| Please note: the information contained within this guide is general in nature, and some of the information and functions mentioned in this guide may not be applicable to your TV. |
The best first step in rectifying any issues or finding out more about your TV is determining your TVs model number.
Once you have determined your TVs model number, you can search it in our Help Centre for information specific to your exact TV. Searching your model number can help find your products user guide, firmware updates, specific troubleshooting, compatibility information and more.
To find your TVs model number, check the sticker on the back of your TV. Your model number will typically start with the letters "KALED", for example, "KALED55XU9220STB".
Please note that the sticker will also contain your serial number, which is often the same as your model number but with extra numbers, for example, "KALED55XU9220STB1234". This is specific to your TV and searching for it in the Help Centre will not produce any results.
For more information on where you can find your products model number, please check here:
Contents And How To Use This Guide
This guide contains the answers to some common TV questions and some general troubleshooting.
If your TV is experiencing any of the following issues, it is recommended that you try the steps outlined in Hard Reset, Factory Reset & Firmware Upgrade:
- Bootlooping or unexpected restarts
- Freezing or lagging
- Freezing during boot up
- App problems
- Incorrect Settings
Otherwise, you can jump to specific troubleshooting below.
General Troubleshooting and FAQ
The following three steps can resolve many common issues with smart TVs, including:
- Bootlooping or unexpected restarts
- Freezing or lagging
- Freezing during boot up
- App problems
- Incorrect Settings
If you are experiencing any of these issues, please attempt the below three steps in order,
Hard Reset
Hard resetting, also known as power cycling, involves disconnecting your TV from power and turning it on. The TV will not actually power up, but this process can remove residual power stored in the TV and as a result clear the short-term memory of the TV. Clearing this memory can resolve all sorts of software issues with your TV.
To complete this process, follow these steps:
- Unplug the TV from the power and leave it for 10-15 minutes
- Press and hold the power button on the TV - if applicable - or on your remote for 5 seconds
- Connect the TV to power and turn it back on
Factory Reset
Factory resetting involves clearing data from the unit to restore it to the same condition as it arrived out of the box. This can resolve issues that have been caused by corrupted data.
Many smart TVs will have an option to perform a factory reset through the TV settings. Consult your user guide for further information. To find your user guide, search your products model number in the help centre or click here for more information.
Firmware Upgrades
Updating or reinstalling the firmware in your TV can resolve all sorts of issues with Smart TVs.
Even if your TV is running the latest firmware, it is highly recommended that you perform this step as doing so deletes any problematic apps that may be affecting performance, and resets the TV completely.
Search for your TV's model number into the search bar at the top of your screen for specific firmware updates.
The firmware instructional guide specific to your TV will contain instructions on how to install your firmware, but we have also created a generalised video guide which you can view here:
Smarter TVs (or Android TVs) can also be updated with the instructions below:
| FAQ | Answer |
| What picture settings should I use? | |
| I am having resolution problems, my TV does not look 4K |
Is My TV 4K? How do I set up 4K? Why Doesn't My 4K TV Look 4K? |
| There is static, glitching or freezing when I watch live TV | |
| My TV is not clear or the colours are incorrect | |
| There are black or coloured spots on my TV's panel |
What is Your Stuck and Dead Pixel Policy for LED TVs, Monitors and Digital Photo Frames? |
| The image doesn't fit on my screen correctly or there is a white line on the screen |
How Do I Fix Overscan, Underscan, Letterboxing, Or A White Line At The Bottom Of My Screen? |
| FAQ | Answer |
| I am having trouble connecting to the internet or my internet connection is dropping out or causing buffering | WiFi and Internet Troubleshooting For Smart TVs |
| My SmarterTV wifi connection is lost during standby | |
| I am unable to connect my Bluetooth device to my TV | Bluetooth Connection Issues with Smarter TVs |
| FAQ | Answer |
| How do I connect my surround sound system or soundbar to my Kogan TV? | Connecting your TV to a Soundbar or Sound System |
| My TV is not responding to the remote control | My remote is not working, how can this be fixed? |
| Can I use my phone to control my TV? | How Do I Use My Android Device As A Universal TV Remote? |
| I would like to use a universal remote, what is the code for Kogan TVs? | Code for Universal Remotes |
| How do I install the batteries in my Kogan SmarterTV Remote? | How do I install the batteries in my Kogan SmarterTV Remote? |
| How do I use the voice assistant via my remote? | How can I pair my remote with my Smarter TV for voice assistant? |
| How do I check if my Active 3D Glasses are working? | How do I check if my Active 3D Glasses are working? |
| FAQ | Answer |
| My TV is plugged into power, but it will not power on when I turn it on | My TV is not turning on and doesn't seem to have any power. |
| The TV is on, but it does not respond to the remote | My Remote is Not Working |
| The TV turns on and I can see video, but there is no audio coming out of the TV | My TV has Picture but no Sound |
| The TV turns on and I can hear audio coming from the TV, but there is no video | My TV has Sound but no Picture |
| FAQ | Answer |
| Netflix - What Is It and How Can I Use It? | Netflix - What Is It and How Can I Use It? |
| Freeview Plus - What Is It and How Can I Use It? | Freeview Plus - What Is It and How Can I Use It? |
| I am getting the error "This device is not optimised for Netflix" when I try to download the Netflix app | I am getting the error "This device is not optimised for Netflix" when I try to download the Netflix app |
| FAQ | Answer |
| I am having problems viewing free-to-air digital television | Why am I not receiving channels? Why is my TV signal weak? TV Reception Issues |
| How do I use Freeview Plus catchup TV? | Freeview Plus - What Is It and How Can I Use It? |
| Which Kogan TVs are Freeview compatible? | Freeview Plus Compatibility with Android TVs |
| FAQ | Answer |
| How do I connect my surround sound system or soundbar to my Kogan TV? | How to Connect your TV to a Soundbar or Sound System |
| FAQ | Answer |
| How do I use my TVs built-in chromecast? (if applicable) | Using Your TV's Built-in Chromecast |
| Can I Use The Chromecast With Google TV’s Remote With A Kogan TV? | Can I Use The Chromecast With Google TV’s Remote With A Kogan TV? |
| FAQ | Answer |
| I would like to mount my TV onto a wall, which wall mount is suitable for my Kogan TV? | Which Wall Mount is Right for My TV? |
| What is HDMI-ARC? | What is HDMI-ARC? |
| What is HDMI CEC? | What is HDMI CEC? |
| What is HDMI-EDID? | What is HDMI-EDID? |
| FAQ | Answer |
| Is Foxtel 4K Supported on My TV? | Is Foxtel 4K Supported on My TV? |
| How do I use 4K HDR with my Xbox or PlayStation 4? | How do I use 4K HDR with my Xbox or PlayStation 4? |
| How do I record onto a storage device using my TV's PVR? | |
| How Do I Setup A Storage Device To Record Using My TVs PVR? | |
| How can I use my TV as a secondary display for my computer? | How can I use my TV as a secondary display for my computer? |
| Can I Browse The Internet On My Android TV? | Can I Browse The Internet On My Android TV? |
If the information in this article has not resolved your issue, or if you have any other questions or concerns, please contact our Customer Care Team, we will be happy to help.