Fix problems with your Google TV device

If videos won’t play on your Google TV device or you have other operation issues, follow the steps in this article to troubleshoot. If a step doesn’t work, then try the next one.

Step 1: Check your Wi-Fi connection

Check the Wi-Fi settings on your TV

From the Google TV home screen, select Settings Network and Internet.
Make sure that Wi-Fi is turned on and that you’re connected to the right network.
- If your router has multiple network bands, check that you’re also connected to the correct band.
Open one of your apps.
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 and 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

From the Google TV home screen, select Settings System.
Select About System update Check for update.
Install any available updates.
Play your video, music or game again.

Step 3: Restart your device

From the Google TV home screen, select Settings .
Select System Restart.
Once the system restarts, play your video, music or game again.

Step 4: Check which profile you're using

From the Google TV home screen, select Settings .
Under 'Accounts and sign-in', check which profile is selected.
Make sure that it’s the same profile that you used for your service.

Step 5: Clear app data

From the Google TV home screen, select Settings .
Select Apps See all apps.
Find and select the app Clear data.
Play your video, music or game again.

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.

From the Google TV home screen, select Settings .
Select System About Factory reset.

Troubleshoot other issues

Important: If you use a device that replaces your Domain Name System (DNS), it may affect your Wi-Fi connectivity. Remove this device to check if that fixes the issue.

Check if your game is compatible

On your computer, go to Google Play.
Find the game that you want to play.
Select Install or Installed.
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.

From the Google TV home screen, select Settings .
Under 'Remote and accessories', select your remote control.
If an update is available, follow the on-screen instructions to 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:

From the Google TV home screen, select Settings .
Select Channel and inputs.
On the left, under 'Inputs', turn on eARC mode.
On the right, under 'Control other devices (CEC)', turn on HDMI control.
To go back to Settings, press the Back button on your remote.
Select Display and sound Audio Audio output.
Select ARC.

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

Select Settings.
Select Display and sound Audio Audio output.
Select Advanced settings Digital audio out 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.