Article ID : 00094871 / Last Modified : 05/31/2017

Disturbed or missing TV channels and services? Discover how to troubleshoot

Applicable Products and Categories of This Article

In case you encounter issues with all or some very specific TV channels or services, you can find tips and solutions below.

Check the website of your TV network provider


Please be aware that signal reception and tuner issues are very often country-specific. Your local TV network provider may have implemented technical changes which will directly impact you. Therefore, first check the latest news section on the website of your TV network provider. Often you will have to retune your TV.

If using a Set-Top Box (STB), please refer to the STB User Manual for the tuning procedure. For directly tuning a Sony TV, you can refer to the guides below. 

How to watch broadcast TV on Sony's Android TV
Tune or retune your TV (Analogue/Cable/Terrestrial Guide)                          
Tune or retune your TV (Satellite Guide Single Antenna)
Tune or retune Sony's Android TV (Analogue/Cable/Terrestrial Guide) Tune or retune Sony's Android TV (Satellite Guide Single Antenna)
Tune or retune Sony Android TV (Multiple Satellite Antenna Guide)              


Not solved? Choose your issue from the list below


IMPORTANT: For each particular issue, different steps are listed. Each of them may separately lead to a solution. Please go through all of these steps one by one in order of presenting until your issue is solved.

1. Pixelated video or choppy audio / No video or audio at all

2. Wrong or multiple Audio / Audio missing for some services / Audio and video not synchronous

3. Missing channel(s) and service(s)

4. Channels not sorted logically

5. Subtitle issue

6. Electronic Program Guide (EPG) issue

 

1. Pixelated video or choppy audio / No video or audio at all

 

1. A large percentage of reception problems is related to the quality of the antenna cable. As a general guide the thicker and less flexible the cable, the better (less signal loss). Some antenna cables may also have a weak mechanical construction, so when you twist the cable a little bit near the antenna connector, it gets damaged and picks up all interferences from the air. Please try with another (good quality) cable.

2. Another common problem with reception occurs when the antenna signal is routed via a Set Top Box or HDD Recorder. Some of these devices may attenuate or the block antenna pass thru signal in Standby, usually due to power saving reasons. Or there may be interferences with the antenna signal in some receiving conditions. To test if this is the case, please connect the antenna cable directly to the TV.  If in this case the reception is OK , check/replace the antenna cable between the Set Top Box/HDD Recorder. If the issues persists, please check if  there is any adjustment for RF Out or pass thru in the Set Top Box/HDD Recorder menu.

3. If the antenna cable is looped via Video, DVD or Blu-Ray recorder,  make sure that the devices  are not disconnected from the mains power supply while the antenna cable is still looped to the TV via the device.

4. Retune your TV.

5. Check the signal level in the TV or Set-Top Box menu .

6. Check the position and performance of the antenna / satellite dish. By changing the direction and location, signal reception may improve.

7. Reboot, update and reset your devices.

8. Contact Sony. To do so, on the Sony Support Website click on Contact us.

2. Wrong or multiple audio / Audio missing for some services / Audio and video not synchronous


1. Select a different audio feed using the Sync / Audio button on the remote.

2. Set the language priority setting in the HOME menu.

3. Remove any connected amplifier.

4. Reboot, update and reset your devices.

5. Contact Sony. To do so, on the Sony support website click Support > Contact us.


3. Missing channel(s) and service(s)


1. Often, this problem is related to one of the causes below.

  • Is a pay service missing? Check with your provider if your subscription is still okay.
  • Are channels disappearing overnight? Within the service menu of your TV, switch off Auto update

2. Check with your broadcaster for recent changes. A channel may have moved to a different frequency. You can restore via manual program sorting.

3. Enter the correct Network ID. If you do not know this ID, please refer to your operator.

4. Check your CAM card. If needed, test with a CAM that you know is working. For more info, please refer to:

How to watch subscribed services using a smart card module?

5. Go through troubleshooting for "1. Pixelated video or choppy audio / No video or audio at all".

6. Try tuning with, and then without the antenna to refresh the televisions internal tuner reception

7. Try manually tuning for the channel you are missing


4. Channels not sorted logically


1. Make sure the correct language and country code are entered (Auto setup).

2. Check with your operator whether the network ID is OK.

3. Enter the start frequency manually.

4. Go through troubleshooting for "3. Missing channel(s) and service(s)."

5. Subtitle issue


Symptoms typically include:

  • No subtitles displayed
  • Wrong subtitles displayed
  • Hard of hearing subtitles not displayed
  • Subtitles on the wrong place on the screen

To troubleshoot, go through below steps.

1. Check with your operator that subtitles should be available for this channel / service.

2. Check with your operator whether "Hard of hearing" is normally only available as TTX.

3. With the remote, choose another subtitle feed.

4. In the HOME menu, select the correct subtitle language(s).

5. Reboot, update and reset your devices.

6. Contact Sony for further assistance. To do so, on the Sony support website click Support > Contact us.


6. Electronic Program Guide (EPG) issue


Symptoms typically include:

  • EPG cannot be displayed
  • Blocked EPG
  • Certain EPG services missing

To troubleshoot, go through below steps.

1. It may sometimes take a while for the EPG to load. Check again after some minutes.

2. Check whether the correct country has been selected.

3. Check with your operator for permanent or new limitations: e.g. Live picture not displayed in thumbnail, EPG(+) not available anymore via your DVD recorder.

4. If your product has the option to use the Guideplus EPG, it must always remain in Standby when not in use, as the Guideplus EPG will require regular EPG programme updates. This happens automatically when the product is left in Standby.