topic Re: OLED KD65AG9 Software Update Issues in Android TV

OLED KD65AG9 Software Update Issues

Paul-Dom — Tue, 19 Jan 2021 13:51:39 GMT

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?

Re: OLED KD65AG9 Software Update Issues

Peterm1326 — Tue, 19 Jan 2021 14:33:48 GMT

Hi Paul-Dom

My model is KD-55XG8796

I have had the same issue as yourself but I am also still having other issues as well, like having to press buttons twice to get it to work, the EPG has changed to Freeview away from Youview and can now no longer access catchup TV via the EPG nor can I go back to previous days TV , also having issues with sound through my Sony sound bar.
Everything was working fine before last weeks update.

I have 2 calls open with Sony and I am waiting a call back from them on Thursday 21/1/21.

I will try an update here any progress that I get but I am not holding out much hope.

Re: OLED KD65AG9 Software Update Issues

jonesey55 — Wed, 20 Jan 2021 14:16:15 GMT

Hello both.

I too have a KD-55XG8796, and have the similar problems after the updates which were to the TV and to the remote control.

I am using digital terrestrial signal. I am based in Scotland. I have done a number of experimentations

What I have discovered is the following...

If you select "Digital" as the input, then you will get the Freeview Guide when you press "Guide" and there is no integrated catch up service.

If you select "Live TV & Catch Up" as the input, then YouView will be activated and you will get the YouView guide when you press "Guide" together with the integrated catch-up service. If you press on a selected programme which is payable, this plays as it did in the past.

However....

(A) In Scotland, the scottish channels do not update properly in the YouView guide, so most of the guide for these channels (BBC1 Scot, BBC Scotland, BBC Alba, STV, etc) shows "No information available" for past periods and hence is completely useless.

(B) The Green Button to restart a current programme from the beginning no longer works (but still does on my other Sony tv which has not been updated)

All in all, I can see only problems, and no advantages, from this upgrade. The Android/YouView features were a major consideration when choosing the Sony, and now this functionality is seriously compromised. I certainly wont be updating and firmware on my other Sony TV any time soon, and am annoyed by what appears to be a shoddy peice of work by Sony, and wonder how one can trust future upgrades.

I look forward to hearing of any progress.

Re: OLED KD65AG9 Software Update Issues

Peterm1326 — Wed, 20 Jan 2021 14:53:13 GMT

Hi,
Yes I had found the same thing but over all the software update has been a disaster, I am holding out much hope that Sony can or will fix it.
I used to have everything Sony in my house for years but now they are just really also rans in the domestic electronics market, if this doesn’t get fixed it will be the last time I buy anything Sony and will look at other manufactures for future electronic purchases.

I will update this post after tomorrow’s call that is if they do call !!!!

Peter McMillan

Sent from my iPad

Re: OLED KD65AG9 Software Update Issues

Peterm1326 — Thu, 21 Jan 2021 13:50:06 GMT

Hi guys

Just had an email from Sony support giving me a link for a new Software update and they won’t call me until I have installed this update,

my current software version is PKG6.4960.0628EUA the new version is PKG6.5016xxx

it is supposed to be available via the online update via the tv or by down loading it to a usb drive and installing it directly onto the TV.

here is the link I got but you might be better logging a call yourselves with Sony in case it is different for you TV models.

Here is the link that I got anyway so you can at least read up on it.

https://www.sony.co.uk/electronics/support/downloads/00017127

Re: OLED KD65AG9 Software Update Issues

HannahEd01 — Fri, 22 Jan 2021 14:47:50 GMT

Hey jonesey55, this model got an update yesterday as well, I found it for you: https://www.sony.co.uk/electronics/support/lcd-tvs-android-xg85xx_x85xxg_u8g-series-55-65-75-85-/kd-55xg8796/downloads/00017127

Let us know if it worked.

