topic Re: Infinite initial setup loop in Android TV

Infinite initial setup loop

aoriol — Fri, 12 Aug 2016 13:57:39 GMT

Hello,

My 4K Sony (model KD-55X8005C) is stuck on the initial setup screen and goes back to the Welcome (the screen where you're asked to pick a language) screen in an infinite loop after choosing any of the two options on the Location (the screen where it asks you whether you want to share the location with Google) screen after I did a settings reset.

I've googled this issue and found many people who have experienced the same exact issue (see https://www.youtube.com/watch?v=zf9JFNk_ju0 & https://community.sony.com/t5/4K-Ultra-HD-TV/Stuck-with-initial-setup-screens-on-my-Sony-Bravia-4k-Android-TV/td-p/536150 & https://www.reddit.com/r/AndroidTV/comments/45sw8t/sony_android_tv_saferecovery_mode/).

I have tried factory resetting the device (holding down the power button on the TV together with the up arrow on the remote control), installing a fresh firmware via a USB drive (it told me the firmware is already up to date and I couldn't find a way to force it to continue) but nothing seemed to work!

Is there a solution to this bug?

Re: Infinite initial setup loop

MiCal1967 — Fri, 12 Aug 2016 18:38:59 GMT

What I suggest is:

Turn off your internet connection modem router. Do not Power ON.
When in Language Screen just press the Home button.
Then do your adjustements from settings Menu

According to one of the US links you mentioned:

https://community.sony.com/t5/4K-Ultra-HD-TV/Stuck-with-initial-setup-screens-on-my-Sony-Bravia-4k-Android-TV/td-p/536150/page/3

there is a forum moderarator named DaveJ, that suggests a factory reset procedure by using a remote control procedure. I have not seen this before and I don't know if this works. He says :

With the TV ON:

1. Press Help button 5 times (slowly). TV will be in the Contact & Support page. If not press the Help button again until it goes to the Contact & Support page.

2. Press these buttons in following order (fast): RED, 4, 3, 5, 7, PLAY

3. The TV will be rebooted and [Factory data reset] is performed automatically.

4. After the setup, go ahead and update the PlayStore apps.

Re: Infinite initial setup loop

aoriol — Sat, 13 Aug 2016 11:13:08 GMT

Pressing the "Home" button doesn't work and neither does the factory reset procedure suggested by DaveJ 😞

Please help.

Re: Infinite initial setup loop

MiCal1967 — Sat, 13 Aug 2016 21:37:23 GMT

"Slowly" as DaveJ says, does not work on an operating TV in order to access Help and Support screen.

I tried that with about one second of intervals and this worked. Did not go on for a reset though.

I really wonder where he found that procedure, which he also mentions on many US forum pages as solution to out of Settings factory reset.(with remote control buttons).

Also very strange is that there is no answer that this is a succesful solution.

Did also a search but have seen no other solution than a TV set replacement...

Contact Sony Support.

Re: Infinite initial setup loop

Anonymous — Tue, 16 Aug 2016 00:51:08 GMT

Hi @aoriol

Have you managed to get anywhere with this? If no, as MiCal1967 suggested above, contact Sony Support. When others have had this problem, its a mainboard replacement.

Cheers

Re: Infinite initial setup loop

aoriol — Tue, 16 Aug 2016 09:36:30 GMT

Hi @Anonymous,

Sony Support were super unhelpful - "It has a UK warrantly only so you'll have to ship it back to us."

I managed to get into Service Menu and change NVM version to an old one (0009UKA) and the USB method sort of works -> http://i.imgur.com/LnAzm0m.jpg

Well, works in the sense that it upgrades for about half an hour and shows me this when it finishes -> http://i.imgur.com/879waRJ.jpg

I remove the USB stick as per instruction only to see the very same loop occuring -> https://www.youtube.com/watch?v=zf9JFNk_ju0

I would really appreciate if you could help me out with this one. I can't send it back since I've moved it to a different country and it's a huge pain in the ass to send it back and forth. The main board replacement on the spot costs as much as this piece of crap TV itself, so I've really ran out of options here...

Cheers,

aoriol.

Re: Infinite initial setup loop

MiCal1967 — Tue, 16 Aug 2016 10:28:54 GMT

Hi @aoriol

Try to download firmware again and compare the pkg files. If your router modem error correction is disabled, this could be a bad download although file seems OK.
Also try NOT to login a Google Account. Your router modem MUST be OFF during the whole procedure.
What country was this TV previously setup? Use the language of that country and DO NOT enable location.
Remove batteries from your Touchpad Remote and DO NOT use it for selections. This is strange how this works after a factory reset.
Was there an option inside Service Menu to clear ALL cache? This could be critical if cache size is huge. I have seen cache files of 3.47GB !!!!

