Troubleshooting (Android TV): What are the benefits of restarting the TV and software updates?

IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

Unexpected issues may occur while you're using your TV:

• Abnormal image / no picture / no sound for a TV channel or external device.
• No sound / distorted sound / unwanted noise / interrupted sound when playing video or audio.
• Video, pictures or thumbnails do not display properly / black screen.
• USB playback, Throw or Screen Mirroring does not work / cannot be played.
• The application does not operate correctly.

The following procedure may help to improve the situation:

1. Restart the TV.
   For more details, visit the following FAQ: How to restart (reset) an Android TV?.
2. If peripheral devices are connected to the TV, remove them.
3. Turn off the TV and unplug the power cord (mains lead) from the outlet.
   Wait approximately 2 minutes, plug the power cord back in the outlet, then turn on the TV.
   NOTES:
   • If the TV is connected to an external hard drive (HDD), remove the HDD and try again.
   • If you leave the TV with the power cord (mains lead) unplugged, the electricity that remains in the unit will be discharged.
     As a result, unnecessary data and error information in the memory will return to their defaults and allow you to use the TV normally again.
      
4. If you are using an HDMI/MHL connection and the screen turns black or the image doesn't display correctly, try the following
   NOTE: Your TV may not be compatible with an MHL connection. For details on your TV's specifications, refer to the manual. Manuals are posted on our support website. 
   • Disconnect the HDMI/MHL cable and connect it again.
   • Unplug the power cord (mains lead) of the connected device and plug it back in, or reboot the device.

5. If you experience an abnormal image or sound, reset the Picture or Sound settings.

   Picture setting:

   1. On the remote control, press the HOME button.
   2. Select Settings.
   3. The next steps may vary depending on your TV menu options:
      • Select Display & Sound → Picture → Reset picture settings for *Standard → Yes.
        * The setting name may be different depending on the selected Picture mode.
      • Select Display & Sound → Picture → Advanced settings → Reset.
      • Select Display → Picture → Advanced settings → Reset.
      • Select BRAVIA Settings → Picture adjustment → Advanced → Reset.

   Sound setting:

   1. On the remote control, press the HOME button.
   2. Select Settings.
   3. The next steps may vary depending on your TV menu options:
      • Select Display & Sound → Sound → Reset → Yes.
      • Select Sound → Sound → Advanced settings → Reset.
      • Select BRAVIA Settings → Sound adjustment → Advanced → Reset.

6. Software Update is an update programme that includes key features, applications, bug fixes, and feature improvements. We recommend that you connect the TV to the Internet, and set Automatically check for update or Automatic Software Download to On. Updates will then be automatically downloaded when your TV is in Standby. For more details, visit the article: How to receive an automatic software update.
   
   For X74xxH_X75xxH Series: These models always receive software updates automatically and don't have the ability to change that option. For more information, refer to the article: How do I perform Firmware/ Software Updates for my Sony Android TV?. 

NOTES:

• The applications you downloaded on your TV, (other than the pre-installed apps), may be affecting the TV's operation.
  For details, refer to the FAQ: Troubleshooting (Android TV): How to check if the cause of the problem is in a downloaded application and how to resolve it.
• If there is no improvement after doing a Restart or Software Update, the problem may have another source. Please try searching for other FAQs.
• *For Android Oreo (OSV-O), the settings icon is located in the top right-hand corner.