OnePlus TV Q1 Series Troubleshooting Guide

1. Remote control

When using remote control and encountering issues, please follow the below steps for troubleshooting:

Remote keys are not working

If all the keys are not working and remote is being used for the first time out of the box, then try to long press 1+ key on the remote for 3 seconds to unlock shipping mode. Ensure the remote IR LED is pointed to the TV Power Button LED (within operating range and angle horizontally and vertically.)

Check if remote is charged if not try charging the remote for 10 minutes.

Check remote IR LED under the mobile camera when you press any button on remote the remote's IR LED glows and that can be seen only under the mobile camera but not with naked eyes.

Restart your TV by pressing the 1+ button on the remote control until a power options menu ("Restart/Sleep/Power off") appears or TV can also be restarted by disconnecting and reconnecting Power cable from mains. If IR failed on remote or TV IR Board in failed you may try connecting or pairing remote to TV from "Settings->Accessories and Remote". You may use the OnePlus connect app alternatively.


Singe key is not working

If a single key is malfunctioning. We recommend you to contact support for further help.

Voice control doesn’t work

Try pairing the remote with TV from "Settings->Remote and Accessories" to the prompt displayed on the TV screen. Check the distance between the voice source and remote are within range and check the remote distance is also within the operating range from TV.


2. Sliding Soundbar

The sliding soundbar uses its own mechanism controlled by a motor for moving up and down, if you notice anything abnormal, please refer to below steps:

Abnormal movement

If the sliding sound bar can't be extended or retract normally, check if any external wire or object blocking its movement. If there is no abnormality but the issue persists, please contact support for help.

Abnormal sound

If you hear any abnormal sound, please check the surroundings to check whether it comes from the base column or the rear case. If the issue is not caused by any external source, please contact support for help.


3. Display

Please try the following steps for issues related to display.

Before you begin, please ensure that the TV video input/output connectors are connected correctly. If the TV is connected to an external device via a component cable, confirm that the Pb, Pr, and Y jacks are plugged into their proper connectors.

Display keeps switching between red, green and blue screens continuously

The full screen displays red, then green, then the full screen is blue. Restart TV or Reset TV to factory settings. If not resolved, please contact support for help.

Abnormal picture

Snow screen, splash screen, white screen, half of the light is not bright, part of the screen is not bright, etc.

Check If the cable connected between source and TV are firmly connected.

Check changing cable or source.

Restart TV or Reset TV to factory settings. If not resolved, please contact support for help.

Flickering/Flashing screen

The screen display is flickering/flashing or Lines on display, screen displays lines.

Bright spot/lines on the screen

Reboot the TV or change the background picture and observe, if the dots/lines are still visible, please contact support for help.

Black screen

It might be related to connection or power-on issue.

  • Check the cable/antenna connection.

  • Connect the TV to the AC power, and press the power button on the TV or the remote control.

(If the whole image or part of the image remains still, the screen brightness will be gradually reduced to prevent image retention. This is not a malfunction of the TV.)

Please follow the below steps:

1. When pressing the power button to turn on the TV, if the TV LED light turned off, or the sliding soundbar moves down. It is recommended to apply for after-sales service.

2. When booting, check if the power button LED goes off or the speaker does not move or speaker LED is on.

3. During normal use. If the issue occurs while opening apps after power on, please uninstall the app and try again.

4. Update to the latest OS version using OTA mode.

If not resolved, please contact our support for help.

Cracked screen

It is recommended to apply for after-sales service.

Important Note:

  • Please be careful whenever handling the TV as the outside of the glass is fragile.

  • Turn off the TV by pressing the 1+ button on the remote control or the TV directly.


4. WI-FI Problem

If you notice the following issues, please refer to the troubleshooting steps below for help.

Issues:

Unable to connect with Wi-Fi

Unable to connect with a single Wi-Fi router

Unable to connect with any Wi-Fi routers

If the TV is connected to a public network such as restaurants/hotels etc. for commercial use, the public Wi-Fi may limit the number of access routers, or restrict access to MAC devices, etc. It is recommended that users try a different Wi-Fi network or hotspot. Try restarting the TV if the issue with Wi-Fi persists.

