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Rookie
Posts: 1
Registered: ‎04-06-2017
Message 1 of 8 (766 Views)
Accepted Solution

HT-NT5 soundbar stops functioning with X930D daily

[ Edited ]

I have a X930D which was purchased about 6 months ago. Sony has refurbed it as the picture stopped working. I also have a HT-NT5 and have ZR5 wireless speakers for surround.

 

 

Maybe 1/3 of the time when I power on the TV, the soundbar will be on (i.e. "using external speakers"), but no sound will come out. If I revert to internal speakers, the TV's work fine, but I can't get the soundbar to work nor my ZR5's.

 

The only way to fix this is to reset the TV (hold down the TV power button for 10 sec) but that's quite a huge annoyance. Last time it occured, this still didn't fix the problem and I had to restart the soundbar too.

 

Any idea what is causing this or how to fix it? I saw some similar threads but didn't see any solutions. Having this issue every single day is just maddening. Thanks.

 

edit: Confirming that I now need to hard unplug the soundbar and plug it back in to resolve the issue now.

Enthusiast
Posts: 15
Registered: ‎08-24-2016
Message 2 of 8 (730 Views)

Re: HT-NT5 soundbar stops functioning with X930D daily

I have had a similar problem with my HT-NT5 sound bar.  I bought it last August along with a new Sony 4K (X930D) TV.  Either the sound bar itself or the subwoofer would mysteriously stop working.  It became more frequent, and the Geek Squad came out to try to find the problem.  They told me it was the sound bar, so I took it back to Best Buy which sent it on to a Sony repair facility.  After waiting 3 months, I was told it couldn't be repaired and that I would get a new one.  I just set up the new one a couple of weeks ago and it was working fine for the first week, and then the sound went out.  I fiddled with the "input" button of the remote, selected the sound bar, and the sound returned.  Last night, when I turned on the TV, no sound again.  Unplugging and replugging the soundbar and subwoofer didn't solve the problem.  After talking to a Sony tech person on the phone couldn't help, I was told to take the sound bar back again.  This is ridiculous!  After I got off the phone, I unplugged the TV, waited and plugged it in again and now I have sound.  Seems to me that the chances of getting two new sound bars with exactly the same problem are pretty slim.  I'm wondering if it isn't the TV's ARC input  or something with the TV.

Rookie
Posts: 1
Registered: ‎04-12-2017
Message 3 of 8 (720 Views)

Re: HT-NT5 soundbar stops functioning with X930D daily

It's not the soundbar I don't think - I'm facing same situation. However sound from a Bluetooth connection or my console (xbox S) works when the above symptoms show up. In other words, the TV won't work with sound, but all my other ports and bluetooth will generate proper sound. So my guess it's an issue with the TV software or ARC HDMI port. Try that next time when the TV sound doesn't work - see if other ports/bluetooth work.

Rookie
Posts: 1
Registered: ‎04-12-2017
Message 4 of 8 (716 Views)

Re: HT-NT5 soundbar stops functioning with X930D daily

XBR55X930D here with a vizio soundbar connected via ARC

When I turn the tv on it flip flops between internal and external speakers then usually ends up on the internal speakers until I powercycle the soundbar again. Pretty annoying
Moderator
Posts: 880
Registered: ‎11-04-2016
Message 5 of 8 (690 Views)

Re: HT-NT5 soundbar stops functioning with X930D daily

Hi All,

 

Welcome to the SONY Community!

 

We apologize for the delay in releasing this update. We are working hard to make this update available. Unfortunately, the software requires further testing and enhancements before we can release it.

 

We appreciate your patience as we continue to work to make this update available. We hope to have the software ready for release later this Spring 2017.

 

 

I will also send you a private message. Kindly check your Community inbox.

 

 

Regards,

~Erin

Rookie
Posts: 1
Registered: ‎04-16-2017
Message 6 of 8 (656 Views)

Marshmallow upgrade problems

Sometimes I have to wait up to 2 minutes before a picture appears on the screen sound works but no picture lots of funny things going wrong with the TV which I bought a Samsung

Moderator
Posts: 880
Registered: ‎11-04-2016
Message 7 of 8 (537 Views)

Re: Marshmallow upgrade problems

Hi Rodjames,

 

Welcome to the SONY Community!

 

Greetings and thank you for your message. On this site, we are able to provide assistance for customers in North America, Latin America, and Asia Pacific. For further assistance regarding your product, we highly recommend visiting our Sony Global Web site for information on contacting the Sony Support Center in your region at http://www.sony.net/SonyInfo/Support/.

 

 

Regards, ~Erin

~Erin

Highlighted
Moderator
Posts: 880
Registered: ‎11-04-2016
Message 8 of 8 (377 Views)

Re: HT-NT5 soundbar stops functioning with X930D daily

[ Edited ]

Hi All,

 

Welcome and thank you for considering the SONY Community!

 

 

We recommend updating the TV and Sound bar's software to the latest version that was just released.

 

Steps to Update the Software of Your TV
Software updates often improve performance and provide new features.

 

For Android TV models:

  • Check if updates are available for your TV.

    By default, the Automatic software download setting from your TV is turned ON. This means that as soon as an update is available for your device, it will start downloading automatically. If you turned this setting OFF, you will have to manually check if updates are available for your TV.

