topic Re: Software update PKG6.5016.0631EUA in Android TV

Software update PKG6.5016.0631EUA

Marty.S — Wed, 03 Feb 2021 23:28:25 GMT

I updated KD55XG9505 to PKG6.5016.0631EUA today. There is now a completely new channel guide and I can no longer access catch-up TV which used to be on the blue button when the guide was active.

Has anyone else seen this issue?

Re: Software update PKG6.5016.0631EUA

Marty.S — Thu, 04 Feb 2021 00:13:36 GMT

I bought a TV with Youview and without warning it has disappeared, *****?

Re: Software update PKG6.5016.0631EUA

Joe_Dohn — Thu, 04 Feb 2021 11:40:04 GMT

The YouView app was renamed to Live TV & Catchup in the new software versions. Do you have that or is it also missing?

- JD

Re: Software update PKG6.5016.0631EUA

dog-man — Thu, 04 Feb 2021 12:12:18 GMT

That is there. It did confuse me at first.

I have the latest stupid reply from Sony Customer service.

>>>Dear Mr Lewis
Thank you for your recent email.
With reference to your enquiry regarding your Sony KD-55AG9, please note that the changes has been done on 2020 models and software. If your TV has a good channel signal and is connected to the internet the service should be working. Otherwise you may contact BBC to check with them.
Should you have any further questions, please feel free to reply to this e-mail.
Thank you for your enquiry.
Yours sincerely, <<<<<<<

Does anyone know whether Sony has a technical department who deal with complaints like this or is it just a basic customer services that I am communicating with?

Re: Software update PKG6.5016.0631EUA

Marty.S — Thu, 04 Feb 2021 14:28:03 GMT

Hi, After the update the TV defaulted to Freeview without any warning and the option for Youview / Freeview setting was well hidden. Also the option to set Youview as default was hidden. I had no idea that the initial user guide was Freeview as I've never used it before, so I assumed I'd got the wrong firmware.

After the penny dropped I fixed it, but It would have saved a lot of frustration for users if the system had stayed on the type before the update and/or Sony had put a prominent help note somewhere.

Thank you for your advice though, much appreciated.

Re: Software update PKG6.5016.0631EUA

dog-man — Thu, 04 Feb 2021 16:12:18 GMT

Have you still got the digital text service on the BBC channels?

Re: Software update PKG6.5016.0631EUA

Marty.S — Thu, 04 Feb 2021 18:21:01 GMT

No I haven't got BBC Red Button.

Re: Software update PKG6.5016.0631EUA

dog-man — Thu, 04 Feb 2021 18:49:43 GMT

Red button works for me but no BBC text. I am banging my head against a brick wall trying to get Sony customer service to understand and do something about it.

I have absolutely had it with buying any Sony products. Never again.

Re: Software update PKG6.5016.0631EUA

Campy11 — Thu, 04 Feb 2021 19:29:13 GMT

Replying to Marty.S I have updated as well KD-55AF9 and have same issues. You View with useful catch up features completely gone and catch up apps e.g ITV Hub, More 4. BBC I Player and 5 also not operable.

something seriously amiss here and Sony need to remedy an update gone badly wrong!

Sony need to come out as matter of urgency with message addressing and resolving this issue

Re: Software update PKG6.5016.0631EUA

dog-man — Thu, 04 Feb 2021 19:44:55 GMT

I hope that you are telling them this, as I am not having much luck at all. They seem to be a bunch of dimwits and not understanding what I am telling them.

Re: Software update PKG6.5016.0631EUA

Marty.S — Fri, 05 Feb 2021 10:53:31 GMT

Replying to Campy11,

The new firmware contains two TV guides, Freeview, confusingly called "TV" and Youview, confusingly called "Live TV and catch up". My set defaulted to Freeview which is the very basic, generic guide from the Freeview service, and it has no catch-up links.

This is what worked for me. Press Home on the remote then on the screen select Settings on the top line, then Watching TV, TV button shortcut, and select Live TV and Catchup. The TV should now default to Youview.

Go back to Home, on the app images near the top you can long press "TV" and move it to the other end of the line, also long press "Live TV and Catch up" and move it to start of the line to save further confusion.

Select Live TV and catch up and on the TV display press down arrow on the joggle buttons, you will see Guide, Apps, My TV, TV shows, Films.

Apps is where the catch up services are.

There are a lot more changes (improvements?) to the way the Youview guide works.

I hope this works for you.

Re: Software update PKG6.5016.0631EUA

Campy11 — Fri, 05 Feb 2021 12:03:04 GMT

Thanks to Marty.S. Thanks for your help which have followed with more success than my own partial progress.

Agree whether changes actually equate to improvements. Would help if there was greater clarity to what was happening. Just have to get used to it but, not sure if my imagination, picture seems even clearer.

Re: Software update PKG6.5016.0631EUA

dog-man — Fri, 05 Feb 2021 12:26:07 GMT

In my opinion the images are much brighter than before the software update. It is also easier to read any text on screen.

I fail to understand though, why they have chosen to remove access to the BBC text service on Sony televisions.

It totally baffles me as to why they would do this when the service is being retained by the BBC and is available on all non Sony televisions.

I will never buy another Sony product as long as I live. The text service is incredibly useful to me. I would never consider purchasing a television without access to this.

Re: Software update PKG6.5016.0631EUA

Joe_Dohn — Thu, 11 Feb 2021 13:31:59 GMT

I believe it was removed when the BBC decided to change/terminate the service then went back on it with a software update in between those 2 events, which means that the feature may come back in another update.

There was another thread for this same issue, and someone suggested a fix. Might be worth a try.

- JD

Re: Software update PKG6.5016.0631EUA

dog-man — Thu, 11 Feb 2021 15:03:58 GMT

I have tried all suggestions on this forum and none have worked.

The BBC are looking at my complaint and asked for further details. I am waiting for their reply.

It seems that my problem with the tv being sluggish after the same software update is back. Any change of channel or any operation really, is so slow now. It's like having a tv from several years ago with a much less powerful memory and operating system.

I am willing to bet that Sony will have to put out another software update to fix my problems and those that others are having.

Re: Software update PKG6.5016.0631EUA

dog-man — Thu, 11 Feb 2021 15:06:50 GMT

Are you aware that all this happened after the very recent software update and not one previously?

The BBC announced they were reversing their decision to end the text service quite some time ago.

Re: Software update PKG6.5016.0631EUA

Joe_Dohn — Wed, 24 Feb 2021 13:49:00 GMT

@dog-man

I was not actually, I came into this a little late as I don't use apps personally.

Have you gotten a response from the BBC though? It'd be really helpful to everyone if you share it with us ^^

- JD

Re: Software update PKG6.5016.0631EUA

dog-man — Thu, 25 Feb 2021 12:02:27 GMT

Look for this thread (OLED KD65AG9 Software Update Issues).

The BBC don't have a clue what Sony are on about.

I have forwarded some questions that the BBC wanted Sony to answer but Sony have ignored me and not responded.

Re: Software update PKG6.5016.0631EUA

Joe_Dohn — Thu, 25 Feb 2021 16:17:04 GMT

@Marty.S a new software version was released yesterday for some models including yours, does the issue still exist with it? (v6.5042)

@dog-man thanks for pointing me in that direction ^^

Re: Software update PKG6.5016.0631EUA

Marty.S — Fri, 26 Feb 2021 10:25:22 GMT

@Joe_Dohn I resolved my original issues as I posted further back. Basically the new software defaulted the TV to entirely inappropriate settings for UK Youview users (it looks to me like a blanket EU update). I personally don't have a problem with BBC migrating HbbTV, although a lot of people do, so I'm sure Sony could have included an option to switch between teletext and HbbTV. My only current issue is constant crashing of ITV Hub on Sony TVs, a long standing issue for which no party has taken ownership. The auto-update hasn't been sent to my tv yet so I'll wait for it.