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Sony XBR-65X800G User Manual - Page 69

Self diagnostics, Check if the TV is working properly., Hint, If the problem persists

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Frequently Asked Questions for Troubleshooting [101] Troubleshooting | Start here Self diagnostics Check if the TV is working properly. Press the HELP button, then select [Self diagnostics], or [Problem diagnosis] - [Self diagnostics]. [Self diagnostics] will start. Hint You can also check the following symptoms under [ Problem diagnosis]. [Internet connectivity symptoms] [External devices symptoms] [Picture/Sound symptoms] If the problem persists, try the following. Reset (restart) the TV. For details, refer to If a full reset (restart) of the TV is required. Check and try Software updates. Support Site [102] Troubleshooting | Start here Software updates Sony will provide software updates from time to time in order to enhance functionality and provide users with the latest TV experience. The easiest way to receive software updates is via an internet connection to the TV. To turn on automatic software download To enable [Automatic software download], press the HELP button, then select [System software update] - [Automatic software download]. Hint To update the software manually, select [Update TV software]. If you do not wish to update the software automatically, disable [ Automatic software download]. Updating software via USB storage device If you do not have a network connection, you can also update the software by using a USB storage device. Use your computer to download the latest software from the Sony support website onto a USB storage device. Insert the USB storage device to a USB port on the TV and the software update will start automatically. If you will update the TV software by using a USB storage device, you should read the cautions for update by USB storage device on the website. For more about the support site, please see the Support Site page. Related topics Connecting to a Network

