OLED KD65AG9 Software Update Issues

[Paul-Dom]

Late last week my KD 65AG9 had a software update, after this some of the functions ceased to work properly, I powered down the TV and left for a minute and then restarted it. This cleared most of the problems except for the access to TV text via the BBC channels. This does not function and I have checked using another TV and all is fine with the service. The text button and the 4 colour buttons associated with the text button on the remote control do not work. Is there a software issue with the latest update or is there a fault on my TV since the update on Friday? The TV is 11 months old and this is very concerning for such a quality TV to have such an issue. Can anyone help me?

[royabrown2]

@Peterm1326 

Can you see an option called ‘Live TV and Catch-up’? Sony, for reasons known only to themselves, have decided to hide YouView under that thumbnail.

And your TV may revert to Freeview next time you switch it on, unless you change it to default to that; instructions for this are floating about on this subCommunity somewhere....

[jonesey55]

Hi All.

Thanks Peter M for this latest feedback.  I too now have a support call logged with Sony UK, so we'll hopefully see how quick and effective they are.

Update from my side is that I ran the factory reset this morning and relaoded all the channels etc.  The reset seems to have solved the "No information available" problem in the YouView programme guide.  However, the problems with the missing Red and Green buttons remain. The teletext still doesnt work either.

So, we wait......

[jonesey55]

Hi All.

Some progress.  Sony UK came back to me by email with some suggestions which I tried and I made some progress.   Here are the steps I used (but I have no idea which one or ones contributed to the outcome).  They are as per the email from Sony.  

1- Clear the Cached data from the TV following the below steps:
Home - Settings - Device Preferences - Storage - Internal shared storage - Cached data - Clear Cached data. [I did this]

2- Clear Cached data from YouView and YouView Service Host following the below steps:
* Home - Settings - Apps - Youview - Clear data - Clear Cache - Force stop. [I did all three of these]
* Home - Settings - Apps - Yv service host - Clear data - Clear Cache. [Not done. Could not find any such option]

3- Do a Soft reset to the TV:
Home and then press and hold the Power on/off button on the remote control for 5 seconds. [I did this]

4- After the TV is on again, press Home - Settings - Watching TV - Channel Setup - Live TV and Catchup - Enable Youview. [Not done, Couldn't find anything like this in the settings]

I then had to re-log into BBC iPlayer as the settings were deleted in the process.  

The results are not perfect but much improved.

If you select "Digital" as input, the red and green buttons both work fine.  As we already know, the guide for "Digital" is "Freeview", so you cant access catchup programmes from that menu. The teletext button still does not work.

If you select "Catch Up and Live TV" as input, the red and buttons do work, but they are unreliable - If you have already used them, they don't always seem to work again until you change the channel.  The guide in this input mode is "YouView" and you CAN access the catchup programmes from this menu.  The teletext button does not work in this input mode either.

So, that's certainly some progress.  Not 100%, but a lot closer.  Note that I had earlier done a full factory reset.  I'm not sure if this also contributed to the outcome.

Be good to hear if this works for anyone else.

Cheers

IAN JONES

[Paul-Dom]

Well since my last post (a week ago) Sony has released a new software update, well that's what appeared on my TV yesterday evening it suggested that I update with PKG 5016 0631 EUA which I did.

All I can say is the the program information button now works, but the text and associated colour button do not function in anyway. I did try requesting text on a non text channel just to confirm that the button on the remote was working and at the bottom of the screen appeared the statement that 'no text available' so the remote is functioning correctly.

Well it seems to me that the text access on the KD 65AG9 is still not available, come on Sony this should be a simple fix for your software team. You designed and built the TV so you should be able to maintain the full function of the TV that you sold me 11 months ago.

I am going to return the TV to the shop I bought it from and request that they sort out the defective Sony TV. 

[HannahEd01]

Hi Paul-Dom, try the factory reset: https://www.sony.co.uk/electronics/support/articles/00170595

Let us know if that worked. Also try the steps on jonesey5's reply.

[dog-man]

I have the Sony KD-55AG9. I did the television update yesterday and the remote update this morning, and I am having the same issues as the rest of you. This is appalling considering that Sony televisions are not cheap. I thought I was buying quality, but perhaps I was wrong.

I will try some suggestions here, but I am assuming that they need to release another software update to fix what they broke.

Not happy!

[jonesey55]

Hi All,

I have read all of the recent posts and can confirm that the problems being reported seem to be the same as I experienced.  I can recommend the steps that I posted in an earlier reply in this message stream.

The full factory reset fixed the problems I was having with the "no information available" in the YouView Guide, but not the problems with the coloured buttons and teletext.

The steps suggested by Sony, more or less fixed the coloured buttons (see my post), but not the teletext problems.  It is worth doing these as they definitely did improve the situation for me.

As for the teletext (which I do not use, but have followed up on for completeness),  I have given all of the latest details to Sony and this has now been escalated to a specialist team.  They promised me a reply within 2 days. I will post the outcome in this message stream, when I have received something.

Cheers

Jonesey55

[Peterm1326]

Hi Folks,

Still not had any reply from Sony on any of my calls. I am going to call them again today for an update but don’t hold out any hope for a result.

I have also discovered that they look as if they have breached the “Consumer rights act 2015” and they should be given reasonable time ( what ever that is) to fix the issue but they should be paying compensation, the other thing for people who have new TV’s you maybe able to go to your credit card supplier and do a charge back then it is your credit card company who will have the argument with Sony.

The other thing I am going to do is put a complaint in to Sony via the company Resolver who I have used with success in the past against the Clydesdale Bank and Mbna bank

I also have the email address of Jim Ryan the (President & CEO (Europe)

jim_ryan@scee.net   if anyone else wants to give him an email.

[jonesey55]

Hi Peter,

I have logged the problem and problem update with Sony Support online, and have had replies within 24 hours each time and have been making promising progress with solving the probem.  Seems this might be more effective than trying to call them.

Good Luck!

[dog-man]

I just did a factory reset and apart from causing me grief because I had to redo all the settings and sign in various accounts, it has fixed nothing, although red button seems to be working to give me a choice of BBC channels and iplayer. No teletext. The EPG is awful now.I wonder if the previous software version could be obtained and revert to that. Mind you, the update for the remote might have also caused issues???