How to troubleshoot TV picture and screen issues

Press the HOME button on the remote to display the TV menu screen.

When the issue occurs in the Menu screen

Examples:

There may be an issue with your TV. Follow these steps to troubleshoot:

1. Restart the TV and check if the issue is resolved.
   • For Google TV™ and Android TV™ models: How to restart (reset) a Google TV or Android TV?
   • For other TV models: How to perform a power reset on a Sony television.
2. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.
3. If the above steps do not help to resolve the symptom, the product may require service. Go to Product Repair.

When the issue occurs on other than the Menu screen

There may be issues with the broadcast signal source, Cable/Satellite box, IPTV, or other devices such as a DVD player.
Follow these steps to troubleshoot:
Notes:

• If this issue only happens to one particular channel or broadcaster, this may be due to the broadcast signal source. Please contact your service provider for further information.
• If you experience issues when connecting a TV and an Audio/Video device via an analogue cable (composite or component cable) or HDMI cable, check the following section of this article before proceeding the steps below: 8. Basic checkpoints on screen issues (Lines/Blurred/Odd colours) from the Audio/Video device

1. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.
2. Turn off any electrical or battery-operated devices that may be creating radio frequency (RF) interference.
3. If using an antenna, broadcast signals are reflected by nearby mountain or surrounding tall buildings and may cause ghosting in the picture.
   It is recommended to adjust the antenna direction and location.
4. Try plugging the power cord into a different electrical outlet and/or surge protector.
   These symptoms can occur if the electrical outlet is improperly wired or not producing the proper voltage.
   If using a surge protector or extension cord, it also could be faulty.

Press the HOME button on the remote to display the TV menu screen.

When the issue occurs in the Menu screen

Example:

There may be an issue with your TV.
Note: Images may look like they are trailing or the screen may be dark during use in a cold place. This is not a malfunction and will recover when the temperature rises back to normal.

1. Restart the TV and check if the issue is resolved.
   • For Google TVs and Android TVs: How to restart (reset) a Google TV or Android TV?
   • For other TVs: How to perform a power reset on a Sony television.
2. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.
3. If the TV is connected to an active and stable Internet connection, install the latest TV software. Refer to the How to perform a software update article.
4. Clean the TV screen. Refer to the How to care the OLED/LCD TV article.
5. If the above steps do not help to resolve the symptom, the product may require service. Go to Product Repair.

When the issue occurs on other than the Menu screen

There may be issues with the TV settings, broadcast signal source, Cable/Satellite box, IPTV, or other devices such as a DVD player.
Note: If you experience issues when connecting a TV and an Audio/Video device via an analogue cable (composite or component cable) or HDMI cable, check the following section of this article before proceeding the steps below: 8. Basic checkpoints on screen issues (Lines/Blurred/Odd colours) from the Audio/Video device

1. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.
2. For TVs with the Motionflow function, select Auto, Custom, Standard or Off.
3. If using an antenna, broadcast signals are reflected by nearby mountain or surrounding tall buildings and may cause ghosting in the picture.
   It is recommended to adjust the antenna direction and location.
4. The quality obtained from DVD discs recorded on home DVD recorders often varies due to different quality settings being used on the recorders.
   Picture quality from VHS tapes often appears to be significantly worse than other sources, symptoms often include grainy and watery picture.
5. If this only happen when watching internet streaming video app (example: YouTube™, Netflix or Amazon Prime), this could be due to the internet speed. Picture quality/resolution when playback from streaming video app will automatically adjust according to your internet speed. If your internet speed is lower than minimum requirement, lower picture resolution will be shown. For details, refer to the Internet streaming video will only play back in standard definition (SD) quality article.
6. Reset your TV to the factory defaults:
   • For Google TVs and Android TVs: How to reset the Google TV or Android TV to factory settings
   • For other TVs: How to reset the television to the original factory settings

1. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.
2. Refer to the Picture and video on the TV is displayed doubly article.

1. Refer to the article The screen appears to have a cloudy, white shadow or bright spots when there is no input or when viewing very dark scenes.
2. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.
3. If this only happen when watching internet streaming video app (example: YouTube, Netflix or Amazon Prime), this could be due to the internet speed. Picture quality/resolution when playback from streaming video app will automatically adjust according to your internet speed. If your internet speed is lower than minimum requirement, lower picture resolution will be shown. For details, refer to the Internet streaming video will only play back in standard definition (SD) quality article.

If the screen has an issue with Brightness or Contrast, try the following.

1. Adjust the TV settings using the following article:
   • Adjusting the Picture setting on your TV
2. Reset the TV.
   • For Google TVs and Android TVs: How to restart (reset) a Google TV or Android TV?
   • For other TVs: How to perform a power reset on a Sony television.
3. Perform a software update.
4. Reset your TV to the factory defaults:
   • For Google TVs and Android TVs: How to reset the Google TV or Android TV to factory settings
   • For other TVs: How to reset the television to the original factory settings

If the display turns to grey when watching a TV program, try to perform the following.

1. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.
2. Reset the TV. For details on how to reset, see the FAQ below.
   • For Google TVs and Android TVs: How to restart (reset) a Google TV or Android TV?
   • For other TVs: How to perform a power reset on a Sony television.
3. Update the software of your TV to the latest version. For details, refer to the How to perform a software update article.

