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Enthusiast
Posts: 6
Registered: ‎01-16-2017
Message 31 of 38 (1,016 Views)

Re: Seem to have multiple problems after Dec 2016 software update - xbr55x850c

I have mine connected to my wireless network but before this update my set worked great. Also according to Sony's tech support there is an update coming out in about a week that will be fixing all our issues.

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Rookie
Posts: 1
Registered: ‎03-13-2017
Message 32 of 38 (689 Views)

Re: Seem to have multiple problems after Dec 2016 software update - xbr55x850c

I went online and chatted with someone from Sony tonight.  I have had all the same issues to include not being able to turn the tv on without unplugging it.  

 

They said that the marshmallow update is coming out tonight.  

 

He was sure that this would fix the issues.  The engineers have been working on it for a long time according to him.  I am never the person who tries it the night the update comes out but hopefully this will work. 

Enthusiast
Posts: 1
Registered: ‎01-09-2016
Message 33 of 38 (623 Views)

Re: Seem to have multiple problems after Dec 2016 software update - xbr55x850c

These are exactly the problems I am having now. I contacted Sony and got this response:

We are really sorry for the trouble and inconvenience.

We appreciate your efforts in performing the trouble shooting steps.

Since the issue persist after troubleshooting steps, the device need to be diagnosed by a technician. Let me help you with the link to request service:

https://esupport.sony.com/US/p/service.pl

Should you have further questions, please feel free to get back to us or contact our Phone support team (1-800-222-7669, Mon - Fri from 8am - 12am ET (Midnight) & Sat - Sun & Holidays from 10am - 9pm ET) and will be glad to assist you further.

Thank you for choosing Sony and have a good day ahead.

Regards,

Alan

(C9GM)

Sony Video and Sound Email Response Team.

 

I have contacted that number and they just tell me my TV has a hardware problem. Frustration is what I am feeling since I had zero problems before this update.

 

Enthusiast
Posts: 6
Registered: ‎01-16-2017
Message 34 of 38 (618 Views)

Re: Seem to have multiple problems after Dec 2016 software update - xbr55x850c

Gwirtel I feel your pain as I was told all the above. I was told that my TV had hardware issues after all of the resets and hoops they had me jump through and that an engineer would contact me in a couple of days only to have a tech support person call me back and change that the issues was software now and not hardware. And that there would be a software update out in a couple of weeks well its been 3 weeks now and still no update.  I see from the post before yours that it would come out last night still no update I've ck 2 times so far today. At this time I think tech support just tells you there is a fix around the corner to get you off of the phone. I know i'm tired of waiting to get this taken care of and I haven't been able to watch Amazon Prime, Netflix or Hulu for almost 3 months now, that is why I got a smart TV in the first place. Sony PLEASE get this taken care of.

Enthusiast
Posts: 6
Registered: ‎01-16-2017
Message 35 of 38 (368 Views)

Re: Seem to have multiple problems after Dec 2016 software update - xbr55x850c

Back on 2-21-17 that was my third post on this issue, I was told that there would be an update for the problems with Android 6.0 out in a couple of weeks well its been 5 weeks now and still no update and on 3-13-17 B28lamb was told the update was coming out that night, checked this morning and still no update. So I decided to contact Sony Tech Support again today. So now they are going to send out a repairman and replace the circuit board that has the updated 6.0 marshmallow operating system on it with a new circuit board that has the previous operating system that worked on it. I don't know why it has to be so difficult to get the original operating system back, but at this point I don't care as long as it works like it did when when I first got the TV set. I will update this post after the circuit board is installed and let you know if it fixed the TV. I will be turning off the auto update function if this fixes all my problems.

Rookie
Posts: 2
Registered: ‎03-24-2017
Message 36 of 38 (275 Views)

Re: Seem to have multiple problems after Dec 2016 software update - xbr55x850c

Same problems y'all are having. It's bad they haven't fixed this yet. Sony used to mean quality. In the age of social media, do they really want hundreds of customers posting horror stories??
Rookie
Posts: 2
Registered: ‎03-24-2017
Message 37 of 38 (247 Views)

Re: Seem to have multiple problems after Dec 2016 software update - xbr55x850c

Updating....

 

So I called Sony Support, and they answered after a while. It was pretty ****** impressive that I could go into my tv settings and generate a number and read it to him --which allowed them to take control of my tv menu and look at things. (You expect remote access on computers these days, so it's nice to see on a tv as well.)

 

Here's what he did:

Navigating to our apps, he cleared the data/cache on Netflix and Amazon video apps, then restarted the tv.

 

We watched Netflix the rest of the evening without any of the Sony firmware error messages popping up. That it MAY BE the APPS causing the trouble sort of makes sense. In the past when the firmware error messages locked our tv, restarting the tv usually solved the problem. From time to time, we also plugged in our ROKU and accessed Netflix or Amazon using ROKU instead of the downloaded Sony netflix/amazon apps, ...and that seemed to keep the tv's firmware from ****** out.

 

Here's  hoping.

Enthusiast
Posts: 3
Registered: ‎03-25-2017
Message 38 of 38 (201 Views)

Re: Seem to have multiple problems after Dec 2016 software update - xbr55x850c

Hi!  Is your TV still working OK?  I have had the same problems you described since the December 2016 upgrades.  Sony tech support was worthless.  I cleared the cache on my Amazon app but it still won't work.

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