topic Rif.: Sony Bravia TV No Internet Access since V8.0.0 V6.6520 kernel: 3.10.79 Update in Android TV

Sony Bravia TV No Internet Access since V8.0.0 V6.6520 kernel: 3.10.79 Update

ancaise — Mon, 05 Aug 2019 11:22:39 GMT

KD-55XF9005 V8.0.0 V66520 kernel: 3.10.79

Since V6.6520 ( PKG6.6520.0252EUA ) software update we cannot connect TV to the internet. It connects to the LAN but without internet access.

WIRED was working perfectly and allowed software upgrade!

All devices in the rest of the house are functioning correctly

- network status, everything looks good and picking up DHCP correctly

connection methind: wired
cable connection: ok
Ip address setting: Auto
ip address: 192.168.8..205
subnet mask 255.255.255.0
default gateway: 192.168.8.123
primary dns: 81.139.57.100
secondry dns: 81.139.56.100
MAC: 70:26:05:B6:E2:AB
Proxy server: Not used

SAME FOR WIFI DHCP AS WELL

Connection Results
cable connection: OK
Local access: OK
Internet access: Failed

- i Can ping tv from laptop, so connected

- there are no sat or cable connections just HDMI from SKY and CAT5 from LAN

- tried a different cat5 cable

- different LAN port

- tried SKY box and Laptop in LAN port, both work

- checked date and time on TV and router

- recycled power via taking plug out of TV and router in between each stage / change

- tried DHCP & Fixed IP

- tried different router (current is Draytex) but tried BT Home Hub

-EDIT 01/08/19 - tried to connect to iphone hot spot - connects then just reboots and will loop until you quickly go in and turn off wifi or stop hotspot!!!

- EDIT 05/08/19 - tried setting primary DNS to the same as the router / gateway - local access then failed as well as internet

- data and storage factory reset

- tried firmware on USB but said its all up to date

- batteries out of remote and pressed button for 10 seconds
- stopped the SAMBA service

- EDIT 01/08/19 - As per Robs suggestion we had already tried fixed ip with google servers

ROUTER LOG, so its trying to connect

-------------------------------------------------------------------------------
Private IP :Port #Pseudo Port Peer IP :Port Interface
-------------------------------------------------------------------------------
192.168.8.205 55835 49307 10.10.10.10 443 WAN1
192.168.8.205 56402 49874 10.10.10.10 123 WAN1
192.168.8.205 60136 53608 216.58.206.100 80 WAN1 GOOGLE
192.168.8.205 52030 45502 172.217.169.67 80 WAN1 GOOGLE

Andy

Rif.: Sony Bravia TV No Internet Access since V8.0.0 V6.6520 kernel: 3.10.79 Update

rooobb — Thu, 01 Aug 2019 13:11:23 GMT

Try changing the DNS to a public one (like 8.8.8.8 or 8.8.8.4)

Rif.: Sony Bravia TV No Internet Access since V8.0.0 V6.6520 kernel: 3.10.79 Update

ancaise — Thu, 01 Aug 2019 14:01:36 GMT

Hi Rob,

The details I posted were DHCP, how it has always work.

When we tried fixed IP, we used the two google DNS server IPs as suggested 😞

thanks

Rif.: Sony Bravia TV No Internet Access since V8.0.0 V6.6520 kernel: 3.10.79 Update

rooobb — Fri, 02 Aug 2019 07:54:48 GMT

I assume you tried but it is not working in any case even if you kudoed me....

Rif.: Sony Bravia TV No Internet Access since V8.0.0 V6.6520 kernel: 3.10.79 Update

ancaise — Fri, 02 Aug 2019 08:40:00 GMT

kudos was reading and replying

even tried setting google dns as default in the router with no success.

tried connecting to iphone hotspot which nearly worked but once connected, just rebooted itself on every connection until i turned it off.

looks like a long and lengthy support call.. doh!,,

Rif.: Sony Bravia TV No Internet Access since V8.0.0 V6.6520 kernel: 3.10.79 Update

rooobb — Fri, 02 Aug 2019 08:56:04 GMT

Yes I think your only option is to talk with the support

Rif.: Sony Bravia TV No Internet Access since V8.0.0 V6.6520 kernel: 3.10.79 Update

ancaise — Fri, 16 Aug 2019 16:41:45 GMT

As of today I have an open ticket!

case:18870175

Dear Mr xxxxx,

Thank you for contacting Sony support.

We appreciate all the detailed information that you have provided us with.

