Sony Support

Article ID : 00291236 / Last Modified : 09/28/2023Print

App icons such as YouTube don't appear or have disappeared from the list of apps on my TV

    The streaming services on your TV may have changed or require you to perform a Refresh Internet Content procedure. In some cases, the service for that app may have ended, or it may have disappeared from your list of apps on your TV but is still available for download.

    Note: Make sure that the TV is connected to the internet. If your internet connection has a problem, app icons may disappear. Refer to the Perform network diagnosis to troubleshoot internet connection article to diagnose connection issues.

    Service provider changes

    1. Check if the app is still available for download. If it is, download it.
    2. If the app you are looking for is not available for download, support for that app on your device may have been discontinued. Contact the streaming service provider to see if support for your device has been discontinued.

    Note: If YouTube™ is no longer available on your TV, refer to the Termination of the YouTube App on Certain Televisions and Video Products annoucement for more information.

    Refresh Internet Content

    Note: For Google TV and Android TV models, skip this step because they don't have a Refresh Internet Content option.

    App icons may disappear just after purchase, a TV reset, or if a new service content update is installed.

    1. Press the HOME button on the remote.
    2. Select Settings.
    3. Select System Settings.
      Note: For the models released in and before 2014, skip steps 3 and 4.
    4. Select Set-up.
    5. Select Network.
    6. Select Refresh Internet Content.

    Additional troubleshooting steps

    If your issue continues, try these additional steps. After each step, see if the issue is resolved before trying the next step.

    1. Reset your modem and router:
      1. Turn off and disconnect power from the devices for 30 seconds or more.
      2. Reconnect and then turn on the devices to re-establish your internet connection.
      3. Perform the Refresh Internet Content procedure again.
        Note: For Android TVs and Google TVs, skip this step.
    2. Perform a power reset:
    3. Perform a software update to obtain the latest software:
      Notes:
      • The channel line-up, apps, or available stations on an Internet video device may unexpectedly change. To avoid issues in which available channels are being skipped, make sure that the latest system software (firmware) update has been installed.
      • If the latest software is already installed, No updates available or The Most current update is being used will appear.
    4. Reset the TV to the original factory settings:
      App icons may disappear when the TV is suffering a glitch. Perform a factory reset and initialize the settings:
    Notes:
    • For TVs other than Google TV or Android TV models: If the TV displays an error code, additional troubleshooting steps may be required.
    • For all TV models: Another reason that an Internet video app may disappear or be removed from the menu is if the internet settings change. The internet setting may change for the following reasons:
      • The TV is being used in a different country or region from where it was purchased. Internet video apps are region-based and may not work in different countries or regions.
      • The network settings, such as the Internet Protocol (IP), can be changed by the Internet Service Provider (ISP). In this case, resetting the network equipment and redoing the network setup from the TV menu may be necessary.
      • The ISP was replaced or changed. Even if the network hardware stays the same, reset the network equipment and redo the network setup from the TV menu.