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Sony XBR-65A9G User Manual - Page 80

Network (Internet/home)/apps, The TV cannot connect to the Internet/Network.

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[140] Troubleshooting Network (Internet/home)/apps The TV cannot connect to the Internet/Network. The picture and/or sound quality from streaming apps is poor. Your TV cannot connect to the server. You can connect to the Internet, but not to certain apps and services. [141] Troubleshooting | Network (Internet/home)/apps The TV cannot connect to the Internet/Network. If the wireless network does not connect or disconnects, try the following. Press the HOME button and check that the following setting is enabled. [Settings] - [Network & Internet] - [Wi-Fi] Check the installation location of the TV and wireless router. Signal condition may be affected by the following: Other wireless devices, microwaves, fluorescent lights, etc., are placed nearby. There are floors or walls between the wireless router and TV. Turn the wireless router off and then on again. If the network name (SSID) of the wireless router to which you want to connect is not displayed, select [[Manual entry]] to enter a network name (SSID). If the problem is not resolved even after the procedures above or if you cannot connect even with a wired network, check the status of the network connection. Checking the status of the network connection 1 Press the HOME button, then select [Settings] - [Network & Internet] - [Network status] - [Check Connection]. Check your network connections and/or server's instruction manual for connection information, or contact the person who set up the network (network administrator). Hint The solution varies depending on the network status check. For solutions based on each issue, see "Frequently Asked Questions" on the Sony Support Site. Note If the LAN cable is connected to an active server and the TV has acquired an IP address, check your server's connections and configurations. Press the HOME button, then select [Settings] - [Network & Internet] - [Network status]. Related topics Using Wi-Fi to connect the TV to the Internet/Network Connecting to a network using a LAN cable [142] Troubleshooting | Network (Internet/home)/apps The picture and/or sound quality from streaming apps is poor.

