Article ID : 00118393 / Last Modified : 05/02/2022

Can't access the Google Play Store, Movies & TV, Music, YouTube, Games, and other app services

    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

    • Make sure the correct date and time are set on your TV.
      Note: If the date and time settings aren't set correctly, the following functions also may not work properly.
      • Search/Voice search
      • Voice actions
      • Backdrop (screen saver with scenic pictures)

    Additional troubleshooting:

    Power reset or restart of the TV

    Clear the cache and data of the apps.

    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.