topic Re: Bravia KDL-42W705 - Netflix only works if TV is factory reset each time. in Other TVs

Bravia KDL-42W705 - Netflix only works if TV is factory reset each time.

Droverunner — Fri, 04 Dec 2015 09:21:32 GMT

Bought TV new in Jan '15 and everything about it has been great until a couple of weeks ago. Now Netflix will randomly stop working and only comes back with a full TV factory reset. Sometimes it will work throughout a day then need a reset to work the following day. Sometimes you only need to come out of Netflix for a moment and it will not work if you go back in minutes later.

It will always come back for a full TV factory reset but that's an absolute pain.

The TV is networked to our BT Home Hub via wi-fi and Youtube etc still works OK so I assume the wi-fi is OK.

We have a Youview PVR connected to the TV via the same home hub and Netflix works fine on this playing to the TV via HDMI... but that's not the point as it's a feature of the TV we want to work without additional equipment.

The TV has the latest firmware.

My problem seems different to most Netflix issues on this site as the usual complaint is it just doesn't work at all. Any thoughts appreciated.

Re: Bravia KDL-42W705 - Netflix only works if TV is factory reset each time.

Droverunner — Fri, 04 Dec 2015 09:30:54 GMT

I should say when the Netflix doesn't work you get the whirly waiting thing for longer than usual then mostly the error coder Ui-113 (but I have seen others). Netflix gives you the option at this point to check the network and that always comes up all green ticks.

Also doing a reset of Netflix or signing out then back into Netflix doesn't resolve it.

Re: Bravia KDL-42W705 - Netflix only works if TV is factory reset each time.

Droverunner — Fri, 04 Dec 2015 13:00:36 GMT

Bit more info...

Phoned Sony this morning. They were quite helpful but did not have this as a logged issue for my TV model and after talking me through various steps could only offer the possibility that Netflix were known to transmit the data in a way that might be hard for some TVs to receive (something to do with security protocols?) and I should speak to Netflix.

Netflix were helpful too as far as it went but after talking me through various resets could only conclude the Sony software that receives Netflix was buggy.

Phoned Sony again who wanted to resolve this so have escalated the issue and will phone back within 24hrs. They also said I should look at my ISP parental controls (don't have them on) and speak to BTInternet about a router/ISP issue.

So that's three opposing links in the help chain now!!

Re: Bravia KDL-42W705 - Netflix only works if TV is factory reset each time.

Anonymous — Fri, 04 Dec 2015 14:54:53 GMT

Hi there

The very first troubleshooting step is to remove wifi out of the equation. Are you able to plug an ethernet cable into the tv from your router? If so, id advise doing so - remember to change the network settings on the tv if you do.

If it is not possible, try changing the wireless channel on the router to somthing else.

Cheers

Re: Bravia KDL-42W705 - Netflix only works if TV is factory reset each time.

Droverunner — Fri, 04 Dec 2015 20:55:51 GMT

Thanks for that... it was something the helplines asked me but I didn't have a cable... but been out to buy one.

With the cable connected and the TV setting altered to a LAN cable connection Netflix gave a new error code Ui-2-5 which seems to be network related.

But with a TV factory reset Netflix worked OK... but of course it would have done the same on wi-fi. Anyway the proof will be when we switch on tomorrow am as on the w-fi it would be faulted after that break... if it's still on with the cable conn then it's a partial success.

Re: Bravia KDL-42W705 - Netflix only works if TV is factory reset each time.

Droverunner — Fri, 04 Dec 2015 22:51:49 GMT

Sadly Netflix has been off for an hour and has come up with the error Ui-113 again when we've gone to use it. So the same problem with wi-fi or ethernet cable.

The only other thing I have to try is something I've seen on my BT ISP help pages... to go into the router menu then try and find the port that feeds the TV so the firewall can be turned off for that port. Something about port forwarding they call it.

Re: Bravia KDL-42W705 - Netflix only works if TV is factory reset each time.

Anonymous — Fri, 04 Dec 2015 23:11:52 GMT

Hi there

Ive had a further read of your problem. As other networking services on the tv works, such as YouTube, then this should be fine. But then you say Netflix works ok on your YouView box, which means netflix is ok.

