Frequently Asked Questions

Get answers to the most common questions.

[/vc_column_text][/vc_column][/vc_row][vc_row css=”.vc_custom_1525744628245{padding-top: 50px !important;}”][vc_column][vc_tta_tabs active_section=”1″ shape=”square” spacing=”5″ alignment=”center”][vc_tta_section title=”Home” tab_id=”1525743431838-6bc7a9e1-ee32″][vc_column_text css=”.vc_custom_1525744677892{padding-top: 100px !important;padding-right: 50px !important;padding-bottom: 100px !important;padding-left: 50px !important;}”]

Please select from the product lines above for all our FAQ and troubleshooting information.

If you can’t find what you’re looking for, contact the Hisense service center on 0302550000.

[/vc_column_text][/vc_tta_section][vc_tta_section i_icon_fontawesome=”fa fa-television” add_icon=”true” title=”Television” tab_id=”1525743431880-22eb8286-b995″][vc_column_text]

How do I install the base stand?

Make sure all accessories are in the box:

  • The stand
  • Base connector
  • Screws

You will need a screwdriver (Star) to connect the base stand to TV.

Why doesn’t my remote control the TV?

  • It could be a fault of the TV set Or the remote control
  • It is easy to test the remote control than the TV set

Note* Make sure to check that the batteries are working and that they are properly installed.

The easy way to test the remote control‘s infra-red LED is working or not, You would need to have a digital camera / camera phone to do the test.

Switch on the camera and face the remote control (LED side) to the camera lens and press the button on the remote control you will get the infra-red LED lighting up on the camera screen.

Test all the buttons and if they all are working then it would mean that the sensor on the TV set is not working or you could possibly have the wrong remote.

Why won’t my TV switch on?

  • Check if the power cable is connected to the TV set and to the mains (wall).
  • Check if the mains are switched ON.
  • Check the ON/OFF switch underneath the TV set is switched ON (If on you should get the standby light switched on)

Why does my TV switch off after some time?

This could be because the sleep mode has been selected / activated.

To deactivate the sleep mode press the Sleep Button on the remote control – and select off mode.

You have different sleep time options – 10 / 20 /30 / 60 / 90 / 120 / 180 / 240 minutes and the OFF function.

If there is no signal to the TV set for 15 minutes then the TV set will automatically switch off.

Why is there no picture on my TV?

Many inputs on a TV set means that more than one external device can be connected at the same time. e.g.: DVD, Blu-ray, decoders ETC…

Most of the time customers do not select the correct input source. e.g.: DVD player is connected on AV1 and the customer selects any other input beside AV1, they will not get any picture on the screen.

To select the input – Press source and select the correct input. E.g. AV1, AV2, HDMI1, HDMI2, ETC. If you on TV mode the tuned in channel need to be selected. EG CH1, CH2, CH3, ETC.

If still no picture is on the TV set – Check input and if external device is connected correctly and is switched ON.

If the customer uses TV (input) they would need to tune in the TV channels. When the TV set is switched OFF and ON – it will go to the last viewed channel.

Note: If the AV, HDMI input is selected and you press menu the TUNING option cannot be selected.

If all above is correct and still faulty, the TV set SHOULD BE BOOKED WITH THE NEAREST HISENSE SERVICE CENTRE

How to connect AV, HDMI, VGA, Component and SCART?

Let’s take a DVD / Blu-Ray player with HDMI, AV, VGA, Component and SCART outputs.

HOW TO CONNECT AV – Connect yellow from external device to TV set for picture. Choose the correct AV channel – Note the AUDIO LEFT and RIGHT out needs to be connected to the Input of the TV set.

If there is a 5.1 CHANNEL OUTPUT on the DVD / Blu-Ray player then the AUDIO (FL & FR) must be connected.

HDMI – HDMI is a single cable that transmits Audio and Video together from the external device to the TV set.

VGA – from the external device to the TV set only picture will be displayed – to receive sound you will need a 3.5mm stereo jack connect from the external device to the TV set.

COMPONENT connections – Consists of three COLOURS RED, GREEN & BLUE. This will only carry picture to get sound you will need 3.5mm mini input jack. If any of the colours are mixed or swopped – the picture will be Black & White / Rolling picture / no picture / etc.

How do I connect my TV to an Amplifier?

On the Hisense TV sets there is a Digital Coaxial audio output available on the side of the TV set (Colour of the jack is dark Orange) – Cable can be a single RCA cable.

If a customer has a digital Amplifier / Receiver with the Digital coaxial input then they can connect the digital coaxial output from the TV set to the AMP / REC to get the sound from the TV set – cable can be a single RCA cable.

