Hisense Electronics Appliances Why Hisense Support
Frequently Asked Questions Get answers to the most common questions.

 « back to support

Televisions
Refrigerators
Air Conditioning
Sero 7 LT and PRO
General
How do I contact customer care?

Please call 1-888-935-8880 (toll-free) to speak with a customer service representative. You may contact a customer care representation by e-mail at:  service@hisense-usa.com.

How do I order 3D glasses?

Please call 1-888-935-8880 (toll-free) and speak with a customer service representative to place an order. You can pay via a credit card or a money order. Then the glasses will be shipped to you. You can also contact a customer care representation via e-mail at: service@hisense-usa.com. The prices vary by 3D glass type from $35.00 to $40.00 a pair. Some retailers also carry 3D glasses.

How do I obtain firmware updates?

Please call 1-888-935-8880 (toll-free) to speak with a customer service representative. You may contact a customer care representation by e-mail at: service@hisense-usa.com. They can provide the proper firmware update for your specific TV.

Why does the Aspect key not work sometimes?

Depending on your TV model a variety of aspect ratios may be supported. All models support Normal (4:3) and Wide (16:9). Select models may support: Zoom (enlarges image and displays the center with top/bottom and left/right cut-off), Cinema (stretches image to fill widescreen), Dot-by-Dot (displays image in its native resolution) and Auto (scales the image to fill the screen).

Not every aspect-ratio choice will be available at every resolution. In most cases, you'll have full aspect-ratio control with 480i (standard TV and VHS for example) and 480p (progressive scan and DVD for example) sources. This allows you to alter standard definition and lower resolution images to fill the widescreen display however the overall picture quality may be lower. With high definition resolutions: 720p, 1080i and 1080p (HDTV, Satellite and Blu-ray for example) you often get fewer aspect options, or none at all because the image is already in high definition.

When will an update to support Adobe Flash Player be available for the Smart TV?

The current Smart TV browser version does not support Adobe Flash. Model specific updates are released periodically. Please check Menu | Settings | Network | Firmware Upgrade on your TV regularly to ensure the latest software version is installed.

When will an update to support HTML5 be available for the Smart TV?

The current Smart TV browser version does not support HTML5.  Model specific updates are released periodically.  Please check Menu | Settings | Network | Firmware Upgrade on your TV regularly to ensure the latest software version is installed.

Are extended warranties available for Hisense products?

Yes, individual retailers offer extended service plans for Hisense products. Inquire about service options at the time of purchase.

My TV is not working properly. How do I schedule service?

Please call 1-888-935-8880 (toll-free) and speak with a customer service representative to arrange service.

Is in-home service available?

Certain models are eligible for in-home warranty service at no additional charge. Please check the warranty information for your specific model or call 1-888-935-8880 (toll-free) and speak with a customer service representative to see if your TV is covered under our in-home warranty service policy. 

Can wireless headphones be used with a Hisense TV?

Yes, wireless headphones may be used when installed with a wireless transmitter. If the wireless transmitter is connected via the digital audio output on the TV then built-in TV speakers will continue to work normally. If the wireless transmitter is connected to the analog headphone output on the TV then the built-in speakers will be automatically turned off.

Wired headphones may be connected to the analog headphone output on the TV (use a 1/4"-stereo phone plug to 1/8"-mini stereo plug adapter if necessary). When connected the built-in speakers will be automatically turned off.

Where can I take my TV for service?

Hisense operates a repair center at located in Suwanee Georgia at 105 Satellite Blvd NW, 30024. Please call 1-888-935-8880 (toll-free) and speak with a customer service representative to schedule a service appointment or discuss service options.

Why won't my Smart TV play YouTube videos?

The current Smart TV browser version does not support Adobe Flash or HTML5. Model specific updates are released periodically. In the meantime, we are developing dedicated Apps (such as YouTube) to directly support playback of YouTube videos outside of the browser. Please check Menu | Settings | Network | Firmware Upgrade on your TV regularly to ensure the latest Apps are installed.

Why can't I see Closed Caption (CC) in HD?

This depends on the input source and the connection. Some HDTV set top boxes do not process the closed caption signal. Closed caption is typically available for HD signals tuned using the televisions built-in ATSC tuner (not all programs on all stations broadcast closed caption). The TV cannot decode closed captioning from HDMI inputs (the connected source device must decode the closed captioning and send it to the TV via HDMI).

Sometimes I hear a popping noise or static when changing channels, why?

Broadcast content (shows, movies and commercials for example) may include analog and/or digital audio and video and may be transmitted in standard definition or high definition. When viewing a particular channel the broadcast signal may change from analog to digital between scenes and during commercial breaks. The same is true channel to channel when changing channels. Depending on the input source (antenna, cable and satellite for example) the TV may encounter a sudden change in format which could produce a popping noise or static sound. If this occurs, it should be very rare. If you are experiencing this frequently, you should select Menu | Channels | Tuner Mode on your TV and select Cable or Antenna then select Menu | Channels | Auto Channel Search on your TV and perform a scan so all the stations are fine-tuned on the correct band. Note: if you are connecting to an external tuner, be sure its configuration settings are correct.

