Start with the symptom
Distinguish a failed list refresh from an account with no assigned categories.
On LG webOS TV, begin with a precise description of when the symptom occurs. Keep one source and one account selected, then change one part of the setup. That makes the result useful to both you and support.
Checks for LG webOS TV
Record the TV model, year or system version and the application installed from the television’s store. Native television apps differ from Android players. A compatible streaming box is a separate device with its own account setup.
| Part of the setup | Check on LG webOS TV |
|---|---|
| App and installation | Use the LG Content Store available on your television. Confirm the player supports that webOS release and account format. |
| Controls | Test remote focus, pointer controls where present and the player’s account-management screen. |
| Connection | Check the television’s network connection and compare a wired test if the model supports it. |
| Playback | Check player options and LG audio output separately. Some sources may need a different supported audio track. |
Work through the checks in order
- Wait for the first import to finish
Use the LG Content Store available on your television. Confirm the player supports that webOS release and account format.
- Check whether any categories appear
Test remote focus, pointer controls where present and the player’s account-management screen.
- Confirm the account is active
Check the television’s network connection and compare a wired test if the model supports it.
- Refresh once through the player
Check player options and LG audio output separately. Some sources may need a different supported audio track.
- Ask support about category assignment
A webOS television cannot use an Android APK as its native player.
Read the result
| Observed result | Next action |
|---|---|
| No categories | inspect account import |
| Categories with no items | check filter and assignment |
| One empty group | report that group |
Repeat only the comparison that changed the result. If a setting made no difference, restore it before trying the next step. Keep the source label, approximate time and player version with your notes.
Before making a larger change
A webOS television cannot use an Android APK as its native player.
A factory reset, complete account deletion or router-wide change is a much larger action than restarting a player. Keep those actions outside this sequence unless the responsible support team identifies a clear reason and recovery path.
Get the right support
Use WhatsApp support and describe the device, operating system, player version, account method, network type and time zone. Say whether one feed, one title, one group or the whole account is affected.
Keep usernames, passwords, full playlist links, device keys and payment evidence out of public screenshots. If support needs an account identifier, provide it privately through the established conversation. Do not send bank-card numbers in the order or help form.
LG webOS TV platform documentation