How to troubleshoot screen and picture issues on your Sony TV
There are lines on the screen, the screen is blurred, has double images, is too bright or dark, has odd colors, etc.
IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.
How to troubleshoot TV screen issues
Picture and display issues on your TV screen may be caused by many different factors, including (but not limited to) physical damage, a poor network or cable connection, changes to the picture settings, and outdated software. If you notice any unusual symptoms on your TV screen, the troubleshooting steps in this article may be able to help.
Click or tap a topic below to jump to the relevant section:
- Common TV screen issues
- Before you start
- General troubleshooting guide
- How to adjust the TV settings
- Contact us
- Example images of different screen issues
Common TV screen issues
Click or tap the blue underlined text to see an example image.
- Black screen:
- The screen turns completely black, even when the sound can still be heard.
- Horizontal/vertical lines or bands:
- There are noticeable lines or bands in different colours (e.g. red, green, blue, white, black, etc.).
- If there is a clear point of impact, these lines could indicate physical damage.
- Mosaic or blocky images:
- The picture appears scrambled or garbled.
- Stains or tinted areas:
- There is a discoloured patch or stain of color on the screen (green, purple, red, etc.).
- This discolouration could be a result of image retention (screen burn-in).
- Unclear or unfocused picture:
- The picture appears blurry, hazy, or dull.
- Double or "ghost" images:
- The TV image looks like there's a mirror image that's slightly out of sync.
- Cloudy or patchy images:
- The TV picture looks patchy or blotchy when watching very dark scenes.
- A screen that's too dark or too bright:
- The contrast of the screen is too low or high.
- Abnormal colours:
- The TV image colours seem overexposed or inverted (e.g. the brightest colours turn dark).
- The display turns grey while watching content.
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Before you start
Check your TV for physical damage
- These troubleshooting steps apply to most, if not all, picture issues, unless you're dealing with physical damage.
- If your TV shows physical damage, please book a repair at your nearest Sony Authorized Service Centre.
- Your TV may be damaged if the picture issue is always present on the screen regardless of what you're watching.
- Physical damage lines are usually both horizontal and vertical with a visible point of impact.
Confirm if the picture issue is limited to a specific situation (e.g. a particular app or connected device)
- If yes, the program, game, or video content you are watching may be broadcast or recorded in an aspect ratio that appears stretched or distorted.
For example, some movie content is recorded in a 21:9 cinema format that will display with black bars above and below the picture when viewed on a widescreen (16:9) TV.- In this case, the issue is likely with the app or device rather than the TV itself. Check the settings of the app or device to confirm:
- Try to switch the TV input.
- Or, check the resolution and refresh rate settings on the connected device (e.g., computer, gaming console) and ensure they match what your TV supports.
- If needed, change the current settings to the recommended ones for your TV.
- In this case, the issue is likely with the app or device rather than the TV itself. Check the settings of the app or device to confirm:
Are you dealing with a pixel-related issue?
- There may be a small number of pixels that do not change color, which is a normal occurrence for all LCD/OLED displays.
- These pixels stay on the screen but are noticeable only while an all-white or all-black picture is shown, and should not be noticeable during normal viewing conditions.
- Some pixels can appear dead or defective if there is debris on the screen.
- Sometimes these dead or defective pixels will correct themselves over time. However, if they don't, try cleaning the screen thoroughly with a soft dry cloth to confirm whether or not the issue is due to a dead or defective pixel, or if it's due to dirt or debris on the screen.
- Refer to this FAQ for more details: Pixels on the LCD or OLED screen appear dark or as bright red, green or blue dots.
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General troubleshooting guide
Click or tap the section(s) related to your TV screen issue.
Perform a picture test on your TV
Check the Screen mirroring function
Prevent image retention (OLED TVs)
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How to adjust the TV settings
It's possible the picture settings of your TV are not ideal for the content you're watching (e.g., contrast and brightness issues). If you've changed the picture settings before, we recommend resetting them to default values. Otherwise, you can try optimising the settings for the content you're watching.
Click or tap the sections below to adjust the different picture settings on your TV:
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Contact us
If the issue persists even after following the troubleshooting steps in this article, you may need to get in touch with our Support team.
- Please take clear pictures of the issue you're experiencing.
- The pictures must be taken under normal lighting conditions with the screen displaying content you would normally watch on the TV.
- Ensure you have taken a picture showing all four TV corners.
- Take a close-up picture focusing on the affected area(s) of the screen.
- Once you've taken the pictures, please contact us.
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Example images of different screen issues
Horizontal/vertical lines or bands
Mosaic or blocky images
Stains or tinted areas
Unclear picture
Double or "ghost" image
Cloudy picture when watching dark scenes
A picture that's too bright or too dark
Abnormal colors