2015 Bravia Android TV Issues

[NickCo1979]

I thought I'd create a generic thread to cover off the issues being encountered on the 2015 Bravia Android TVs. I've listed my issues below with fixes / workarounds and responses from support. All comments and solutions welcome!

1) Hot Swap HDMI doesn't work - manifested by no input on HDMI channels 2, 3 and 4 on the KD-49X8305C. Workaround - reset the TV, either by holding down the remote power button for 5 seconds or by switching the TV off at the wall and then back on again. Further details on this thread: https://community.sony.co.uk/t5/televisions/kd-49x8305c-hdmi-2-3-4-inputs-not-working/td-p/1944435

2) HDD Recording doesn't work - error message states a system update is required but none is available when checking. Hopefully this will be fixed soon by a firmware update.

3) Netflix App doesn't work - this seems like the app has been deliberately disabled. So far a support case has only recommended that a factory reset be performed (took two days to get to that cracking piece of advice.....), with no improvement as a result. A temporary (albeit for advanced users only) workaround is provided by MikeLothian on this thread - https://community.sony.co.uk/t5/televisions/netflix-support-for-kd55x8509c-android-tv/td-p/1945360 

4) Sound lag and performance issues after the TV (KD-49X8305C) has been on standby for a while - manifested for me as stuttering and sound / picture sync issues in all apps (youtube, amazon instant video etc) and HDMI sources (PS4, seperate YouView box etc). Hopefully this will be fixed in a firmware update, at the moment workarounds involve either changing channels to get the sync to work or in my case having to turn the TV off and then on again at the socket.

As stated previously, all comments welcome. Personally I'm willing to give Sony a couple of weeks to fix this, but if it's not done soon I'll be sending my new TV back for a refund as it's not really fit for purpose.

[Caledonian_TV]

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Quinnicus wrote

1 - Direct Answers from Sony

In general, Sony does not directly reply to posts on this forum.  Hence the wording of 'Community Forums'.  If you require an answer or explaination, you need to contact Sony via other means (i.e. phone, email, snail mail)

- Which is a complete waste of time...  Like a lot of firms these days, Sony's customer service is not fit for purpose and seems to be designed to FRUSTRATE the enquirer into giving up on their enquiry...

Having tried to speak to them about the issues I have with satellite tuning I found the individual on the other side of the phone had about as much technical understanding - and common sense - as a draught exluder!  The usual 'scripted' rubbish; no real attempt made to listen to and understand what the problem is...

So I'm sorry; but this 'direct answer from Sony' is nothing more than a further attempt to abdicate responsibility for programming that is - at a fundamental level - grossly incompetent...  And really rather reinforces the view that they're basically laughing up their sleeves at us!  - Like the sets themselves; it's just not good enough!  Even the very basic functions don't work properly!

[Pete4L]

I agree 100% with @royabrown and will be returning my TV because it is not of merchantable quality as sold by SONY unless they fix the problems by mid Jan 2016

[oszima]

Duplicated reply 

[oszima]

I have had my Sony KD49X8305 for just over a month now and acting on early advice from Sony Tech Support, I was able to update the latest Firmware, but unfortunately continued to expereince the following issues that have occurred quite randomly so far.  I had hoped the issues would resolve themselves, but yesterday faced with a complete 'power-down' mid program, now realise they are not a short term issue.  

1.  Initially I noticed immediate 3 problems - lip-sync lag, received no 'Youview" program guide nor was able to hear any sound through the Sony HTCT Sound bar when connected to my Humax HD recorder.  The Firmware update enabled me to get 'Youview' but no 'Catch-up TV function' and it has never worked. By experiment I discovered the only way to hear any sound when the Humax was connected was simply to turn-off the Soundbar, regardless of how it was connected (HDMI or Optical).  Clearly there was an HDMI conflict somewhere between the Soundbar and Humax and the 'fix' is not ideal.  I could live with that, but also noticed the variable 'lip-sync'lag persisted whether viewing TV, iPlayer or Netflix.  Sony were not really able to assist with this problem.  

2.  Occasionally the Remote appeared 'ineffectual' and often there was a time-lag between commands, resulting in need for repeated button actions.  The set would not turn off nor change channels.  Other times the set would turn off, but the sound remained on after the screen went blank and the only way to turn the sound off was to completely turn power off at the mains.  Thereafter, to re-start the TV by effectively re-setting the TV from the back and going through a full Android  re-booting sequence.

