Why can’t I find the BillionDollarArtGallery on my TV?

We want to ensure that your BillionDollarArtGallery works flawlessly on your TV.

If your TV does not recognize your BillionDollarArtGallery, these steps will help:

• Use only your TV’s remote to access your TV’s USB port. (The cable remote is designed ONLY for streaming services: cable remotes will not access the USB port.)
  
  These are usually the keys on a TV Remote to find the USB port for major manufacturers:
  
  

  LG	INPUT
  Panasonic	SD/USB or MEDIA PLAYER
  Samsung	SOURCE
  Sharp	INPUT
  Sony	DISCOVER (Press Options and Discover to change Discovery options) or HOME
  Sony OLED	INPUT
  Toshiba	MENU>SETUP>MEDIA PLAYER
  Visio	INPUT

  
  
• Make sure your BillionDollarArtGallery is plugged into a working USB port. USB ports are rectangular, which distinguishes them from HDMI ports that are trapezoid shaped. The gold contacts on the BillionDollarArtGallery should face the plastic “tongue” in the USB port. Use the USB port on the TV itself – not the USB port on the cable box, which are only useful to cable technicians. Also, some Sony TVs have USB ports that are service-only ports (the “service only” message is stamped in black plastic nearby, so it is difficult to read.) 
  See this FAQ: How to insert the BillionDollarArtGallery into a USB port
• Try re-booting your TV. It may seem strange, but TVs are like computers: they have software and complex internal systems that sometimes benefit from re-starting. Many videos on YouTube explain how to re-boot Sony, Samsung and LG TVs, but the process is simple: unplug the TV, wait a minute, and plug it back in. This solves a surprising number of problems. Note that turning the TV off and on does not re-boot it because the TV maintains a ready state to enable instant "on."
  
  
• Ensure that the files are not damaged. If you have a computer, try running the BillionDollarArtGallery on your computer. This will ensure that the Flash memory works. (As of this writing, we have not had a single BillionDollarArtGallery fail, but it is worth checking.)
  
  
• Ensure you have the correct format for your TV. While the stick is in your computer, check on the size of the file that starts 0000 Video. BillionDollarArtGallery has been produced in two formats: the higher resolution video is 5.56 GB (NTFS format), but that format does not play on some TVs. If your TV cannot read the high-resolution format, please submit a support ticket, and we will take care of you.
  
  SUBMIT A SUPPORT TICKET NOW
  
  Many of the BillionDollarArtGalleries sold through Sharper Image are the high-resolution version. (The other size is 1.86GB because the maximum file size for the FAT32 format is 2GB.)
  
  
• For Samsung TVs: Some TVs including Samsung QLED and Samsung SUHD TVs require NTFS format. Your TV's manual can tell you which format is supported. If you require an NTFS format, please submit a support ticket: 
  
  SUBMIT A SUPPORT TICKET NOW 
  
  
  
• Every TV is slightly different. 

  If you cannot get your TV to display the paintings, please submit a ticket with the make and model of your TV, and as much information as you can tell us about the problem. We will download your TV's manual and send you a procedure for your TV usually within 24 hours.

  
  

  SUBMIT A SUPPORT TICKET NOW