Frequently Asked Questions

Most issues encountered with the set up of a new television or sound bar can be addressed by reviewing your Owners Manual or by reviewing the Frequently Asked Questions (FAQs) noted below. If these resources do not resolve your inquiries, we encourage you to connect with a member of our customer service team by clicking the chat icon in the lower righthand corner of your screen.

Q: My television won't power on. What could be wrong?

A: Make sure your power cord is firmly plugged into both the back of the TV and the power outlet. Some models have a power switch on the side of the TV; make sure it is in the ON position. If you are trying to turn on your TV using the remote control, make sure you are using new batteries and that they are inserted properly. On universal remote controls, first press the TV button on remote control, and then press the POWER button.

Q: When I turn off my television, there is a white flash on the screen. Is this normal?

A: Yes, this is normal. That is the LCD backlight powering down.

Q: I only see a blue screen when I turn on the TV.

A: The incorrect Source has been selected. Press the SOURCE button to select the source you would like to use (cable, HDMI, etc.).

Q: I'm trying to set up my cable/satellite remote to work with my television. What is the manufacturer's code for my Element TV?


DirecTV: 10178

Time Warner Cable: 10178

Comcast: 10178

Cox Communications: 10178

Dish Network: 627, 659, or 505

Please refer to your corresponding remote control guide. 

Q: I want to pair my universal remote to my Element TV. What are some common remote codes to try?

A: First, follow the remote setup steps provided by your universal remote supplier. Then, try starting with the most common code: 11687
If that code doesn’t work, here are a few others to try: 121831186412964, and 13559
If there is another code listed for Element in your universal remote control guide, please try that code as well. Still having trouble connecting your universal remote? Please reach out to our Customer Support team via the chat button in the righthand corner of your screen.

Q: I opened the box and an accessory was missing. What do I do?

A: Please call our Customer Support team at 844.842.3577 to receive a replacement part, or start a live chat by clicking the chat button in the lower righthand corner of your screen.

Q: How do I get to the TV channels I want?

A: Your new TV has to search for channels during the initial start-up phase. For more details, follow the Channel Programming/Auto Scan portion of the User Manual. If applicable, please consult with your cable or satellite provider as well.

Q: I have everything connected, but there is no picture or sound?

A: Make sure all cables are firmly connected into your television and your external AV sources. After you have made all connections, press the INPUT or SOURCE button on either the TV or the remote and choose the correct source. Make sure your cable, satellite, or set-top box is turned on. If these steps fail, try a different set of cables.

Q: I have sound with no picture.

A: Make sure all cables are firmly connected into your television and your external AV source. After you have made all connections, make sure the sound input matches the video input. If you are trying to view a TV station, switch to another station because some channels may be having broadcast difficulties. Check to make sure the brightness/contrast settings are correct by entering the main menu and adjusting.

Q: I have picture with no sound.

A: Make sure the television is not muted. Check all cables to ensure they are firmly connected into the TV and your external AV source. After you have done so, check to see that the video input matches the sound input. Increase the volume on either the remote control or TV. If you are trying to view a TV station, switch to another station because some channels may be having broadcast difficulties.

Q: I can't control my television with my current remote control.

A: Check to see that the television is still plugged in to the outlet. If you have a television with a universal remote, be sure to select the TV mode on the remote. If the remote still does not work, reset the remote by removing and reinserting the batteries – assuring the batteries are installed in the correct position. Then, press the power button down for 30 seconds. If the problem still exists, try replacing the batteries. If you have reset or changed the batteries in a universal remote control, you will need to reprogram the remote for the TV and other units.

Q: My picture is not filling the screen. I have black bars around my picture.

A: This is due to the aspect ratio. An increasing amount of digital TV programming and movies are presented in widescreen (16:9). Make sure your aspect ratio is set accordingly. To change the appearance of the screen press the ASPECT button and cycle through the options, selecting the one that best fits your TV.

Q: Why am I getting a black square in the center of my television screen?

A: The Closed Caption function is set in the “text” mode. To remove it, access Closed Caption through the MENU button and change the Mode setting from “text” to “off.”

Q: On some channels I am getting another language or sometimes no sound at all.

A: That would indicate that the MTS mode on your unit is set to “SAP” mode. We suggest setting the MTS mode to either “stereo” or “mono.” For further instruction, please see Audio Adjust or Multi-channel TV Sound (MTS) in your User manual.

Q: I lost my Manual, Quick Start Guide, Warranty Card, Remote Control Guide, or other material. Where can I find another one?

A: Product support materials for your TV can be downloaded on the Element’s website. Click on the SUPPORT tab to access these materials.

