This article is designed to fix the following.
- The Android™ TV is stuck on a Sony logo screen.
- The Android TV does not respond to any command executed using the supplied remote control or pressing the physical buttons on the TV itself.
- Cannot access the factory data reset menu of the Android TV.
There are three different ways to reset your Android TV™ or Google TV™ depending on the issue you are experiencing:
- Step 1 (Power Reset/Restart) is always recommended first as it can resolve many issues and doesn't affect saved information.
- Step 2 (Factory Data Reset) is the next step and will erase all customised settings as it resets the TV to factory specifications.
- Step 3 (Forced Factory Reset) is the final option and will also erase all customised settings as it resets the TV to factory specifications. Use this option when you can't access the TV through the menu, don't have a remote, or as otherwise specified.
Before you start
IMPORTANT: This article is for Android TV or Google TV models only. You can check your TV type if you're unsure.
- Make sure the TV is on and you remove any external USB devices from the TV.
You can view the video that covers these options or skip to the more detailed steps.
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Power reset/restart and Factory Data Reset steps
Check if the issue is resolved after each step.
Step 1: Power Reset or Restart Options
If the power cord is accessible, try a power reset. If not, then use either of the restart options.
- Unplug the TV power cord from the wall outlet, wait two minutes, then plug the power cord back in.
- 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 using the menu. On the remote:
- Press
(Quick Settings) → Settings → System → Restart → Restart - Press HOME → navigate to Settings → About → Restart → Restart
- Press HOME → navigate to Settings → Device Preferences → About → Restart → Restart
Note: When restarting with the remote or menu, the TV will automatically power off and back on after a short time.
Step 2: Factory Data Reset
WARNING! Performing a factory data reset will remove all customised settings in the TV including Google™ account settings, apps, channels, and wireless network settings.
Notes:
- You can sync your apps with your Google account to recover some of the application's data after you perform a factory reset. Follow the steps below depending on your TV menu.
- Press HOME → navigate to Settings → Device Preferences or Accounts and Sign in → Google → Choose synced apps → select items to sync → Sync now
- Press HOME → navigate to Settings → Google → Choose synced apps in Sync → select items to sync → Sync now
- Press HOME → navigate to Settings → Personal → Google → Choose synced apps in Sync → select items to sync → Sync now
If the HOME screen displays on the TV screen
NOTES:
- For X7, and W8 series: Skip step 5.
- The display screen may differ depending on the model or OS version.
- On the supplied remote control, press the (Quick Settings) or HOME button depending on your TV.
- Select
Settings. - The next steps will vary depending on your TV menu options:
- Select System → About → Reset
- Select Device Preferences → Reset
- Select Device Preferences — About — Reset, Factory reset or Factory data reset.
- Select Storage & reset
- Select Factory data reset or Reset.
- Select Erase Everything.
NOTE: If asked to provide a password, enter the password for the Parental lock (Broadcast). - Select Yes.
If the HOME screen doesn't display (the HOME button on the remote control doesn't work)
If the remote control has the ACTION MENU or (Quick Settings) button and there is a response, follow the steps below.
- Press the ACTION MENU or (Quick Settings) button.
- Select
Settings → Device Preferences - The next steps will vary depending on your TV menu options:
- Select System → About → Reset → Factory data reset → Erase everything → Yes
- Select Device Preferences → Reset → Factory data reset → Erase everything → Yes
- Select About — Factory reset or Factory data reset — Factory date reset.
- Select Reset.
- Select About — Reset.
For other models
- On the supplied remote, press the HELP button.
- Under How to use your TV select Help Guide (Manual)
- Select Settings.
- Select Configuring the TV.
- Select Watching TV or TV.
- Select
Settings. - The next steps will vary depending on your TV menu options:
- Select Device Preferences → Reset → Factory data reset → Erase everything → Yes
- Select Storage & Reset → Factory data reset → Erase everything → Yes
Notes:
- The factory reset may take a few moments. Wait until the process completes.
- You may need to enter a PIN code (if one was set on your TV) when you select the Erase everything option.
- After the factory reset process completes, the TV will start the Initial Setup wizard. You must agree to the Google Terms of Service and Google Privacy Policy.
Step 3: Forced Factory Reset
WARNING! Performing this procedure will remove all customised settings in the TV including Google™ account settings, apps, channels, and wireless network settings.
- This procedure is generally used to resolve issues with app errors, the TV restarts by itself, or the TV doesn't respond to remote control commands.
- Your TV must have Android™ 6.0 Marshmallow or higher operating system installed in order to perform this procedure.
- This procedure may require two people.
- Depending on which TV model you have, the location of the buttons will vary.
Note: The number of the buttons on the back, side, or on the front (below the LED light) of your TV determines which reset steps you need to follow.
- On the TV:
- Perform the Factory Data Reset (Step 2) again. If the issue still occurs, contact us for further assistance.
