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Before using this troubleshooting guide, make sure that your SHIELD

updated with the latest system update, available automatically if your

SHIELD is connected to the Internet.

If you are unable to resolve the issues you are having with the troubleshooting

steps in this guide, you may find a resolution in the

GeForce Experience

Forums > SHIELD section.

If you are still unable to resolve the issues you are having, please contact

NVIDIA support.

If your SHIELD Remote won't connect with your SHIELD TV, follow these

instructions to connect SHIELD remote.

If SHIELD Remote is charged and still does not connect, restart SHIELD and

repeat the instructions.

If SHIELD Remote still does not connect , follow these steps.

1. On the SHIELD TV Home screen, select

SHIELD

accessories

2. Select "Forget all accessories" > "OK."

3. Repeat the instructions to connect SHIELD Remote and your

other accessories.

If these steps don't fix the issues, please

contact NVIDIA support.

Summary of content (12 pages)

PAGE 1
Before using this troubleshooting guide, make sure that your SHIELD is updated with the latest system update, available automatically if your SHIELD is connected to the Internet. If you are unable to resolve the issues you are having with the troubleshooting steps in this guide, you may find a resolution in the GeForce Experience Forums > SHIELD section. If you are still unable to resolve the issues you are having, please contact NVIDIA support.
PAGE 2
If your SHIELD Remote fails to apply a software update, your SHIELD Remote battery may need to be charged. Charge your SHIELD Remote until the battery is sufficiently charged. To check to see if your SHIELD Remote is sufficiently charged, from the SHIELD TV Home screen, select SHIELD and look for "SHIELD remote" in the list. If it accessories has the message "Battery: Good" underneath it, then your SHIELD Remote is sufficiently charged to receive a software update.
PAGE 3
If your controller fails to apply a software update, your controller battery may need to be charged. Charge your controller until the battery is sufficiently charged. To check to see if your controller is sufficiently charged, from the SHIELD TV Home screen, select SHIELD and look for "SHIELD Controller" in the list. If accessories it has the message "Battery: Good" underneath it, then your controller is sufficiently charged to receive a software update.
PAGE 4
If there's no sound when you're using your SHIELD TV, try the troubleshooting steps below. Try playing a video or song after each step to see if your sound is working. • If you are using a monitor, check that your monitor has an audio output. Many monitors do not have audio output, and require headphones or speakers. • Check that your TV's sound or AV receiver isn't muted. • Check that Android volume isn't muted. Increase the volume on your SHIELD Controller or Remote.
PAGE 5
If there's nothing on the screen when you try to use your SHIELD TV, try the troubleshooting steps below. • Check that your SHIELD TV is plugged in all the way. Check the power cord and HDMI cable. • Check that your TV is turned on. The green light will be illuminated if SHIELD TV is on. • Check that your SHIELD TV isn't in sleep mode. • Check that your TV's source input matches the HDMI port where your SHIELD TV is plugged in. HDMI ports are usually labelled on the back or side of a TV.
PAGE 6
Refund policies for content you bought on Android TV depend on the type of content. Learn more about the detailed refund policy for each type of content offered on Google Play. You can use password protection on the Google Play Store to help prevent accidental or unwanted app purchases on your Android TV. Your password is the same as what you use to sign in to Gmail or Google Play on your computer. Learn more about how to prevent accidental or unwanted purchases.
PAGE 7
Here are some troubleshooting steps if your SHIELD TV won't connect to the Internet. If your Wi-Fi network appears on the SHIELD If you see your Wi-Fi network listed but can't connect, try the following: • Ensure that your SHIELD TV is not connected to your network via Ethernet. An Ethernet connection automatically disables Wi-Fi networking. • Make sure you're using the correct network password. • Restart your SHIELD. • Check if other devices can connect to the Wi-Fi network you're using.
PAGE 8
Here's how to add a hidden network: 1. From your SHIELD TV Home screen, select Network Settings . 2. Select Wi-Fi. 3. Find or select Add new network. 4. Enter the network name (SSID) and other security details, if needed. Here are some troubleshooting steps if your SHIELD TV won't connect to the Internet. • On your SHIELD TV Home screen, check that the Network Settings Ethernet symbol appears: . • Check that your Ethernet cable is connected from your SHIELD TV to your router or Ethernet port.
PAGE 9
• Home network with 60 ms or less ping time to a GeForce NOW server. Please visit this website to find out where our GeForce NOW servers are located: http://shield.nvidia.com/game-streaming-withgeforce-now • NVIDIA GameSream™-ready 5 GHz Wi-Fi router GeForce NOW performs a network test each time you launch the app to determine your current network performance. There may be problems with your network at different times during the day.
PAGE 10
Please make sure you meet the network requirements to run GeForce NOW. • Internet connection with at least a 10 Mbps download speed • Home network with 60 ms or less ping time to a GeForce NOW server. Please visit this website to find out where our GeForce NOW servers are located: http://shield.nvidia.com/game-streaming-withgeforce-now • NVIDIA GameStream™-ready 5 GHz Wi-Fi router This error message indicates some problems with your Wi-Fi router.
PAGE 11
Yes. If you reconnect within five minutes to the GeForce NOW server, you will rejoin your game where you left off. If a SHIELD system upgrade fails to install, it may be due to the download of the upgrade image being corrupted. One way to resolve this is to delete the local data for the update from the device, forcing it to download a fresh copy. To do so, use any file explorer app (such as ES File Explorer) to delete the OTA folder located in: Local\NVIDIA\App\OTA.
PAGE 12
Here's how to uninstall apps or games: • On the SHIELD TV Home screen, navigate to your app and press and hold the select button. • Press down on the D-pad until the app hovers over the "uninstall" region. • Press select again to complete the uninstallation.