If the customer is using the RF (antenna) to get the signal to the TV set then they could also make use of the headphone socket on the side of the TV set to get the sound out from the TV set to the REC / AMP – cable can be a 3.5mm stereo to two RCA or 3.5mm stereo to 3.5mm stereo (depend on external device)

Note if this option is used then the customer will not get any sound from the TV speakers

If the customer does not have the digital coaxial input on the AMP or REC and they have a satellite receiver, to receive the signal to the TV set. Then they would need to connect the audio out from the satellite decoder to the AMP / REC to get sound – Two RCA to Two RCA Cable.

You can also get audio out from the TV set by AV (RCA) audio out to the amplifier AUX or AV in.

How do I play my media via USB?

Plug in the USB/External HDD. Side or bottom back of the TV set.

Press source and Select DMP (Last option) or select/press DMP button on the remote control.

TV will display USB interface on the screen. You will be able to select Movie / Music / Photo, and then select the content you would like to play

Note*USB system supports FAT32 and NTFS file formats

Why do I get distorted sound or picture on TV mode?

If you pick up the signal / channels and the sound has a buzzing noise – this is a sound setting change that is needed. The sound needs to be changed to “I”.

If you pick up the signal / channels and the picture is in black and White / ETC – this is a colour setting change that is needed. The colour needs to be changed to “PAL”.

Why is my picture not working on HD?

  • Swap the existing cable with a “known-good” working cable.
  • Remove any HDMI switch boxes / repeaters and try connecting directly.
  • Restart the TV and external device in this order to force a new HDCP query from the external device. Sometimes the (connecting points – top left), Hotplug detect scheme doesn’t work properly.
  • As a last resort, swap / flip the cable around. (connect the side from the TV to the external device and side from external device to the TV set). Sometimes the HDMI cable gives a defect that causes it to be “directional.

Note*There are a lot of different types of HDMI cables and they all can affect the picture displayed a TV screen. The first thing to do when the picture is not clear / no picture and there is a HDMI cable connected from external device to the TV set (lines on screen/no/picture/colour/white spots/etc.)Check if HDMI cable is not damaged/bent or broken also check the connecting pins on both ends of the cable is not broken/damaged. The next step will be to change the cable or try another external device or another TV set

Why do I get a split image on 3D TV Screen?

If you are receiving a split image on you TV screen. This will mean that the content that is being played is in 3D, so you would need to put the TV set on 3D mode. To put the TV set on 3D mode:

  • Press menu
  • Go to option
  • Select 3D type.

Depending on the 3D content type played on the TV set, the progressive options will give you the best 3D experience

How to connect TV to the internet using a LAN cable?

How to connect to the internet using wireless?

How to connect to the internet using wireless

Hisense recommends using IEEE 802.11N router

connectToInternetWirelessThe Dynamic Host Configuration Protocol (DHCP) is a network protocol used to configure devices that are connected to a network (known as hosts) so they can communicate on that network using the Internet Protocol (IP).

Note*With any other support information contact the Hisense service center 0860-hisense (4473673)

How to setup the internet connection?

You can set up the connection Auto or manual:






[/vc_column_text][/vc_tta_section][vc_tta_section i_type=”material” i_icon_material=”vc-material vc-material-kitchen” add_icon=”true” title=”Refrigerators” tab_id=”1525743661885-6a0fab47-a08c”][vc_column_text]

Why can’t I use my touch screen on the fridge?

  • The touch screen could be locked, to unlock press the unlock button for 12 secs

Note*With any other support information contact the Hisense service center 0860-hisense (4473673)

Why is my water dispenser on my fridge leaking?

  • The water outlet valve could be faulty- Replace water dispenser valve
  • Check water dispenser seals
  • Check that the outlet valve plunger is not jammed

Why is there no water flow from my water dispenser?

  • The water outlet valve could be faulty- Replace water dispenser valve
  • Check that the outlet valve plunger is not jammed

Why does the light not come on in my fridge even though there is power?

  • Globe could be faulty-replace the globe
  • The door switch could be faulty or jammed (press with finger to check)

Why is my fridge vibrating/ making a noise?

  • Check if the fridge is level, if not adjust the feet
  • Check if there is enough clearance between wall/skirting board and the fridge

Why is my freezer over freezing/getting a buildup of ice?

  • Check temperature setting, make sure it’s not too low
  • Make sure the doors are 100% sealed
  • Switch unit off at the mains for a few hours

Why is there water leaking inside my fridge?

  • The drain pipe could possibly be blocked on the back bottom inside the fridge
  • The drain pipe could be cleared by inserting a thin knitting needle or braising rod down the drain pipe hole.

Note*With any other support information contact the Hisense service center 0860-hisense (4473673)

Why is my fridge getting too cold?

  • Readjust the temperature setting

Why is my fridge not cooling enough?

  • Adjust the temperature to a lower setting
  • Checked if the door is sealed
  • Make sure there are no warm food items placed in the fridge

Why is my fridge not cooling at all?

