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[Ben4567]

Started to get th is on the tv this morning. Was quite persistent and had to disconnect power to resolve. Sky Q is in the background but was a tv message not Sky. Have checked and no updates availble. Any thoughts please?

[dutchice]

Hi @Ben4567,

Welcome to the Sony Online Community! In order for us to understand better the cause of your problem, will it be possible for you to include the following answers for us please:

• Your TV full model number (Press HELP on the remote and view the top right corner)
• Your TV firmware revision (Press HELP on the remote and view the top right corner)
• The full list of self-installed apps which appears always on the initial upper section of your installed apps (Press [Home] > [Settings] > [Apps])

My initial perception is that you recently have installed an app which is not supported on Android TV. But let's not jump into conclusions, first get back to us with your response and we will take it from there.

Cheers,

Dutchice

[Ben4567]

Can't get to the tv at the moment! But can advise that its a KD-55XF7093 and that I havent installed anything.

Thanks for the reply.

[Ben4567]

Still get this occasionally,every month or so. I havent installed anything new so must be one of the default apps that tries to auto start every now and then. Would happily uninstall if I could determine what is behind it.

Software Version is v8.764-1000-1.700-0002

Any ideas howto troubleshoot please?

Thanks.

[dutchice]

Hi @Ben4567,

I would suggest to perform a Factory Reset on your TV. It should in most cases get rid of the problem.

To perform the factory reset follow the next steps:

1. Un-plug the TV power cord (mains lead) from the electrical outlet
2. Allow the TV to remain without power for one minute
3. Plug the power cord (mains lead) back into the electrical outlet - The TV should turn on automatically
4. Wait approximately 40 seconds for the TV to completely start up
5. On the TV remote control, press and hold the UP ARROW button. Make sure the remote control is pointed towards the front and centre of the TV.
   
   
   
6. While holding the UP ARROW button, press and release the POWER button on the TV set. The message "Reset" will appear momentarily on the TV screen
7. Release the UP ARROW button
8. Follow the on-screen instructions to complete the initial setup

Cheers,

Dutchice

[Ben4567]

I've had the sort of advice with my mobile phone and a day later having backed up and restored everything its still the same. How come a reset will sort it when it hasn't had anything installed on it?

[dutchice]

Hi @Ben4567,

There is no way for the customer to fix software issues other than performing a Factory Reset. If after a FR you still are encountering the issue, then the issue is due to a hardware fault which will require you to book a service repair.

Cheers,
Dutchice

[RedLou]

I wonder how long this issue has been plaguing Sony customers? I have exactly the same problem and there's nothing to do but turn the whole thing off at the plug, which also happens to affect my internet. Why don't you fix the issue and send an update? We pay a lot for the product and shouldn't be regularly messed around like this - turning on to catch a programme especially and finding ourselves unable to until we've gone through a whole ridiculous low tech process. Talk about contempt for the customer!

[LightFoot]

Hi @RedLou 

Welcome to this user community (not Sony). I’m afraid that nobody here can fix your issue or send you any updates. However if you contact Sony UK Support I am sure they will be able to help you.

Please let us know how you get on. This will help your fellow users with the same problem. 

[Jamesb57]

I have just had this problem today on both my Sony tv’s at the same time. I will try hard reset and let you know if it continues.