Section	Page
Getting Started	5
Using the Help Guide	5
Help Guide versions	5
Note	5
Hint	6
Related topics	6
Remote control	6
Using the remote control	6
To return to the previous screen	6
Hint	7
Related topics	7
Functions of the remote control buttons	7
Upper buttons on the remote control	7
Related topics	8
Middle buttons on the remote control	8
Related topics	8
Lower buttons on the remote control	8
Related topics	9
Searching by voice	9
Hint	10
When you cannot search using your voice	10
Note	10
Keeping the TV updated	10
Introducing Android TV™	10
Displaying the picture in a small screen	11
Displaying the picture as a small screen	11
Note	11
Closing the small screen or returning it to full screen	11
Installing apps from the Google Play Store	12
Note	12
Hint	12
About paid apps	12
To delete an app	12
Related topics	13
Moving apps to a USB memory device	13
Note	13
Hint	13
To remove a USB memory device	13
Note	13
Viewing Internet media	14
Note	14
Related topics	14
Enjoying safe apps and video streaming services (Security & restrictions)	14
Note	14
Hint	14
Basic Operations	14
Home menu	15
Search, Notifications, Inputs, Timers, and Settings (A)	15
Apps (B)	15
Play Next (C)	15
Note	15
Channels (D)	15
Hint	16
Customize channels (E)	16
Hint	16
Using the TV Menu Bar	16
Adding channels to favorites	16
Hint	17
To change the settings of this function	17
Available options	17
Note	17
Using the “Content Bar” (DISCOVER)	17
To change the settings of this function	18
Available options	18
Note	18
Using the Action Menu	18
Main ACTION MENU items	19
Hint	19
Display & Sound	19
TV	19
Menu	20
Hint	20
Selecting inputs	20
Hint	20
Switching from the Home Menu	20
Changing the picture and sound quality to your preferences	20
Adjusting the picture quality	20
Picture adjustments	21
Hint	21
Screen	21
“Picture adjustments” advanced settings	21
Note	21
Picture mode	21
Advanced settings	22
[Brightness] settings	22
[Color] settings	22
[Clarity] settings	23
[Motion] settings	23
[Video options] settings	23
[Reset] settings	23
Hint	23
Related topics	23
Adjusting the sound quality	24
Hint	24
“Sound adjustments” advanced settings	24
Note	24
[Sound mode] settings	25
[Advanced settings]	25
Related topics	25
How the illumination LED lights up	26
Related topics	26
Accessibility features	26
Hint	26
Support Site	26
Watching TV	27
Watching TV programs	27
Using the program guide	27
To switch the program guide	27
To use optional functions	27
Using interactive broadcast TV services	28
To use Ginga service (Ginga models only)	28
Watching in 3D (3D models only)	28
Understanding the basics of 3D TV (3D models only)	28
Recommended viewing distance for a 3D image	28
Hint	28
TV and Active 3D Glasses communication range	28
Note	29
Caring for your glasses	29
Related topics	29
Preparing your 3D glasses (3D models only)	29
For Passive 3D Glasses	29
For Active 3D Glasses	29
Hint	30
Related topics	30
Watching TV in 3D (3D models only)	30
Hint	31
Note	31
Related topics	31
Using the TV with Other Devices	31
USB devices	32
Playing content stored on a USB device	32
Connecting a USB device	32
Enjoy photos/music/movies stored on a USB device	32
To check the supported file formats	32
Note	32
Hint	33
Related topics	33
Information about USB devices used for storing photos and music	33
Related topics	33
Supported files and formats	33
Photos	33
Other supported files and formats	34
Music	34
mp4	34
Extension: .mp4 / .m4a	34
3gpp	34
Extension: .3gp / .3g2	34
Asf	34
Extension: *.wma	34
ogg	34
Extension: *.ogg	34
Other	35
Extension: *.mp3	35
Extension: *.wav	35
Extension: *.flac	35
Extension: *.aac	35
Other supported files and formats	35
Videos	35
MPEG1 (.mpg / .mpe / *.mpeg)	35
MPEG2PS (.mpg / .mpe / *.mpeg)	36
MPEG2TS	36
Extension : *.m2t	36
Extension : .m2ts / .mts	36
MP4 (*.mp4): For 2K models	36
MP4 (*.mp4): For 4K models	36
avi (*.avi)	37
Asf (.asf / .wmv)	37
MKV (*.mkv): For 2K models	37
MKV (*.mkv): For 4K models	38
3gpp (.3gp / .3g2)	38
MOV (*.mov)	39
WebM (*.webm)	39
Other supported files and formats	39
Audio sampling rates (for videos)	39
Other supported files and formats	40
External subtitles	40
Other supported files and formats	40
Blu-ray and DVD players	41
Connecting a Blu-ray or DVD player	41
Note	41
Hint	41
HDMI connection	41
Component video connection	41
For models supplied with a Mini Plug Component Adapter	42
Note	42
Composite connection	42
If using an Analog Extension cable	43
Related topics	43
Watching Blu-ray and DVD discs	43
Hint	43
Related topics	43
Set-top box (cable/satellite box)	44
Connecting a Set-top box (cable/satellite box)	44
Set-top box (cable/satellite box) with an IR Blaster (IR Blaster compatible models only)	44
Connecting an IR Blaster (IR Blaster compatible models only)	44
Note	44
Related topics	45
Setting up the IR Blaster to control the set-top box (cable/satellite box) (IR Blaster compatible models only)	45
Hint	45
Note	45
Related topics	45
Enjoying content from your mobile device on the TV with Google Cast	45
Note	46
Related topics	46
Computers, cameras, and camcorders	46
Connecting a computer and viewing stored content	46
To connect a computer	46
To check the video signal specifications	46
To view content stored on a computer	46
To check the supported file formats	46
Note	46
Connecting a camera or camcorder and viewing stored content	47
To connect a camera or camcorder	47
To view content stored on a digital still camera/camcorder	47
To check the supported file formats	47
Hint	47
Related topics	47
Computer video signal specifications	47
Other video input signals	48
Note	48
Audio system	48
Outputting audio from an audio system	48
Note	49
Connection using an HDMI cable	49
Note	49
Connecting an audio system	49
Note	49
HDMI connection (ARC supported)	49
Digital optical cable connection	49
Audio cable connection	50
Hint	50
Related topics	50
Adjusting an audio system	50
Adjusting an audio system connected with an HDMI cable or digital optical cable	50
Note	51
Hint	51
Adjusting an audio system connected with an audio cable	51
Note	51
Hint	51
Related topics	51
Bluetooth devices	51
Connecting a Bluetooth device	51
To pair the TV with a Bluetooth device	52
To connect to a paired Bluetooth device	52
Related topics	52
Adjusting the AV sync setting	52
Hint	52
Note	52
Supported Bluetooth profiles	53
Related topics	53
Sony wireless subwoofer (optional) (Sony wireless subwoofer supported models only)	53
Connecting a wireless subwoofer (optional)	53
Hint	54
Related topics	54
Adjusting wireless subwoofer-related settings (optional)	54
Available Options	54
To set the power control method of the Wireless Subwoofer	55
Related topics	55
BRAVIA Sync-compatible devices	55
BRAVIA Sync overview	55
Related topics	55
Using features available for BRAVIA Sync-compatible devices	55
Blu-ray/DVD player	56
AV receiver	56
Video camera	56
Note	56
Related topics	56
Adjusting BRAVIA Sync settings	56
Available options	56
To use the Sync Menu	57
Hint	57
Related topics	57
Viewing pictures in 4K from compatible devices (4K models only)	57
Viewing pictures in 4K resolution (4K models only)	57
To view pictures stored on a USB device or network device in 4K resolution	58
To view pictures stored on a digital still camera/camcorder	58
To check the supported file formats	58
To view pictures in 4K resolution with higher quality	58
Note	58
Related topics	58
Settings for viewing pictures in 4K resolution with higher quality (4K models only)	58
HDMI signal format	58
Note	59
Related topics	59
Connecting to a Network	59
Connecting to a network using a LAN cable	59
Connecting to a network using a LAN cable	59
Hint	59
Note	60
Related topics	60
