How to troubleshoot TV picture and screen issues

Try a solution based on the issue you are experiencing:

Note:  When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.

1. Blank screen or No display (With/Without audio)

   If the screen of your TV is blank and there is no display, please refer to the No picture on the TV screen article for more in-depth troubleshooting steps.

2. Display hangs or freezes

   Make sure the TV Software is the latest version. Learn to update the TV Software here.

   1. If the TV freeze, hang, or displays a blank screen, resetting the TV might resolve the issue.
      • For Google TV™ and Android TV™ models: How to restart (reset) a Google TV or Android TV?
      • For other TV models: How to perform a power reset on a Sony television.
   2. If the TV freeze, hang, or displays a blank screen when streaming video on Google TV™ or Android TV
      Refer to the YouTube™, Netflix, or other streaming apps do not work article.

3. Lines on the screen (vertical/horizontal lines, bands)

   Make sure the TV Software is the latest version. Learn to update the TV Software here.

   
   Press the HOME button on the remote to display the TV menu screen.

   When the issue occurs in the Menu screen

   Examples:
   

   There may be an issue with your TV. Follow these steps to troubleshoot:

   1. Restart the TV and check if the issue is resolved.
      • For Google TV™ and Android TV™ models: How to restart (reset) a Google TV or Android TV?
      • For other TV models: How to perform a power reset on a Sony television.
   2. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.
   3. If the software is already up to date, try reset your TV to the factory defaults:
      • For Google TVs and Android TVs: How to reset the Google TV or Android TV to factory settings
      • For other TVs: How to reset the television to the original factory settings

   4. If the issue persists after completing all steps, please contact us for further support.

      Proceed to Book Service Request form to submit your request.

      If you require phone support, please contact us at: 6544 8600

      Operating hours: Monday-Friday 9:00 am - 6.00 pm (Closed on Public holidays)

   When the issue occurs on other than the Menu screen

   There may be issues with the broadcast signal source, Cable/Satellite box, IPTV, or other devices such as a DVD player.
   Follow these steps to troubleshoot:
   Notes:

   • If this issue only happens to one particular channel or broadcaster, this may be due to the broadcast signal source. Please contact your service provider for further information.
   • If you experience issues when connecting a TV and an Audio/Video device via an analogue cable (composite or component cable) or HDMI cable, check the following section of this article before proceeding the steps below: Basic checkpoints on screen issues (Lines/Blurred/Odd colours) from the Audio/Video device

   1. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.
   2. Turn off any electrical or battery-operated devices that may be creating radio frequency (RF) interference.
   3. If using an antenna, broadcast signals are reflected by nearby mountain or surrounding tall buildings and may cause ghosting in the picture.
      It is recommended to adjust the antenna direction and location.
   4. Try plugging the power cord into a different electrical outlet and/or surge protector.
      These symptoms can occur if the electrical outlet is improperly wired or not producing the proper voltage.
      If using a surge protector or extension cord, it also could be faulty.

4. Blurred screen (Blurry, Hazy, Dull)

   Make sure the TV Software is the latest version. Learn to update the TV Software here.

   

   Press the HOME button on the remote to display the TV menu screen.

   When the issue occurs in the Menu screen

   Example:
   

   There may be an issue with your TV.
   Note: Images may look like they are trailing or the screen may be dark during use in a cold place. This is not a malfunction and will recover when the temperature rises back to normal.

   1. Restart the TV and check if the issue is resolved.
      • For Google TVs and Android TVs: How to restart (reset) a Google TV or Android TV?
      • For other TVs: How to perform a power reset on a Sony television.
   2. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.
   3. If the software is already up to date, try reset your TV to the factory defaults:
      • For Google TVs and Android TVs: How to reset the Google TV or Android TV to factory settings
      • For other TVs: How to reset the television to the original factory settings
   4. Try cleaning the TV screen. Refer to the How to care the OLED/LCD TV article.

   5. If the issue persists after completing all steps, please contact us for further support.

      Proceed to Book Service Request form to submit your request.

      If you require phone support, please contact us at: 6544 8600

      Operating hours: Monday-Friday 9:00 am - 6.00 pm (Closed on Public holidays)

   When the issue occurs on other than the Menu screen

   There may be issues with the TV settings, broadcast signal source, Cable/Satellite box, IPTV, or other devices such as a DVD player.
   Note: If you experience issues when connecting a TV and an Audio/Video device via an analogue cable (composite or component cable) or HDMI cable, check the following section of this article before proceeding the steps below: 8. Basic checkpoints on screen issues (Lines/Blurred/Odd colours) from the Audio/Video device