Section	Page
Getting Started	5
Using the Help Guide	5
Help Guide versions	5
Note	5
Hint	5
Related topics	5
Remote control	6
Using the remote control	6
To return to the previous screen	6
Hint	6
Related topics	6
Functions of the remote control buttons	7
Upper buttons on the remote control	7
Related topics	7
Middle buttons on the remote control	8
Related topics	8
Lower buttons on the remote control	8
Hint	9
Related topics	9
Using voice recognition features	9
Using the remote control microphone	9
Hint	10
When you cannot search using your voice	10
Note	10
Using the built-in MIC (only TVs with a built-in MIC)	10
Note	11
Hint	11
Related topics	11
Keeping the TV updated	11
Introducing Android TV™	11
Displaying the picture in a small screen	11
Displaying the picture as a small screen	12
Note	12
Closing the small screen or returning it to full screen	12
Installing apps from the Google Play Store	13
Note	13
Hint	13
About paid apps	13
To delete an app	13
Related topics	14
Moving apps to a USB memory device	14
Note	14
Hint	14
To remove a USB memory device	14
Note	14
Viewing Internet media	15
Note	15
Related topics	15
Enjoying safe apps and video streaming services (Security & restrictions)	15
Note	15
Hint	15
Basic Operations	15
Home menu	16
Search, Notifications, Inputs, Timers, and Settings (A)	16
Apps (B)	16
Play Next (C)	16
Note	16
Channels (D)	16
Hint	17
Customize channels (E)	17
Hint	17
Using the TV menu	17
Hint	17
Using the Quick Settings	17
To change the settings that are displayed	18
Hint	18
Selecting inputs	18
To edit the input items	18
Hint	18
Switching from the Home Menu	19
Changing the picture and sound quality to your preferences	19
Adjusting the picture quality	19
Note	19
Picture	19
Hint	20
Screen	20
“Picture” advanced settings	20
Note	20
Picture mode	20
Advanced settings	21
[Brightness] settings	21
[Color] settings	21
[Clarity] settings	21
[Motion] settings	22
[Video options] settings	22
[Reset] settings	22
Hint	22
Related topics	22
Adjusting the sound quality	22
Note	22
Hint	23
“Sound” advanced settings	24
Note	24
[Sound mode] settings	24
[Sound customization]	24
[Volume level]	24
Related topics	24
How the LED lights up	25
Built-in MIC LED (only TVs with a built-in MIC)	25
Illumination LED	25
Related topics	25
Accessibility features	25
Hint	26
Support Site	26
Watching TV	26
Watching TV programs	26
Using the program guide	26
Hint	27
Related topics	27
Using interactive broadcast TV services	27
To use Ginga service (Ginga models only)	27
Using the TV with Other Devices	27
USB devices	28
Playing content stored on a USB device	28
Connecting a USB device	28
Enjoy photos/music/movies stored on a USB device	28
To check the supported file formats	28
Note	28
Hint	29
Related topics	29
Information about USB devices used for storing photos and music	29
Related topics	29
Supported files and formats	29
Photos	29
Other supported files and formats	30
Music	30
mp4	30
Extension: .mp4 / .m4a	30
3gpp	30
Extension: .3gp / .3g2	30
Asf	30
Extension: *.wma	30
ogg	30
Extension: *.ogg	30
Other	30
Extension: *.mp3	30
Extension: *.wav	31
Extension: *.flac	31
Extension: *.aac	31
Other supported files and formats	31
Videos	31
MPEG1 (.mpg / .mpe / *.mpeg)	31
MPEG2PS (.mpg / .mpe / *.mpeg)	31
MPEG2TS	32
Extension : *.m2t	32
Extension : .m2ts / .mts	32
MP4 (*.mp4)	32
avi (*.avi)	32
Asf (.asf / .wmv)	33
MKV (*.mkv)	33
3gpp (.3gp / .3g2)	34
MOV (*.mov)	34
WebM (*.webm)	34
Other supported files and formats	34
Audio sampling rates (for videos)	35
Other supported files and formats	35
External subtitles	35
Other supported files and formats	35
Blu-ray and DVD players	36
Connecting a Blu-ray or DVD player	36
Note	36
Hint	36
HDMI connection	36
Component video connection	36
Composite connection	37
When using an Analog Extension cable	37
Related topics	37
Watching Blu-ray and DVD discs	38
Hint	38
Related topics	38
Set-top box (cable/satellite box)	38
Connecting a Set-top box (cable/satellite box)	38
Setting up to control the set-top box (cable/satellite box) using the TV remote control	38
Note	39
Related topics	39
Displaying the iPhone/smartphone or iPad/tablet app screen on the TV	39
Using Google Cast	39
Note	39
Using AirPlay	39
Hint	39
Note	40
Related topics	40
Computers, cameras, and camcorders	40
Connecting a computer and viewing stored content	40
To connect a computer	40
To check the video signal specifications	40
To view content stored on a computer	40
To check the supported file formats	40
Note	41
Connecting a camera or camcorder and viewing stored content	41
To connect a camera or camcorder	41
To view content stored on a digital still camera/camcorder	41
To check the supported file formats	41
Hint	41
Related topics	41
Computer video signal specifications	42
Other video input signals	42
Note	42
Audio system	42
Outputting audio from an audio system	43
Note	43
Connection using an HDMI cable	43
Note	43
Related topics	43
Connecting an audio system	43
Note	43
HDMI connection (ARC supported)	43
Note	44
HDMI connection (eARC supported)	44
Note	44
Digital optical cable connection	45
Hint	45
Related topics	45
Adjusting an audio system	45
Adjusting an audio system connected with an HDMI cable or digital optical cable	45
Note	45
Hint	46
Related topics	46
Using the TV as a center speaker (only models with TV center speaker mode)	46
Speaker cable connection	46
Note	47
Related topics	47
Pass-through audio formats supported with eARC	47
Related topics	48
Bluetooth devices	48
Connecting a Bluetooth device	48
To pair the TV with a Bluetooth device	48
To connect to a paired Bluetooth device	48
Related topics	49
Adjusting the AV sync setting	49
Hint	49
Note	49
Supported Bluetooth profiles	49
Related topics	50
BRAVIA Sync-compatible devices	50
BRAVIA Sync overview	50
Related topics	50
Using features available for BRAVIA Sync-compatible devices	50
Blu-ray/DVD player	50
AV receiver	51
Video camera	51
Note	51
Related topics	51
Adjusting BRAVIA Sync settings	51
Available options	51
To use the Sync Menu	52
Hint	52
Related topics	52
Viewing pictures in 4K/8K from compatible devices	52
Viewing pictures in 4K resolution	52
To view pictures stored on a USB device or network device in 4K resolution	52
To view pictures stored on a digital still camera/camcorder	53
To check the supported file formats	53
To view pictures in 4K resolution with higher quality	53
Note	53
Related topics	53
Settings for viewing pictures in 4K resolution with higher quality	53
HDMI signal format	53
Note	54
Related topics	54
Viewing pictures in 8K resolution (8K models only)	54
To view pictures stored on a USB device or network device in 8K resolution	54
To view pictures stored on a digital still camera/camcorder	54
To check the supported file formats	55
To view pictures in 8K resolution	55
Note	55
Related topics	55
Settings for viewing pictures in 8K resolution (8K models only)	55
HDMI signal format	55
HDMI IN 4	55
HDMI IN 1/2/3	55
Note	56
Related topics	56
Connecting to a Network	56
Connecting to a network using a LAN cable	56
Connecting to a network using a LAN cable	56
Hint	56
Note	57
Related topics	57
Connecting to a network using a wireless connection	57