Press the HOME button on the remote to display the TV menu screen.

When the issue occurs in the Menu screen

Example:

There may be an issue with your TV. Follow these steps to troubleshoot:

1. Adjust the picture color settings using following article:
   • Adjusting the Picture setting on your TV
2. If your TV has a reset function for its picture settings, follow the instructions below to reset the settings.
   1. Open the Settings screen. How to access Settings
      • If the remote control has a Quick Settings button:
        1. On the remote control, press the (Quick Settings) button.
        2. Select Settings.
      • If the remote control does not have a Quick Settings button:
        1. On the remote control, press the HOME or MENU button.
        2. Select Settings.
   2. The next steps will depend on your TV menu options:
      • Select Display & Sound — Picture — Reset picture settings for XX.
      • Select Display & Sound, Picture & Display or Display — Picture or Picture adjustments — Advanced settings — Reset.
      • Select Display — Picture — Reset.
      • Select System Settings — Picture — Reset.
        Note: If your remote control has the Option button, you can reset the settings by pressing the Option button on the remote control — Picture or Picture Mode — Reset.
3. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.
4. Restart the TV and check if the issue is resolved.
   1. Turn off the TV and unplug the AC power cord (mains lead).
   2. Keep the TV unplugged for 2 minutes.
   3. Plug in the AC power cord (mains lead) and turn on the TV to check its status.
5. If the TV is connected to an active and stable Internet connection, install the latest TV software. Refer to the How to perform a software update article.
6. If the above steps do not help to resolve the symptom, the product may require service.

When the issue occurs on other than the Menu screen

There may be issues with the TV settings, broadcast signal source, Cable/Satellite box, IPTV, or other devices such as a DVD player.
Note: If you experience issues when connecting a TV and an Audio/Video device via an analogue cable (composite or component cable) or HDMI cable, check the following section of this article before proceeding the steps below: 8. Basic checkpoints on screen issues (Lines/Blurred/Odd colours) from the Audio/Video device

1. If your TV has a reset function for its picture settings, follow the instructions below to reset the settings.
   1. Open the Settings screen. How to access Settings
      • If the remote control has a Quick Settings button:
        1. On the remote control, press the (Quick Settings) button.
        2. Select Settings.
      • If the remote control does not have a Quick Settings button:
        1. On the remote control, press the HOME or MENU button.
        2. Select Settings.
   2. The next steps will depend on your TV menu options:
      • Select Display & Sound — Picture — Reset picture settings for XX.
      • Select Display & Sound, Picture & Display or Display — Picture or Picture adjustments — Advanced settings — Reset.
      • Select Display — Picture — Reset.
      • Select System Settings — Picture — Reset.
        Note: If your remote control has the Option button, you can reset the settings by pressing the Option button on the remote control — Picture or Picture Mode — Reset.
2. Check if the cable is firmly connected to the TV and the connected device and make sure it is not loose.
3. Use a spare cable to replace the currently used one and see if the situation will improve.
4. Use another input terminal of the TV.
   1. Connect your device to other input terminals of your TV.
   2. On the TV's supplied remote control, press the input button to switch to the input method that corresponds to the connected device and check if the situation improves.
5. Connect another A/V device to your TV using the same input terminal to check whether the connected A/V device causes the issue.
6. If using an antenna, broadcast signals are reflected by nearby mountain or surrounding tall buildings and may cause ghosting in the picture.
   It is recommended to adjust the antenna direction and location.
7. Turn off any electrical or battery-operated devices that may be creating radio frequency (RF) interference.
8. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.
9. Reset your TV to the factory defaults:
   • For Google TVs and Android TVs: How to reset the Google TV or Android TV to factory settings
   • For other TVs: How to reset the television to the original factory settings

The following shows you solutions if you experience issues when connecting a TV and an Audio/Video device via an analogue cable (composite or component cable) or HDMI cable.

1. Check if the input method of the TV corresponds with the connected device
   Check if the TV and the connected device (an Audio/Video device such as a Blu-ray player) are turned on. Press the Input button on the TV's remote control then switch the input method to the one that corresponds with the connected device, and check whether the picture appears on the TV screen.
2. Check if the cable is firmly connected to the TV and the connected device
   There may be a case that audio/video does not output from the TV correctly if the cable connected to the TV and the A/V device gets loose from the terminals.
3. When you have a spare cable, check whether the connecting cable causes this issue
   Replace the currently used cable then check if the situation will improve.
4. Connect another input terminal of the TV and check whether the input terminal on the TV causes this issue
   Connect the cable to another input terminal of the TV. Example: The cable is currently connected to the component 1 input terminal. Connect the cable to the component 2 input terminal instead. Press the Input button on the TV's remote control then switch the input method to the one that corresponds with the input terminal that you connected in step 1, and check whether the picture appears on the TV screen.
5. Connect another A/V device to the TV and check whether the connected A/V device causes this issue
   If you have another A/V device, connect it to the same input terminal of the TV as the original A/V device then check whether the picture appears on the TV screen.

1. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.
2. If the TV is connected to an active and stable Internet connection, install the latest TV software. Refer to the How to perform a software update article.
3. Clean the TV screen. Refer to the How to care the OLED/LCD TV article.
4. If the above steps do not help to resolve the symptom, the product may require service.