You can try port forwarding, but im not too sure that will help. I have found some instruction for the BT home hub for netflix.

http://portforward.com/english/applications/port_forwarding/Netflix/BT.htm

If it still fails, can you please confirm the exact model, im assuming it has a b at the end (KDL-42W705b)

Cheers

Re: Bravia KDL-42W705 - Netflix only works if TV is factory reset each time.

Cicero46 — Mon, 07 Dec 2015 10:26:12 GMT

I'm joining this thread as I have exactly the same problem on two virtually identical TVs, the KDL-40W705C and the smaller KDL-32W705C, both bought in the last few months. The only difference is that a Factory Reset has had no effect at all. My problems on both TVs started mid last week, say 2nd December, and my guess is that it corresponded with the auto upgrade to firmware v2.704 on both. I too have BT and a BT Youview box and the bigger TV is connected to that. Like you, Netflix works fine via the Youview box. The two devices, Youview box and TV, have different installations of Netflix, so just because one is OK doesn't mean that the other one should be. On other TVs, other wifi-connected apps, like iPlayer and Amazon Prime work fine and I too get the four green ticks when testing the network after getting UI-113. Switching to a LAN connection also made no difference. I also tried signing out of all devices on Netflix.com and that didn't help either.

It would happens that I also have a very similar LG TV, which may well have upgraded itself at the same time. I got exactly the same error with that TV at the same time. However, the interface that comes up in these circumstances was almost identical, except it has four Netflix servers and showed five green ticks instead of four. Also, as well as Reset Netflix it also had Reload Netflix. So I pressed the latter and Netflix started up OK. Working fine ever since.

The absence of a reload option on the Sony app points to a essential difference between the two firmware characteristics.

I'll phone Sony UK support later, but thought this may give you and Quinnicus some clues.

Re: Bravia KDL-42W705 - Netflix only works if TV is factory reset each time.

Cicero46 — Mon, 07 Dec 2015 10:34:01 GMT

Oops, I've noticed too typos in my previous post. First, the sentence starting 'On other TVs...' Should have been 'On both TVs...'. Second, the 2nd para should start 'It happens...'. That's the problem with autocorrect.

Re: Bravia KDL-42W705 - Netflix only works if TV is factory reset each time.

Droverunner — Mon, 07 Dec 2015 11:52:26 GMT

Replies much appreciated guys... and your similar situation Cicero46 with 2 Sony TVs around the time of the auto firmware update gives real weight to that being the isue. I will phone Sony again later and report that the direct cable connection made no difference plus mention I now know others have seen the same issue. We'll see what they say.

Re: Bravia KDL-42W705 - Netflix only works if TV is factory reset each time.

Droverunner — Mon, 07 Dec 2015 12:13:25 GMT

Oh and Quinnicus you asked the exact model... yes it is a KDL-42W705b.

Re: Bravia KDL-42W705 - Netflix only works if TV is factory reset each time.

Droverunner — Mon, 07 Dec 2015 16:57:30 GMT

Well Sony support not 100% satisfactory today as they say I have to wait until Tues/Wed for a call back from "technical".

Spoke to the retailer's tech helpline who didn't have any reports of this issue against our model but they did wonder if it was the latest firmware update download that has caused this. They asked I give Sony until Wed for a reply and if that doesn't resolve the issue then they'll get an engineer out to look.

As a matter of interest a TV factory reset now doesn't get Netflix back... it always goes back to the Ui-113 error screen.... still works on the Youview box OK though.

Re: Bravia KDL-42W705 - Netflix only works if TV is factory reset each time.

Anonymous — Mon, 07 Dec 2015 17:32:17 GMT

Hi there

Unfortunately i dont have any more options you can try. As you have already contacted Sony, lets see what they say. please post back when they do.

Cheers

Re: Bravia KDL-42W705 - Netflix only works if TV is factory reset each time.

Droverunner — Mon, 07 Dec 2015 17:58:44 GMT

Appreciate your input... will report back on Sony's response as soon as I hear from them.

