Troubleshooting

Voice control problems

Voice control is only available using the included webOS remote.

Picture problems

No picture, or black and white picture: Disconnect the TV power plug from AC outlet and re-connect after 60 seconds. Check that the Color Saturation is set to 50 or higher. Try different TV channels.

The picture is distorted: The compression of video content may cause picture distortions, especially in fast-moving pictures from sports programs and action movies. If the signal reception is weak or poor, screen distortion may be visible but it is not a malfunction. Mobile phones used close to the TV (within 1m) may cause noise on analogue and digital channels.

The picture is blurry, flickering, or cuts out momentarily: All Settings > Picture > Advanced Settings > Clarity > Adjust Sharpness. You can try to increase or decrease the Sharpness. If you use an external antenna, check the direction, position and connection of the antenna. Adjust the direction of your antenna, or reset or fine tune the channel.

The picture appears red, purple, pink, and other colors: All Settings > Picture > Advanced Settings > Color > White Balance. You can try to increase or decrease the White Balance.

The picture appears wavy and distorted: Some electrical appliances may affect the TV. If you turn off the appliance and the interference goes away, then move it further away from TV. Insert the power plug of the TV into another power outlet.

If the problem persists, check the broadcast signal strength or refer to the external device’s manual.

Network problems

The TV cannot connect to your network or apps: Ensure the TV has an Ethernet or wireless connection to your network. Contact your Internet service provider and ensure your access is working.

The wireless network connection fails: Make sure you are getting a signal from your wireless modem or access point, and that it is connected to the Internet. Shut off any appliances that interfere with wireless.

The wireless network signal is too weak: Position your wireless router or access point in a more central location. Avoid putting it in a corner.

Sound problems

There is no sound or the sound is too low at maximum: Check the volume control of the device (cable or satellite box, DVD, Blu- ray, etc.) connected to your TV.

There is no sound, but the picture is normal: Check the volume settings. Ensure that the audio is not muted.

The speakers are making an odd sound: Make sure that the audio cable is connected to the correct audio output connector on the external device. For antenna or cable connections, check the signal information. A weak signal may cause distortion.

The audio is distorted: Some electrical appliances may affect the TV. If you turn off the appliance and the interference goes away, then move that appliance further away from TV. Move the TV’s power plug to another power outlet.

The sound is scratchy or cuts out momentarily: If you use an external antenna, check the direction, position, and connection of the antenna. Adjust the direction of your antenna or reset or fine tune the channel.

External device connection problems

I have connected an external source to my TV but I get no picture and/or sound: Check that the connection between the external device and your TV is not loose. Ensure you have selected the correct input source.

There is no signal or weak signal in the cable box: If there is no signal occasionally, disconnect the cable from the TV and plug it back in after 60 seconds. Change to another HDMI port. Replace the HDMI cable.

There is no sound: Check if the Audio Out option in the menu is ARC/eARC, if not, you need to check whether the external power amplifier device is connected to the ARC port or optical port of the TV. Go to All Settings > Sound > Sound Out > Use TV Speaker. Check whether the power amplifier device port is connected correctly.

The remote control does not work: Confirm that TV still has power and is operational. Check that the batteries are correctly installed. Place new batteries in the remote control. If some buttons don't work, but the volume buttons work normally, the problem is likely with the application.

Media file problems

Some files can’t be played: Most files can be played back.

You might experience problems with corrupted files or with files that have high bitrate, unsupported resolution, unsupported container, or unsupported codec.

App problems

Netflix won't play: Turn off the TV, wait at least 10 seconds, and turn it back on. Then, reopen Netflix. If the problem persists, reset the TV to factory settings (All Settings > System > Reset to Initial Settings).

Disney+ won't play: Turn off the TV, wait at least 10 seconds, and turn it back on. Then, reopen Disney+. If the problem persists, reset to factory settings (All Settings > System > Reset to Initial Settings).

Miscellaneous problems

The TV is hot: Watching media causes the TV to generate heat. After extended use, it may feel hot to the touch. This is not a defect and does not affect the TV's functionality.

Caution: To maximize the life of your TV, do not mount it where its rear panel is subject to direct sunlight.

The TV smells of plastic: This smell is normal for a new TV and will dissipate over time.

When I turn on my TV, there is a delay of a few seconds before the picture appears: This is normal. The TV is initializing and searching for previous setting information.