Why does the TV on screen display show a resolution different from 1080p?

Your TV is capable of displaying all standard definition and high definition resolutions including: 480i, 480p, 720p, 1080i and 1080p/60 (select models display 1080p/24). In addition, your TV is capable of displaying 640x480, 800x600 and 1024x768 (select models display 1360x768). The on screen display will show the resolution of the current input source. The TV does not up convert incoming signals to higher resolution; the TV displays the incoming signal in its native resolution. For the best viewing experience, please configure the source device (disc player, set-top-box and game console for example) to its highest output resolution setting.

How do I exit from Vudu or Netflix when viewing from my Hisense Smart TV?

Press the exit button on the remote control.

How can I clean fingerprints and other greasy smudges on my LCD TV screen?
  1. Turn off and unplug your TV.
  2. First try using a dry, anti-static cloth and rubbing gently.
  3. Use water to lightly moisten a clean, soft, dry cloth, and then rub the screen gently. Do not let water run down screen or enter behind screen frame. Wipe with dry cloth after cleaning.
  4. Important: Rub as gently as possible. LED screens can be damaged if you press too hard.
  5. WARNING: Never use any type of window cleaner, alcohol, soap, scouring powder, or any cleanser that contains solvents. Never use abrasive pads or paper towels. This can scratch the screen and cause permanent damage to the screen.
  6. Let the screen dry completely before plugging the TV back in.
Model 32D12: How do you set the clock?
  • The TV has no option to set the clock manually.
  • It only allows you to set the Daylight saving mode manually.
  • The clock will be updated automatically when you switch to a TV channel that sends the clock data.
  • The TV displays the clock time it receives from the antenna signal. Check with the service provider or broadcaster if you have any doubt about the displayed time.
  • Check with the service provider or broadcaster about which channels contain the clock data.
NOTE:  When the main power is interrupted, the clock will be reset and it has to be updated again.
Image pixilation. Is it a reception problem?
In most cases image pixelation is caused by very poor reception of digital television signals. Only in rare occasions pixelation indicates malfunction of the television.
Why does the Aspect key not work sometimes?
Depending on your TV model a variety of aspect ratios may be supported. All models support Normal (4:3) and Wide (16:9). Select models may support: Zoom (enlarges image and displays the center with top/bottom and left/right cut-off), Cinema (stretches image to fill widescreen), Dot-by-Dot (displays image in its native resolution) and Auto (scales the image to fill the screen).

Not every aspect-ratio choice will be available at every resolution. In most cases, you'll have full aspect-ratio control with 480i (standard TV and VHS for example) and 480p (progressive scan and DVD for example) sources. This allows you to alter standard definition and lower resolution images to fill the widescreen display however the overall picture quality may be lower. With high definition resolutions: 720p, 1080i and 1080p (HDTV, Satellite and Blu-ray for example) you often get fewer aspect options, or none at all because the image is already in high definition.
Why does the TV on screen display show a resolution different from 1080p?
Your TV is capable of displaying all standard definition and high definition resolutions including: 480i, 480p, 720p, 1080i and 1080p/60 (select models display 1080p/24). In addition, your TV is capable of displaying 640x480, 800x600 and 1024x768 (select models display 1360x768). The on screen display will show the resolution of the current input source. The TV does not up convert incoming signals to higher resolution; the TV displays the incoming signal in its native resolution. For the best viewing experience, please configure the source device (disc player, set-top-box and game console for example) to its highest output resolution setting.
Remote Programing
If you would like to program your other household remote controls to your new Hisense television, please consult the User’s Manual supplied by your Cable or Satellite provider. The Cable or Satellite providers’ User’s Manuals should include instructions on how to program their remote to your television.  Below is a list of Hisense codes for the most common Cable and Satellite providers. Use the Hisense code that is associated with your Cable or Satellite provider (if applicable).
  • DIRECTV:  0178, 10748, 10178 or 10019
  • Time Warner Cable:  386, 0748 or 0178
  • Comcast:  0178 or 10178
  • Comcast Digital Adapter:  11660, 11314, 10748, 10178
  • Cox Communications:  0178
  • Dish Network:  627 or 505
  • AT&T U-verse:  1013 or 1041or 1363 for 32 inch or 1004 for 42 inch 
Internet Remote Code Search (Remote Setup)
If the Hisense code associated with your Cable or Satellite provider is not listed above, the code above does not work, or you cannot locate the instructions for programming your household remote to your television, call your local Cable or Satellite provider’s customer service center.
My 3D is not working.
  1. Make sure you are watching in 3D sync signal covered area.
  2. Make sure nothing is blocking the path between the 3D emitter on front panel of the TV and your glasses.
  3. Check the battery volume of your glasses; please charge if low in power.
  4. Please check if the TV setup is in 3D mode or not.
  5. Fluorescent lamps may cause interference such as flickers while viewing 3D content. Please turn off interference source if this occurs.
  6. Certain 3D glasses may not be compatible.
3D Glasses Quick Reference Chart
  • TV Model: 42K316DW: Active (shutter), Glasses Model Number: FPS3D05ZZ, TV Sold Without Glasses.
  • TV Model: 46K316DW: Active (shutter), Glasses Model Number: FPS3D05ZZ, TV Sold Without Glasses.
  • TV Model: 50K316DW: Active (shutter), Glasses Model Number: FPS3D05ZZ, TV Sold Without Glasses.
  • TV Model: F55T39EGWD: Active (shutter), Glasses Model Number: FPS3D02, TV Sold Without Glasses.
  • TV Model: LE48W806: Active (shutter), Glasses Model Number: FPS3D02, TV Sold With 2 Glasses.
  • TV Model: LE55W806: Active (shutter), Glasses Model Number: FPS3D02, TV Sold With 2 Glasses.
  • TV Model: 42K560RW: Passive, Glasses Model Number: FPR3D11, TV Sold Without Glasses.
  • TV Model: 47K560RW: Passive, Glasses Model Number: FPR3D11, TV Sold Without Glasses.
  • TV Model: 55K560RW: Passive, Glasses Model Number: FPR3D11, TV Sold Without Glasses.
Why can’t I connect to Netflix?
  1. Signup:  Netflix Unlimited Membership is required. You can signup at: https://signup.netflix.com/.
  2. For more information on Netflix visit: http://www.netflix.com/help or login to your Netflix account and click “help” at the top of the page.  Or, you can call Netflix Customer Service:  US: (866) 716-0414 and Canada: (866) 348-2353.
  3. Confirm your broadband internet service has a speed of 1.5 Mbps or more. 
  4. Reset Netflix account:  Enter TV Menu - “Settings” - “Network” - “Configuration” - “Applications” - “Netflix” and choose “Deactivation” to reset your Netflix account.
Why am I hearing the sound of water and airflow in my refrigerator?