Please try the following steps to further troubleshoot:

1. Forget and reconnect to the Wi-Fi network.

2. Clear cache the Wi-Fi background data. If it is still invalid, please back up all the data and flash to the latest OS version.

3. Try TV Reset -> Settings -> More Settings-> Reset.

If the issue can’t be solved, please contact support for help.


Wi-Fi automatically turns on

Please check if Wi-Fi can be manually turned on.

1. Please check if any third-party app triggered the Wi-Fi. Disable the APP and observe whether the issue is still happening.

2. Please, backup all the data to the cloud and perform a factory reset.


Wi-Fi cannot access the Internet

If the Wi-Fi cannot access the internet even after connecting to the router successfully.

1. Please try a different Wi-Fi network to see if you can access the internet.

2. Reboot the TV and the Wi-Fi router.

3. If the issue is related to a specific app, please ensure if App data is enabled from "Setting" > "Data Usage" > "Data Usage Control" > choose "Allow all".

Wi-Fi disconnects automatically

If the network connection is unstable, Wi-Fi may disconnect automatically which is normal.

Please check if the issue is caused by a low signal due to the distance from the Wi-Fi router.  Try adjusting the distance so that your device can receive a strong Wi-Fi signal.

Wi-Fi reconnect automatically

Wi-Fi does not automatically reconnect

1. Check if the issue occurs before and after the screen is on/off. If the Wi-Fi doesn't automatically reconnect when the screen turns from OFF to ON even though there is no problem with the signal. We recommend to reset the TV to factory settings after data backup.

2. Cross-check if the issue still exists when the screen is ON or OFF. Please clear the cache from settings and make sure the OS is up to date.

Wi-Fi network speed is slow

1. Check if there is any interference with the signal due to distance or objects blocking the signal.

2. Adjust the distance or router's antennas or Wi-Fi band looking for a better signal to see if that helps.


5. Power on Issue

If the TV doesn’t power-on, please follow the steps below:

1. Check If the power cable and source are okay.

2. Check If the Power butting LED in the TV glows.

3. If TV appears to turn off automatically on its own, try disabling some of the TV's energy efficiency features from "Settings->more settings->Timer". See if scheduled sleep mode or time function is enabled.

4. Try TV Reset from "Settings -> More Settings-> Reset".

Stuck in booting screen/repeatedly restarting

We recommend following the steps below before reaching out to support

1. Confirm that the TV's power cord is working and Is connected correctly at both ends and check if the remote control is operating normally.

2. Check if there is any dust or contact on power button.

3. Make sure that the Antenna cable or cable TV cables are firmly connected.

4. If you have a cable box, please ensure it is plugged in and turned on.

5. Check If the input source has any extra current or electrical shorting.


6. Image quality Issues

Low image quality

There is a little difference between digital and analog data from HD (high definition) channels. If you have an analog cable, upgrade to a digital. Use HDMI or Component cables to deliver HD (high-definition) picture quality. Many HD channels are up-scaled from SD (Standard Definition) content. Look channels that are broadcasting true HD content.

1) Get comparison from channels: Try HD channels from the channel selection.

2) Get high quality with cables: Try HD channels after running the Auto Tuning function. Adjust the cable box's video output resolution to 1080p or 720p.


The image is distorted

Sometimes the compressed content of the video may cause picture distortions, especially in fast-moving pictures from sports programs and action movies.

Furthermore, when the signal is bad or weak it will have picture distortions, this is not an issue with the TV. Sometimes, a magnetic object moved close to the TV may cause noise in analog and digital channels.


Low resolution

If you’re utilizing a component cable connection, make sure that the component cables are connected to the correct jacks. Incorrect or loose connections may cause colour problems or a blank screen.

Uneven colour or not bright enough

Go to the setting menu and then adjust the picture mode, brightness, sharpness, and colour settings accordingly.

Restart TV change Background or play other media content and check.

Reset TV to Factory settings.

If not resolved, please contact support for help.

Dotted line

If you are using a casting feature at the moment, reconnect for casting and verify the result.

Check if internet if fast and stable.

Try TV Reset from "Settings -> More Settings-> Reset".

