Sony SupportKDL-42W650A

Article ID : 00197904 / Last Modified : 02/22/2020

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

    A previous temporary connection failure caused an issue that's now resolved. If you continue to experience any of the following conditions when using the YouTube™ streaming service, follow the troubleshooting steps provided.

    • 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
    • YouTube is unavailable. Please try again later appears on the TV screen.

    Note: The message YouTube is unavailable. Please try again later may appear when trying to use the YouTube app immediately after the TV was in standby mode. This occurs because the TV takes a few seconds to reconnect to your network after being in standby mode. Just select CANCEL and try again.

    General troubleshooting

    Video streaming issues are often caused by network conditions or your internet connection. Check the following:

    • Close the YouTube app, then re-open it and try again.
    • Close other apps that may be running, such as Netflix® streaming series.
    • Make sure your TV is connected to the internet. For internet connection issues, perform network diagnosis on your TV.
    • Reset your modem/router by removing the power for about one minute, then turn it back on and wait until the connection is established, then try again.

    Note: Software updates are often provided to improved function and performance. Check your TV for the latest software update.

    If the issue still occurs, proceed to the next steps based on your model type.

    Android TV™ models

    The issue may be resolved by initializing 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 the model year of your TV 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.