Article ID : 00182187 / Last Modified : 16/08/2017

BRAVIA TV reboot issue - UPDATE

Applicable Products and Categories of This Article

2013-06-17

UPDATE – 6pm 25/06/2013:

Sony has taken steps to insure against similar events happening in the future by updating the television firmware (new version: PKG1.921GAA) which is available from today.

If your set is connected to the internet then this update will happen automatically (ensure auto-update setting is switched on), if not then you can download the latest firmware for manual update.

If your TV is not connected to the internet, please follow the instructions for installation of the latest firmware on our website.


UPDATE – 12.30pm 19/06/2013:

Sony has identified that corrupt broadcaster EPG data has been affecting some BRAVIA TVs (from KDL-EX550, KDL-EX650, KDL-HX750 and KDL-HX850 series) in NSW, VIC and QLD. EPG data is sent directly to the TV set periodically by an automated system within broadcasters.

NINE Network Australia engineers are believed to have identified the source of the corrupt EPG data, have stabilised the issue and are working through solutions to provide a permanent fix.

If any customers are still experiencing issues, we advise them to unplug their TV from the powerpoint, leave to stand for one minute and then plug it back in.

Keep checking here for further updates but in the meantime, if you have any further questions relating to your BRAVIA TV please contact Sony Customer Contact Centre on 1300 13 SONY (7669).


UPDATE – 9.35am 19/06/2013:

Sony is aware of further intermittent issues of corrupt broadcaster EPG data affecting KDL-EX550, KDL-EX650, KDL-HX750 and KDL-HX850 BRAVIA TVs last night. Overnight, the broadcaster proactively identified the reoccurrence and advised Sony this morning they have a new solution in place. If any customers are still experiencing issues, we advise them to unplug their TV from the powerpoint, leave to stand for one minute and then plug back in and the issue will be resolved.


UPDATE – 4.45pm 18/06/2013:

Sony engineers earlier discovered a corrupt EPG data issue that was affecting some BRAVIA TVs. EPG information is sent directly to the TV set periodically and automatically by broadcasters.

Sony has worked with the broadcaster in question to successfully resolve the issue. If any BRAVIA owners have been affected, we advise them to simply turn off their TV at the power point, wait one minute and turn it back on again and this issue will be resolved.

If you have any further questions relating to your BRAVIA TV please contact Sony Customer Contact Centre on 1300 13 SONY (7669).


UPDATE – 3.00pm 18/06/2013:

We have identified an issue with corrupt Channel-Guide (EPG) data from a broadcaster which causes TVs to reboot in some instances.   EPG information is sent directly to the TV set periodically and automatically by broadcasters. Our engineers are working with the broadcaster to resolve their issue as a priority. 

The issue is with Free-to-Air TV specifically so if you have an alternate means of receiving free-to-air TV (e.g. Foxtel, PVR or Set-top box) you can view TV channels via those devices by unplugging the power, unplugging the antenna and repowering the set without the antenna cable connected to the TV, until the EPG issue is resolved.

In some instances, the issue can be temporarily resolved by powering down the TV, unplugging from the power point, leaving for two minutes and then restarting.  Alternatively, you can follow the steps below to reset your TV.

1. Turn set off. Unplug from the wall and wait for 2 minutes.
2. Unplug antenna and then plug in and turn TV set back on WITH THE ANTENNA STILL UNPLUGGED
   The TV should turn on normally
3. Please perform a factory reset as follows
   a. Press the Home button on the remote & scroll across to the ‘Settings’ option
   b. Scroll up or down to highlight the ‘System Settings’ option and press the enter key on the remote
   c. Scroll up or down to highlight the ‘General Set-up’ option and press the enter key on the remote
   d. Scroll up or down to highlight the ‘Settings’ option and press the enter key on the remote
   e. Highlight ‘Yes’ and press enter key. TV will restart.
   f. Follow prompts to complete the reset.

PLEASE CHECK BACK on www.sony.com.au/support for further updates on this issue.

NOTE: If you must watch free to air TV with the antenna connected avoid using the TV Guide page. Please be aware however the issue may re-occur when auto TV Guide updates are sent. In which case unplugging the power from the wall for 2 minutes may again temporarily resolve the issue.

We apologise for any inconvenience this issue has caused.