Connecting to a network using a wireless connection	60
Using Wi-Fi to connect the TV to the Internet/Network	60
To turn off the built-in wireless LAN	61
Hint	61
Note	61
Related topics	61
Using Wi-Fi Direct to connect to the TV (no wireless router required)	61
If connection is not succesful	62
To connect another device	62
To change the name of the TV shown on the connected device	62
To list connected devices/deregister devices	62
Home network features	62
Adjusting home network settings	62
To check the server connection	63
To use the renderer function	63
To use the remote device	63
Playing content from a computer	63
To check the supported file formats	64
Note	64
Related topics	64
Playing content from a media server	64
Related topics	64
RVU statement (RVU compliant models only)	64
Settings	65
Configuring the TV	65
[TV]	65
Available options	65
Hint	66
[Network & Accessories]	66
Available options	66
[System Preferences]	66
Available options	66
[Personal]	67
Available options	67
[Accounts]	67
[Expert panel settings] (only models equipped with an OLED panel)	67
Available options	67
Note	68
Setting a timer	68
To set the on timer	68
To set the sleep timer	68
Note	68
Troubleshooting	68
Start here	68
Self diagnostics	69
Check if the TV is working properly.	69
Hint	69
If the problem persists, try the following.	69
Software updates	69
To turn on automatic software download	69
Hint	69
Updating software via USB storage device	69
Related topics	69
If a full reset (restart) of the TV is required	70
Power Reset	70
Hint	70
Factory data reset	70
Note	70
Frequently Asked Questions for Troubleshooting	70
Picture (quality)/screen	71
No color/Dark picture/Color is not correct/Picture is too bright.	71
Note	71
Related topics	71
Distorted picture./The screen flickers.	71
Check the connection and position of the antenna and peripheral devices	71
Check the [Motion] setting	72
Related topics	72
Picture size/Screen format/Wide mode changes automatically.	72
Example of setting [Wide mode] (when the aspect ratio of the original picture is 4:3)	72
[Wide mode] (when the aspect ratio of the original picture is 16:9)	72
Note	73
Hint	73
The screen suddenly changes to a video you do not recognize while watching TV.	73
A black box appears on the screen.	73
There are banners/tickers at the top or bottom of the screen.	74
High resolution HDR pictures are not displayed.	74
3D pictures are not displayed. The 3D effect is weak. (3D models only)	74
For 4K models	74
For Active 3D Glasses models	74
Related topics	75
Black bars appear on both sides of the screen when watching 3D pictures. (3D models only)	75
You cannot turn off 3D display while watching 3D content. (3D models only)	75
The message [3D signal has been detected.] automatically appears when 3D signal is detected. (3D models only)	75
A message about an app asking for permission to access a TV function is displayed.	75
The screen becomes darker after a certain period of time. (only models equipped with an OLED panel)	75
The message [Panel refresh did not finish] is displayed. (only models equipped with an OLED panel)	76
You are concerned about an image retention. (only models equipped with an OLED panel)	76
Note	76
Related topics	76
A white line appears on the screen. (only models equipped with an OLED panel)	76
Panel refresh does not complete. (only models equipped with an OLED panel)	76
Keyboard	76
You cannot operate the current screen after the on-screen keyboard is displayed.	77
Broadcast reception	77
Check these things first to troubleshoot your TV reception.	77
Hint	77
Related topics	77
Block noise or an error message appears and you cannot watch broadcasts.	77
Ghosting or double images appear.	77
Related topics	78
Only snow noise or a black picture appears on the screen.	78
Related topics	78
There is picture or sound noise when viewing an analog TV channel.	78
Related topics	78
Some channels are blank.	78
Related topics	79
Poor reception or poor picture quality with digital broadcasts.	79
Related topics	79
You cannot view digital channels.	79
Related topics	79
You cannot receive or select channels.	79
Related topics	79
Some digital cable channels are not displayed.	80
Related topics	80
Broadcast HD formats have poor quality.	80
Related topics	80
Sound	80
No sound but good picture.	80
Related topics	80
Audio noise.	81
Related topics	81
No audio or low audio with a home theater system.	81
Related topics	81
Distorted sound.	81
Related topics	81
Headphone/Bluetooth audio device volume cannot be adjusted.	82
You want to output sound from both the headphones/Bluetooth audio device/audio system and the TV speakers.	82
To output sound from both the headphones/Bluetooth audio device and TV speakers	82
If the TV is not an A2DP-supported model	82
If the TV is an A2DP-supported model	82
To output sound from both an audio system connected via ARC and TV speakers	82
You are concerned about a delay between the picture and sound.	82
If a Bluetooth audio device is connected	82
If a specific audio system is connected with an HDMI cable	83
Related topics	83
Network (Internet/home)/apps	83
The TV cannot connect to the Internet/Network.	83
Checking the status of the network connection	83
Hint	83
Note	84
Related topics	84
The picture and/or sound quality from streaming apps is poor.	84
Hint	84
Related topics	84
Your TV cannot connect to the server.	84
Related topics	85
You can connect to the Internet, but not to certain apps and services.	85
Hint	85
Related topics	85
Remote control/accessories	85
The remote control does not operate.	85
Check if the TV is working properly	85
Check if the remote control is working properly	86
Reset the remote control	86
Note	86
Related topics	86
You cannot turn the Active 3D Glasses on. (3D models only)	87
The LED indicator on the Active 3D Glasses blinks. (3D models only)	87
Related topics	87
Power	87
The TV turns off automatically.	88
Related topics	88
The TV turns on automatically.	88
Related topics	88
After turning on the TV, it turns off immediately. (only models equipped with an OLED panel)	88
The TV does not turn on.	88
1. Check if the TV turns on with the remote control.	88
2. Check if the TV turns on with the power button on the TV.	88
3. Unplug the AC power cord (mains lead) and wait for 2 minutes (3 minutes for models equipped with an OLED panel).	89
Hint	89
Related topics	89
Connected devices	89
No picture from a connected device.	89
Related topics	90
You cannot select a connected device in the Home Menu.	90
Related topics	90
Certain programs on digital sources display a loss of detail.	90
Photo images or folders take time to display.	90
Related topics	90
You cannot find a connected BRAVIA Sync HDMI device.	90
Related topics	90
The STB MENU button on the remote control does not work.	91
Related topics	91
You cannot turn off the set-top box (cable/satellite box) using the TV's remote control through the IR Blaster function.	91
You cannot control a second AV receiver.	91
Related topics	91
An external device (such as a set-top box or AV receiver) cannot be controlled via the IR Blaster. (IR Blaster compatible models only)	91
Related topics	92
Some media files in the USB device or server are not displayed.	92
Related topics	92
Operation cuts out, or a device does not work.	92
Related topics	92
Some paid content cannot be played.	92
LED	92
The illumination LED sometimes lights up.	93
You want to disable the illumination LED so that it does not light up or blink.	93
Note	93
Index	93
TV programs	93
Picture/display	93
Sound/voice	93
Remote control	93
Connections	93
External devices	94
Apps	94
File playback	94

