IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.
How to troubleshoot TV screen issues
Picture and display issues on your TV screenmay be caused bymany different factors, including (but not limited to) physical damage, apoor network or cable connection, changes to the picture settings,and outdatedsoftware.If you notice any unusual symptoms on your TV screen, the troubleshooting steps in this articlemay be able to help.
Click or tap a topicbelow tojump to the relevant section:
- Common TV screen issues
- Before you start
- General troubleshooting guide
- How to adjust the TV settings
- Contact us
- Example images of different screen issues
Common TV screen issues
Click or tap the blue underlined text to see an example image.
- Black screen:
- The screen turns completely black, even when thesound can still be heard.
- Horizontal/vertical lines or bands:
- There are noticeable lines or bands in different colours (e.g. red, green, blue, white, black, etc.).
- If there is a clear point of impact, these lines could indicate physical damage.
- Mosaic or blocky images:
- The picture appearsscrambledor garbled.
- Stains or tinted areas:
- There is a discoloured patch or stain of color on the screen (green, purple, red, etc.).
- This discolouration couldbe a result of image retention (screen burn-in).
- Unclear or unfocused picture:
- The picture appears blurry, hazy, or dull.
- Double or "ghost" images:
- The TV image looks like there's a mirror image that's slightly out of sync.
- Cloudy or patchy images:
- The TV picture looks patchy or blotchy when watching very dark scenes.
- A screen that's too dark or too bright:
- The contrast of the screen is too low or high.
- Abnormal colours:
- The TV image colours seem overexposed or inverted (e.g. the brightest colours turn dark).
- The display turnsgrey whilewatching content.
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Before you start
Check your TV for physical damage
- These troubleshooting steps apply to most, if not all, picture issues,unless you're dealing with physical damage.
- If your TV shows physical damage,pleasebook a repair at your nearest Sony Authorized Service Centre.
- Your TV may be damaged if the picture issue is always present on the screen regardless of what you're watching.
- Physical damage lines are usually both horizontal and verticalwith a visible point of impact.
Confirm if the picture issue is limited to a specific situation (e.g. a particular app or connected device)
- If yes,theprogram, game, or video content you are watching may be broadcast or recorded in an aspect ratiothat appears stretched or distorted.
For example, some movie content is recorded in a 21:9 cinema format that will display with black bars above and below the picture when viewed on a widescreen (16:9) TV.- In this case, the issue is likely with the app or device rather than the TV itself. Check the settings of the app or device to confirm:
- Try to switch the TV input.
- Or, check the resolution and refresh rate settings on the connected device (e.g., computer, gaming console) and ensure they match what your TV supports.
- If needed, change the current settings to the recommended ones for your TV.
- In this case, the issue is likely with the app or device rather than the TV itself. Check the settings of the app or device to confirm:
Are you dealing with a pixel-related issue?
- There may be a small number of pixels that do not change color, which is a normal occurrence for all LCD/OLED displays.
- These pixels stay on the screen but are noticeable only while an all-white or all-black picture is shown, and should not be noticeable during normal viewing conditions.
- Some pixels can appear dead or defective if there is debris on the screen.
- Sometimes these dead or defective pixels will correct themselves over time. However, if they don't, try cleaning the screen thoroughly with a soft dry cloth to confirm whether or not the issue is due to a dead or defective pixel,or if it's due to dirt or debris on the screen.
- Refer to this FAQ for more details:Pixels on the LCD or OLED screen appear dark or as bright red, green or blue dots.
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General troubleshooting guide
Click or tap the section(s) related to your TV screen issue.
Restart (reset) the TV
Adjust the location of the TV
Check the cable connection
Check the Wi-Fi connection
Perform a picture test on your TV
Check theScreen mirroring function
Prevent image retention (OLED TVs)
Update the TV software
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How to adjust the TV settings
It's possible the picture settings of your TV are not ideal for the content you're watching (e.g., contrast and brightness issues). If you've changed the picture settingsbefore, we recommendresetting them to default values. Otherwise, you can try optimising the settings for the content you're watching.
Click or tap the sections below to adjust the differentpicture settings on your TV:
Picture reset mode
Eco/Timer settings
Light Sensor
LED Dynamic Control
Picture Mode
Brightness level
Wide mode
Advanced settings
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Contact us
If the issue persists even after following the troubleshooting steps in this article, you may need to get in touch with our Support team.
- Pleasetake clear pictures of the issue you're experiencing.
- The pictures must be takenunder normal lighting conditions with the screen displaying content you would normally watch on the TV.
- Ensure you have taken a pictureshowing all four TV corners.
- Take a close-up picturefocusing onthe affected area(s) of the screen.
- Once you've taken the pictures, please contact us.
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Example images of different screen issues
Horizontal/vertical lines or bands
Mosaic or blocky images
Stains or tinted areas
Unclear picture
Double or "ghost" image
Cloudy picture when watching dark scenes
A picture that's too bright or too dark
Abnormal colors
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