Using Wi-Fi to connect the TV to the Internet/Network	57
To turn off the built-in wireless LAN	58
Hint	58
Note	58
Related topics	58
Using Wi-Fi Direct to connect to the TV (no wireless router required)	58
If connection is not successful	59
To connect another device	59
To change the name of the TV shown on the connected device	59
To list connected devices/deregister devices	59
Home network features	59
Adjusting home network settings	59
To check the server connection	60
To use the renderer function	60
To use the remote device	60
Playing content from a computer	60
To check the supported file formats	61
Note	61
Related topics	61
Playing content from a media server	61
Related topics	61
Settings	61
Configuring the TV	61
[Watching TV]	62
Available options	62
Note	62
[Display & Sound]	62
Available options	62
[Network & Internet]	63
[Accounts & Sign In]	63
Available options	63
[Apps]	63
[Device Preferences]	63
Available options	63
[Remotes & Accessories]	64
Available options	64
[Expert panel settings] (only models equipped with an OLED panel)	64
Available options	65
Note	65
Setting a timer	65
To set the on timer	65
To set the sleep timer	65
Note	65
Troubleshooting	65
Start here	66
Self diagnostics	66
Check if the TV is working properly.	66
Hint	66
If the problem persists, try the following.	66
Software updates	66
To check for software updates automatically	66
Hint	66
Note	66
Updating software via USB storage device	67
Related topics	67
If a full reset (restart) of the TV is required	67
Power Reset	67
Hint	67
Factory data reset	67
Note	67
Frequently Asked Questions for Troubleshooting	68
Picture (quality)/screen	68
No color/Dark picture/Color is not correct/Picture is too bright.	68
Note	68
Related topics	69
Distorted picture./The screen flickers.	69
Check the connection and position of the antenna and peripheral devices	69
Check the [Motion] setting	69
Related topics	69
Picture size/Screen format/Wide mode changes automatically.	69
Example of setting [Wide mode] (when the aspect ratio of the original picture is 4:3)	69
[Wide mode] (when the aspect ratio of the original picture is 16:9)	70
Note	70
Hint	70
The screen suddenly changes to a video you do not recognize while watching TV.	70
A black box appears on the screen.	71
There are banners/tickers at the top or bottom of the screen.	71
High resolution HDR pictures are not displayed.	71
A message about an app asking for permission to access a TV function is displayed.	71
The screen becomes darker after a certain period of time. (only models equipped with an OLED panel)	71
The message [Panel refresh did not finish] is displayed. (only models equipped with an OLED panel)	72
You are concerned about an image retention. (only models equipped with an OLED panel)	72
Note	72
Related topics	72
A white line appears on the screen. (only models equipped with an OLED panel)	72
Panel refresh does not complete. (only models equipped with an OLED panel)	72
Keyboard	72
You cannot operate the current screen after the on-screen keyboard is displayed.	73
Broadcast reception	73
Check these things first to troubleshoot your TV reception.	73
Hint	73
Related topics	73
Block noise or an error message appears and you cannot watch broadcasts.	73
Ghosting or double images appear.	73
Related topics	74
Only snow noise or a black picture appears on the screen.	74
Related topics	74
There is picture or sound noise when viewing an analog TV channel.	74
Related topics	74
Some channels are blank.	74
Related topics	75
Poor reception or poor picture quality with digital broadcasts.	75
Related topics	75
You cannot view digital channels.	75
Related topics	75
You cannot receive or select channels.	75
Related topics	75
Some digital cable channels are not displayed.	76
Related topics	76
Broadcast HD formats have poor quality.	76
Related topics	76
Sound	76
No sound but good picture.	76
Related topics	77
Audio noise.	77
Related topics	77
No audio or low audio with a home theater system.	77
Related topics	77
Distorted sound.	77
Related topics	78
You want to output sound from both the headphones/Bluetooth audio device/audio system and the TV speakers.	78
To output sound from both the headphones/Bluetooth audio device and TV speakers	78
To output sound from both an audio system connected via eARC/ARC and TV speakers	78
You are concerned about a delay between the picture and sound.	78
If a Bluetooth audio device is connected	78
If a specific audio system is connected with an HDMI cable	78
Related topics	78
No TV sounds such as operation sound or audio response.	78
You cannot establish an eARC connection.	79
Related topics	79
You cannot use voice search with the Google Assistant* with the built-in MIC (only TVs with a built-in MIC).	79
You can hear a slight noise from the TV speakers (only models with TV center speaker mode).	79
Network (Internet/home)/apps	80
The TV cannot connect to the Internet/Network.	80
Checking the status of the network connection	80
Hint	80
Note	80
Related topics	80
The picture and/or sound quality from streaming apps is poor.	80
Hint	81
Related topics	81
Your TV cannot connect to the server.	81
Related topics	81
You can connect to the Internet, but not to certain apps and services.	81
Hint	82
Related topics	82
Remote control/accessories	82
The remote control does not operate.	82
Check if the TV is working properly	82
Check if the remote control is working properly	82
Note	83
Reset the remote control	83
Note	83
Related topics	83
Power	83
The TV turns off automatically.	83
Related topics	84
The TV turns on automatically.	84
Related topics	84
After turning on the TV, it turns off immediately. (only models equipped with an OLED panel)	84
The TV does not turn on.	84
1. Check if the TV turns on with the remote control.	84
2. Check if the TV turns on with the power button on the TV.	84
3. Unplug the AC power cord (mains lead) and wait for 2 minutes (3 minutes for models equipped with an OLED panel).	85
Hint	85
Related topics	85
Connected devices	85
No picture from a connected device.	85
Related topics	85
You cannot select a connected device in the Home Menu.	86
Related topics	86
Certain programs on digital sources display a loss of detail.	86
Photo images or folders take time to display.	86
Related topics	86
You cannot find a connected BRAVIA Sync HDMI device.	86
Related topics	86
An external device (such as a set-top box) cannot be controlled via the IR Blaster or the TV's remote control. (IR Blaster compatible models or set-top box control compatible models only)	86
Related topics	87
Some media files in the USB device or server are not displayed.	87
Related topics	87
Operation cuts out, or a device does not work.	87
Related topics	87
Some paid content cannot be played.	87
LED	88
The illumination LED sometimes lights up.	88
You want to disable the illumination LED so that it does not light up or blink.	88
Note	88
You want to disable the built-in MIC LED so that it does not light up (only TVs with a built-in MIC).	88
Index	88
TV programs	88
Picture/display	89
Sound/voice	89
Remote control	89
Connections	89
External devices	89
Apps	89
File playback	89