   1. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.
   2. For TVs with the Motionflow function, select Auto, Custom, Standard or Off.
   3. If using an antenna, broadcast signals are reflected by nearby mountain or surrounding tall buildings and may cause ghosting in the picture.
      It is recommended to adjust the antenna direction and location.
   4. The quality obtained from DVD discs recorded on home DVD recorders often varies due to different quality settings being used on the recorders.
      Picture quality from VHS tapes often appears to be significantly worse than other sources, symptoms often include grainy and watery picture.
   5. If this only happen when watching internet streaming video app (example: YouTube™, Netflix or Amazon Prime), this could be due to the internet speed. Picture quality/resolution when playback from streaming video app will automatically adjust according to your internet speed. If your internet speed is lower than minimum requirement, lower picture resolution will be shown. For details, refer to the Internet streaming video will only play back in standard definition (SD) quality article.
   6. Reset your TV to the factory defaults:
      • For Google TVs and Android TVs: How to reset the Google TV or Android TV to factory settings
      • For other TVs: How to reset the television to the original factory settings

5. Double images (Ghost image, Double image)

   Make sure the TV Software is the latest version. Learn to update the TV Software here.

   

   1. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.
   2. If the Picture and video on the TV is appears to have double images shadow, For details, refer to Picture and video on the TV is displayed doubly article.
   3. If the software is already up to date, try reset your TV to the factory defaults:
      • For Google TVs and Android TVs: How to reset the Google TV or Android TV to factory settings
      • For other TVs: How to reset the television to the original factory settings

6. Abnormal display

   

   1. Refer to the article The screen appears to have a cloudy, white shadow or bright spots when there is no input or when viewing very dark scenes.
   2. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.
   3. If this only happen when watching internet streaming video app (example: YouTube, Netflix or Amazon Prime), this could be due to the internet speed. Picture quality/resolution when playback from streaming video app will automatically adjust according to your internet speed. If your internet speed is lower than minimum requirement, lower picture resolution will be shown. For details, refer to the Internet streaming video will only play back in standard definition (SD) quality article.

7. Contrast issues (Too bright or dark)

   Make sure the TV Software is the latest version. Learn to update the TV Software here.

   If the screen has an issue with Brightness or Contrast, try the following.

   1. Adjust the TV settings using the following article:
      • Adjusting the Picture setting on your TV
   2. Reset the TV.
      • For Google TVs and Android TVs: How to restart (reset) a Google TV or Android TV?
      • For other TVs: How to perform a power reset on a Sony television.
   3. Reset your TV to the factory defaults:
      • For Google TVs and Android TVs: How to reset the Google TV or Android TV to factory settings
      • For other TVs: How to reset the television to the original factory settings

8. Grey screen

   Make sure the TV Software is the latest version. Learn to update the TV Software here.

   

   If the display turns to grey when watching a TV program, try to perform the following.

   1. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.
   2. Reset the TV. For details on how to reset, see the FAQ below.
      • For Google TVs and Android TVs: How to restart (reset) a Google TV or Android TV?
      • For other TVs: How to perform a power reset on a Sony television.

9. Odd colours on the screen (Solarization, No color, faded, Intermixing/Spreading of color)

   Make sure the TV Software is the latest version. Learn to update the TV Software here.

   
   Press the HOME button on the remote to display the TV menu screen.

   When the issue occurs in the Menu screen

   Example:
   

   There may be an issue with your TV. Follow these steps to troubleshoot:

   1. Adjust the picture color settings using following article:
      • Adjusting the Picture setting on your TV
   2. If your TV has a reset function for its picture settings, follow the instructions below to reset the settings.
      1. Open the Settings screen. How to access Settings
         • If the remote control has a Quick Settings ( or ) button, press the Quick Settings button and select Settings.
         • If the remote control does not have a Quick Settings ( or ) button, press the HOME button and select Settings.
      2. The next steps will depend on your TV menu options:
         • Select Display & Sound — Picture — Reset picture settings for XX.
         • Select Display & Sound, Picture & Display or Display — Picture or Picture adjustments — Advanced settings — Reset.
         • Select Display — Picture — Reset.
         • Select System Settings — Picture — Reset.
           Note: If your remote control has the Option button, you can reset the settings by pressing the Option button on the remote control — Picture or Picture Mode — Reset.
   3. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.
   4. Restart the TV and check if the issue is resolved.
      1. Turn off the TV and unplug the AC power cord (mains lead).
      2. Keep the TV unplugged for 2 minutes.
      3. Plug in the AC power cord (mains lead) and turn on the TV to check its status.

   5. If the issue persists after completing all steps, please contact us for further support.

      Proceed to Book Service Request form to submit your request.

