If your audio isn’t working, or if something sounds a bit off, then check out these steps. Make sure to follow along in order until the problem is sorted!
Check for known issues
Visit our updates and alerts for info on any known sound issues. If you spot your issue, please follow the advice to sort it.
Check the channel and app
See if there’s an issue with the channel or player app you’re watching. To do so, check if you can hear sound on a different channel or player app. If you can, there could be an issue with the channel you’re trying to watch.
Check for issues with your TV
- Check the volume: Make sure the volume on your TV isn’t muted or turned down too low.
- Remote control: Double check your remote control batteries and volume buttons are working.
- External devices: If you're using external devices (like a soundbar or speakers), make sure they’re properly connected and turned on.
- Internal source: If using a soundbar or speakers, try switching your audio settings to the internal TV speakers. If you hear sound, the issue is probably with your external device.
- Audio settings: Check the audio settings on your TV and any connected devices. You can find the sound settings by visiting the Settings menu and selecting Sound.
What should I do if the sound is distorted or crackling?
- Soundbar or speaker placement: Check the TV speakers aren’t covered or obstructed and have proper ventilation.
- Cable check: Check all audio cables for any damage or loose connections. Replace them if needed.
- Audio settings: Adjust the TV's audio settings, such as equaliser settings, to see if it improves the sound quality.
Reset your TV
If you’ve gone through the above and something’s still not right, resetting your TV may help.
Turn off your TV using your remote and restart it after 30 seconds. If the problem isn’t fixed, turn off your TV and the power off at the wall, leaving it for about five minutes (get a cuppa while you wait!). When you turn the power back on, the TV will reboot its software, usually sorting out the issue.
Is your software up to date?
Keep your TV software updated to enjoy all the latest Freely features. It also means any bugs will be fixed.
How to update your TV
Go to Settings on your TV and find the Software Update option (usually under System or a similar menu). For more details, check out your manufacturer manual. Make sure your TV stays on until the update is over.
How to update Freely
Freely should update automatically as new updates become available, meaning you always have the latest version.
To check for the latest version, visit our software updates page.
If you need to update manually, click on the Settings menu gear icon on your TV Guide (at the top right of the screen) and select Software Updates. This will check for the latest software and give you the option to update.
How to update player apps
Player apps should update automatically, meaning you’ll always have the latest version. If this doesn’t happen, check your TV’s app store for the latest updates. Update your app if there’s one available.
How to reinstall Freely
If none of the above steps work, try reinstalling Freely on your TV. Follow the steps below:
- Press Home on your remote
- Navigate left on your remote to the Settings menu
- Select System
- Select Application Settings
- Select Freely
- Select Uninstall App
- Once it’s been uninstalled, return to your home screen, select the Freely app, and follow the on-screen instructions to reinstall it.
Factory reset
If you’ve tried everything but nothing’s working, you may have to reset your TV to its factory settings.
The steps may vary depending on your TV, but they usually include the following. Check out your manufacturer manual for more info.
- Visit the Settings menu on your TV.
- Usually under options such as System or Support, you’ll find the Reset to Factory Default option. Select and follow the on-screen instructions to reset.
IMPORTANT!
Carrying out a factory reset will delete all data from your TV. This will include any recordings, login info, and any settings you had saved.
Once you’ve finished a reset, you’ll need to run through the initial setup for your TV from the start. For more info, visit our How do I set up Freely FAQ.
Get in touch with manufacturer
Gone through the above steps and still having issues? Reach out to the TV manufacturer's customer support team for help or to book in a repair.