Article ID : 00116639 / Last Modified : 18/12/2018

Android TV Troubleshooting. What is benefit of Reset and Software Update?

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If an unexpected symptom or those listed below appear while using your TV, the following procedure may help to improve the situation.


  • 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.

  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 power supply of the TV and pull out the power cord (mains lead) from the outlet.
    Wait approximately 2 minutes, and then insert the power cord in the outlet again and turn on the power supply of the TV.

    • If you connect your BRAVIA TV to an external HDD, remove it and try again.
    • If you leave the TV with the power cord (mains lead) disconnected, 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 again normally.

  4. 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 a MHL connection. For details on your TV's specifications, refer to the manual.
    • Disconnect and connect the HDMI/MHL cable
    • Disconnect and connect the power cord (mains lead) of the connected device or reboot the device

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

    • Picture setting:
      HOME > Settings > TV - Display > Picture > Advanced settings > Reset
    • Sound setting:
      HOME > Settings > TV - Sound > Sound > Advanced settings > Reset

  6. Software Update is an update program that adds new features and fixes bugs.

    We recommend that you connect the BRAVIA TV to the Internet, and set Automatic Software Download to On. Updates will automatically be downloaded when the TV is in Standby.
    For more details, visit the following FAQ.
    How to receive an automatic software update.

  7. If the BRAVIA TV does not work correctly, there is a possibility that downloaded application is affecting the operation.
    If the symptom has been resolved after checking in the Safe mode, there is a possibility that downloaded application is affecting the operation.

    For details on how to operate the Safe mode, refer to How to turn on/off the Safe mode?

  8. If applications do not work properly, selecting Clear data may help to imporove the situation. Follow the procedure below.
    1. Press the HOME button on the remote.
    2. Select Settings.
    3. Select Apps in the TV category.
    4. Set Running app or system app .
    5. Choose the application with problems.
    6. Select Clear data then OK.

  9. Inquire to the web page or the e-mail address listed in FULL DESCRIPTION of each application.
    1. Press the HOME button on the remote.
    2. Select Google Play Store.
    3. Select My Apps.
    4. Choose the application, then FULL DESCRIPTION.

NOTE: If there is no improvement after doing a Restart or Software Update, the problem may have another source.
Please try searching for other FAQs.