Support - 'No Information' or 'Loading' in the guide


'No Information' or 'Loading' in the guide
This is usually a tell-tale sign that your Sony TV is disconnected from the internet. Give these steps a try and we’ll see if we can connect you:
  1. Check your cables
    Depending on your setup, you may be using one of these methods of connection. Follow the instructions according to your setup:
    • Direct Ethernet cable
      Check the cable hasn’t been damaged and is firmly connected to the back of your YouView box and to the back of your router.
    • Powerline Adapters
      Check both adaptors are plugged in and powered on. Make sure the Ethernet cables are connected firmly to the adapters, your router and your YouView box and all 3 lights on both adapters are on.

      We recommend connecting your powerline adapters directly to a wall socket instead of an extension lead for the best results.
  2. Restart your router
    The simple old trick of restarting your router can help resolve this issue. Switch it off at the plug for 30 seconds and turn it back on. Give it a minute or two to warm up then check if you’re reconnected.

    Warning icon Please don't leave this page while your router is restarting as you won't have any internet access.

    Using Powerline Adapters?
    Make sure you switch both adapters off for 30 seconds and then turn them back on. Give them a minute to reset and all the lights will come back on.
  3. Restart your TV
    The old “switch it on and off” routine. Overused but it can often help resolve the issue. Press and hold the YouView button on your remote for 8 seconds, then let go. Your TV will then begin to restart.
  4. Check your network connection status
    You may be successfully connected to your router but you may not have Internet access.

    Check your connection status:
    1. Press the HOME button on your remote
    2. Scroll down to Settings
    3. Select Network
    4. Select Advanced settings
    5. Select Network status
    6. Select Check connection
    7. Choose Yes

    Here you can see if you have internet access.
  5. Further help
    We didn’t think you’d end up here, but thanks for trying all the above steps. If you need further assistance, please drop a message on our community forum and you will receive the help you need. 
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