Q: I currently receive digital cable from my cable company. Isn't that HDTV?

A: Many Cable TV companies use the term “digital cable” to refer to the digital compression which allows them to provide more analog channels. It does not necessarily mean they are providing an HDTV signal. Contact your service provider to learn more about HDTV programming packages.

Q: Do I need additional equipment to watch HDTV broadcasts on my HDTV TV?

A: In order to view over-the-air (OTA) HDTV broadcasts, you need to be within the reception area of a TV station broadcasting HDTV signals. Your cable or satellite provider may also offer HDTV channels as a part of their service.

While you have the HDTV source, please connect through the component ports (YCbCr) to get 480i, 480p, 720p, 1080i Video Format. If you plug a regular antenna or standard cable directly to the coaxial (TV) port of the TV, you may not be able to display signals in HD. You may need to have a set-top box or high definition cable box to send the HD signal to the TV. For antenna or standard cable, connect the coaxial RF cable to the coaxial port on the set-top box and then connect the component video cables and the composite audio cables to the component and audio outputs on the set-top box and the component (YCbCr) and audio inputs on the TV.

Q: What if I currently subscribe to a digital satellite service provider?

A: All satellite service providers (DirecTV, Dish Network and Voom) have HDTV programming available. Contact your service provider to learn more about HDTV programming packages.

Q: What do interlace (1080i) and progressive (720p) mean?

A: The “i” in 1080i stands for interlaced and “p” in 720p stands for progressive. 1080i and 720p represent two different methods used to display HDTV video on a screen. When video is interlaced, a single video frame only draws every other line. If you numbered each horizontal line in a 1080i frame from 1 (as the top line) to 1080 (as the bottom line), each successive video frame alternates between drawing the odd-numbered lines and the even-numbered lines. Therefore, a display supporting a 1080i format may draw all of the odd-numbered lines (totaling 540 lines) in one frame, and then draw the 540 even-numbered lines in the next frame. This format is used by CBS and NBC.

A display supporting 720p format will sequentially draw all 720 lines in each frame. You will notice a difference in picture depending on whether the program is being shown using the progressive or interlaced method. ABC and FOX use this format. 4:3 is considered traditional TV aspect ratio. This is the screen’s width compared to its height. 16:9 and 16:10 are considered widescreen, which are similar to a movie screen rather than a traditional 4:3 TV.

Q: Are LCD TVs subject to screen burn-in?

A: In rare situations, yes. This is also known as image persistence. In LCD TVs, it is less permanent than it would be in plasma TVs or CRTs. If you experience image persistence, turn off your TV for at least 15 minutes or until the image persistence has disappeared.

Q: What is the difference between an HDMI cable and a DVI cable?

A: An HDMI (High-Definition Multimedia Interface) cable carries both digital video and digital audio. It lets you connect any digital audio and video source, such as a DVD player or set-top box to any digital audio and video display device such as a digital television (DTV), with a single connecting cable. A DVI (Digital Visual Interface) cable carries digital video only. Consequently, to get both video and audio using a DVI cable, you would have to connect your digital source and digital display device with three cables: the DVI cable, and cables for the left and right audio channels. A simple adaptor lets you connect a DVI source to a HDMI display device.

At this point, relatively few digital source devices have HDMI out jacks. However, HDMI is supported by most leading electronics manufacturers, and as a result, HDMI will probably become the industry standard in the near future.

Q: Can I use RCA cables for the component video connections??

A: Yes. You can use RCA cables for component video connections. However, the quality of your picture will be somewhat better if you use the proper component cables.

IMPORTANT: Regardless of which cables you use, be careful to connect the color-coded outputs on your external AV source to the color-coded inputs on your TV. Meaning, connect the red component outputs to the red component inputs, connect the green component outputs to the green component inputs, and connect the blue component outputs to the blue component inputs.

NOTE: You will still need to connect the audio separately. Component connection is for video only.

Q: Why am I only receiving my local stations when I have cable?

A: Interference may be causing poor picture quality or static. To remedy this, you may try moving any infrared equipment away from the television. Make sure all cable connections are secure and that the cables are working correctly. If you are experiencing noise or ghosting during cable or satellite broadcasts, try switching to another TV station as some channels may be having broadcast difficulties.

Q: My remote control is not working or only works when I am close to the TV.

A: Make sure you are using new batteries and that they are inserted correctly. Your remote will operate up to 16 feet. away from the television, as well as up to 30 degrees from center in either direction. Make sure you are operating the remote within this range.

Q: I have connected an external AV source to my television and I get no picture and/or sound.