The picture is just black and white

If you are using an external device with your TV for video input, please re-plug the cable to make sure it not a connection issue. Check if media and the source are okay.

Try TV Reset from "Settings -> More Settings-> Reset".

Incorrect/incomplete colours

Check the video source to see if it has the same problem when playing it on another device such as a phone, and If you are using a component connection, make sure that the component cables are connected properly.

Try TV Reset from "Settings -> More Settings-> Reset".

Picture freezes, distorted or delayed

Sometimes the unstable network environment may cause image transition lagging and you may need to check the resolution and fine-tune the watching experience.


Check if media and the source are okay.

Try TV Reset from "Settings -> More Settings-> Reset".


7. Freeze

Blank screen during normal use

1. Please confirm if the blank screen issue occurs in one App. If it is so, try to uninstall and reinstall it.

2. Check if the TV has updated and latest stable software "Settings->More Settings->About->Build", please clear cache, back up all the data and update to the latest OS version If not update using OTA.

3. Try TV Reset from "Settings -> More Settings-> Reset".

Freezing on third-party Apps

Please confirm if the issue occurs on a single third-party App or all the third-party Apps:

1. If it’s a single third-party App, it could be related to compatibility with the current system. Please uninstall the third-party App, clear cache and reinstall the latest version of the third-party App.

2. If it is with all third-party Apps, try updating the TV software and then try to reinstall those APPs.

3. Check if the TV software & Apps are up to date.

*Please make sure you have done data back-up and cleared cache before restoring the TV.


Freezing on preloaded Apps

1. Check if Network connection Is fast and stable.

2. Update the TV software using OTA and apps to latest version.

3. Try reinstalling apps.

4. Try TV Reset from "Settings -> More Settings-> Reset".

If not resolved, please contact support for help.

Freezing when I power-on the TV

1. Power off the device.

2. Please clear the cache and back up all the data and update it to the latest official OS version from OTA.


1. Power off the device and restart the TV.

2. Update TV software and apps to latest version.

3. Try TV Reset -> Settings -> More Settings-> Reset all the data and update it to the latest official OS version from OTA.


8. Reboot

Reboot in third-party Apps

Please confirm if the issue occurs on a single third-party App or all the third-party Apps:

1. If it’s a single third-party App, it could be related to compatibility with the current system. Please uninstall the third-party App, clear cache and reinstall the latest version of the third-party App.

2. If the issue is with all or multiple third-party Apps, try updating the TV software and then try to reinstall those APPs.

3. Try TV Reset from "Settings -> More Settings-> Reset".

4. Check if internet is fast and stable.

If not resolved, please contact support for help.

Reboot in preload Apps

* Please make sure you have done data back-up and Try TV Reset from "Settings -> More Settings-> Reset".


9. App Crash

Third-party Apps Crash

Please confirm if the issue occurs on a single third-party App or all the third-party Apps:

1. If it’s a single third-party App, it could be related to compatibility with the current system. Please uninstall the third-party App, clear cache and reinstall the latest version of the third-party App.

2. If it is with all third-party Apps, try updating the TV software and then try to reinstall those APPs.

3. Try TV Reset from "Settings -> More Settings-> Reset".

If not resolved, please contact support for help.

Reboot in preload Apps

* Please make sure you have done data back-up and cleared cache before restoring the TV.


10. Hanging

Hanging during normal use

Third-party Apps Hang

Preload Apps Hang

Please confirm if the issue occurs on a single third-party App or all the third-party Apps:

1. If it’s a single third-party App, it could be related to compatibility with the current system. Please uninstall the third-party App, clear cache and reinstall the latest version of the third-party App.

2. If it is with all third-party Apps, try updating the TV software and then try to reinstall those APPs.

Reboot in preload Apps

* Please make sure you have done data back-up and cleared cache before restoring the TV.


11. OTA

OTA update failed

System shows error message after OTA update

Enter into "Setting">"More settings">"About">"System update" then check for updates.

1. Check if network connection is fast stable and not exhausted.

2.Check if the TV is having stable and latest software and not rooted, please make sure you have done clear cache and back up all the data before performing a reset.

