Question:

What should the customer do if their TV freezes during the initial setup process on Step 7?

Answer:

If the customer is having issues during inital setup where the TV is freezing on Step 7 follow these steps:

1. During Step 7 have the customer disconnect the network.
   • Wired network: Unplug the ethernet cable.
   • Wireless network: Disconnect the power from the router if wireless.

Important: Do not power off the TV.

2. The TV should skip past Step 7 after the network connection is terminated.

   Note: If the TV does not skip past step 7 after this have the customer press INFO and MUTE at the same time.

1. Once the initial setup is complete reconnect the customer to the network. A software update is available to fix this issue have the customer check for a software update after reconnecting to the network.

Terms:

Wired network - A type of internet connection that uses an Ethernet cable to connect devices directly to the modem/router.

Wireless network - A type of internet connection that allows devices to connect wirelessly to the modem/router through Wi-Fi signals.

Router - A device that forwards data packets between computer networks.

Modem - A device that converts digital signals into analog signals and vice versa for internet connectivity.

Ethernet cable - A type of networking cable used to connect devices to a local area network (LAN) or Internet.

Software update - A patch or upgrade released by manufacturers to improve performance, fix bugs, or address security vulnerabilities in electronic devices.