Hisense Electronics Appliances Why Hisense Support Aller à Canada / Français
Frequently Asked Questions Get answers to the most common questions.

 « back to support

Televisions
Tablets
Refrigerators
Air Conditioners
General
How do I contact customer care?

Please call 1-855-344-7367(toll-free) to speak with a customer service representative. You may contact a customer care representation by e-mail at:  servicecanada@hisense.com.

How do I order 3D glasses?

Please contact a customer care representative via email at:  servicecanada@hisense.com.  You can pay via a credit card or a money order. Then the glasses will be shipped to you.  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 1-855-344-7367(toll-free) to speak with a customer service representative. You may contact a customer care representation by e-mail at: servicecanada@hisens.com. They can provide the proper firmware update for your specific TV.   Firmware updates will also be available through the service section of this website.  

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 1-855-344-7367(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 1-855-344-7367 (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?

Please call 1-855-344-7367(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 Netflix when viewing from my Hisense Smart TV?

Press the exit button on the remote control.

How to repair my tablet?
Please access http://atne.ca/hisense/ and send the tablet for repair to ATNE for service.
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. 

How long has Hisense been in business?

Hisense (www.hisense.cn/en) 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 Canada
2283 Argentia Road, Unit 16
Mississauga, Ontario L5N 5Z2

admincanada@hisense.com

Need Customer Support?

Hisense Canada
2283 Argentia Road, Unit 16
Mississauga, Ontario L5N 5Z2

Toll Free Service Line: 1-855-344-7367

servicecanada@hisense.com

Media Questions?

Public Relations and Marketing: admincanada@hisense.com

Interested in Carrying
Hisense Products?

» Learn more about being a Retailer

Interested in Working
at Hisense Canada?

Visit our Careers page or
email admincanada@hisense.com.

User Manuals and Guides

Get helpful information about your Hisense products.

Download Firmware

Get the latest software updates for your products.

Accessories & Parts

Find out how to order your Hisense accessories and parts.

Warranty Information

Learn about your product's warranty terms and conditions.

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.

Join Our Mailing List

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

Join

Where to buy

Come see our products! We're now in hundreds of retail stores. Below are some of the retailers in Canada who carry Hisense TVs and Appliances. Not all products are available at all retailers.

Consumer Electronics Partners

Home Appliance Partners

If you would like to carry Hisense products, learn more about becoming a Retailer.