KD55AG9BU Problems

[mma3612]

A few months back I bought a Sony KD55AG9BU however I am having problems but can't really work out what they are.

Two issues are:

1) Sometimes when switching it on, the white power light will light up, but the screen remains blank. Sometimes it will stay completely blank, sometimes it will get to the Home page after a few minutes and sometimes it needs me to press the Home button on the remote to do anything. Sometimes it just starts perfectly. As it does different things at different times, I haven't been able to work out what the problem, or solution might be.

2) Sometimes while watching something, usually a streaming service like Netflix or Amazon Prime, the program just totally "drops out" and it goes back to the Home menu. It doesn't seem to do this while on stuff like Youtube or Spotify or when viewing from my Virgin box so I wonder if this is actually as problem with the streaming services. I never used to have this issue when previously streaming through an Amazon box.

The TV is connected to the internet via a wired connection and that wired connection goes straight to the router, it's not going through a extender, so I believe I have a fast, reliable connection but something is clearly not right. I don't seem to have internet connection issues with my computer (also an ethernet connection to the router) or my phone / tablet (wifi connections).

I'm not sure if these are problems with the TV or the internet connection. This is my first Android TV and TBH, I'm really disappointed. The "viewing experience" is greatly diminished by the fact it might take me several minutes just to get to the Home page, and then watch a program that might just drop out at any time. Are these normal issues with these type of TVs or is something actually faulty, in which case is it the TV or the internet connection I need to be fixing?

Thanks for any advice.

[Joe_Dohn]

Does this happen on the latest software version for you?

[mma3612]

Yes, I've definitely had an update recently because I don't like the new layout! 

The system info is

Model - Bravia 4K UR2

Version - 9

Android Security Patch Level - 5 December 2020

Kernel Version - 4.9.125 #1 Wed Feb 3 10;59:10 JST 2021

Build - Bravia_UR2_4K_EU-user 9 PTT1.190515.001.S97 650421 release keys

Thanks

[HannahEd01]

Hey mma3612, the software can be found by pressing Help on the remote, it starts with PKG. Did you try a factory reset? https://www.sony.co.uk/electronics/support/articles/00170595

[mma3612]

I haven't tried a factory reset yet, mainly because of all the hassle in re-signing into everything. Although I accept that that is probably the next step to try.

My current software version is PKG6.5042.0633EUA. I tried using the settings to search for an update but it tells me there isn't one. 

TBH, things are a fair bit better, not perfect yet, but better, since I switched from an Ethernet connection to a Wireless connection. The wireless connection is faster than Ethernet I believe because it only has a 100 mbps ethernet card, but I'd have though a 100 mbps, stable, wired connection would have been more than adequate. But maybe not. 

[Joe_Dohn]

The reset is probably the next step as you mentioned, but try clearing the TV's cache first, it doesn't make as big of an effect as a reset but it removes temporary files while also not requiring logging back into everything.

It's under (Device Preferences - Storage - Internal Shared Storage - Cached data), then just hold power button for a regular restart.

Hope this helps!

- JD