Chosen Solution
First off, apologies for incorrect device selected, my device was not there - it is a Kogan 50" 4K UHD HDR LED Smart TV Android TV™ (Series 9, XU9220) If anyone can help me, that would be great. This tv is 7 months old and wall mounted (high, so out of reach of our children) - so it is under warranty but if its something able to be solved then I’d prefer not to have to return. 2 days ago, the screen went black but sound was still working. Switching to youtube had the same result. Turning it off and on eventually resulted in having picture but not sound. I left it off and contacted the retailer. The next day (before any response) I tried the tv and it worked again without issues, I left it on the screensaver when not using it to keep an eye on if it went black and it did not. The retailer responded with a troubleshooting link which we had tried prior to making contact. However, given that the tv was choosing between sound OR picture suggests there’s nothing wrong with the speakers or the backlight, I assume. This afternoon it is back to happening again. Does anyone have any suggestions as to what may be wrong? I dont want to have to take it down and send it back, only for them to find nothing wrong with it especially as it worked all day yesterday without any problem. Thanks in advance!
Hi, What is the signal source for the TV, antenna, media streaming device, pvr etc? If NOT an antenna then perhaps try connecting a dvd player to the TV and check if you lose video, audio or both when playing a dvd, (or another signal source other than what is connected now) If not it may not be the TV it could be the signal source that is the problem. I realize that the TV in only 7 months old but check if it has the latest firmware installed. Only suggest this as an updated firmware version may have been released after the TV was made and the TV hasn’t been updated. The user manual should show how to view the firmware version in the TV settings. I think it may be found in Settings > Device permissions > About but maybe not ;-) Unfortunately the link I posted doesn’t say what version is in the download. Normally most TV firmware won’t install if the downloaded firmware is an earlier or the same version as what is already installed. If there is an auto update feature and the TV is connected to the internet, use that as it will definitely install the correct updated version if necessary.