Re: OLED KD65AG9 Software Update Issues

HannahEd01 — Fri, 22 Jan 2021 14:49:24 GMT

Sorry guys, I meant this link: https://www.sony.co.uk/electronics/support/oled-tvs-android-a9g_ag9-series/kd-65ag9/downloads/00017127 to

Paul-Dom

Re: OLED KD65AG9 Software Update Issues

ksbeck — Fri, 22 Jan 2021 17:21:00 GMT

Similar issues with KD55AG9

Recent update software to version PKG6.4960.0628EUA, have now lost the Teletext function from BBC and the connected services RED Button function, also minor differences with the Quick Change Input function i.e. no ITV Hub select, have to use the YouView Icon. Teletext and Red Button work on Humax set top box.

Is this the new normal?

Re: OLED KD65AG9 Software Update Issues

jonesey55 — Fri, 22 Jan 2021 23:41:16 GMT

Hi All,

Thanks for the feedback since my last post. I have run the software update to version 6.5016 (from 6.4960), as per the links provided in the earlier posts. I had to use the USB method because the existing tv software did not recognise that there was this newer version. The installation went without a hitch.

As far as I can see, none of the problems I have been experiencing have been fixed...

(1) The traditional red button functionality still does not work on Digital or on YouView

(2) The green button functionality to restart a current programme is missing from YouView

(3) There are large masses of "No Information Available" for past programmes in the YouView TV guide for BBC1 Scotland, STV, BBC Scotland, and all of the other Scottish channels, rendering the catch-up functionality completely useless.

(4) There may well be others....

Hopefully someone from Sony will respond/react in the near future.

Incidentally, have just got a message on my other tv (KD-49XG8096) to update the software on that TV. You can be sure I am going give that update a wide berth.

Re: OLED KD65AG9 Software Update Issues

Peterm1326 — Sun, 24 Jan 2021 11:26:10 GMT

Just updated from PKG6.4960.0628EUA to the latest version PKG6.5016.0631EUA

I had to use the USB method because it could not be found via the TV option.

It was fairly simple to do but alas it did not fix any of the issues I am having after the last software upgrade, It still has the useless Freeview EPG and still cannot go back to previous days listings or start catch-up TV directly from the EPG like I could before and the BBC red button works intermittently and Digital Teletext still doesn’t work.

For our needs and for what we were used to with this TV Sony have ruined the user experience.

I currently have two calls open for the issues I am experiencing so I will update support tomorrow ( Monday 25/1/21 ) and if I get any useful from them I will post it here.

I used to have a house full of Sony products as they used to be quality and support was pretty good but things have degenerated significantly with Sony.

I will not be buying any more Sony products in the future unless I really have to.

Re: OLED KD65AG9 Software Update Issues

royabrown2 — Sun, 24 Jan 2021 12:47:52 GMT

@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....

Re: OLED KD65AG9 Software Update Issues

jonesey55 — Sun, 24 Jan 2021 14:12:52 GMT

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......

Re: OLED KD65AG9 Software Update Issues

jonesey55 — Mon, 25 Jan 2021 14:47:44 GMT

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

Re: OLED KD65AG9 Software Update Issues

Paul-Dom — Fri, 29 Jan 2021 10:27:08 GMT

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.

Re: OLED KD65AG9 Software Update Issues

HannahEd01 — Fri, 29 Jan 2021 11:51:06 GMT

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.

Re: OLED KD65AG9 Software Update Issues

dog-man — Fri, 29 Jan 2021 12:49:35 GMT

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!

Re: OLED KD65AG9 Software Update Issues

jonesey55 — Fri, 29 Jan 2021 13:26:19 GMT

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

Re: OLED KD65AG9 Software Update Issues

Peterm1326 — Fri, 29 Jan 2021 13:38:59 GMT

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.

Re: OLED KD65AG9 Software Update Issues

jonesey55 — Fri, 29 Jan 2021 13:44:05 GMT

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!

Re: OLED KD65AG9 Software Update Issues

dog-man — Fri, 29 Jan 2021 14:10:28 GMT

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???