IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.
To access network services from the Google Play™ Store, Movies & TV, YouTube™, Games, and other apps, your TV must have an internet connection and the TV must be set to the correct date and time. Use the following steps to check your internet connection (network status), set the date and time on your TV, and additional troubleshooting steps:
Internet connection (network status)
- Make sure your TV is connected to the internet. If you're not sure if your TV has an internet connection, perform a network diagnosis to check the network status.
Date and time settings
Additional troubleshooting:
Power reset or restart of the TV
A power reset or restart of the TV often resolves an issue. Perform this step unless it's already been performed.
- Power reset:
Note: Skip this step if your TV power cord is inaccessible.
- Unplug the TV power cord from the wall outlet, wait two minutes, then plug the power cord back in.
- Restart:
Note: When restarting with the remote or menu, the TV will automatically power off and back on after a short time.
- Restart the TV using the supplied remote control. These steps vary, follow the steps according to your TV menu:
- Press and hold the POWER button until Power off appears on the screen.
- Press and hold the POWER button until a menu appears → select Restart.
- Restart the using the TV menu. These steps vary, follow the steps according to your TV menu:
- On the supplied remote, press the Quick Settings
button. Then select Settings → System → Restart → Restart. - On the supplied remote, press the HOME button. Then select Settings → About → Restart → Restart.
- On the supplied remote, press the HOME button. Then select Settings → Device Preferences → About → Restart → Restart.
Clear the cache and data of the apps.
Follow the steps that best match the menu options for your TV model:
- Google TV™ models:
- On the Home screen, navigate to the Gmail icon and select it.
- On the Google TV screen, go to Screen.
- Select Settings.
- Select Apps.
- Select See all apps.
- Scroll down to the app you want to clear data / clear cache.
- Select Clear Data or Clear Cache.
- Android TV™ models:
- Open the Settings menu. The options vary depending on the model year of your TV:
- Using the Quick Settings button:
- On the supplied remote control, press the (Quick Settings) button.
- Select
Settings.
- Using the HOME menu button:
- On the supplied remote control, press the HOME button.
- Select Settings.
- The next steps depend on your TV menu options:
- Select Apps → See all apps → Show system apps.
- Select Apps → See all apps.
- Select Apps.
- Select the app to clear cache and data.
- Select Clear cache, and then depending on your options, either select OK or press the Enter button.
- If the issue still occurs, move on to the next step.
- Select Clear data, and then depending on your options, either select OK or press the Enter button.
- if displayed, select CLEAR ALL DATA, and then OK or press the Enter button.
Note: If you are unable to resolve the issue, you can restore the TV back to its original settings by performing a
Factory Data Reset of your TV.
IMPORTANT: Be aware that if you perform a factory reset, all of the TV data and settings (Wi-Fi and wired network setting information, Google account and other login information, and all added applications, etc.) will be erased, and the TV will return to how it was at the time of purchase.
