Nvidia SHIELD User manual

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.
SH
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.

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
accessories and look for "SHIELD remote" in the list. If it
has the message "Battery: Good" underneath it, then your SHIELD Remote is
sufficiently charged to receive a software update.
If your SHIELDController won't connect with your SHIELD TV, follow these
instructions to connect SHIELD controller.
If SHIELDController is charged and still does not connect, restart SHIELD and
repeat the instructions.
If SHIELDController 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 SHIELDController and your
other accessories..
If these steps don't fix the issues, please contact NVIDIA support.

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
accessories and look for "SHIELDController" in the list. If
it has the message "Battery: Good" underneath it, then your controller is
sufficiently charged to receive a software update.
If your Bluetooth accessory won't connect with your SHIELD TV, try the
troubleshooting steps below. Try to connect your Bluetooth accessory after
each step.
1. Turn your Bluetooth device off, then turn it back on.
2. Restart your SHIELD TV.
NOTE Connecting file transfer Bluetooth devices such as smartphones, tablets
and laptops to SHIELD is not supported.
If your controller is not turning on after charging it, follow these steps:
1. Press and hold the NVIDIA button for 20 seconds and
release.
2. Press the NVIDIA button.

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 SHIELDController or Remote.
•If you're using SHIELD TV with a separate AV receiver, check that
the TV is connected to the AV receiver properly. If you hear sound from
the TV but not the receiver, there may be an issue with the connection.
•Some HDMI to DVI/VGA adapters may not support audio. If
possible, connect your SHIELD TV to an HDMI port on your TV without
using an adapter.
•Try using a different HDMI input on your TV for your SHIELD
TV. Many TVs have several HDMI ports.
•If you are using headphones plugged into SHIELDController or
SHIELD Remote, you will be unable to hear AC3 and Dolby audio
formats.
•Update to the latest SHIELD system update and receiver
firmware.
•If multiple audio output devices are connected to your SHIELD TV
simultaneously, see the audio/mic routing policy.
•Restart your SHIELD.

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. Keep changing your TV input source until you get
to the HDMI input with SHIELD TV on it.
•Try using a different HDMI port. Connect your SHIELD TV to a
new HDMI port, and change the source or input on your TV to match the
new port.
•Try using a different HDMI cable. High Speed HDMI cables and
HDMI cables shorter than 3m are recommended.
•Check that your TV has an HDCP-compatible HDMI port. Some
content requires HDCP.
•Update to the latest SHIELD system update and TV firmware.
•Some HDMI to DVI adapters may not support video. If possible,
connect your SHIELD TVto an HDMI port on your TV without using an
adapter.
•Restart your SHIELD.
Refer to Optimize Video Performance.

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
app to help prevent accidental or unwanted
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.
You can change your payment method or add a new one before making
purchases on Google Play. Here's how you can change your payment
method using your Android TV.

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. If not, there may be an issue with the router.
•If your router is having issues in general, update your router
firmware.
•If you're using a Wi-Fi network at a business, hotel, or school, you
may have trouble connecting. Networks at these locations don't always
work with SHIELD TV. Contact the people in charge of the Wi-Fi
network for assistance.
If your Wi-Fi network does not appear on the SHIELD
If you don't see your Wi-Fi network listed, your network name (SSID) may be
hidden.
NOTE If you are setting up your SHIELD for the first time, when
you get to the Wi-Fi network as part of on-screen setup, start at
Step 4 below.

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.
This generally happens because of poor networking. Please make sure you
meet the network requirements to run GeForce NOW.
For an amazing GeForce NOW experience, we recommend the following:
•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-with-
geforce-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. You should contact your
Internet Service Provider (ISP) to see what you can do to improve it. Also,
check to see whether you have an NVIDIA GameStream™-Ready 5 GHz Wi-
Fi router: http://shield.nvidia.com/routers
Yes, your last game state will be saved. You can start another game session
and load one of your saved games.
GeForce NOW allows you to play a single game session up to 2 hours. After
that you will be disconnected from GeForce NOW. If you receive this
message we recommend you save your game immediately. You can then
start another game session and load one of your saved games.

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-with-
geforce-now
•NVIDIA GameStream™-ready 5 GHz Wi-Fi router
This error message indicates some problems with your Wi-Fi router. Here are
some suggested steps to improve it:
•Make sure you are connecting to your router at 5 GHz mode.
Newer routers allow users to connect at 2.4 GHz and 5 GHz. The
router's settings menu should allow you to set up a separate SSID for 5
GHz mode.
•Use an NVIDIA GameStream™-ready 5 GHz Wi-Fi router. These
products have been tested to work with GeForce NOW.
•Move closer to your Wi-Fi router. The farther away you are from
your router, the lower the signal, which will degrade your Wi-Fi
performance.
•Try to get better line of sight to your router. Obstacles inside your
home, such as walls and floors, can affect Wi-Fi performance.

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. After this folder is deleted,
reboot the device, then retry the download and installation of the update.
If your TV screen is blank, your SHIELD TV may be on, but stuck in sleep
mode. You'll see a light on the top of your SHIELD TV if your device is on.
If your SHIELD is not waking up, check your power connections. Unplug your
power cable, wait 10 seconds and plug the power cable back into your
SHIELD.
If you have a lot of apps or games on your SHIELD TV, you may run out of
storage space. If you are out of space on your device, you'll get a notification
the next time you try to install a game or app from the Play Store.
If you run out of space but you'd like to install new apps or games, you have to
uninstall some of your other apps or games or else attach an external hard
drive.

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.