3. Check if any third-party security software is installed, which may cause OTA upgrade to fail. Because most of the third-party software comes with one-click authorization management, it is recommended to disable/uninstall the security software, if that doesn’t help please perform a rest after data back-up.


12.Third party App

Non playstore App cannot be installed correctly

Check if the permission of "unknown source" is enabled from settings.

1.Check if TV software is up to date. Check if the format of the APP is correct. It is recommended to download an app on the Google Play Store.

2. Switch between different channels for downloading. Try to clear up the platform data cache and reinstall the app.

3.Please make sure you have taken data back-up before performing a factory reset. Try TV Reset from -> Settings -> More Settings-> Reset.

APP cannot upgrade

Check if the permission of "unknown source" is enabled from settings.

1. Check if the format of the APP is correct. It is recommended to download an app on the Google Play Store.

2. Switch between different channels for downloading. Try to clear up the platform data cache and reinstall the app.

3. Please make sure you have done a clear cache and data back-up before performing a factory reset.

APP quits

1. Enter into "Settings">"Apps">"Application list" > to clear data and cache.

2. If the issue persists even after the above steps, try reinstalling the App.

3. Please make sure you have done a clear cache and data back-up before performing a factory reset.


13. Bluetooth

Unable to connect with Bluetooth

1. The device shows that the Bluetooth connection icon is there but it is disconnected. Try rebooting TV and reconnect.

2. If it is the same Bluetooth you once connected before and the error message shows wrong PIN code when reconnecting. Please cross check if the issue occurs with any other Bluetooth device. If it happens the same on other devices the root cause might be due to compatibility. Please try to update the OS of the TV.

1. Check if the Bluetooth device is available for pairing.

2. If Bluetooth device has paired earlier but it’s not working, you should cancel the paired device and try to re-scan the connection.

Bluetooth automatic disconnection

If the connected device is automatically disconnected.

1. Check it in which situation it occurs. Is it far away from Bluetooth devices?

2. Make sure the Bluetooth device is fully charged.

No sound while using Bluetooth to play music

The device shows Bluetooth has connected successfully, but the connected device has no sound when using.

1. Please check if the earphone or speaker intact , connected and are working on other devices when connected.

2. Please cross-check if the issue is solved after reboot.

3. Try TV Reset -> Settings -> More Settings-> Reset ensure to backup data before reset.

Other issues related to Bluetooth

The TV is stuck while playing music/video, try to turn off the Wi-Fi to check if the issue persists.

Check if it is too far away from the Bluetooth device during use (the distance should not exceed 10M).


14. Music and Videos

Music stuck

Check if a large number of programs are running in the background, which will cause insufficient memory. Please try to clear the background program to free memory.

Check if the TV has the latest and updated stable version of software and is not rooted, please clear cache, back up all the data and update to the latest OS version. Please make sure you have done clear cache and data back-up before performing a factory reset.

Check if online streaming if the network is fast and stable.

Music breaks

If the issue occurred with paired headphones, check if the sound effects software (such as tune) is opened or not. It is recommended to adjust or turn off the sound effects software.

Sound effects

There is no sound or the sound is too low even at maximum volume;

1)  Check the device's control panel (cable box, Netflix, DVD, etc.), ensure the network cable is well connected to your TV.

2) If the picture is good but there is no sound.

If you are using an external device, check the device’s audio output option. Check If your TV is connected to external audio like BT Speakers or earphones or Optical audio out, make sure the external device or TV are not in mute. Reboot the connected device by disconnecting and then reconnecting the device’s power cable.

Check source of video or audio has sound when played in other device.

Verify with different devices or connection methods for example Wi-Fi Bluetooth speaker / Optical out or HDMI ARC and so on.

3) If the speakers are making an odd sound. Make sure that the audio cable is connected to the correct audio output connector on the external device. For antenna or cable connections, check the signal information. A low signal level may cause sound distortions.

Video is not clear

Video quality relies on how good the source or player apps itself is, so you should check the player software version and ensure it up to date, and check if the TV channels have HD content.

Video payback stuck

Check if a large number of programs are running in the background, which may cause insufficient memory. Please clear the background program to free memory.


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