Sony SupportKDL-42W650A

Article ID : 00197904 / Last Modified : 11/13/2019

YouTube app doesn't launch, freezes, or error message appears

    A temporary connection failure was the cause of this issue and it is now resolved. If you still experience any of the following conditions when using the YouTube™ streaming service, follow the troubleshooting steps below according to your TV type.

    • The app gets stuck on the start screen (doesn't launch).
    • Error: 400 appears when launching the app.
    • YouTube has stopped appears on the TV screen.
    • Unable to watch YouTube using the Internet Browser

    Before you start

    Make sure your TV has the latest software update. If your TV doesn't have the latest software version, download and install the latest update and then check to see if the issue is resolved. 

    If the issue still occurs, proceed to the next steps.

    Note: Once this issue occurs, it may continue to occur even after the temporary connection failure is resolved. The procedures listed below is the solution for such cases.

    Android TV™ models

    The issue may be resolved by intializing the YouTube app.

    1. On the supplied remote control, press the HOME button.
    2. Select Settings.
    3. Under the TV category, select Apps.
    4. Select YouTube.
    5. Select Clear data, and then OK.
    6. Select Clear cache, and then OK.
    7. Select Force stop.
    8. Open YouTube from the Home screen.
    9. If the issue still occurs, perform a power reset on the TV.

    Other LCD / LED TV models

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

    These steps will vary depending on your TV model year and menu options. If you need model-specific information to perform any step, check your manual.

    • Models released in 2015 and newer:
      1. Press the HOME button.
      2. Scroll to Settings.
      3. Select Customer Support.
      4. Scroll down and select Initialize Personal Information.
      5. Select OK.
      6. If the issue still occurs, perform Refresh Internet Content.

    • Models released in 2013 or 2014:
      1. Press the HOME button.
      2. Scroll to Applications or All Apps.
      3. Run the Internet Browser app.
      4. Press the Options button and select Browser settings.
      5. Scroll down to Clear Cache and Delete All Cookies or Clear Cookies.
      6. Select YES.
      7. If the issue still occurs, perform a power reset on the TV.