Tips on Troubleshooting a TCL Google TV device.

If you can’t play videos on your Google TV or have other problems with your Google TV device, this article can help fix the issue.

Step 1: Check your Wi-Fi connection

Check the Wifi settings on your TV

  1. From the Google TV home screen, select Settings Settings and then Network & Internet.
  2. Make sure that Wi-Fi is turned on and that you’re connected to the right network.
    • If your router has multiple network bands, check that you’re also connected to the correct band.
  3. Open one of your apps.
  4. Play your video, music, or game again.

Tip: You can only use secure Wi-Fi networks, like WEP, WPA-PSK, and WPA2-PSK. Unsecured networks don't show up on Google TV.

 
 

Adjust your router and connection

If Wi-Fi is turned on but you have a slow connection, try to adjust your router. You can try to:

  • Reboot your router, or unplug it and plug it back in.
  • Move your router closer to your TV.
  • Use a cable to connect your router to your TV.
 
 

Set up a stronger network

If it’s available with your router, set up a 5 GHz network instead of a 2.4 GHz network. For more detail, check with your router manufacturer.

With some routers, you can also set a priority device in the Google Home app. Learn how to set a priority device.

 
 

Step 2: Check for system updates

  1. From the Google TV home screen, select Settings Settings and then System.
  2. Select About and then System update and then Check for update.
  3. Install any available updates.
  4. Play your video, music, or game again.
    • If that doesn’t work, go to the next step.

Step 3: Restart your device

  1. From the Google TV home screen, select Settings Settings.
  2. Select System and then Restart.
  3. Once the system restarts, play your video, music, or game again.
    • If it still doesn’t work, go to the next step.

Step 4: Check which profile you're using

  1. From the Google TV home screen, select Settings Settings.
  2. Under "Accounts & Sign In," check which profile is selected.
  3. Make sure it’s the same profile you used for your service.
Tip: To use other profiles, you can add profiles on your Google TV.

Step 5: Clear app data

  1. From the Google TV home screen, select Settings Settings.
  2. Select Apps and then See all apps.
  3. Find and select the app and then Clear data.
  4. Play your video, music, or game again.
    • If that doesn’t work, go to the next step.

Step 6: Reset the device to factory settings

Important: A factory reset erases all your data from your device. We recommend that you try to troubleshoot with other steps first. 
  1. From the Google TV home screen, select Settings Settings.
  2. Select System and then About and then Factory reset.

If you use a device that replaces your Domain Name System (DNS), this device may affect your Wi-Fi connectivity. Remove this device to check if that fixes the issue.

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