We are currently investigating your case further, we will update you in due course.

Should you have any further questions, please feel free to reply to this email.
Thank you for your enquiry.

Yours Sincerely,
Sherif

SONY SUPPORT TEAM

Rif.: Sony Bravia TV No Internet Access since V8.0.0 V6.6520 kernel: 3.10.79 Update

ancaise — Thu, 12 Sep 2019 11:39:01 GMT

John Lewis who provide extended cover have been told by Sony it is a known issue and a fix is being worked on.

Rif.: Sony Bravia TV No Internet Access since V8.0.0 V6.6520 kernel: 3.10.79 Update

sewellpaul77 — Mon, 28 Oct 2019 13:16:23 GMT

Hi,

Did you get a response and a solution to this issue please? I've had this issue on my XF9005 since the Oreo update where wifi keeps dropping and I'm looking for a solution.

Thanks

Rif.: Sony Bravia TV No Internet Access since V8.0.0 V6.6520 kernel: 3.10.79 Update

ancaise — Mon, 28 Oct 2019 14:26:40 GMT

hi, apologies, thought Id posted my resolution to all the posts id replied to.

If you have other routers / extenders on the same network, it is worth unplugging / powering / disconnecting them all for a test.

Does your TV work when hard wired direct to the router?

------------

The issue is now resolved.

There was another router on the home network, which been there for 2 years! with DHCP turned off but used to extend the wireless to a downstairs room. We were using a wired connection and both routers were connected to the same network switches.

The TV was definitely connecting to the main router as we could see it in the logs. It then briefly got an internet then disconnected.

After the software update, something must have changed that is now checking around the network and found the other router as it was delivering the same gateway address.

As we can recreate, happy to run any traces / logs / SDK traces for Sony if required.

This is resolved for us now, thank you for your time.

Regards

Andy

Rif.: Sony Bravia TV No Internet Access since V8.0.0 V6.6520 kernel: 3.10.79 Update

sewellpaul77 — Mon, 28 Oct 2019 20:30:30 GMT

Hi, I've no other routers or extenders, just the one router on the whole
network. They layout of my house also means I can't wire the router to the
TV but I had no issues at all until the Oreo upgrade.

So I was hoping there was a fix which was a settings or config change
because I'm convinced it's not caused by a physical issue such as placement
of the router. Also the signal is good and nothing else in the house has
had connection issues.

Any other advice before I raise a support call with Sony?

P

Sent from my mobile

Rif.: Sony Bravia TV No Internet Access since V8.0.0 V6.6520 kernel: 3.10.79 Update

ancaise — Mon, 28 Oct 2019 20:46:19 GMT

Any other wifis around you , like a neighbours you could try and connect to or maybe a phone hotspot just to see if they are any more stable for short period.

If not, and you have been through my list from the beginning of this post, then its time to raise a support request.

Andy

Rif.: Sony Bravia TV No Internet Access since V8.0.0 V6.6520 kernel: 3.10.79 Update

sewellpaul77 — Mon, 28 Oct 2019 21:41:05 GMT

I can try hot spotting to my phone. I assume I don't want my phone using the WiFi but instead 4G? I'm confident my WiFi is stable though because no other devices have issues and the TV was fine before the Oreo upgrade.

In fact I've had the TV replaced recently (exactly the same model) due to a couple of dead pixels and both TVs have the same WiFi issues so confident it's something about the TV software.

Rif.: Sony Bravia TV No Internet Access since V8.0.0 V6.6520 kernel: 3.10.79 Update

Pat.Walsh — Mon, 24 Feb 2020 21:56:52 GMT

Hi, my TV KD49XE8396 just starting doing the same thing after updating its firmware and wondering if any fix was found for the issue. I only have one router running in the house also. The updated current build number is BRAVIA_ATV2_EU-user 8.0.0 OPR2.170623.027.S30 and says its running kernel version 3.10.79. All was working perfectly before the update and everything messed up since it happened 2 nights ago.

Rif.: Sony Bravia TV No Internet Access since V8.0.0 V6.6520 kernel: 3.10.79 Update

Webb02 — Tue, 25 Feb 2020 20:33:00 GMT

I updated mine last Friday and had no end of issues I set time to network time .can I ask are you with sky internet....if you are I think I have cured my problem as sinse doing this I've had not one issue so far log into your router and disable ipv6 Lan only nothing else the router will reboot unplug your TV first and remove ethernet cable or turn off your WiFi on the TV as after the router reboots the TV will need to find your internet again