Direct answer
Sound without any menu or picture points away from the app and toward backlight, panel or video-processing hardware. If menus appear, isolate the source and input instead.
What this covers
- The observed symptom matches this record
- Customer-accessible settings, connections and external components
- Diagnosis before reset, deletion or component replacement
What it does not cover
- ×A model-specific error code with a different documented meaning
- ×Internal electrical, battery-cell, gas, refrigeration or sealed-component repair
- ×A guarantee that every model exposes the same control label
Capture the exact symptom
ReversibleTry the TV menu and a built-in app, then look for a faint moving image with room lights dimmed.
Run the smallest isolation test
ReversibleRemove HDMI devices and power-cycle the TV; compare built-in content with one direct source.
Correct only the proven cause
ReversibleFix the external cable/input only when menus and built-in content are visible. Leave backlight and panel work to qualified service.
Verify before changing anything else
ReversibleConfirm a stable TV menu, then stable built-in and HDMI pictures separately.
Evidence ledger
Sources behind this answer
Visible sources support the visible claims. Home Product Support records the publisher, the fact used and the review date; community reports can suggest an issue but do not become a published fact on their own.
Exact questions
Common follow-ups
What should I check before resetting anything?+
Try the TV menu and a built-in app, then look for a faint moving image with room lights dimmed.
What is the safest isolation test?+
Remove HDMI devices and power-cycle the TV; compare built-in content with one direct source.
When should I stop troubleshooting?+
Disconnect the TV for smoke, electrical smell, liquid exposure or a cracked panel.
Answer for the exact device and software version shown above.