topic Re: KDL50W755c won't switch off with remote or power button on TV. in Android TV

KDL50W755c won't switch off with remote or power button on TV.

zeetha — Thu, 07 Apr 2016 18:52:14 GMT

Hi,

We're very happy with our TV which we've had since late last year but recently we've had 3 occasions where the TV won't switch off. It is after we've thought we've switched it off but come back to a black screen with a white light below the screen which is bigger than normal. Pressing the power button on the remote and on the back of the TV doesn't do anything and trying to get a picture on the screen doesn't work either. The only way to fix it is to turn the TV off and then on again at the mains.

I did try searching the community but couldn't the same issue. Does anyone know of anyway to fix this or is it a fault?

Thanks,

Zeetha

Re: KDL50W755c won't switch off with remote or power button on TV.

Anonymous — Fri, 15 Apr 2016 15:35:04 GMT

Hi there

Can you please confirm if this is still happening after the firmware update a few days ago?

Cheers

Re: KDL50W755c won't switch off with remote or power button on TV.

zeetha — Wed, 20 Apr 2016 06:47:14 GMT

Hi,

I waited a few days just to see if was still happening but so far it hasn't so *fingers crossed* I think the firmware update has fixed it! *phew*

Thanks,

Zeetha

Re: KDL50W755c won't switch off with remote or power button on TV.

Anonymous — Thu, 21 Apr 2016 20:44:39 GMT

Brilliant - yes phew thanks for confirming.

Re: KDL50W755c won't switch off with remote or power button on TV.

zeetha — Sat, 30 Apr 2016 07:31:26 GMT

I should have waited a bit longer before reporting it fixed - its still not working properly occasionally and I have to unplug from the mains before using it as the remote won't control it.

*sigh*

Re: KDL50W755c won't switch off with remote or power button on TV.

Woolly — Sun, 29 May 2016 17:10:10 GMT

Hi did you manage to fix this as we have had the same problem for a few months now.

Thanks

Re: KDL50W755c won't switch off with remote or power button on TV.

zeetha — Mon, 30 May 2016 17:22:07 GMT

Hi,

Sorry to say that we still have this problem, though in a way its good to know we're not alone!

I've opened a support ticket with Sony and they have suggested to try a complete power off for 1 minute (didn't work) and a factory reset which we've just tried so will let you know if it works. After that we have to give them a lot more detail about firmware versions etc and they will investigate further.

Re: KDL50W755c won't switch off with remote or power button on TV.

Woolly — Thu, 02 Jun 2016 14:42:51 GMT

Thanks for replying. We've been to our supplier who has ordered a replacement remote, although I don't think this is the problem but other alternative is a reset so will be interested to know how you get on before we try this.

Re: KDL50W755c won't switch off with remote or power button on TV.

Simala — Thu, 02 Jun 2016 18:55:42 GMT

Hi,

My Sony, purchased last year, has developed an issue where if I turn the TV off I can come back later on and find that the white light at the bottom has come on. I can switch on the TV however when I try to switch it off again it doesn't respond to the control or power switch on the back of the TV meaning it has to be unplugged. A forum suggested holding down the power button on the remote for five seconds but this hasn't worked. Has this been a similar experience to the people in this thread?

thanks

Re: KDL50W755c won't switch off with remote or power button on TV.

pl.penev75 — Thu, 02 Jun 2016 20:06:13 GMT

The solution is the exclusion of the "ARMING TV from mobile devices."
The function is deactivated when the initial setting of the TV.

Re: KDL50W755c won't switch off with remote or power button on TV.

Woolly — Fri, 03 Jun 2016 06:11:02 GMT

Hi yes this is exactly the same problem. I have contacted Sony but no response yet.

Sent from my iPhone

Re: KDL50W755c won't switch off with remote or power button on TV.

zeetha — Fri, 03 Jun 2016 06:32:31 GMT

We tried the solutions that Sony suggested but we are still getting the problem so have sent off the additional information Support requested and it has been escalated apparently. I'll let you know if they come back with anything that works!

Re: KDL50W755c won't switch off with remote or power button on TV.

Simala — Fri, 03 Jun 2016 19:19:02 GMT

thanks for the replies. Will be very interested to hear what response you get. Can you advise what contact you have used to highlight the issue with Sony? Has it been over the phone or e-mail?

Re: KDL50W755c won't switch off with remote or power button on TV.

Woolly — Sat, 04 Jun 2016 10:17:45 GMT

Hi Simala

I sent an email on 29 May to the email address on the website customersupport.en@eu.sony.com

However, to date I've only received an acknowledgement that my query has been logged. If I get a response I'll let you know.

regards Woolly

Re: KDL50W755c won't switch off with remote or power button on TV.

zeetha — Sun, 05 Jun 2016 21:07:55 GMT

I am communicating with the customersupport.en@eu.sony.com email address. The last message I had was that it had been escalated to a higher department, and that was five days ago.

Re: KDL50W755c won't switch off with remote or power button on TV.

Woolly — Mon, 06 Jun 2016 07:41:11 GMT

Hi Zeetha

Thanks for the update. I think I'll chase Sony today as I've not heard anything apart from an acknowlegement.

regards

Woolly

Re: KDL50W755c won't switch off with remote or power button on TV.

Simala — Mon, 06 Jun 2016 12:21:02 GMT

Hi,

That's my e-mail sent today so fingers crossed something is found to resolve the issue as what was originally an intermittent fault is now occurring on a daily basis and becoming more frustrating by the day. Good luck with your enquiries.

Regards.
Simala

Sent from my iPad

Re: KDL50W755c won't switch off with remote or power button on TV.

zeetha — Sat, 11 Jun 2016 17:33:54 GMT

Hi,

I've heard nothing further from Sony, so I hope one of you hears back!

It was happening more and more frequently for us too, but then we turned off 'Auto TV on' within Settings/External Inputs/Bravia Sync Settings 5 days ago (due to not wanting to turn on the TV when using the Sky box from another location) and it hasn't happened since.

I'm not yet convinced that this has solved it, but its starting to look promising!

Re: KDL50W755c won't switch off with remote or power button on TV.

Woolly — Sun, 12 Jun 2016 10:46:31 GMT

Hi Zeetha
Thanks we'll give that a try and see how it goes.

I did chase Sony for a reply and their response was that a firmware
update will be released to resolve this issue. However,
the timing/release schedule is yet to be determined. Not particularly
helpful.

Re: KDL50W755c won't switch off with remote or power button on TV.

Simala — Sun, 12 Jun 2016 20:18:22 GMT

Hi,

As per sony's email to resolve the issue I reset my tv to the factory settings a few days ago and touch wood I have not had further incidents. Hoping that it has permanently rectified the issue, fingers crossed.