During operation, the refrigerant continually flows into the evaporation pipe by the running of the compressor, which results in this sound. This is normal.

Sometimes there is dripping from the flap of the indoor unit. Why?

This may be caused by the temperature being set too low while indoor humidity is heavy. This could also be caused by the wind speed being low, in which there might be vapor condensation causing the drip. 

I'm having problems with my Pandora login. How can I fix them?

All the Sero 7 LT and PRO customers who used these tablets to originally sign up for a Pandora account using the tablets' built-in Pandora app may experience login issues. 

These login issues are due to Pandora making a change to their servers.

Customers that experience this issue should take the following action:

  1. Connect to internet
  2. Launch Google play store
  3. Search for Pandora
  4. Select first Pandora app in list and update to latest version
  5. Sign in and login from this updated Pandora application.
How long has Hisense been in business?

Hisense (hisense.com) was established in 1969. Hisense is a global consumer products company producing and selling its products throughout the world and is recognized as one of the Top-5 largest television manufacturers.


Can't find the answers you’re looking for? Please ask us.

Looking for Frequently
Asked Questions?

» Visit our FAQ page

Have a General Inquiry?

Hisense USA Corporation
7310 McGinnis Ferry Road
Suwanee, GA 30024

Phone: 1-678-318-9060
Fax: 1-678-318-9079

info@hisense-usa.com

Need Customer Support?

Hisense USA Corporation
7310 McGinnis Ferry Road
Suwanee, GA 30024

Hisense Televisions: 1-888-935-8880
Hisense Appliances: 1-877-465-3566

service@hisense-usa.com

Media Questions?

Public Relations: pr@hisense-usa.com
Marketing: marketing@hisense-usa.com

Interested in Carrying
Hisense Products?

» Learn more about being a Retailer

Interested in Working
at Hisense USA?

Visit our Careers page or
email hr@hisense-usa.com.

Looking for Where to Buy
Hisense Products?

» Find a retailer

TV Manuals and Guides

Get helpful information about your Hisense products.

Product Registration

Are you a proud owner of a Hisense product? Please register your product.

Accessories

Find out how to order your TV's accessories.

Download Firmware

Get the latest software updates for your products.

Warranty Information

Televisions or Tablets

In keeping with Hisense’s policy of constant innovation and improvement, the product and services displayed
on the Hisense website may vary from the actual product and are not meant to be exact representations of the same.

All product descriptions, pricing and dimensions are approximate. PRODUCT AVAILABILITY, SPECIFICATIONS AND FEATURES ARE SUBJECT TO CHANGE WITHOUT NOTICE.

Find Hisense USA on Facebook Follow Hisense USA on Twitter
Join Our Mailing List

Enter your email address below to stay informed about our latest news, products, promotions and events!

Join

Come see our products! We're now in hundreds of retail stores. Below are the retailers in North America who carry Hisense Products. Not all products are available at all retailers.

For Televisions:
Walmart Costco
Lowes
Canadian Tire hhgregg
For Appliances:
Sylvane Lowes
Want To Carry Our Products?

If you would like to carry Hisense products (a savvy business decision),
learn more about becoming a Retailer.