Article ID : 00149558 / Last Modified : 08/22/2019

Android TV: Problem Diagnosis and TV Information Tool

This is a diagnostic tool designed to assist with troubleshooting your Android TV™.

Applicable Products and Categories of This Article

Are you having picture, sound, or connection issues when watching your TV? Before you contact your service provider or service technician, use these tools to figure out what is causing the issue.

Which Android™ Operating System Do You Have?

Your TV menu may vary depending on its Android operating system (OS). To determine which Android OS your TV has, check the following:

For Android OS 5.0 Lollipop

PROBLEM DIAGNOSIS and TV INFORMATION menu.

The following tools are available in the PROBLEM DIAGNOSIS menu:

Problem Diagnosis

Self diagnostics
Internet connectivity symptoms
External device symptoms
Picture/Sound symptoms

The following tools are available in the TV INFORMATION menu:

System Information Menu

System information, such as Serial Number of the TV and the Device ID.
Signal diagnostics
View network status
Picture/Auto picture mode setting list

How to access the PROBLEM DIAGNOSIS and the TV INFORMATION menu.

Definition of the Available Tools in the PROBLEM DIAGNOSIS Menu

Self Diagnostics: Checks if the TV is working properly.
Internet connectivity symptoms: Checks for the cause of network issues.

If any of the connection results fail, check the Network status and connection.
The information in the View network status menu is helpful when you work with your internet service provider to resolve the issue.
- Connection Method: Either wired or wireless (a wired connection is recommended for stability and speed)
- Cable Connection:
- IP Address Setting: Either Auto or Manual
  - IP address
  - Subnet mask
  - Default gateway
  - Primary DNS
  - Secondary DNS
- IPv6: Either On or Off
- Mac address:
- Proxy Server:
External devices symptoms: Checks for issues like no picture or no sound from a device connected to the TV.
Note: Make sure the external device is turned on, and then select the symptom you are experiencing from the list.

If you have an antenna or direct cable (no cable box) connection to your TV, you can also perform a Signal diagnostics from the Help menu.
Picture/Sound symptoms: Check the cause of an issue with the picture and/or sound.

Note: Different pictures will be displayed and sound will be heard to test the TV.

For Android OS 6.0 Marshmallow

Top support solutions and Troubleshooting and system information menu.

The following tools are available in the Top support solutions menu:

Definition of the Available Tools in Top support solutions Menu

Self Diagnostics: Checks if the TV is working properly.
Internet connectivity symptoms: Checks the cause of network issues.

If any of the connection results fail, check the Network status and connection.
The information in the View network status menu is helpful when you work with your internet service provider to resolve the issue.
- Connection Method: Either wired or wireless (a wired connection is recommended for stability and speed.)
- Cable Connection:
- IP Address Setting: Either Auto or Manual
  - IP address
  - Subnet mask
  - Default gateway
  - Primary DNS
  - Secondary DNS
- IPv6: Either On or Off
- Mac address:
- Proxy Server:
External device symptoms: Checks for issues like no picture or no sound from a device connected to the TV.
Note: Make sure the external device is turned on, and then select the symptom you are experiencing from the list.

If you have an antenna or direct cable (no cable box) connection to your TV, you can also perform a Signal diagnostics from the Troubleshooting and system information menu.
Picture/Sound symptoms: Check for the cause of an issue with the picture and/or sound.

Note: Different pictures will be displayed and sound will be heard to test the TV.