Software update doesn't complete using the TV menu

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

There are various factors that may prevent the software update from completing. Follow the steps below to troubleshoot the issue:

1. Perform a Power Reset or Restart of the TV

   Power Reset

   Note: Skip this step if your TV power cord is inaccessible.

   • Unplug the TV power cord from the wall outlet, wait two minutes, then plug the power cord back in.

   Restart

   Select the method depending on your TV.

   • Restart the TV with the supplied remote control:
     • Press and hold the POWER button until Power off appears on the screen
     • Press and hold the POWER button until a menu appears → select Restart
   • Restart the using the menu. On the remote:
     • Press (Quick Settings) → Settings → System → Restart → Restart
     • Press HOME → Settings → About → Restart → Restart
     • Press HOME → Settings → Device Preferences → About → Restart → Restart

   Note: When restarting with the remote or menu, the TV will automatically power off and back on after a short time.

2. Confirm the network status depending on the operating system (OS) of your TV:

   Android™ 8.0

   1. On the supplied remote control, press the HOME button.
   2. Select App.
   3. Select HELP.
   4. Select Internet connectivity symptoms.
      Note: The results on Cable Connection, Local access, and Internet access should be OK.

   Android 7.0 or earlier

   1. On the supplied remote control, press the HOME button.
   2. Under the HOME menu, scroll down to Settings.
   3. Press the right arrow button then select HELP.
   4. Under the HELP category, select Internet connectivity symptoms.
      Note: The results on Cable Connection, Local access, and Internet access should be OK.

   2014 TV models

   1. On the supplied remote control, press the HOME button.
   2. Go to Settings.
   3. Select Network.
   4. Select Network Setup.
   5. Select View Network settings and status.
   6. Select Check Connection.
   7. Select Yes.
      Note: Make sure that your TV is connected to an active network and the Physical Connection or Wireless Device on TV feature is set to OK or Found.

3. Perform the software update again.
   Note: If New software version is not detected appears on your TV screen, wait two minutes and then perform the software update again.

4. If the software update still doesn't complete, you can update your TV manually with a USB storage device. Downloads are posted on your model support page.

*Android and Android TV are trademarks of Google LLC.