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Sound and Vision Troubleshooting

It’s worth noting that most modern TVs have a built in FAQ and troubleshooting section within the settings on the television. These are just a few of the most commonly asked questions.

'My TV picture keeps freezing / blocking' or 'Some of my channels are missing'

'My TV picture keeps freezing / blocking' or 'Some of my channels are missing'

TV pictures that freeze or appear ‘blocky’ are usually caused by a weak signal. This may be due to the customers address being outside of coverage, poor cable connections or certain weather conditions, especially high pressure.

Try the following steps-

Check the predicted Freeview coverage and channels available for the customer’s address using the coverage checker on the DigitalUK website: http://www.digitaluk.co.uk/coveragechecker

If the checker predicts good coverage, try retuning the TV or digital box to reload channels

Check the conditions of cabling and connections. Damaged or loose aerial plugs can cause problems. Try disconnecting aerial amplifiers or spitters which can sometimes lead to equipment getting overloaded or too little signal

'I've retuned and some of my channels are missing'

If the TV or digital box is having trouble storing channels, you may need to clear the memory before carrying out a re-tune. To do a re-tune, follow the instructions below:

Make sure the equipment is turned off and unplug the aerial from the back of the TV, box or recorder.

Turn on the equipment and perform a re-tune using the ‘auto scan’ process - the TV, box or recorder won’t find any channels at this stage.

Turn off the equipment and plug the aerial back in.

Perform a full re-tune using the ‘first time installation’ option (sometimes called ‘default settings’ or ‘factory reset’) and the channels should return.

'I've retuned and some of my channels are missing'
'The display is inactive or 'unclear' when connected to a HDMI source'

'The display is inactive or 'unclear' when connected to a HDMI source'

<>Check the HDMI cable specifications. If the HDMI cable is not genuine / not good quality, images may fade in and out or not be displayed properly.
Ensure that all the cables are securely connected. When connections are not secure, images may not be properly displayed.

'Why does my TV operate at 50Hz when the specifications state 100Hz / 200Hz / 400Hz / 800Hz etc?

Most source signals, such as Satellite receivers and set-top boxes etc, only output a 50Hz signal. The TV processor will adjust the Hz accordingly if on the right setting, (this is model specific).

'Why does my TV operate at 50Hz when the specifications state 100Hz / 200Hz / 400Hz / 800Hz etc?
'Why does my TV turn on and off automatically?'

'Why does my TV turn on and off automatically?'

Most TVs have a timer function; if this is set up the TV will automatically turn itself on/off at the pre-set time.

Some TVs also have ECO/standby modes that allow the set to turn off when no activity is detected after a set amount of time. This can be changed in the settings menu on the TV. *The location will depend on the make and model of the TV

'The picture brightness keeps changing automatically'

Some TVs have an AUTO setting on the set that allows the picture to adjust dependent on the lighting in the room (mainly LG TVs).

This can usually be changed in the picture settings tab on the TV. 

'The picture brightness keeps changing automatically'
'There is a synchronisation problem with the sound and the picture. What could the problem be?' 

'There is a synchronisation problem with the sound and the picture. What could the problem be?' 

Flip through the channels to see if the problem is happening on all channels or just a few. If the audio and video is out of sync on one or more channels then the problem may lie with the customer’s Digital TV service provider and not with their set-up.

Check the aerial cable that is connected to the back of the television is in securely and is not damaged.

Make sure any external devices are plugged in properly. If the audio and video are out of sync on a DVD player, Blu-ray player or video games console, it’s important to check that the audio and video cables that run from the device to the television are undamaged and plugged in properly. If they are not, this could lead to out-of-sync audio and video.

Occasionally the quality of the HDMI cable may affect the synchronicity of audio and picture. The cable may need to be upgraded. 

'There's no sound output on my sound system when I'm watching Freeview on the TV or when I'm using connected devices?'

Check that there is an optical cable (if needed) connected from the soundbar to the TV. This is used to transfer the sound from the TV to the sound system and out of the speakers. (Some of the TVs can use the HDMI cable to transfer sound two ways. The TV must have an ARC (Audio Return Channel) HDMI port and the cable must be version 1.4 for this to work. It will specificy on the box which version of the cable is included.

Check that the sound setting on the TV is set to accept the output source.

May need to change the source / function setting on the sound system - usually optical / digital output (settings differ from model to model.)

'There's no sound output on my sound system when I'm watching Freeview on the TV or when I'm using connected devices?'
'Why can't I find some programmes on my Smart TV app when they're available on the PC version?'

'Why can't I find some programmes on my Smart TV app when they're available on the PC version?'

Catch up TV apps (BBC iPlayer / ITV Player / 4OD / 5 On Demand) may differ slightly on TV to what’s available on the PC version. Certain programmes, including some sporting events and films, may not be available on the Smart TV versions because of rights agreements, even if they are available on the PC version.

'Is the same content on every Smart TV the same?'

Every manufacturer will have their own version of Smart TV and offer different features unique to them.

Manufacturers may also offer exclusive Smart TV apps in their range.

'Is the same content on every Smart TV the same?'
'It's taking a long time to load Smart TV apps or some of my apps are buffering. Why is this?'

'It's taking a long time to load Smart TV apps or some of my apps are buffering. Why is this?'

This can be due to the download speeds of the customer’s broadband service being too slow.

We would recommend at least 2mb broadband speed to enjoy the Smart features on the TV.

Handy tips to consider about your new Smart TV

Try and use a wired connection where possible when it comes to connecting the TV to the internet.

This can be done by connecting an Ethernet cable directly from the LAN socket on the back of the TV to the router.

If a wireless connection is going to be used, it’s best to keep the router location away from the TV as this may cause interference with the signals. 

Handy tips to consider about your new Smart TV