Model number

[Claire75]

So I have a Sony KD-55XF7003 I got a message about an update yesterday but as I’ve gone into customer support the model number is in correct it’s stating KD-43X7000E what do I do 

[daveyh64]

Thats quite a difference the KD-55XF7003 is a 55 inch TV from 2018 and the KD-43K7000E is a 43 inch TV from 2017 and is outwith Sonys update loop. Apart from the physical size the 55 inch set has two feet on the left and right side of the TV and the 43 inch model has a central stand, which does your TV have.

It would be very unusual for a new larger model of TV to be self identifying as an older smaller model.

Are you able to share a picture of the TV and then perhaps a picture of the Customer Support screen

with the model number.

Have you checked the label on the back of the television.

Below are images of the two different TVs, the KD-437000E is first with the sunset, the KD-55XF7003

is the lower image with the mountain scene, which one is your TV.

Click on the link below to get access to the update for your the KD-55XF7003,

https://www.sony.co.uk/electronics/support/lcd-tvs-xf70xx_x70xxf_x73xf-series/kd-55xf7003/software/0...

The KD-55XF7003 is listed under View All Applicable Models.

Read and follow the instructions  carefully.

[Claire75]

 

The top is what it’s saying the bottom is what is on the back of my tv, I don’t know if a factory reset will sort it I can’t understand how this has happend I have opened a case with Sony and will be ringing them on Monday 

[Claire75]

 picture of my tv 

[daveyh64]

That really is very strange and something that only Sony could give an answer to.

The TV is clearly the KD-55XF7003 as the label on the back confirms and the position of the legs/ stand.

You could try a factory reset and see if that clears the issue, or go ahead with the update and see if that 

resolves the issue.

Did you buy this TV new and has it ever been repaired. I had a smaller version of your TV the KD43XF7073 and it had to have its mainboard replaced (apparently a common fault in these models) and I was wondering if your TV had a similar repair they may have input the wrong ID when putting the TV back together.

[Claire75]

Yes I bought the tv from new and has never been repaired and because it’s comming up as an older model it won’t let me update I’m a apprehensive of doing factory reset as I don’t really understand it all 

[daveyh64]

How were you informed of the update, was it from the TV itself and if so it is odd that it would inform you of the update but not install it due to the incorrect ID.

A Factory Reset is not that scary, it just reverts the TV back to the condition it was in when you first received it.

After the reset you will need to rescan for TV channels. Also yo will need to change the picture settings  and sound settings to what you have at the moment so take a note of those before resetting, also take a note of any other settings/ preferences you have set on your TV, Network WiFi and or Ethernet settings, System Settings.

Go through all the settings taking notes or pictures so you can input them back when you have reset.

The link I posted earlier takes you to the Download page for the update, here you can download the update to your computer and then transfer it to a USB stick and install it to your TV that way. There is still the possibility that the TV will reject it because of this ID mismatch.

From the link you will see what the benefits and improvements of the update are,

About this download

Benefits and Improvements

• Resolves an issue where there was no audio on a specific TV channel after choosing a particular audio track (France only)

This update is only relevant to those operating the TV in France, so in effect will do nothing for you so you may want to give it a miss.

In the time that you have had this television there would have been a few updates a long the way,

did you ever encounter this problem in the past.

[Claire75]

I was informed bout the update via the Sony support app I’ve got on my phone n I will do reset hopefully that will resolve it and good idea about taking photos before hand thank you for your advice 

[LightFoot]

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@Claire75 wrote:

 picture of my tv 

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Hi @Claire75   It is difficult to scale a photograph, so could you measure the diagonal. It looks like 43” to me and not 55”. I would tend to believe what is displayed on the screen and not what’s on the label.

Just in case you are not familiar with the Sony model numbering, the 43/55 is the diagonal distance in inches.

Where did you buy it from new?

[LightFoot]

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@Claire75 wrote:

Yes I bought the tv from new and has never been repaired and because it’s coming up as an older model it won’t let me update I’m a apprehensive of doing factory reset as I don’t really understand it all 

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Hi @Claire75   

There should be no need to perform a factory reset. However, it is a good idea to measure the TV diagonally in inches.

If it is 55 inches, then the model number is KD-55XF7003.

KD-55XF7003 Specifications | Sony UK

If it is 43 inches, then the model number is KD-43X7000E.

If it is KD-55XF7003 then there is a software update available.

Firmware update to v8.933 | Sony UK

If it is KD-43X7000E then nothing is available, but the UK model KD-43XE7000 has the same firmware update available.

The real question is for your Retailer (who sold you the TV), why the label does not match the device display.

Note E & F are year numbers. E=2017, F=2018. The 700x is the value model.

Please let us know how you get on..