Skip to the end of navigation

Welcome to the Community!

4K Ultra HD TV

Showing results for 
Search instead for 
Do you mean 
Reply
Expert
Posts: 127
Registered: ‎01-26-2018
Message 41 of 54 (749 Views)

Re: This last update is an absolute joke.

@xbr49. You’ll probably get better results talking on the phone. The mods only comments every few days it seems and usually will tell you to call their support line after they repeat their scripted answer.

Now are keys stuck on the remotes only? Does the keys on your tv move the cursor? It’s weird that only the cursor keys are the issue even on a new remote. It’s possible that it’s a software issue. Did you recently updated?
Enthusiast
Posts: 9
Registered: ‎02-05-2018
Message 42 of 54 (651 Views)

Re: This last update is an absolute joke.

Thank you Hellavagi for your response. I've been desperate for a response.

Yes, we've called the support line. With them, we already went through (1) resetting the remote and (2) resetting of the TV and (3) using the cursor keys on the back of the TV itself. None of these solved the remote cursor key problem. And, the cursor key control on the back of the TV itself does not work. We have kept up with the latest software updates. Our current software version is PKG5.313.0160NAB. We have not done a "factory reset."

Expert
Posts: 127
Registered: ‎01-26-2018
Message 43 of 54 (647 Views)

Re: This last update is an absolute joke.

Unfortunately there’s no factory reset. Resetting the tv will not revert the firmware. I don’t have the same tv so my firmware is different than yours. But since neither the buttons on the tv and remote works, then we can mostly rule out hardware issues unless the mainboard is somehow not relaying the signal. It could be software related but this issue is unknown to me. Maybe it got corrupted during install. So even after talking to support they did nothing? Or are they “investigating” the issue? Is it still in warranty? If it’s not one of the know software issues, they should send a tech out to check the components. Honestly I dealt with Sony support for receivers and they were good about it, but the way they handle tv is unacceptable. I dealt with Samsung TVs before and they sent a tech out after one phone call.
Enthusiast
Posts: 9
Registered: ‎02-05-2018
Message 44 of 54 (630 Views)

Re: This last update is an absolute joke.

I have been wondering about doing a factory reset. Are you saying that a factory reset cannot be performed on my TV? Yes, customer support did nothing. They are not presently investigating it further; that is, there is no type of “work ticket” open for my issue. My TV is no longer under warranty. If I have to get a technician out to my house, how do I do that? Who should I call?
Expert
Posts: 127
Registered: ‎01-26-2018
Message 45 of 54 (627 Views)

Re: This last update is an absolute joke.

I’m assuming your tv uses the same android tv os, in which then no factory reset is not a thing we can do. When they recommend reset, it does not rollback any updates and from what they told me, there’s no way to do a true factory reset. If not then yours may be different. Sony should still be willing to send out a tech or provide a third party they’re partnered with. No idea on how much that’ll cost. There’s also Best Buy Geek Squad.
Enthusiast
Posts: 9
Registered: ‎02-05-2018
Message 46 of 54 (508 Views)

Re: This last update is an absolute joke.

Thank you for your patience, Hellavagi. I've taken up a lot of your time. I really appreciate your expertise and input.

At this point, a SONY moderator should step in and walk me through on how my TV can be fixed. They should be willing to either call me and walk me through the process, or send out a tech to fix my TV. I am not willing to pay for a service to fix my TV that I did not break. My TV and I were getting along until I complied to click on the "update software" reminder, software version PKG5.313.0160NAB.

I purchased the Sony TV XBR-49X830C because of the longtime, trusted, brand name of SONY; that for generations have been a leading brand of good quality products. It is the first smart TV purchase I made. I chose to buy a SONY, because it's a SONY.

So Sony Moderator, I would really appreciate if you can reach out to me, to us, with a solution.



Expert
Posts: 127
Registered: ‎01-26-2018
Message 47 of 54 (498 Views)

Re: This last update is an absolute joke.

The mods may not even see this post. And they offer nothing that support wouldn’t. You can try to PM the mods or call support and ask them to direct you to public relations. They’re the ones who handles setting up repairs, but after they consult their engineers. The fact that support didn’t offer any solution or escalate the case is the reason why I won’t be getting another Sony tv.
Specialist
Posts: 26
Registered: ‎08-31-2016
Message 48 of 54 (229 Views)

Re: This last update is an absolute joke.

Hey XBR49, not to insult you , but did you rule out the remote is not faulty? One time I thought my remote didn't work because only some buttons worked. I changed the batteries and then they all worked. You may also want to bring your remote to a Best Buy store and see it it operates the Sony TV's on dispay there properly.  If it too fails to make the left/right/up/down navigation work, then I think you can buy fairly cheap universal remotes that can control the basic functions of a Sony TV.

Expert
Posts: 127
Registered: ‎01-26-2018
Message 49 of 54 (226 Views)

Re: This last update is an absolute joke.

He did say that he tried using another remote and that the cursor on the back of the tv also didn’t work. 

Enthusiast
Posts: 5
Registered: ‎02-03-2018
Message 50 of 54 (219 Views)

Re: This last update is an absolute joke.

Take an Android smart phone. Turn on the camera. face it at the emitter at the front of the remote and push the remote buttons. You will see the IR emitter flashing on your phone screen if it's working.
Apple devices (shrugging) have an IR filter so you wont see the remote flash so well.
At least That will work.
Sony, lets get with the program. Deal?

Get Social

Share your ideas Watch YouTube Support Videos follow us on Twitter Visit us on Facebook