Before proceeding with any troubleshooting steps, you'll need to identify which version of the Xumo TV interface you have. This will help ensure you follow the correct steps for your device.
There are two ways to identify your version:
- Press the
button on your remote or scroll down to the Settings tile on your home screen.
- If the first item in the Settings menu is Closed captions, follow the instructions for the Berry version.
- If the first item in the Settings menu is Picture and sound, follow the instructions for the Teal version.
- Look for one of the following logos in the top-left corner of your TV screen:
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If you see this logo, follow the instructions for the Berry version.
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If you see this logo, follow the instructions for the Teal version.
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To resolve a specific issue with your Xumo TV, use the links below:
Troubleshooting steps for each Xumo TV logo:
- How do I troubleshoot and manage power settings on my Xumo TV?
- I’m having video or audio issues with my HDMI device. How can I fix it?
- How do I restore my Xumo TV’s factory settings?
- How do I restart my device?
- How do I refresh my apps?
- How do I clear my locally stored data?
Universal troubleshooting steps:
- What should I do if I see a specific error code on screen?
- The software update is taking a long time to finish, what should I do?
- I don’t see app icons or images on the home screen. What do I do?
- Why is the screen dark after I plug in my TV?
- Why is the activation link or code not working?
Troubleshooting steps for the Berry version
How do I troubleshoot and manage power settings on my Xumo TV?
Your Xumo TV offers several customizable power settings to help you control how and when your TV turns on, stays on, and powers off.
Wake TV with casting
To turn on your TV by casting from a mobile device:
- Go to Settings > Device settings > Power preferences.
- Enable Wake with media casting.
⚠️ Enabling this feature increases power usage while the TV is in standby mode.
Disable auto-off
By default, your TV powers off after eight hours of inactivity. To keep it on continuously:
- Go to Settings > Device settings > Power preferences > Auto-off.
- Set to OFF.
⚠️ If your TV is on HDMI, Composite, or Antenna input with no signal, it will still turn off after 15 minutes to conserve energy.
Set a sleep timer
To schedule your TV to turn off after a set time:
- Go to Settings > Screensaver > Sleep timer.
- Choose your preferred duration.
Turn off the standby light
To disable the LED light that stays on when your TV is in standby:
- Go to Settings > Device settings > Power preferences > Power light.
- Set to Off.
Choose a default input
To select which input your TV uses when it powers on, see Assign a default input to your Xumo TV.
I’m having video or audio issues with my HDMI device. How can I fix it?
First, make sure your HDMI cable is working. You can check by connecting the HDMI cable to a different TV or monitor.
If the HDMI cable is working, and there is still no sound or you are having video issues with your HDMI device, power cycle your devices:
- Power off both your TV and your HDMI device.
- Unplug the power connections, wait 60 seconds.
- Re-plug both devices back into the power outlet.
If the power cycle didn't work, the problem is likely an incompatibility between your older device and the TV's high-speed Standard (2.0+) settings. To fix this, change the HDMI compatibility mode to Compatibility (1.4) by following these steps:
Change HDMI Compatibility Mode
- Go to Settings > Antenna and inputs.
- Go to HDMI (number) > HDMI compatibility for the input your device is connected to.
- Select Compatibility.
If you are using an external speaker connected to the S/PDIF (optical audio) output or the HDMI-ARC/eARC input on your TV and you are having audio issues, try changing the Digital audio output setting to PCM:
Change Digital Audio Output to PCM
- Go to Settings > Picture and sound > Audio settings > Digital audio output.
- Select PCM.
How do I restore my Xumo TV’s factory settings?
Restoring factory settings wipes your personal preferences and removes the TV from your Xumo account, and signs you out of all apps and subscriptions. Your current subscriptions or purchases will not be affected. If you decide to use your TV after restoring factory settings, you’ll need to sign into your apps again to watch them.
Restore from Settings Menu
- Go to Settings
- From your TV’s home screen, select the Settings icon or press and hold the
button and say "Settings" into your voice remote.
- From your TV’s home screen, select the Settings icon or press and hold the
- Navigate to Factory reset
- Go to Device Settings > Factory reset.
- Confirm Reset
- When prompted, select Yes, restore.
Once your TV’s factory settings have been restored, you’ll be shown the welcome screen and be prompted to set up your TV again.