    • If you disagreed to the Sony privacy policy during the initial setup of the TV, automatic updates will be turned OFF.
    • Even if you revert that setting to ON, the TV will not receive software updates through the Internet - not until you agree to the Sony Privacy Policy. You can review and agree to the Sony Privacy Policy at any time by selecting Privacy Setting in the Help menu.

      image

    To check whether the Automatic software download setting is turned ON or OFF, or to manually check if a system firmware update is available, follow these steps:

    1. Press the HOME button on your remote control
    2. Scroll down to select the Settings menu.

      Help menu

    3. Select Help.

    4. In the Help menu, scroll down until you find System software update - Update the TV system software under System.

      Update menu

    5. Then, either use the Check for a system software update function, or restore the Automatic software download setting to ON

    At that point, your TV will start browsing for updates and will offer to download them if any are available.

  • Download updates through the Internet directly.

    If an update is available for download, the procedure to download it will be the following:

    1. First, the TV will ask if you wish to proceed with the download, and display the contents (new features, bug fixes, etc.) of the update.
    2. Select Yes to continue.

    NOTE: You can use your TV normally while it is downloading an update.

    Downloading updates and installing updates are two different processes.

  • How to install the software update.

    Once the TV finishes downloading an update, it will then ask if you wish to install it.

    Select OK to accept and start the installation. Alternatively, you can select Cancel, and proceed later with the installation of the update.

    IMPORTANT: Be advised that installing an update can take up to 30 minutes, a time during which you will not be able to use your television, and a screen with an update icon will be displayed.

    Update screen

    WARNING: There is a risk of hardware damage. During the installation of the update, do not press any buttons, power off the TV or disconnect it from the AC power outlet. Loss of power during the installation of the firmware update may cause the TV set to become unresponsive or require a repair.

    As soon as the installation of the update finishes, you can use your TV normally again.

  • Updating the software using a USB flash drive.

    If your TV doesn't have Internet access and/or you wish to do the update manually, you can do so using a USB flash drive, by downloading the update from the Sony eSupport website. Go to Drivers and Software .

    NOTE: The instructions for how to download the file to a USB device and install the updates on the TV are available through the Software and driver updates page.

NOTE: Additional information about the benefits of software updates is available.

 

Steps to Update the Software of Your Sound Bar

 

Update via Internet Instructions

WARNING! Please follow the update instructions carefully. Failure to follow the instructions may interrupt the update process and may cause the Sound Bar to be unresponsive or to require repair.

 

Note: The firmware update process usually takes about 15 to 30 minutes, depending on system configuration and network connection.

 

  1. Power on the television and make sure it is tuned to the inputs to which the Sound Bar is connected.
  2. Make sure the LAN (100) terminal on the Sound Bar is connected to your Internet source using an Ethernet cable.
  3. Power on the Sound Bar.
  4. After power on, press the HOME button on remote control.
  5. At the Home screen, use the arrow keys Arrows on the remote control to select Setup, then Software Update, and then press the ENTER Enter button button.
  6. Select Update via Internet, and then press the ENTER Enter button button.
    Note: The message A new software version has been found on the network. Do you want to update the software? is displayed on the television.
  7. Select OK and then press the ENTER Enter button button.
  8. The message Update to a new software version. Never turn off power while performing update. Current version M34.R.xxxx New version M34.R.2084 is displayed on the television.
  9. Select Start and then press the ENTER Enter button button.
    Note: The message Update Caution is display on the television.
  10. Select OK and then press the ENTER Enter button button to proceed with software update.
  11. The upgrade starts and UPDT will appear on the Sound Bar display window.
    Note: The update will take approximately 5 minutes to start after the software download is completed.
  12. When the update is finished, DONE will be displayed on the Sound Bar display window, and the Sound Bar will restart automatically.
    WARNING! Do not operate or power off the Sound Bar until the update is complete. Doing so may cause the Sound Bar to be unresponsive or to require repair.
  13. Check the current firmware version to confirm that the update has successfully installed.
    Note: If the last four digits of the version number are 2084, the firmware update was successful

 

Update via USB Memory Instructions

Note: The firmware upgrade process usually takes about 15 to 60 minutes.


WARNING! Do not power off the Sound Bar or disconnect it from the AC power outlet. Doing so may damage the Sound Bar to the point of requiring repair.


WARNING! Do not press any buttons, except as instructed, until the update is complete. Doing so may damage the Sound Bar to the point of requiring repair.

 

  • IMPORTANT: Please do not remove the USB storage device until the update is complete.
  1. Power on the television and make sure it is tuned to the inputs to which the Sound Bar is connected.
  2. Power on the Sound Bar.
  3. Insert the USB storage device (with the latest software) into USB port of the Sound Bar.
  4. At the Home screen, use the arrow keys Arrows on the remote control to select Setup, then Software Update, then Update via USB Memory, and then press the ENTER Enter button button.
    Note: The message Update files found in the USB memory. Do you want to update software? Current version M34.R.xxxx New version M34.R.2084. Do not turn off the power or remove the USB memory during the update is displayed on the television.
  5. Select Start and then press the ENTER Enter button button.
    Note: The message Update Caution is display on the television.
  6. Select OK and then press the ENTER Enter button button to proceed with software update.
  7. The upgrade starts and UPDT will appear on the Sound Bar display window.
    Note: The update will take approximately 5 minutes to start after the software download is completed.
  8. When the update is finished, DONE will be displayed on the Sound Bar display window, and the Sound Bar will restart automatically.
    WARNING! Do not operate or power off the Sound Bar until the update is complete. Doing so may cause the Sound Bar to be unresponsive or to require repair.
  9. Once the update is complete, you may remove the USB device from the Sound Bar.
  10. Check the current firmware version to confirm that the update has successfully installed.
    Note: If the last four digits of the version number are 2084, the firmware update was successful.

 

Here is a link to the Drivers & Software Downloads section of the Sony eSupport website:

http://esupport.sony.com/US/p/select-system.pl?DIRECTOR=DRIVER

 

 

Best regards,

~Erin

 

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