Article ID : 00118393 / Last Modified : 02/06/2020

Can't access the Google Play Store, Movies & TV, Music (Google play), YouTube, or Games apps

    IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

    Your TV must have an internet connection and the correct date and time to access network services from the Google Play™ Store, Movies & TV, YouTube™, and Games apps.

     

    Making sure your TV is connected to the internet

    Note: The steps for your model may vary, if model specific information is needed to perform any step, check your device .

    Use the Help menu to test the internet connection to your TV using one of the following steps:

    • Using the Help button on the remote.

      1. On the supplied remote, press the Help button.
      2. Select Problem diagnosis.
      3. Select Internet connectivity symptoms.
    • Selecting Help from the Home screen or Apps menu.

      1. On the supplied remote, press the HOME button, then select Help.
        • If Help isn't shown, choose Apps and then press the center (enter) button, then select Help.
      2. Select Problem diagnosis.
      3. Select Internet connectivity symptoms.

      Check the results to verify that your internet connection is working.

    Date and time settings

    Make sure your TV is set to the correct date & time.

    Note: If the date and time settings aren't set correctly, the following functions may not work properly.

    • Search/Voice Search
    • Voice Actions
    • Backdrop (screen saver with scenic pictures)