FAQs

These are FAQs related to your product

• My TV is not powering on
  If your TV will not power on, check the following:

  1. Make sure that the TV is plugged into a working outlet.
     • You can try using a different outlet or extension cord to confirm, or plug the TV into another outlet where another device is working.
  2. The power cord is firmly connected into the TV and the wall outlet.
     • Sometimes when moving the TV the power cord can become loose.  Even if the cable is just a little bit loose will cause a loss of power.
  3. The power indicator light is on (this is located at the bottom middle of the TV).
     • If the power indicator is on, but there is no picture, this could be a signal issue.  Press the menu button on the TV or remote to see if the menu appears on the screen.

  If you’ve confirmed all the steps above are correct, your unit may require service.
  
  Please click one of the following links below to have a servicer come to your location.

  1. Service Locator (click here if your unit is out of warranty)
     • To find a servicer in your area, select the product type, the radius you want to search, your zip code, and then press submit.
  2. Service Request (click here if your unit is still within the 1 year manufacture warranty)
     • At the support page, click ‘Service Request’ a drop down will appear.
• My Netflix is not working or loading
  If your Netflix is not working or displaying a blank screen when trying to connect, first check the following to ensure everything is set up correctly:
  
  

  1. An active Netflix account.
     • Sometimes Netflix will disable their application from certain products without letting their customers know. To check this, simply log into your Netflix account on your PC or phone and make sure that nothing is wrong with your account.
  2. Netflix streaming account is limited in the number of devices that can be connected at the same time.
     • The basic Netflix account only allows one device connected at a time. If the application is running the background of a phone or tablet, you will not be able to watch Netflix on your TV.
  3. An Internet subscription account with a consistent 1.5mbps of bandwidth for standard definition and 5mbps for HD.  4K requires a stable connection with 25 or more mbps. 
     • Other devices connected to the internet using the same network share and may reduce your available bandwidth. It is a good idea to disconnect the devices you are not using to allow for additional bandwidth.       
     • You can test your current internet connection by using http://www.fast.com from a mobile device to check the connection to Netflix servers. Check from the TV’s physical location to get an accurate internet bandwidth available to the TV.

  Please note that Netflix has changed their policies to no longer allow their users to use Proxy servers, VPN or IP Ghosting. If your router is set up to use various IP addresses or you are using a proxy server, your Netflix account will not work.
  
  

  1. Check to see if any other Netflix capable devices (computer, smart phone, tablet, etc.) can connect to the service.
     • If other Netflix devices can connect with no problem, click here to troubleshoot the TV’s internet connection.
     • If other Netflix devices have similar connection problems, the problem could be with the Netflix account, the Local Area Network (LAN) or the Netflix service.
  2. Ensure the TV’s firmware has been updated to the latest version.
     • Your TV requires the latest firmware version to be installed in order for applications to connect properly.  You can check to see if a new firmware is available by visiting www.SharpUSA.com.
  3. Ensure the TV is properly connected to the internet.
     • Your PING time can effect streaming content. The quicker the ping time (which includes upload and download speed and time), the faster your TV will connect to Netflix. If you are not sure of your ping time, please go to www.speedtest.net on your computer or mobile phone to check.

  If all the above steps are correct, your Netflix may need to be reset. Click here (links to How do I reset my Netflix Account?) to learn more about resetting your Netflix account on your TV.
• My TV sees my router but it will not connect.
  If your wireless internet is working but it will not connect to your TV, first we need to determine that the TV is able to see the SSID (Wireless Network Name).
   
  
  
  When selecting a wireless connection check the signal strength of your wireless network. If the signal strength is less than 3 bars, your router will need to be moved closer to the TV. You can also try resetting the router.
  
  We suggest for best results that the TV have a signal strength of 3 or more bars and is less than 15 feet (with no obstructed views, such as multiple walls) from the TV.
  
  If your TV sees the SSID, but cannot connect to the router this normally indicates something is wrong with the router. Follow the steps below to fix the issue:
  

  1. First ensure the router supports, and is set to, WPA-PSK (TKIP) or WPA2-PSK (AES). 
  2. Next, see if the router is set to ‘Filtering by MAC addresses. This setting allows only certain devices to connect to the wireless network. If you are using this option, either disable this feature or add the TV’s MAC address to the list of connected devices.
     • Note: If you are not sure how to remove MAC filtering, please contact your router manufacturer for support with these settings.
  3. If you're still unable to connect, remove the wireless security on the router. This should only be done temporarily and for testing purposes. 
  4. Last step would be resetting the router, you can do this by pressing the reset button on the router, or unplugging it from the wall for 10-15 seconds.

