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Troubleshooting
Problem Possible Solutions
There is no sound.
• Check if the Audio Out option in the menu is ARC/eARC, if not, you need to
check whether the external power amplifier device is connected to the ARC
port or optical port of the TV.
•
> Settings > Sound > Advanced Settings > Digital Audio Out.
You can try to select PCM, Dolby Digital, or Dolby Digital Plus.
• Whether the power amplifier device port is connected correctly.
• If you select HDMI as input, you can try Menu > HDMI Format
The remote control does not
work.
• Confirm that TV still has power and is operational.
• Change the new batteries in the remote control.
• Check if the batteries are correctly installed.
• If some buttons don't work, but the volume buttons can work normally, it
seems there is a problem with the application.
Apps
When some apps aren't playing, these steps help resolve the problem.
Problem Possible Solutions
Youtube can't be played.
•
> Settings > Apps > Youtube > Force stop, then reopen to try.
• You can try to reset to the factory settings.
Prime Video can't be played.
•
> Settings > Apps > Prime Video > Force stop, then reopen to
try.
•
> Settings > Apps > Prime Video > Clear data, then reopen to
try.
• You can try to reset to the factory settings.
Media Files
When files aren't playing, these steps may help resolve the problem.
Problem Possible Solutions
Some files can't be played.
• Most files can be played back, but you might experience problems
with corrupted files or files with high-bitrate, unsupported resolution,
unsupported container or codec formats.
Voice Control Issues
When Alexa and Google Assistant aren't playing, these steps may help resolve the problem.
Problem Possible Solutions
Alexa can't be played.
• For more information about Alexa, refer to Smart Functions > Using Voice
Control > Alexa in this manual.
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