      If you require phone support, please contact us at: 6544 8600

      Operating hours: Monday-Friday 9:00 am - 6.00 pm (Closed on Public holidays)

   When the issue occurs on other than the Menu screen

   There may be issues with the TV settings, broadcast signal source, Cable/Satellite box, IPTV, or other devices such as a DVD player.
   Note: If you experience issues when connecting a TV and an Audio/Video device via an analogue cable (composite or component cable) or HDMI cable, check the following section of this article before proceeding the steps below: Basic checkpoints on screen issues (Lines/Blurred/Odd colours) from the Audio/Video device

   1. If your TV has a reset function for its picture settings, follow the instructions below to reset the settings.
      1. Open the Settings screen. How to access Settings
         • If the remote control has a Quick Settings ( or ) button, press the Quick Settings button and select Settings.
         • If the remote control does not have a Quick Settings ( or ) button, press the HOME button and select Settings.
      2. The next steps will depend on your TV menu options:
         • Select Display & Sound — Picture — Reset picture settings for XX.
         • Select Display & Sound, Picture & Display or Display — Picture or Picture adjustments — Advanced settings — Reset.
         • Select Display — Picture — Reset.
         • Select System Settings — Picture — Reset.
           Note: If your remote control has the Option button, you can reset the settings by pressing the Option button on the remote control — Picture or Picture Mode — Reset.
   2. Check if the cable is firmly connected to the TV and the connected device and make sure it is not loose.
   3. Use a spare cable to replace the currently used one and see if the situation will improve.
   4. Use another input terminal of the TV.
      1. Connect your device to other input terminals of your TV.
      2. On the TV's supplied remote control, press the input button to switch to the input method that corresponds to the connected device and check if the situation improves.
   5. Connect another A/V device to your TV using the same input terminal to check whether the connected A/V device causes the issue.
   6. If using an antenna, broadcast signals are reflected by nearby mountain or surrounding tall buildings and may cause ghosting in the picture.
      It is recommended to adjust the antenna direction and location.
   7. Turn off any electrical or battery-operated devices that may be creating radio frequency (RF) interference.
   8. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.
   9. Reset your TV to the factory defaults:
      • For Google TVs and Android TVs: How to reset the Google TV or Android TV to factory settings
      • For other TVs: How to reset the television to the original factory settings

10. Basic checkpoints on screen issues (Lines/Blurred/Odd colours) from the Audio/Video device

    The following shows you solutions if you experience issues when connecting a TV and an Audio/Video device via an analogue cable (composite or component cable) or HDMI cable.

    1. Check if the input method of the TV corresponds with the connected device
       Check if the TV and the connected device (an Audio/Video device such as a Blu-ray player) are turned on. Press the Input button on the TV's remote control then switch the input method to the one that corresponds with the connected device, and check whether the picture appears on the TV screen.
    2. Check if the cable is firmly connected to the TV and the connected device
       There may be a case that audio/video does not output from the TV correctly if the cable connected to the TV and the A/V device gets loose from the terminals.
    3. When you have a spare cable, check whether the connecting cable causes this issue
       Replace the currently used cable then check if the situation will improve.
    4. Connect another input terminal of the TV and check whether the input terminal on the TV causes this issue
       Connect the cable to another input terminal of the TV. Example: The cable is currently connected to the component 1 input terminal. Connect the cable to the component 2 input terminal instead. Press the Input button on the TV's remote control then switch the input method to the one that corresponds with the input terminal that you connected in step 1, and check whether the picture appears on the TV screen.
    5. Connect another A/V device to the TV and check whether the connected A/V device causes this issue
       If you have another A/V device, connect it to the same input terminal of the TV as the original A/V device then check whether the picture appears on the TV screen.

11. Image retention on OLED TVs

    OLED TVs may experience permanent image retention if an image is continuously displayed for a long period of time. Learn how you can prevent image retention on the TV screen here.

12. Half or partial screen

    Follow these steps to troubleshoot the issue:

    

    1. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.
    2. Disconnect and connect the plug to reset the TV main unit and check the problem is resolved.
       To reset the TV
       1. Turn off the power supply of the TV main unit.
       2. Pull out the TV power cord from the outlet.
       3. In approximately 2 minutes, insert the power cord in the outlet.
       4. Turn on the power supply of the TV main unit.

    If you completed all the steps and the issue is not resolved, please contact us for further support as service may be required

13. Other screen issues

    1. Clean the TV screen. Refer to the How to care the OLED/LCD TV article.
    2. Make sure the TV Software is the latest version. Learn to update the TV Software here.
    3. Restart the TV and check if the issue is resolved.
       • For Google TV™ and Android TV™ models: How to restart (reset) a Google TV or Android TV?
       • For other TV models: How to perform a power reset on a Sony television.
    4. When using a TV with the Self Diagnostics option, try the Self Diagnostics test. For details, refer to the How to use the Self Diagnostics option article.

    5. If the issue persists after completing all steps, please contact us for further support.

       Proceed to Book Service Request form to submit your request.

       If you require phone support, please contact us at: 6544 8600

       Operating hours: Monday-Friday 9:00 am - 6.00 pm (Closed on Public holidays)