  • Adjust the thermostat
  • Listen if you can hear the sound of the compressor running
  • Listen if you can hear the compressor starting and stopping continuously

Why does my fridge not come on at all?

  • Check if the light comes on when you open the fridge door
  • Check plug point
  • Change plug to another socket
  • Check if other electrical devices works when connected to the same power point

If all of the above has been checked please contact service Centre on 0501238888

[/vc_column_text][/vc_tta_section][vc_tta_section i_type=”material” i_icon_material=”vc-material vc-material-local_laundry_service” add_icon=”true” title=”Washers” tab_id=”1525743693747-ae763c79-acc2″][vc_column_text]

Why is there a red light on with FP on display?

This is a draining fault, to resolve you would need to clean the pump.


To clean the pump, do the following:

  • Stop the machine and unplug it.
  • Depending on the model remove the plinth by holding it tightly on both side, pushing it downward and tilting to the side. Or, push down on the tabs provided on both sides and remove it
  • Place a container beneath it
  • Open the filter but do not remove it completely
  • Slowly turn the filter counter clockwise until the water begins to drain out
  • Wait until all the water has drained
  • Now unscrew the filter completely and remove it
  • Clean the filter and filter chamber
  • Check that the pump rotter moves freely
  • Reinsert the filter and screw it colockwise
  • Pour about one liter of water in the detergent draw
  • To reactivate the eco system
  • Check that the filter is inserted properly and securely
  • Reinstall plinth
  • Plug in appliance and stat the program

Note*With any other support information contact the Hisense service center 0501238888

Why does it show FH on my screen with a red light?

This means that the tap of the water supply is closed.

Why does my washing machine not wash?

  • Check that it is not over loaded with clothes
  • Make sure the door is closed 100%

Why is my washing machine making a noise and/or moving around?

Check to see if the transport bolts have been removed:


Check if the washing machine is level:


If not Adjust legs.

[/vc_column_text][/vc_tta_section][vc_tta_section i_icon_fontawesome=”fa fa-mobile” add_icon=”true” title=”Mobile” tab_id=”1525743712557-ebc84764-eeea”][vc_column_text]

Where do I download games and applications?

You will use Google play store to download games and applications.

The icon looks like this: googlePlay

How do I use my phone as a modem either via tethering (cable) or WIFI Hotspot (Wireless)?

Tethering is the ability to connect your phone to a PC using a USB and utilise it as a modem.

If tethering is not working

  • Connect your PC to the phone using the provided USB
  • Wait for the Auto play to give you options
  • Select Open Folder to view files
  • Double-click the HisensePhoneUSBDriverSetup.
  • Install the drivers
  • Unplug and reconnect the USB cable
  • Activate the tethering.

Hotspot is the phones ability to broadcast a Wi-Fi signal and allow other devices to use it to connect to the internet. This feature is useful to connecting multiple devices to your phone for them to utilise the internet connection.


How do I connect to a WIFI connection?

To connect to Wi-Fi, you need to have the WLAN switched on.

  • In Settings select Wireless & Networks
  • Make sure the WLAN option is ticked
  • Select WLAN settings,
  • Select the Wi-Fi signal within range and if it’s secured you will need the password for it.
  • Select connect

Why can’t I log onto the internet or use any of my internet based applications?

The phone’s internet settings are either incorrect or they are worn and need to be replaced

To get new internet settings please do the following:

  • The Phone automatically gets settings from the service provider when a new Sim card is inserted. If the phone has the worn internet settings, switch off the phone, remove the battery and Sim card/s, replace the battery and switch on the phone without the Sim card/s. Once it’s finished booting up, switch it off and replace the Sim cards and switch it on. The phone should give you a message about configure a new card, select okay and your settings should be automatically updated.

Why can’t I pick up other Bluetooth devices with my phone?

  • Ensure that the Bluetooth wireless feature is activated on your device.
  • Ensure that the Bluetooth wireless feature is activated on the device you wish to connect to, if necessary.
  • Ensure the device Bluetooth is set to discoverable.
  • Ensure that your device and the other Bluetooth device are within the maximum Bluetooth range (10 m).

Why do I get an error message when I try to use my camera?

Your mobile device must have sufficient available memory and battery power to operate the camera application. If you receive error messages when launching the camera, try the following:

  • Charge the battery or replace it with a battery that is fully charged.
  • Free some memory by transferring files to a PC or deleting files from your device.
  • Ensure that the camera is saving to the right memory (Phone or SD card)
  • Start the camera by selecting the icon from your home screen or opening the
    • Application menu
    • Press the camera settings button.
    • Select the memory you want to use.
  • Restart the device. If you are still having trouble with the camera application after trying these tips, contact a Service Centre.

Why does my phone get so hot?

When you use applications that require more power or use applications on your device for an extended period of time, your device may feel hot to the touch. This is normal and should not affect your device’s lifespan or performance.