Match case Limit results 1 per page

Frequently Asked Questions for Troubleshooting

[101] Troubleshooting | Start here

Self diagnostics

Check if the TV is working properly.

Press the HELP button, then select [Self diagnostics], or [Problem diagnosis] — [Self diagnostics].

[Self diagnostics] will start.

Hint

You can also check the following symptoms under [ Problem diagnosis].

[Internet connectivity symptoms]

[External devices symptoms]

[Picture/Sound symptoms]

If the problem persists, try the following.

Reset (restart) the TV. For details, refer to If a full reset (restart) of the TV is required

Check and try Software updates

Support Site

[102] Troubleshooting | Start here

Software updates

Sony will provide software updates from time to time in order to enhance functionality and provide

users with the latest TV experience. The easiest way to receive software updates is via an internet

connection to the TV.

To turn on automatic software download

To enable [Automatic software download], press the HELP button, then select [System software

update] — [Automatic software download].

Hint

To update the software manually, select [Update TV software].

If you do not wish to update the software automatically, disable [ Automatic software download].

Updating software via USB storage device

If you do not have a network connection, you can also update the software by using a USB storage

device. Use your computer to download the latest software from the Sony support website onto a USB

storage device. Insert the USB storage device to a USB port on the TV and the software update will

start automatically.

If you will update the TV software by using a USB storage device, you should read the cautions for

update by USB storage device on the website.

For more about the support site, please see the Support Site

page.