  If none of the above fix the issue, try using an Ethernet connection. If the wired connection works, the router may be defective and may need to be serviced. Please contact the routers manufacturer for more information.
• I Cannot Connect To Wi-Fi
  Before performing any sort of troubleshooting, please verify the following:
  

  • You have the latest firmware installed on your Television.
  • Your router has the latest firmware installed.
  • Your router is less than 15 feet away from the TV.
    • Note: If there are multiple walls between your router and the TV, this will cause a loss of signal and bandwidth.
  • Other devices are able to connect to the same wireless network (preferably done at the same location as the TV).

  If all the following are correct, or need more information on how to verify the above steps, click on the FAQ's
  below.
  
  How to connect your TV to your Wireless Router
  How to connect your router using an Ethernet cable
  My TV sees my router but it will not connect
  My application will not load or launch
• How to connect your TV to your router
  You can connect your TV to your router one of two ways. First, with an Ethernet cable and second, wirelessly (often referred to as Wi-Fi).
  
  Below you will find both options and the steps to connect to the internet. Follow the steps below to connect wirelessly to your TV (Wi-Fi):
  

  1. Press the menu button on the remote.
  2. Using the direction pad highlight Network Settings.
  3. Using the direction pad, select Connection Type, and then Wireless.
  
  4. Select Search.  A list of available networks will appear.
  5. Select your wireless network (SSID) and press enter. 
  
  6. Enter your password, if applicable, and then press enter.

  Your TV will check the internet connection and begin communicating with your router. Once a network is established you will receive a message that your wireless internet is set up.
  
  Please note if there are multiple walls between your router and the TV, this will cause a loss of signal and internet bandwidth. We highly recommend that your router is no more than 15 feet from your TV with little to no interference.
  
  Follow the steps below to connect an Ethernet cable to your TV:
  

  1. Press the menu button on the remote.
  2. Using the direction pad highlight Network Settings.
  3. Using the direction pad, select Connection Type, and then Wired.

  Your TV will check the internet connection and begin communicating with your router.  Once a network is established you will receive a message that your wired connection is set up.

  If you have a MAC address enabled if the router is set to ‘Filtering by MAC addresses. This setting allows only certain devices to connect to the wireless network. If you are using this option, either disable this feature or add the TV’s MAC address to the list of connected devices. 

  The MAC address can be found using the same process as above.  In the Network Settings menu select Wired Setup to find out your TV’s Mac address. 

• How do I reset my TV?

  IMPORTANT: When a reset is performed the TV will revert back to the default settings, removing any saved settings.  This includes anything you may have changed in the picture, audio, internet, channel and other menus.

  Follow the instructions below to reset your TV back to factory default settings:

  1. Power on your TV.
  2. Using your TV remote, press the Menu button.
  3. Using the direction pad scroll until you’ve highlighted ‘Initial Setup’.
  4. Scroll down to ‘Reset’, and then press enter.
  
  5. A message will appear asking if you want to reset your TV. Select Yes.
  6. 

  Your TV will begin to perform a reset, this may take 1-2 minutes.
  
  Your TV will power off and then back on when the reset is complete.
• My application will not load or launch.

  If you are unable to view content on an application, first confirm you have enough download speed to use the application.  In order for most applications to work, such as Netflix, a consistent speed of at least 1.5mbps is required. For full HD content you will need between 5 and 8mbps.
  
  

  You can perform a speed test using a computer or cell phone (at the TV's location) and going to www.speedtest.net or www.fast.com.

  It is also always important to check the number of devices currently using their network.  Multiple devices using a network will slow down the internet connection to certain devices. If you have multiple devices connected at one time, disconnect or turn off the other devices and try the application again.

  
  

  If your internet is working but you’re still unable to view your applications, click here to learn how to reset your TV.

• Where can I purchase accessories?

  At this time we do not have an online store to purchase accessories. However if you need to purchase an accessory for your product, you can contact us at 1-800-BE-SHARP (237-4277).