A: Make sure to connect the cables to the correct outputs on your external AV source and the inputs on your television. Press the INPUT or SOURCE button to select the input mode that corresponds to your connection to the external AV source. Ensure your external AV source is on. Check for the correct settings in the Audio Select menu on your TV.

Q: What if I don't use satellite and my local cable company doesn't offer HDTV programming?

A: All satellite service providers (DirecTV, Dish Network and Voom) have HDTV programming available. Contact your service provider to learn more about HDTV programming packages.

Q: How do I activate the Closed Caption feature?

A: Press the MENU button on the main unit or on the remote. Then, press the UP or DOWN buttons to select Setup menu. Press > or OK to enter. Use the UP or DOWN buttons to select the Closed Caption option. Use the < or >buttons to adjust the setting. Please be aware that CC for different apps (Netflix, etc.) are only available inside the app.

Q: How do I scan for channels?

A: Press the MENU button to display the main interface. Use the ARROWS to highlight TV Settings. Continue to use the ARROW buttons to cycle among the different options. Select Auto Scan once it is highlighted. Depending on the TV signal, the scanning process can take up to 10 minutes.

Q: How do I connect my Element Smart TV to wifi?

A: Press MENU to display main interface. Using the ARROW buttons, highlight TV Settings and press OK. Use the ARROW buttons to select Network to enter & adjust the option setting. Highlight WIFI and press OK to search available networks. Select the desired one and press OK. Enter the correct password and select Connect. When you first connect your Element TV to the network, a setup menu will pop up. You will need to confirm and hit Next to enable the interactive TV menu. Use the ARROW buttons to select Enable/Disable the interactive TV. Press OK to confirm.

Q: How do I download new applications to my Element Smart TV?


Roku TV: add new apps in Roku menu by adding corresponding channel in the Streaming Channels selection.

Amazon FireTV: add apps in the default Amazon Store by selecting Home followed by Apps.

Android TV: apps can be downloaded from Google Play Store.

Q: Why is the talk feature not hearing me on my Element Android TV?


  • Check your network connection.
  • Check your device set up.
    • Try to move your Android TV device, router, and/or modem away from physical objects that could be blocking your Wi-Fi signal – especially closed cabinets or home entertainment centers.
  • Restart your Android TV and network connections.

Q: What personal data do I have to give to access all the possible features on my Element Android TV?

A: All personal information will be clearly prompted before being collected and used.  Different apps will have different needs as well as unique user agreements.  Users can choose based on each app whether to agree or refuse use of personal data.

Q: What if I do not have a Gmail or Google account? Can I still use my Element Android TV?

A: If you do not have a Gmail or Google account you can still use the Android TV to watch cable/local television, as well as download and use apps that are not associated with Google or the Google Play Store.  However, the Google Play Store, Google Play Movie, & TV Google Play Music can only be accessed with a Google account.  Certain features – such as downloading apps from the Google Play Store – are therefore unavailable unless you are signed in with a Google account.

  • Signing up for a Google account is quick and easy.  Simply follow the link below for information on how to set up an account:

Q: How do I switch between different Google accounts / users on my Element Android TV?

A: You can switch Google accounts from Settings>Accounts. On the Accounts page, you can add or switch between Google accounts.  You can also use this page to sync account data.

Q: Can I connect my iPhone to my Element Android TV, or is it only Android devices?

A: You can install the Android TV Remote App from the Google Play Store or the App Store.  The Android TV Remote App will allow you to connect Android and iOS devices with your Android TV.  However, the Remote App currently has limited functionality on iOS due to certain design restrictions such as the voice function not yet being available on iOS devices.

Q: How do I enable and disable TTS (text-to-speech) on my Element TV?

Below are the step-by-step instructions to enable or disable this feature:

  1. Press on your remote to open the main screen.
  2. Scroll up or down and select Settings.
  3. Press the right arrow button and select Accessibility.
  4. Press the right arrow button and select Voice Guide or Video Description.
  5. Press the right arrow button and select ON to enable or OFF to disable the text-to-speech or Video Description feature.

Your Element TV has a built-in Audio Guide, which includes Text-to-Speech and Video Description. Text-to-Speech, or TTS, is a form of speech synthesis that converts written text into a spoken voice output. This allows visually impaired people to listen to digital content that they are unable to read. Once this Text-to-Speech feature is activated, the Audio Guide will read out text, menu items, and other on-screen items. Video Description is audio narration added to a TV or movie soundtrack describing key visual elements that blind or visually impaired viewers might otherwise miss. Such elements include settings, scene changes, speaker identification, clothing, facial expressions, actions, and onscreen text. Once Video Description is activated, Audio Guide will describe key visual elements by audio narration.