There is no picture nor display on the TV screen (With / Without audio)

If your TV screen is black / blank, try the following steps to recover the TV:

 Power Cycle (All TVs)

 Forced factory data reset (Android/Google TVs) 

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: (62) 1500 323

Operating hours: Monday-Sunday 8:00 am - 7.00 pm (Closed on Public holidays)

If the standby indicator is blinking, please refer to the following FAQ for troubleshooting steps
Red, white, green, or orange (amber) lights are on or blinking on the TV.

1. Make sure that the power cord and AC adaptor are not disconnected or loose.
2. Press the power switch of the TV to see if the TV turns on.
3. Reset the TV. For how to reset, refer to the following FAQs.
   • 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

The issue might be caused by connected devices. follow the steps below to troubleshoot the issue

1. Turn off the TV.
2. Disconnect all external devices (e.g.: external USB hard disk drive, and HDMI connection).
3. Turn on the TV without connecting external devices.
4. Press Home / Menu button to check if the menu option is visible or not.
5. If Home screen is visible than check external device connectivity for an issue.

If you completed all the steps and the issue is not resolved, please contact us for further support

After trying each of these steps, check your streaming app for resolution.

1. Power reset the Android TV/Google TV.
   1. To perform a power reset or restart:
      • Turn off the TV, unplug the power cord for two minutes, then turn on the TV.
        Note: Skip this step if your power cord is not accessible.

   2. Restart the TV by selecting the option depending on your TV:
      • Restart the TV with the supplied remote control:
        • Press and hold the POWER button until Power off appears on the screen.
        • Press and hold the POWER button until a menu appears → select Restart.
      • Restart the TV using the menu:
        • On the supplied remote, press the Quick Settings  button, then select Settings → System → Restart → Restart.
        • On the supplied remote, press the press HOME button, then select Settings → About → Restart → Restart.
        • On the supplied remote, press the press HOME button, then select Settings → Device Preferences → About → Restart → Restart.

2. Install all pending updates from the Google Play™ Store.

   1. On the supplied remote control, press the HOME button.
   2. On the HOME menu, scroll to Apps and select Google Play Store.
      • A Google™ account is required to access the Google Play Store for the first time. Create an account if needed.
   3. Go to My Apps and install all pending updates.
      • After all the Apps are updated, press and hold the power button for 5 seconds to reboot the TV, then test any streaming apps.

3. Clear your streaming app's data and cache.

   1. Press the HOME button.
   2. Select Settings.
   3. The following steps depend on your TV:
      • Select Apps → See all apps.
      • Select Apps.
   4. Select the appropriate application.
   5. Select Clear data.
   6. Select OK.
   7. Select Clear cache.
   8. Select OK.

4. If the issue still occurs, perform a factory data reset.

   • Note: Completing a factory data reset will remove all TV customer settings, including apps, channels, and wireless network settings.

Refer to the following FAQs.

• There is no picture when using an HDMI connection.
• There is no picture on the television from the Audio/Video device.

A Presence Sensor reduces power consumption by automatically turning the picture off and switching the TV to standby mode when no viewer is detected. If you do not need this function, turn it off.

Notes:

• If the screen stays black when you approach the TV or turn it off and on, this solution does not apply.
• Google TVs and Android TVs do not have this function.
• Using the remote control to turn off the Presence Sensor below is an example. For specific information on how to turn off the Presence Sensor on your model TV, refer to the operating instructions supplied with the product.

1. Turn off the Presence Sensor.
   1. On the remote control, press the HOME button.
   2. Select Preferences.
   3. Select Eco.
   4. Select Presence Sensor.
   5. Select OFF.
2. Reset the TV. For how to reset, refer to the How to perform a power reset on a Sony television article.