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Troubleshooting
Problem Possible Solutions
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
Netflix can't be played.
•
> Settings > Apps > Netflix > Force stop, then reopen to try.
• You can try to reset to the factory settings.
Disney plus can't be played.
•
> Settings > Apps > Disney plus > Force stop, then reopen
to try.
•
> Settings > Apps > Disney plus > 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.
Google assistant can't be
played.
• You can try to log in Google account.
• If you receive "I don't understand" of the voice recognition, please change
account or log out the account.
• After logging in to the Google account, the recognition language may be
different. You need to log in to the Google account on the web page to set
the voice language.
• For more information about Google Assistant, please refer to Smart
Function > Using Voice Control > Google Assistant in this manual.
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