Re: Infinite initial setup loop

aoriol — Tue, 16 Aug 2016 11:17:37 GMT

I'm quite sure the pkg files are correct and the flash drive is formatted in FAT32.
It doesn't give me an option NOT to sign in into the Google Account. I've logged out from the "View terms of service" pages, but it didn't help, it still logs me in correctly... Location is the last screen I'm getting stuck at - it throws me to the first screen, no matter what option I choose. It was set up in the UK, and I'm always choosing English.
I don't have a touchpad remote, just the standard one. Tried removing batteries and putting them back on.
There's no option inside Service Menu to clear cache, I'm afraid.

How come they didn't put an option in that menu to reset the TV to factory settings? I can't believe it.....

Any other ideas? 😞

Is there a way I can download the initial firmware it came with? There's only the last one (v3.473 19-07-2016) on sony.co.uk

Re: Infinite initial setup loop

MiCal1967 — Tue, 16 Aug 2016 12:17:09 GMT

One other option, if available in Service Mode, is to enable Developer Functions.

Then someone with Android Programming knowledge might be able to give some help.

If your account is not deleted then this means that there is not a Factory Reset through Service Mode. Just an Update.

About the Touchpad Remote, I think I saw that on your YouTube link at 0:54.

I can't think of something else.

Re: Infinite initial setup loop

Anonymous — Tue, 16 Aug 2016 12:25:53 GMT

Hi there

In addition to what MiCal1967 says - can you tell us

When did this problem start?
Did you make any changes just before it happened?
What country are you now located in?

Cheers

Re: Infinite initial setup loop

aoriol — Tue, 16 Aug 2016 12:34:53 GMT

Would you by any chance know how to enable Developer Functions in Service Mode? I've Googled this and can't find how.

The video is not mine - it looks like this is a very widespread issue.

Re: Infinite initial setup loop

aoriol — Tue, 16 Aug 2016 12:42:32 GMT

The problem started when I did a factory reset.
No, just clicked the factory reset option from the Settings menu (first row, one of the last options on the right).
Moldova

Re: Infinite initial setup loop

MiCal1967 — Tue, 16 Aug 2016 12:46:08 GMT

I think none of us, even experienced users inside this forum, has accessed Service Mode. So we do not have a picture of what can be selected inside menu and even more difficult to test since this is risky enough for a working TV set.

Possibly someone from US forum, like https://www.community.sony.com/t5/user/viewprofilepage/user-id/249687

can help you with that since I think he refers on howto inside his .xls file. Of course if he has done this too.

Re: Infinite initial setup loop

aoriol — Tue, 16 Aug 2016 13:13:52 GMT

Thanks @MiCal1967, it starts to look like an Android problem. It crashes when at setup and there's no way to "log out" of my account. Fresh firmwares don't seem to work 😞

Re: Infinite initial setup loop

Anonymous — Tue, 16 Aug 2016 13:24:11 GMT

Hi there

Ive escalated this to Sony Support in the hopes that they can help and reverse the decision on 'not under uk warranty...' This issue has been known to occur occasionally and dont believe its your fault - so it is only right in my opinion that they organise for it to be repaired. Fingers crossed.

Cheers

Re: Infinite initial setup loop

aoriol — Thu, 18 Aug 2016 08:52:58 GMT

@pikachu2 I've seen your thread and am hoping your method can help me out.

Can you please let me know how to do a "fastboot reboot" once I get the USB2USB cable?

Re: Infinite initial setup loop

aoriol — Tue, 16 Aug 2016 13:31:16 GMT

Thank you so much @Anonymous, fingers crossed! 😞

Re: Infinite initial setup loop

MiCal1967 — Tue, 16 Aug 2016 13:26:36 GMT

Access to oldest firmwares was possible a few months ago. Now they are not.

There is another trick you can give a try.

Change temporaly the DNS of your modem router. Disable Auto and Enter them manually.

Use either Google's DNS or the DNS ip's of your previous internet service provider at Moldavia.

Google public DNS:

https://developers.google.com/speed/public-dns/

Someone from Molvavia could inform you about your previous provider's DNS or they might be on their HomePage

Re: Infinite initial setup loop

aoriol — Tue, 16 Aug 2016 13:32:42 GMT

@MiCal1967 thanks for the suggestion. Can you please explain the rationale behind changing the DNS?

If this makes any difference, I've connected the TV to a different Wi-Fi (at the repair shop) and the same loop occured... I'm pretty sure my home internet connection is fine!

Re: Infinite initial setup loop

MiCal1967 — Tue, 16 Aug 2016 13:35:55 GMT

Has to do with Location your Account was firstly created or embedded with your TV.

We have seen issues with Netflix.

Pikachu2 solution will not work if Developer Options are not previously enabled on your TV set.