Troubleshooting unexpected symptoms and issues on a Google TV™ or Android TV™

If you notice any unusual symptoms while watching TV, you may need to perform some troubleshooting. In this article, we'll show you how to reset the Picture or Sound settings, update the TV software, and check for problematic apps.

Table of Contents

Click or tap a topic below to jump to the relevant section:

• Symptoms you may notice
• Troubleshooting guide
• How to check if a downloaded app is causing an issue

Symptoms you may notice 

• Abnormal image, no picture, or no sound for a TV channel or external device
• No sound or distorted sound, unwanted noise, or interrupted sound when playing video or audio
• Video, pictures, or thumbnails do not display properly, or they display a black screen
• Features such as USB playback, Throw, or Screen Mirroring do not work
• The app does not operate correctly

Troubleshooting guide 

1. Restart the TV.
   Note: For more details, refer to this article: How to restart (reset) a Google TV/Android TV?.
2. When the screen becomes black or the image is not displayed correctly in the HDMI/MHL connection, try the following methods to improve it:
   Note: Your TV may not be compatible with an MHL connection. For details on your TV's specifications, refer to the manual.
   • Disconnect and reconnect the HDMI/MHL cable.
   • Disconnect and reconnect the power cord (mains lead) of the connected device, or reboot the device.
3. If you experience an abnormal image or sound, reset the Picture or Sound settings:
   • Reset the Picture setting
     1. Open the Settings screen. How to access Settings
        • If the remote control has a Quick Settings ( or ) button, press the Quick Settings button and select Settings.
        • If the remote control does not have a Quick Settings ( or ) button, press the HOME button and select Settings.
     2. The next steps will depend on your TV menu options:
        • Select Display and Sound → Picture & Sound → Picture → Reset picture settings for Standard* → Yes.
        • Select Display & Sound → Picture → Reset picture settings for Standard* → Yes.
        • Select Display & Sound → Picture → Advanced settings → Reset.
        • Select Display & Sound → Picture → Advanced → Reset.
        • Select Display & Sound → Picture adjustment → Advanced → Reset.
        • Select Display → Picture → Advanced settings → Reset.
        • Select BRAVIA Settings → Picture adjustment → Advanced → Reset.
        * The setting name may differ depending on the selected Picture mode.
   • Reset the Sound setting
     1. Open the Settings screen. How to access Settings
        • If the remote control has a Quick Settings ( or ) button, press the Quick Settings button and select Settings.
        • If the remote control does not have a Quick Settings ( or ) button, press the HOME button and select Settings.
     2. The next steps will depend on your TV menu options:
        • Select Display & Sound → Sound → Reset → Yes.
        • Select Display & Sound → Sound adjustment → Advanced → Reset.
        • Select Sound → Sound → Advanced settings → Reset.
        • Select BRAVIA Settings → Sound adjustment → Advanced → Reset.
4. A software update is an update program that adds new features and fixes bugs. We recommend that you connect your BRAVIA TV to the Internet, and set the Automatic Software Update option to On.
   Note: For more details, refer to this article: How to perform a software update.
5. If there is no improvement after performing a software update, something else may be causing the issue. Please try searching other FAQs.
   Note: If you downloaded apps other than those that were pre-installed, those apps may be affecting the TV's operation. Check the How to check if a downloaded app is causing an issue section for details.

How to check if a downloaded app is causing an issue 

First, start the TV in Safe Mode and check if the symptoms occur while the downloaded app is disabled. For details on how to operate the TV in Safe Mode, refer to this article: How to turn Safe mode On or Off?.

If you were able to start the TV in Safe Mode and confirm that a downloaded app is affecting the TV's operation, try the following troubleshooting steps:

1. From the Google Play Store, update the downloaded app you believe is causing the issue to the latest version available.
2. Follow these steps to perform the Clear data procedure:
   1. Open the Settings screen. How to access Settings
      • If the remote control has a Quick Settings ( or ) button, press the Quick Settings button and select Settings.
      • If the remote control does not have a Quick Settings ( or ) button, press the HOME button and select Settings.
   2. The next steps will depend on your TV menu options:
      • Select Apps → See all apps → Choose the app with problems.
      • Select Apps → Choose the app with problems in the System app or Running app category.
   3. Select Clear data → OK.
3. Refer to the app web page, the e-mail address listed, or the FULL DESCRIPTION section of each app.
   Note: The steps below might change without notice.
   • For Google TV
     1. On your remote control, press the Quick Settings ( or ) button.
     2. The next steps will depend on your TV menu options:
        • Select Settings → Apps → See all apps → Show system apps → Google Play Store → Open.
        • Select Settings → Apps → See all apps → Google Play Store (Play Store) → Open.
     3. Select the upper-right icon → Manage apps and games.
   • For Android TV
     1. On your remote control, press the HOME button.
     2. Select Google Play Store.
        Note: For Android 8.0 or later, select Apps, then select Google Play Store (Play Store).
     3. Select My Apps.
     4. Choose the app, then check the FULL DESCRIPTION section.
4. Consider uninstalling the app.