Factory reset your TV from panel button
- Hold the panel button on the bottom of the TV for 30-35 seconds.
- Let go of panel button and wait (this may take up to a minute).
- A factory reset will occur.
Once your TV’s factory settings have been restored, you’ll be shown the welcome screen and be prompted to set up your TV again.
How do I restart my device?
Restarting your Xumo TV can help resolve a variety of common issues and improve overall performance.
- Go to the Settings menu from your home screen or press and hold the
- Go to Device settings > Power preferences > Restart.
Your screen will go black and turn off. The restart may take a few minutes before turning back on automatically.
How do I clear my locally stored data?
You can delete all locally stored data by third-party apps from your device memory. Clearing the data could include an app login information, or historical data, such as game progress and recently watched from your device.
- Go to the Settings menu from your home screen or press and hold the
- Go to Privacy > Locally stored data.
- When prompted, select "Yes, restore now."
Troubleshooting steps for the Teal version
How do I troubleshoot and manage power settings on my Xumo TV?
You can use these settings to manage power preferences on your Xumo TV:
Turn on your TV by casting from a mobile device
To wake your TV automatically when casting from a mobile device:
- Go to Settings > Startup and standby.
- Enable Wake by casting.
Note: Enabling this feature lets other devices wake your TV when casting. Turning this feature ON will also turn on Network standby mode.
Prevent auto standby
By default, your TV powers off after eight hours of inactivity. To keep it on continuously:
- Go to Settings > Startup and standby > Auto standby.
- Set to Never.
🔌 If your TV is on an HDMI or Composite input with no signal, it will still turn off after 5 minutes to conserve energy — even if Auto standby is disabled.
Set a sleep timer
To automatically turn off your TV after a set time:
- Go to Settings > Startup and standby > Sleep timer.
- Choose your preferred duration.
Turn off the standby LED
To disable the red LED light that stays on when your TV is in standby mode:
- Go to Settings > Startup and standby > Standby LED.
- Toggle to Off.
Choose a default input when TV powers on
To select which input your TV uses when it turns on, see Assign a default input to your Xumo TV.
I’m having video or audio issues with my HDMI device. How can I fix it?
First, make sure your HDMI cable is working. You can check by connecting the HDMI cable to a different TV or monitor.
If the HDMI cable is working, and there is still no sound or you are having video issues with your HDMI device, power cycle your devices:
- Power off both your TV and your HDMI device.
- Unplug the power connections, wait 60 seconds.
- Re-plug both devices back into the power outlet.
If the power cycle didn't work, the problem is likely an incompatibility between your older device and the TV's high-speed Standard (2.0+) settings. To fix this, change the HDMI compatibility mode to Compatibility (1.4) by following these steps:
Change HDMI Compatibility Mode
- Go to Settings > Connected devices > HDMI inputs.
- Scroll down to Older device compatibility.
- Select which input you would like to use the device (for example, a DVD player).
Note: If your external speaker is connected to the back of the TV (using the optical cable or HDMI-ARC/eARC) and you are experiencing audio issues, you may need to adjust a setting. Try changing the Digital audio output setting to PCM by following the steps below:
- Go to Settings > Picture and sound > Sound > Optimal audio output.
- Select PCM Stereo.
How do I restore my Xumo TV’s factory settings?
Restoring factory settings wipes your personal preferences and removes the TV from your Xumo account, and signs you out of all apps and subscriptions. Your current subscriptions or purchases will not be affected. If you decide to use your TV after restoring factory settings, you’ll need to sign into your apps again to watch them.
Restore from the Settings menu:
- Go to the Settings menu from your home screen or press and hold the
- Go to System management > Reset & updates> Factory reset on your TV.
- An “Are you Sure?” screen will appear. Click Continue.
Once your TV’s factory settings have been restored, you’ll be shown the welcome screen and be prompted to set up your TV again.
Note: After restoring your TV’s factory settings, you will have to reset your remote. Visit Controlling and troubleshooting your Xumo TV remote for instructions.
Factory reset your TV from panel button
- Hold the panel button on the bottom of the TV for 30-35 seconds.
How do I restart my device?
Restarting your Xumo TV can help resolve a variety of common issues and improve overall performance.
- Go to the Settings menu from your home screen or press and hold the
- Go to System management> Resets and updates> Restart device.
