

● Switch the TV to standby. Take out the power plug of the TV and wait one minute. Replug the power plug and start up the TV.

● Check if the previously faulty app is working correctly again. If yes, you are done. If not, proceed with Step 3 (“Update or reinstall the app”).

3. Update or reinstall the app

Proceed with the following to reinstall/update the app:

Uninstall the app

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

● [General Settings] > [Android Settings] > [Manage Apps] and press “OK” on the remote control.

● Choose the affected app from the app overview and press “OK”.

● Select [Uninstall] and press “OK” on the remote control to confirm.

● Select [OK] and press “OK” to confirm.

Download or update the app again

● Press the “Home” button on the remote control.

● Select the [Apps] tab on the upper border of the TV.

● Open the Google Play store.

● Search for the app and highlight it.

● Select or

● Press the “OK” button on the remote control to start the download.

● Check if the app is working again. If yes, you are done. If not, proceed with Step 4 (“Reinstall the TV”).

4. Reinstall the TV

To reinstall all functions of the TV press the “Home” button on the remote of the TV and select:

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

All settings and installed channels will have to be restored after this option is selected.


Related articles:

Always here to help!
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This article only applies to 2012 to 2018 Smart TVs


Situation

● An issue with the video or sound content playback occurs while the app is used.

● A black screen shows when the app is selected

● The app crashes or shows an error message.

Checklist

Ensure that:

● the software is up-to-date

● the app was opened from the TV's app platform, no external Smart device is used

● other apps are functional

● an internet connection is successfully established

Answer

Follow the steps below when the app content playback is interrupted or hangs, to verify the causes of the issue. When an error message is shown, please skip to the last paragraph of the article below about error messages.

1. Clear the internet memory

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

[Setup] > [Network] or [Network Settings] > [Clear Internet Memory] or [Clear App memory]
Or

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

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

The cookies and browsing history will be deleted. A confirmation will not be shown. Verify is the video playback is working correctly.

2. Restart the TV

● Pull the TV's power plug from the power socket.

● Disconnect all devices from the TV.

● After at least two minutes, reconnect the power plug again, leaving the external devices disconnected.

● Switch the television on from standby with the power button.

● Reconnect the external devices if needed.

3. Refresh the app whitelist

For instructions how to refresh the TVs app whitelist see the related articles below and click on the article ID05738 -  What to do if an app cannot be opened via SmartTV dashboard? (refresh app whitelist).

If the options above do not resolve the problem reinstall the TV:

To find more instructions on how to reinstall the TV see the related articles below.


Error messages

The app developer can show an error message within the app. Verify the shown error with the app developer for further assistance.



Related articles:

This article only applies to 2015, 2016, 2017 and 2018 Android TVs


Situation
● The app crashes or shows an error message.
● A black screen shows when the app is selected.
● An issue with the video or sound content playback occurs while the app is used.


Checklist

Ensure that:

● the software is up-to-date

● the app was opened from the TV’s app platform, no external Smart device is used

● other apps are functional

● an internet connection is successfully established

Answer

Follow the steps below when the app content playback is interrupted or hangs, to verify the causes of the issue. When an error message is shown, please skip to the last paragraph of the article below about error messages.
 

1. Restart

● Pull the TV's power plug from the power socket.

● After at least two minutes, reconnect the power plug again.

● Switch the television on from standby with the power button.

● Check if the previously faulty app is working correctly again. If yes, you are done. If not, proceed with Step 2 (“Clear the internet memory”).

2. Clear the internet memory
Press the “Settings” button on the remote control of the TV:
● Select [All Settings] > [Wireless and Networks] > [Wired or Wi-Fi] > [Clear Internet Memory] and press “OK” on the remote control.

● Select [OK] and press “OK” to confirm.

● Switch the TV to standby. Take out the power plug of the TV and wait one minute. Replug the power plug and start up the TV.

● Check if the previously faulty app is working correctly again. If yes, you are done. If not, proceed with Step 3 (“Update or reinstall the app”).

3. Update or reinstall the app

Proceed with the following to reinstall/update the app:
 

Uninstall the app

Press the “Settings” button on the remote control of the TV:
● Select [All Settings] > [Android Settings] > [Device] > [Apps] and press “OK” on the remote control.*
● Choose the affected app from the app overview and press “OK”.

● Select [Uninstall] and press “OK” on the remote control to confirm.

● Select [OK] and press “OK” to confirm.

*For TVs which are not updated to Android O yet, select: [All Settings] > [Android Settings] > [Storage & reset] > [Internal shared storage] > [Apps]

Download/update the app

Press the “Home” button on the remote control of the TV and go to the “Apps” shelf:

● Select the Google Play store and press “OK” on the remote control.

• Search for the just uninstalled app and highlight it.
• Select [Install] or [Update].

• Press the “OK” button on the remote control to start the download

Enable the Auto-update function of Google Play Store apps

Press the “Home” button on the remote control of the TV and go to “Apps”:
● Select the Google Play store and press “OK” on the remote control.

● Use the arrow down key to select: [Settings] > [Auto-update apps] > [Auto-update apps at any time]. Press “OK” on the remote control to confirm the selection.

● The Auto-update is now enabled.

● Check if the app is working again. If yes, you are done. If not, proceed with Step 4 (“Reinstall the TV”).

4. Reinstall the TV
Press the “Settings” button on the remote control of the TV:
● Select [All Settings] > [General Settings] > [Reinstall TV]

All settings and installed channels will have to be restored after this option is selected.


Related articles:


This article only applies to 2014 Android TVs


Situation

● The app crashes or shows an error message.

● A black screen shows when the app is selected.

● An issue with the video or sound content playback occurs while the app is used.

Checklist

Ensure that:

● the software is up-to-date

● the app was opened from the TV’s app platform, no external Smart device is used

● other apps are functional

● an internet connection is successfully established

Answer

Follow the steps below to verify if the app issues can be fixed.

1. Restart

● Pull the TV's power plug from the power socket.

● After at least two minutes, reconnect the power plug again.

● Switch the television on from standby with the power button.

● Check if the previously faulty app is working correctly again. If yes, you are done. If not, proceed with Step 2 (“Clear the internet memory”).

2. Clear the internet memory

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

● [Network] > [Clear Internet Memory] and press “OK” on the remote control.

● Select [OK] and press “OK” to confirm.

● Switch the TV to standby. Take out the power plug of the TV and wait one minute. Replug the power plug and start up the TV.

● Check if the previously faulty app is working correctly again. If yes, you are done. If not, proceed with Step 3 (“Update or reinstall the app”).

3. Update or reinstall the app

Proceed with the following to reinstall/update the app:

Uninstall the app

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

● [General Settings] > [Android Settings] > [Manage Apps] and press “OK” on the remote control.

● Choose the affected app from the app overview and press “OK”.

● Select [Uninstall] and press “OK” on the remote control to confirm.

● Select [OK] and press “OK” to confirm.

Download or update the app again

● Press the “Home” button on the remote control.

● Select the [Apps] tab on the upper border of the TV.

● Open the Google Play store.

● Search for the app and highlight it.

● Select or

● Press the “OK” button on the remote control to start the download.

● Check if the app is working again. If yes, you are done. If not, proceed with Step 4 (“Reinstall the TV”).

4. Reinstall the TV

To reinstall all functions of the TV press the “Home” button on the remote of the TV and select:

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

All settings and installed channels will have to be restored after this option is selected.


Related articles: