topic Re: KD65XF8796BU keeps saying ethernet disconnected in Android TV

KD65XF8796BU keeps saying ethernet disconnected

Marcmcgrath — Sun, 26 May 2019 14:07:16 GMT

Hi All,

Bought the above last month from Currys. I really like the TV no issues with anything else.

The TV is connected via an ethernet which is connected to a five port switch. Which is connected to a powerline adapter which goes to my sky broadband downstairs (live in a townhouse).

Every so often the TV keeps saying ethernet disconnected and it will cut off from the built in netflix/Amazon prime/YouTube.

None of my other devices suffer from these disconnects. I can be on ps4 playing cod and the error message will pop up in the top right but wont disconnect me from cod or my game etc.

It is literally only the TV that drops connection not anything else connected to the switch.

TV is running latest firmware.

Re: KD65XF8796BU keeps saying ethernet disconnected

Anonymous — Mon, 27 May 2019 15:41:48 GMT

Hi there,

Have you tried a factory reset?

Best wishes,

Re: KD65XF8796BU keeps saying ethernet disconnected

Marcmcgrath — Sat, 15 Jun 2019 08:00:13 GMT

Hi,

Thanks for the reply.

What's the factory reset entail? I am running oreo firmware and would like to know

Will it change my firmware?

How do I do a factory reset?

Kind regards

Get Outlook for Android

Marc

[contact signature removed]

Re: KD65XF8796BU keeps saying ethernet disconnected

mickyt — Fri, 14 Jun 2019 19:17:48 GMT

bravia 55xe8596 bought 18 months ago. Great tv, but downloaded the Oreo firmware update before Sony delayed its auto update. TV wont stay connected to ethernet or wifi and soft reset and factory reset only fix this problem temporarily. Is a damn nuisance.

Re: KD65XF8796BU keeps saying ethernet disconnected

dutchice — Sat, 15 Jun 2019 08:06:01 GMT

Hi @Marcmcgrath,

The pop-up issue you mention is as of the moment under investigation at Sony.

I do however believe that in your particular case the reason is due the nature of packet transmission by the powerline adapter. As a quick test have you tried running a direct LAN cable to the router from your TV bypassing both the switch and powerline adapter to see if that alleviates the issue?

Keep us posted!

Cheers,

Dutchice

Re: KD65XF8796BU keeps saying ethernet disconnected

stewartgordon4 — Sat, 15 Jun 2019 14:42:13 GMT

i have the same problem with my kd65 xf9005 it keeps saying ethernet disconnected i phoned sony suport and allthey advised me to do was switch off the tv and router at the mains then switch back on when i switch back on it works for about a hour then i have to do it over again my ethernet is connected direct from my sky router to the tv this only started once i got the oreo update i was watching netflix last night when the screen went blank the tv had disconected from netflix and it said ethernet disconnected sony have escalated my ticket and will get back to me i wont hold my breath

Re: KD65XF8796BU keeps saying ethernet disconnected

mickyt — Sun, 16 Jun 2019 08:28:04 GMT

This seems to be a problem caused by uploading the oreol update before Sony realised there were problems. They rolled out the auto update last month so Keeping fingers crossed they can sort it out.

Re: KD65XF8796BU keeps saying ethernet disconnected

mickyt — Sun, 16 Jun 2019 08:41:18 GMT

My TV is hardwired directly from modem.

Re: KD65XF8796BU keeps saying ethernet disconnected

mickyt — Tue, 18 Jun 2019 12:59:28 GMT

TRY THIS IT WORKED FOR ME. Think it was the 6.6510 update that did it. The tv Auto update does not find it.

1-Remove all external devices.

2-Unplug TV from mains and plug it back in after 2 minutes.

3-Ensure that the TV is running on 6.6510 software version, by checking:

Home - Help and you will see the software version at the top right of your screen.

If your TV is not running on the above software version, please visit the below link for the latest update:

https://www.sony.co.uk/electronics/support/lcd-tvs-android-xe85xx_x85xxe-series/kd-55xe8596/downloads/00016046

4-Please ensure that the Android TV Core Services application is "Version 1.8.5." or higher:

Home - Settings - Apps - Android TV Core Services.
If the Android TV core is not updated, please follow the below steps:

Home - Apps - Get More App - Sign into your Google account.

Select the My App menu in the Google Play Store.

Select the Android TV Core Services application - Update.

5-Clear Cached Data & Reboot the television:

Home - Settings - Storage & Reset - Internal Storage - Cached Data - Select Yes to clear it.

6-Press on the green power button for more than 5 seconds until a message appears on the screen " Powering Off " or " Shutting Down".

7-Connect your TV to a different internet source such as a personal hotspot using a smart mobile.

8-Perform a factory reset as follows:

https://www.sony.co.uk/electronics/support/articles/00122829

Initial Set up:

https://www.sony.co.uk/electronics/support/televisions-projectors/articles/00122502

Re: KD65XF8796BU keeps saying ethernet disconnected

mickyt — Tue, 18 Jun 2019 13:04:11 GMT

REF. my last post. Must add it was Sony support who sorted it out. WELL DONE

Re: KD65XF8796BU keeps saying ethernet disconnected

outpost33 — Fri, 02 Aug 2019 11:30:26 GMT

Hi,

I have this problem on my KD-49XE9005 since updating to Oreo. I tried the above fix from mickyt, but it didn't work for me. I am running the latest software version, and the latest Android Core Services version.

Could someone from Sony comment on this? What's the ETA on a fix?

Re: KD65XF8796BU keeps saying ethernet disconnected

mickyt — Sat, 03 Aug 2019 15:56:12 GMT

Good luck with that my friend. my 55xe8596 been doing the same since Oreo.
No positive help from sony, *I just reset or unplug ethernet cable and plug
in again . Pain in the Butt when watchin Netflix though.*

Re: KD65XF8796BU keeps saying ethernet disconnected

mickyt — Sat, 03 Aug 2019 16:14:28 GMT

Just to keep you in the picture. whilst trying to sort out the "TV disconnected from Ethernet" problem, my tv started to freeze. Software problem. Sony adviser sorted that out with an update, but the disconnection from Ethernet has started again. I am just fed up with sending emails to Sony and getting replies asking me to video the problem and send it in an email or have you tried this have you tried that. They just do not seem interested in sending out an engineer. this problem is not going to go away. They wont admit the problem is with the software and not my internet. Now tv box is connected to same modem on separate cable with no problems.

Re: KD65XF8796BU keeps saying ethernet disconnected

Marcmcgrath — Sat, 10 Aug 2019 22:57:32 GMT

Mine is still ongoing. I do love the tv but half wish I bought a different brand. It's useless for anything as it just keeps dropping connection.

Sony what are your thoughts on this?

Re: KD65XF8796BU keeps saying ethernet disconnected

bigtedrx — Sun, 11 Aug 2019 10:41:51 GMT

My kid 49xe8396 is doing the same since updating to Oreo

Re: KD65XF8796BU keeps saying ethernet disconnected

dutchice — Wed, 14 Aug 2019 10:41:09 GMT

Hi @bigtedrx,

Welcome to the Sony Online Community! I suggest you switch off the IPv6 option for LAN and Wi-Fi connected devices from the settings menu of the modem or router to which the TV is connected.

Consult your broadband provider for instructions on how to switch off the IPv6 option if you are having difficulties finding the option.

Keep us updated,

Cheers,

Dutchice

Re: KD65XF8796BU keeps saying ethernet disconnected

mickyt — Wed, 14 Aug 2019 10:38:39 GMT

HI Mario.
Thanks for your suggestion, but do you think it the reason why the android
application is constantly disconnecting. Was watching Netflix on the tv app
when it disconnected, so immediately switched to Netflix app on the Now tv
box, with no problems, tried switching back to tv app. No connection. Both
on separate cables (cables switched to check them) Now tv box download
speed today 58 Mbps. Have discovered that if I unplug the cable from the tv
and plug back in, the tv searches for network and reconnects.

Re: KD65XF8796BU keeps saying ethernet disconnected

dutchice — Wed, 14 Aug 2019 10:43:05 GMT

Hi @mickyt,

I already mentioned here above, what the possible solution is to the issue. Try that out then update us back on the result.

Cheers,

Dutchice

Re: KD65XF8796BU keeps saying ethernet disconnected

Aitchgee — Wed, 16 Oct 2019 07:28:13 GMT

I have been having exactly this problem with my KD43XF8096. I tested the cabling by substitution and tried plugging in to different ports on the switch and finally directly into the Sky modem. No result. All the software is up to date and I have done a couple of factory resets. I too found unplugging and reconnecting the ethernet cable restored the connection.

Two days ago I read your post and turned off IPv6 at the modem.

No problem since! Thanks very much!

Re: KD65XF8796BU keeps saying ethernet disconnected

mickyt — Wed, 16 Oct 2019 09:56:17 GMT

Thank you for that , it seems to be the only solution. Unfortunately cannot
turn off IPv6 on the Sky Hub