How do I troubleshoot issues with devices connected via HDMI on my Philips Google TV?

Usually, this symptom occurs with a bad HDMI connection, a faulty cable, or with incorrect setting on your TV or the source device, HOWEVER, it could also indicate a faulty panel in the TV. To troubleshoot this issue, follow these steps:

1. Tune to any other source and verify that the lack of sound and picture is only occurring on the HDMI input in question and NOT on all sources. If, for example, you are unable to pull up the home screen on the TV or see any image on the screen when powering on or selecting another input, the issue could be with the TV panel and you should call our help center at 833-978-3323.
2. If the issue is only happening on a single HDMI input with a particular source, follow the steps in the sections below in order.

Usually, this symptom also occurs with a bad HDMI connection, a faulty cable, or with incorrect setting on your TV or the source device, HOWEVER, it could also indicate a faulty panel in the TV. To troubleshoot this issue, follow these steps:

1. Tune to any other source and verify that the odd picture is only occurring on the HDMI input in question and NOT on all sources. If, for example, you see the same odd coloration when you pull up the home screen on the TV or when you open an APP, the issue could be with the TV panel and you should call our help center at 833-978-3323.
2. If the issue is only happening on a single HDMI input with a particular source, follow the steps in the sections below in order.

Usually, this symptom will occur when the output of your source device is set to a higher resolution than your TV is expecting to receive, OR with a poorly connected or bad HDMI cable.

1. The first step is to simply unplug and replug the HDMI cable to the TV and the source, making sure that both have a snug and complete connection
2. If you still have sound with no picture at this stage, you may need to try a different HDMI cable. Some older and longer HDMI cables do not reliably transmit the latest resolutions, so if you have a shorter and/or newer cable that will reach, or another HDMI cable that you know works, try that next.
3. If the cable troubleshooting does not resolve the issue, the next step is to make certain that both the TV and the source device are correctly configured to receive and send the same resolution. Follow the instructions in the section below.

Usually, this error means that one or both of the devices you have connected is not capable of displaying the resolution that the other device is expecting. For example, you may have a brand new game console that is set to output 4k HDR but the TV is not set to receive an HDR signal. Follow these steps to troubleshoot this issue:

1. Verify that both devices are capable of the same resolution. If the TV is 4K HDR capable, make sure the source is also capable, etc.
2. If both devices are capable of the same resolution, you next should check to verify that both are SET to the same resolution. In Philips Google Televisions, the settings to check are the EDID settings found in the Inputs section of the menu. 
3. However, there is a shortcut to get to these settings found in our Help App.
   1. Press the Home button on the remote control (the button has the outline of a house on it)
   2. Navigate to the row labeled "Your Apps" using the thumbpad
   3. Navigate to the right on that row until you highlight the Help App (The icon is grey and has a ? and the label below the App will say "How to...")
   4. Press "OK" to open the app
   5. Navigate to the right to the icon labeled "HDMI Settings"
   6. Press "OK"
   7. Now navigate to the HDMI input you are connected to (eg HDMI 1, 2, or 3) and press "OK" to select it.
   8. You will see the EDID settings for the input and the one currently selected will have the radio button filled in.
   9. Your options are EDID 1.4, 2.0, Auto EDID and 2.1. Toggle the setting between options until you get a picture. 
      • If you get a picture only on the 1.4 setting, this indicates the source device is not outputting 4K with HDR or 4K@ 60Hz. If you believe your source device supports these resolutions, you may need to change the output settings on the source device. There will usually be a menu option for Display or TV that allows you to select the resolution of the TV connected to the source device. 
      • If you get a picture on the 2.0 setting, you are finished and can begin enjoying your TV.
      • The EDID 2.1 setting supports refresh rates up to 8K at 60 Hz (Hertz) or 4K at 120 Hz, while HDMI 2.0 only supports 4K at 60 Hz, so the 2.1 setting is really only for the latest and most advanced source products. 
        • NOTE- this TV does not have an 8K panel so this setting will not allow the TV to display 8K signals. It merely matches the input to what the source device is sending. The TV will still convert to 4K.
      • If none of the EDID settings work, you should next try to force a new handshake between the devices by either unplugging and replugging the HDMI cable, or by resetting the source device. This will often resolve the issue
   10. If you still have an error message at this stage, you may need to try a different HDMI cable. Some older and longer HDMI cables do not reliably transmit the latest resolutions, so if you have a shorter and/or newer cable that will reach, or another HDMI Cable that you know works, try that next.
   11. The last resort is to try a different HDMI input on the TV. If you are able to get a picture with no errors on a different input, it may indicate that the HDMI cable was not properly inserted. Try to go back to the original input and verify the picture remains working. If not, please call us at 833-978-3323 for further assistance.