You may be currently experiencing issues with your TCL TV featuring Google TV. We are aware of these issues and are looking to resolve them through system updates as soon as possible. To ensure you have the latest update, follow the instructions here.

Fix problems with your Google TV device

If you can’t play videos on your Google TV or have other problems with your Google TV device, this article can help fix the issue.

Step 1. Check your Wi-Fi connection

Check the Wi-Fi settings on your TV
  1. From the Google TV home screen, at the top right, go to the profile icon.
  2. Select Settings and then Network & Internet.
  3. Make sure that Wi-Fi is turned on and that you’re connected to the correct network.
  4. Open one of your apps.
  5. Play your video, music, or game again.

Tip: You can only use secure Wi-Fi networks, like WEP, WPA-PSK, and WPA2-PSK. Unsecured networks don't show up on Google TV.

Adjust your router & connection

If Wi-Fi is turned on but you have a slow connection, try to adjust your router. You can try to:

  • Reboot your router, or unplug it and plug it back in.
  • Move your router closer to your TV.
  • Use a cable to connect your router to your TV.
Set up a stronger network

If it’s available with your router, set up a 5 GHz network instead of a 2.4 GHz network. For more detail, check with your router manufacturer.

With some routers, you can also set a priority device in the Google Home app. Learn how to set a priority device.

Step 2. Check for system updates

  1. From the Google TV home screen, at the top right, go to the profile icon.
  2. Select Settings and then System.
  3. Select About and then System update and then Check for update.
  4. Install any available updates.
  5. Play your video, music, or game again. If that doesn’t work, go to the next step.

Step 3. Restart your device

  1. From the Google TV home screen, at the top right, go to the profile icon and select Settings.
  2. Select System and then Restart.
  3. Once the system restarts, play your video, music, or game again. If it still doesn’t work, go to the next step.

Step 4. Check which profile you're using

  1. From the Google TV home screen, at the top right, scroll to the profile icon.
  2. Select Settings.
  3. Under "Accounts & Sign In," check which profile is selected.
  4. Make sure it’s the same profile you used for your service.
Tip: To use other profiles, you can add profiles on your Google TV.

Step 5. Clear app data

  1. From the Google TV home screen, at the top right, go to the profile icon and select Settings.
  2. Select Apps and then See all apps.
  3. Find and select the app and then Clear data.
  4. Play your video, music, or game again.
  5. If that doesn’t work, go to the next step.

Step 6. Reset the device to factory settings

Important: A factory reset erases all your data from your device. We recommend that you try to troubleshoot with other steps first. 
  1. From the Google TV home screen, at the top right, go to the profile icon and select Settings.
  2. Select System and then About and then Factory reset.

Troubleshoot other issues

Check if your game is compatible
  1. On your computer, go to Google Play.
  2. Find the game you want to play.
  3. Select Install or Installed.
  4. Under "Choose a device," look for your Google TV device. 
    • If it’s dimmed, the game isn’t compatible with your Google TV device.
Fix issues with your remote

Important: You might need to remove and reinsert the batteries on your remote. If that doesn't solve the issue, try to update your remote.

  1. From the Google TV home screen, at the top right, go to the profile icon and select Settings.
  2. Under "Remote & Accessories," select your remote control.
  3. If an update is available, install it.
Fix issues with a soundbar

If you have a TCL 6-Series device, to set up audio on your soundbar, follow these steps:

  1. From the Google TV home screen, at the top right, go to the profile icon and select Settings.
  2. Select Channel and Inputs.
  3. On the left, under "Inputs," turn on eARC Mode.
  4. On the right, under "Control Other Devices (CEC)," turn on HDMI Control.
  5. To go back to Settings, press the Back button on your remote.
  6. Select Display & Sound and then Audio and then Audio Output.
  7. Select ARC.

If you set Audio output to ARC and don't get any audio out of the soundbar, to check the Digital Audio Out setting:

  1. Select Settings.
  2. Select Display & Sound and then Audio and then Audio output.
  3. Select Advanced Settings and then Digital Audio Out and then Auto.

Tip: To get audio out of the soundbar and external speakers, the setting should be set to Auto, Pulse-Code Modulation (PCM), or Pass Through.

For help with other devices, contact the device manufacturer.

Get more help

If you have trouble with a video you purchased or rented on your Google TV device, try these troubleshooting steps.

If you need more help with your Chromecast with Google TV device, contact your device manufacturer.

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