Your screen will go black and turn off. The restart may take a few minutes before turning back on automatically.
How do I refresh my apps?
Refreshing your apps will update all the existing apps on your device and add any new apps that have been made available for Xumo TV.
- Go to the Settings menu from your home screen or press and hold the
- Go to System management> Resets and updates> Refresh apps.
- When you click Refresh you will see the text “Your apps are being refreshed” under the Refresh apps tile.
- When refresh is complete you will see a screen saying "Your apps are on their way. Please wait."
Note: Refreshing apps can take a few moments to complete, but you can still use all your TV's other screens and menus while you wait.
How do I clear my locally stored data?
You can delete all locally stored data by third-party apps from your device memory. Clearing the data could include an app login information, or historical data, such as game progress and recently watched from your device.
- Go to the Settings menu from your home screen or press and hold the
- Go to System management > Resets & updates > Locally stored data.
Universal Troubleshooting Steps
What should I do if I see a specific error code on screen?
Error codes like ENT-310XX, BOE-3001/BOE-9001, or AUTH-99002 typically indicate issues with your internet connection or how you're connected to the Xumo service.
Basic Troubleshooting Steps
To resolve the issue, follow these simple steps:
- Check your internet connection: Make sure your internet is working properly on another device.
- Restart your modem: Unplug the power cord from the back of the modem, wait for 30 seconds, then plug it back in and wait for the modem to restart.
- Try again: After restarting your modem, try what you were doing again to see if the error code persists.
Improving Your Connection
For a more stable connection, consider the following:
- Use an Ethernet cord: Connecting your device directly to the internet router using an Ethernet cord can provide a faster and more reliable connection.
- Avoid using hotspot connections: Hotspot connections can be less stable and may cause issues. Use a wired or Wi-Fi connection from your home network if possible.
What to do next
If the error code persists after following the steps above, you may need to:
- Check for any outages or maintenance in your area.
- Contact your internet service provider for assistance with your connection.
- Reach out to one of our Live Xumo Chat Support agents by selecting Start Chat at the bottom of this page. Agents are available 24/7.
Troubleshooting the update error ENT-410XX
If the update takes longer than 30 minutes or fails:
Look for error code ENT-410XX. This error typically occurs during a software update and means the TV is unable to finish downloading or installing the latest software, likely due to a slow or unstable internet connection. Here's how to fix it:
- If you're using Wi-Fi, try switching to a wired Ethernet connection for a more stable and faster download.
- Avoid using mobile hotspots.
- Update the software manually using a USB drive. See Update your Xumo TV for instructions.
Note: Apps will not be available while the TV is updating in the background. If you need help resolving this error, reach out to one of our Live Xumo Chat Support agents by selecting Start Chat at the bottom of this page. Agents are available 24/7.
The software update is taking a long time to finish, what should I do?
When setting up your Xumo TV for the first time, it may take 15 minutes or more to download and install the latest software. During this process, your TV may reboot multiple times — this is normal. Please wait until all reboots are complete before using the TV.
I don’t see app icons or images on the home screen. What do I do?
This can happen due to issues with your local network configuration, which prevents images from loading correctly.
First, try loading this link in your web browser while connected to the same network as your TV. You should see the following image:
If you can't see the image:
- Reboot your router and try the link again.
- If you still cannot see the image, try changing your primary DNS server to 8.8.8.8 (Google’s DNS server) in your router settings.
- If that doesn’t work, try disabling your firewall in your router settings.
Note: You may need to work with your local network administrator if you use a shared network.
If you can see the image:
- Reboot your device.
- If your device still isn’t showing app icons or images after a reboot, try using an Ethernet cable or adjusting the position of your device or router to get a better Wi-Fi connection.
Why is the screen dark after I plug in my TV?
If your TV screen stays dark after plugging it in or restoring power (like turning on a power strip), it’s likely because the TV was turned off before losing power. In this case, the TV will start in Standby mode when power returns.
This is intentional to prevent the TV from turning on unexpectedly after an event like a power outage. To use your TV, simply press the Power button or Home button on your remote or the TV itself to turn it on.
Why is the activation link or code not working?
If you’re having trouble activating your TV, try requesting a new activation code. Make sure you’re going to the exact website address (URL) that is displayed on the TV screen to enter the activation code.
Note: The activation code will only work on the URL that is displayed on your TV.