Match case Limit results 1 per page

[140] Troubleshooting

Network (Internet/home)/apps

The TV cannot connect to the Internet/Network.

The picture and/or sound quality from streaming apps is poor.

Your TV cannot connect to the server.

You can connect to the Internet, but not to certain apps and services.

[141] Troubleshooting | Network (Internet/home)/apps

The TV cannot connect to the Internet/Network.

If the wireless network does not connect or disconnects, try the following.

Press the HOME button and check that the following setting is enabled.

[Settings] — [Network & Internet] — [Wi-Fi]

Check the installation location of the TV and wireless router. Signal condition may be affected by the

following:

Other wireless devices, microwaves, fluorescent lights, etc., are placed nearby.

There are floors or walls between the wireless router and TV.

Turn the wireless router off and then on again.

If the network name (SSID) of the wireless router to which you want to connect is not displayed,

select [[Manual entry]] to enter a network name (SSID).

If the problem is not resolved even after the procedures above or if you cannot connect even with a

wired network, check the status of the network connection.

Checking the status of the network connection

Press the HOME button, then select [Settings] — [Network & Internet] — [Network status]

— [Check Connection].

Check your network connections and/or server’s instruction manual for connection information,

or contact the person who set up the network (network administrator).

Hint

The solution varies depending on the network status check. For solutions based on each issue,

see “Frequently Asked Questions

” on the Sony Support Site.

Note

If the LAN cable is connected to an active server and the TV has acquired an IP address, check

your server’s connections and configurations.

Press the HOME button, then select [Settings] — [Network & Internet] — [Network status].