Why does the battery icon on my phone keep flashing and why won’t it charge?

  • Your battery is low. Recharge or replace the battery to continue using the device.
  • The battery terminals may be dirty. Wipe both gold colored contacts with a clean, soft cloth and try charging the battery again.
  • If the battery will no longer charge completely, dispose of the old battery properly and replace it with a new battery (refer to your local ordinances for proper disposal instructions).

Why can’t I call someone from my contact list?

  • Ensure that the correct number is stored in the contact list.
  • Re-enter and save the number, if necessary.
  • Ensure that you have not set call barring for the contacts phone number

NB* To access and adjust call barring settings please contact your network service provider

Why can’t people hear me when I make a call?

  • Ensure that you are not covering the built-in microphone.
  • Ensure that the microphone is close to your mouth.
  • If using a headset, ensure that it is properly connected.
  • When is the call screen make sure that the mute button is NOT selected

Why is my sound quality so poor?

  • Ensure that you are not blocking the device’s internal antenna.
  • When you are in areas with weak signals or poor reception, you may lose reception. Move to another area and try again.

Why is my incoming calls not connecting?

  • Ensure that your device is turned on.
  • Ensure that you have accessed the right cellular network.
  • Ensure that you have not set call barring for the incoming phone number

Why is my outgoing calls not connecting?

  • Ensure that you have pressed the Dial key.
  • Ensure that you have accessed the right cellular network.
  • Ensure that you have not set call barring for the phone number you are dialling

Why are my calls dropping?

When you are in areas with weak signals or poor reception, you may lose your connection to the network. Move to another area and try again.

Note*With any other support information contact the Hisense service center 0501238888

Why does my device freeze constantly?

If your device freezes or hangs, you may need to close programs or reset the device to regain functionality.

If this does not solve the problem, perform a factory data reset. In Idle mode, open the application list and select Settings → Privacy → Factory data reset → Reset phone→ Delete all.

To physically factory reset the phone:

  • Remove the battery, and then replace the battery.
  • While holding down the ‘down’ volume button press the power button, keep the volume button held until you see and android being unpacked out of a box.
  • Press the home button when you the warning triangle
  • Depending on your needs select the correct option using the volume buttons and the menu button to select.

Reminder: Please backup your contacts and SMS to your Memory card before resetting the phone. Factory data reset will erase all your personal information in the mobile phone.

Why does my touch screen respond so slowly?

If your device has a touch screen and the touch screen is not responding properly, try the following:

  • Remove any protective covers from the touch screen. Protective covers may prevent the device from recognizing your inputs and are not recommended for touch screen devices.
  • Ensure that your hands are clean and dry when tapping the touch screen.
  • Restart your device to clear any temporary software bugs.
  • Ensure that your device software is upgraded to the latest version.

If the touch screen is scratched or damaged please contact the service center on 0501238888

Why do I see network error messages on my screen?

When you are in areas with weak signals or poor reception, you may lose reception. Move to another area and try again.

Ensure your phone is registering to the right network:

  • Click the menu button
  • The select Settings
  • Select “Wireless and Networks”
  • Ensure “Airplane” mode is not selected (ticked)
  • Select “Mobile Networks”
  • Select the correct Sim card( if two are installed)
  • Select “Network Operators”
  • The phone will scan for available network operator signals.
  • Choose the “Select Automatically”
  • Phone should register on the correct network

Note*With any other support information contact the Hisense service center 0501238888

Where would I find my PIN2 number?

You would need to contact your network service provider

Where would I find my PUK number?

On the Sim card packaging near the pin number

If you do not have your PUK number you would need to contact you network service provider

Where would I find my pin number?

On the SIM card packaging

If you do not have your pin number you would need to contact you network service provider

[/vc_column_text][/vc_tta_section][vc_tta_section i_type=”material” i_icon_material=”vc-material vc-material-local_cafe” add_icon=”true” title=”Appliances” tab_id=”1525743832631-7dc61a0e-ce7a”][vc_column_text]

Why does my microwave have no power?

  • Check that the wall switch is on
  • Try to plug the microwave in a different socket
  • If the microwave is plugged into an extension lead try to plug microwave directly into the wall socket or test other appliances in the same extension lead
[/vc_column_text][/vc_tta_section][vc_tta_section i_type=”material” i_icon_material=”vc-material vc-material-toys” add_icon=”true” title=”Air Condition” tab_id=”1574932468232-2c6e8c3c-dc02″][vc_column_text][/vc_column_text][/vc_tta_section][vc_tta_section i_icon_fontawesome=”fa fa-volume-up” add_icon=”true” title=”Sound System” tab_id=”1574933660253-22928063-d779″][vc_column_text][/vc_column_text][/vc_tta_section][/vc_tta_tabs][/vc_column][/vc_row]