3.  Its now quite clear the the TV operating system is prone to 'crashing' that then requires to be restarted, as described above each time.

4.  The latest issue emerged yesterday resulting in a complete 'shut-down' whilst viewing an ordinary TV progam, rendering the remote handset ineffectual and required a full Android reboot.

The set was purchased from John Lewis who now appear unwilling to replace the set as 'its just outside their 30 day refund policy', however they have agreed to initiate a repair process.  I have now discovered from this forum (and others) that I am not alone in experiencing these problems, its a pity because the TV otherwise gives superb picture quality and is clearly let down by the Firmware

[adyjay33]

I thought JL was a 90 day return?

[Pete4L]

@oszima It's interesting that JL agreed to "repair" your TV I reckon they will just take the TV & tell you it's not faulty! I think SONY will sort the problems out though. But if they don't in a reasonable time you can return the TV as not fit for purpose (as I will be doing with mine).

I looks like many of us are experiencing similar issues with our Bravia TV's so maybe we should form a group to discuss the problems.

[oszima]

Thanks for your replies, I too believed that John Lewis did offer a 90 day period to report 'if you're not entirely happy with their product', but now having spoken to John Lewis Support advisor I today was told their refund policy was limited to 28 days, although I didn't actually ask for refund.  I just want the TV to operate reliably.

Having said that, my original fault report to JL was actually made and registered within 2 days of buying the TV when they referrred me by telephone to Sony Technical Support (and this effectively was never completely resolved), so technically if I were to pursue this matter, it could be argued that my complaint satisfies their criteria.  For now, however, I'm going along with JL's repair option simply to hear what the TV Technician has to say.  Thanks to this forum it's now fairly clear that this is not an 'isolated fault' soley confined to my TV, but a much wider 'production issue'.

Incidentally this evening another problem was noticed for the first time.  When I turned the TV on using the remote, only the sound came on, but the screen remained blank.  By selecting TV Guide 'Youview' the screen options came on but the selected channel failed to show, regardless of whatever channel was selected.  Even after turning the set off and on again repeatedly, the problem persisted.  I then held the remote off button down for 5 seconds, that then shut down the TV completely (a tip learned earlier from somewhere on this Forum), it started the Android re-boot process and only then did the TV start to function properly.  I decided to video this fault in action in order to show the Technician, just one of the problems I've experienced with the TV.  It might be worth posting it on Youtube to illustrate one of the problems and discover just how many other Sony customers are affected..!

[royabrown]

@oszima

Here's John Lewis' Refund Policy. 

Note the 90 days here:-

If you're unhappy with your purchase, please let us know. Unless faulty, we'd like this to be within 90 days of purchase.

Note also the 'unless faulty' which clearly means you have longer if this is the case.

But note this kicker for discretionary returns:-

It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and labels, and that it's undamaged and unused

I'm not sure how you are supposed to know you don't like it if you have never tried to use it 

But I guess if it looks unused, it's OK.

But note again that 'unless faulty', which releases you from this obligation.

 Given they don't reliably do what a smart TV is supposed to do, all these sets can be regarded as faulty; or they can be regarded as fixable, given that the issues are in the software, and Sony are still making regular new releases of this. But this choice is at your individual discretion; a reasonable person might well give Sony a few months or more to come good on their promises, and then bail if they didn't. But exactly how many months is pretty much up to the individual.

IMHO, these sets are for masochists, optimists, and wannabe beta testers. Keep the packaging in a safe dry place in case you decide you are none of these things, or have had enough of being one of them at some point in the future, should Sony keep failing to come good 

[petsmart]

@Heckie thanks for the reply on plex. I tried this and i have no luck. I actually see 5.1 being offered when playing a movie for example but on my home theatre AMP it says 2.0 as the output.

i also tried chromecast via a standard HDMi port and casting plex to it this also has the same issue but as soon as I plug my chromecast into my AMP's HDMI port i get 5.1 fine so its stopping at the TV at the moment.

cheers,

[oszima]

Thanks Royabrown for taking the trouble to find JL's '90 day' return's policy,  I did mention this to the Customer Support representative, but soon discovered it clearly wasn't something he was too willing to acknowledge.  In view of the problems I immediately encountered with the TV, I did retain all the relevant packaging for this item, so will report back on the eventual outcome.