YouTube app doesn't launch, freezes, or an error message appears | Sony USA

IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

You may experience streaming issues with the YouTube™ app for several reasons. This information is provided to help you resolve these issues.

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Common issues:

The message YouTube is unavailable. Please try again later appears on the TV screen.
The message YouTube has stopped appears on the TV screen.
The app gets stuck on the start screen (doesn’t launch).

Note: These issues may appear when trying to use the YouTube app immediately after the TV was in standby mode. Because the TV takes a few seconds to reconnect to your internet network, in this case, try selecting CANCEL or exit the app and then try again.

Network conditions and internet connection

Network conditions or your internet connection are often the cause of video streaming issues. Check the following:

There may have been a temporary network problem, try closing the YouTube app, then re-open it and try again.
Your internet connection may be running slow or experiencing a connection problem. Reset your modem/router by removing the power for about a minute, reconnecting power and turning it back on, and waiting until the connection is established before trying again.
Test your internet connection using another device (smartphone, tablet, computer, etc.) to verify your internet is working and the speed is fast enough for streaming YouTube content. For the YouTube recommended internet speed, check the YouTube support website for troubleshooting video errors, buffering, and freezing.
Make sure your TV is connected to the internet. For internet connection issues, perform a network diagnosis on your TV.

Additional troubleshooting

Power reset or power restart of the TV.
- To perform a power reset:
  - Turn off the TV, unplug the power cord for two minutes, then turn on the TV
    
    Note: Skip this step if your power cord is not accessible.
- To perform a power restart, select an option:
  - Restart the TV using the supplied remote control. Follow the steps according to your TV options:
    - Press and hold the POWER button until Power off appears on the screen
    - Press and hold the POWER button until a menu appears → select Restart
  - Restart the using the TV menu. Follow the steps according to your TV menu options:
    - On the supplied remote control, press the (Quick Settings) button, then select Settings → System → Restart → Restart
    - On the supplied remote control, press the HOME button, then select Settings → About → Restart → Restart
    - On the supplied remote control, press the HOME button, then select Settings → Device Preferences → About → Restart → Restart
Clear the app data and cache or initialize the YouTube app.

This issue may be resolved by clearing the app data and cache or initializing the YouTube app. These steps may vary depending on your TV model and the software version installed. If you need model-specific information to perform any step, check your manual.

Manuals are posted on your model support page.

Android TV™ models

Review the short video tutorial or skip to the provided steps.

Steps to clear the data and cache and perform a forced stop of the YouTube app:
1. Open the Settings screen.
  How to access Settings
  - Using the Quick Settings button (For models released in 2019 or later)
    1. On the supplied remote control, press the (Quick Settings) button.
    2. Select Settings.
  - Using the HOME button
    1. On the supplied remote control, press the HOME button.
    2. Select Settings.
2. Under the TV category, select Apps.
3. Select YouTube.
4. Select Clear data, and then OK.
5. Select Clear cache, and then OK.
6. Select Force stop.
7. Open YouTube from the Home screen.
Non-Android LCD / LED TV models

These steps will vary depending on the TV model year and menu options:
- 2015 and newer models
  Review the short video tutorial or skip to the provided steps to initialize personal information:
  - Video tutorial.
  - Steps to initialize personal information:
    1. Press the HOME button.
    2. Scroll to Settings.
    3. Select Customer Support.
    4. Scroll down and select Initialize Personal Information.
    5. Select OK.
    6. If the issue still occurs, perform Refresh Internet Content.
      1. Press the HOME button.
      2. Select Preferences.
      3. Select Setup.
      4. Select Network.
      5. Select Refresh Internet Content.
    7. 2013 or 2014 models
      Steps to clear cache and delete all cookies or clear cookies:
      1. Press the HOME button.
      2. Scroll to Applications or All Apps.
      3. Run the Internet Browser app.
      4. Press the Options button and select Browser settings.
      5. Scroll down to Clear Cache and Delete All Cookies or Clear Cookies.
      6. Select YES.
    8. Software updates are often provided to improve function and performance. Check your TV for the latest software update.
      Downloads are posted on your model support page.