Re: Bravia KDL-42W705 - Netflix only works if TV is factory reset each time.

Cicero46 — Thu, 10 Dec 2015 18:14:56 GMT

This site has been down all day... Well, on Monday, I spoke to Sony support and, before I had reported the full story and having mentioned UI-113 and BT, I was advised to contact BT support and ask them to disable parental controls for me "at their end". He was adamant that this would solve the problem. After spending nearly an hour speaking to a succession of support engineers at BT, it became clear that I had never activated parental controls (in BT NetProtect Plus) and there was nothing "at their end" to be disabled. They looked at my Hub setttings and couldn't see anything that needed changing. All a mystery.

On Tuesday and Wednesday, I was too busy to get back to Sony and then, lo and behold, this morning I got Netflix working on both TVs without any problem. Problem solved, it would seem (at least for me). No change to the firmware version on the TVs. It makes me wonder whether Sony and BT have got together and and fixed it...

Interested to find out whether Droverunner got anywhere yesterday and had a hand in fixing it.

Re: Bravia KDL-42W705 - Netflix only works if TV is factory reset each time.

Droverunner — Sat, 12 Dec 2015 11:13:12 GMT

Interesting to see that it's resolved itself for you.

I had all the same ideas presented by Sony that BT would be at fault with parental controls probably the cause. I knew I didn't have them but checked anyway and tried all the possible advice re Home Hub settings and resets... no difference. I think that was all a diversion as I'm so sure the TV is at fault.

I chased Sony support twice after the deadline they gave me for an answer from "technical" passed and each time they said to wait longer because they were "working on the issue". I've been so busy since I've not had time to phone them or try the TV again.

Wonder if they've isssued a change to the firmware without it showing as a new update.

I'll try mine later this morning.

Re: Bravia KDL-42W705 - Netflix only works if TV is factory reset each time.

Droverunner — Sat, 12 Dec 2015 12:52:49 GMT

Oh that's interesting... my TV logged straight onto Netflix a moment ago. So we can assume it was a Sony issue and they've resolved it but are keeping quiet about the actual problem.

It could have been something connected to the latest firmware update... but I also read that Netflix arrives at Sony TVs via some servers under Sony's control... not directly from Netflix. Wonder if these servers had a problem?

Re: Bravia KDL-42W705 - Netflix only works if TV is factory reset each time.

Anonymous — Sat, 12 Dec 2015 18:05:43 GMT

Hi there

Im really glad that it is working again for you. However, can this be repeated? Is it still working in a day or two later? Fingers crossed.

Re: Bravia KDL-42W705 - Netflix only works if TV is factory reset each time.

Cicero46 — Mon, 14 Dec 2015 11:55:49 GMT

Funny you should suggest it may not be working after a day or two. Netflix on both TVs stopped working on Saturday, after two days of having no problem at all. Still not working. Same fault as before: shows NETFLIX banner and red circle rotates for a minute and then displays Error UI-113 and shows four green ticks when I test the network. Haven't tried Reset Netflix or factory settings yet as I'm fed up with doing stuff that has no effect. I'll call Sony again when I have some time.

Re: Bravia KDL-42W705 - Netflix only works if TV is factory reset each time.

Withnail77 — Mon, 14 Dec 2015 13:40:07 GMT

Hello, I'm having exactly the same problem with my KDL-42W705b as Cicero46 - even down to the timings of the Netflix outage. I had a couple of days where the problem appeared to have resolved itself (although i was only getting 720p where it should have been full HD) then on Saturday the usual stall, followed by UI-113. I had previously had intermittant problems but the latest Sony firmware seems to have made the it far worse with outages lasting many days. Seems to be weekends when the problem strikes, so perhaps there is some link to BT network usage? My hunch is that it's something to do with the TV app hanging if it can't acquire the badwidth it wants.

Gone through the usual fiddling with BT parental controls, Netflix sign-out and TV DNS settings. Really want to avoid a factory reset if possible.

Planning to speak to Sony when I get around to it. Currently using Chromecast or Sony smart blu-ray to get Netflix so this is just an annoyance really.