Android TV - Bugs and Issues

[Anonymous]

Hello all

The aim of this thread is to collate all the issues that are currently outstanding and to provide feedback to everyone in this thread. This thread will be a work in progress and updates on various reported issues will be posted back here on the pages below.

Only issues that can be confirmed by multiple people will be posted here.

NOTE: For anyone experiencing other issues not mentioned here - can you please ensure that you factory reset the TV.   Instructions are located: HERE

Update: Due to some TVs that will be on Marshmallow and others that will be on Nougat, this list will be separated into two (ATV1 and ATV2 - see below for model numbers for the difference).  If the fault occurs on both versions of Android, it will be listed under both lists.

Current Faults (ATV 1 - Marshmallow):

1. Lip Sync issues - see HERE
2. [Re-Opened] IR Blaster issues - see HERE
3. Restricted Profile - No iPlayer - see HERE
4. Satellite Channels Re-Sorting Itself Automatically - see HERE
5. TV Turning Itself ON - see HERE
6. Bluetooth Randomly Disabling Itself - see HERE
7. Info Button not showing all information via HDMI sources - see HERE
8. No 3D Options in Action Menu - see HERE
9. Crackling audio on high bass when using Clear Audio+ - see HERE
10. Intermittent Network Connectivity using WiFi or Ethernet - see HERE
11. HDD Recording - HDD not powering down - see HERE
12. Satellite EPG: Lack of information - see HERE
13. Custom Label for Inputs not quite working properly - see HERE
14. Football mode with AV Receivers Issue - see HERE
15. HDMI Handshake Issues interferring with other equipment - see HERE
16. Not Retaining Picture Mode/Colour Temp - see HERE
17. Un-responsive TV after being in standby for a while - see HERE
18. Wide Mode unavailable - see HERE
19. Juddery Playback on USB HDD Recordings - see HERE
    
20. Double Overlay of top Info Banners - see HERE
    
21. Delay in changing volume using TV remote to external audio system via HDMI-ARC - see HERE
22. Video App - Aspect Ratio 2:35:1 displaying incorrectly (stretched) - see HERE
23. Amazon Video - Lip Sync Issues - see HERE
24. Favorites List in EPG - Closing when changing to external input or app - see HERE
25. Amazon Video - Juddering Issues - see HERE
    
26. Cannot grant 'write' permissions on USB Drives - see HERE
    
27. USB Drive used for internal storage keeps disappearing - see HERE
28. EPG fails to update is 'Auto Service Update' is disabled - see HERE
29. 3D within 3rd party apps "Function not supported" Error - see HERE
    
30. Info Banner - Not changing description from Now to Next - see HERE
31. TV Randomly Rebooting - see HERE
    
32. Netflix Buffering to 25% then freezing - see HERE
    
33. WiFi will not connect on hidden SSID using 5Ghz band - see HERE
    
34. All4 App - TV show restarts from beginning at end of first advert break - see HERE
    
35. WiFi - Unable to connect when ethernet cable is connected - see HERE
    
36. Amazon App - Un-pausing when daydream is activated Issue - see HERE
37. Amazon App - Failing to correctly play first time - see HERE
38. Volume Bar - Display Issues - see HERE
39. MotionFlow issues on aspect ratios other than 16:9 - see HERE
40. YouTube app (v2.0) - 4K Issues - see HERE

Current Faults (ATV 2 - Nougat):

1. Info Banner - Displays randomly when using HDMI inputs - see HERE
2. Volume Bar - Display Issues - see HERE
3. MotionFlow issues on aspect ratios other than 16:9 - see HERE
4. YouTube app (v2.0) - 4K Issues - see HERE
5. Colour Settings not being retained correctly - see HERE

Issues Resolved/Closed:

Spoiler

1. [RESOLVED] Casting not working - see HERE
2. [RESOLVED] Pop up message 'Screen Format' - see HERE
3. [RESOLVED - Individually] Problems updating the Firmware - see HERE
4. [RESOLVED] No 5.1 Audio from various apps - see HERE
5. [RESOLVED] Error message: “Unfortunately, HbbTvLauncher has stopped.” - see HERE
6. [RESOLVED] TV SideView - Netherlands - see HERE
7. [RESOLVED] Auto brightness issues - see HERE
8. [WORK AROUND FIX] Disabling Daydream - see HERE
9. [RESOLVED] WIFI Issues - see HERE
10. [RESOLVED] YouView: Discover showing year not title - see HERE
11. [RESOLVED] Amazon Prime UHD License Error - see HERE
12. [RESOLVED] YouView Disabled after 10 December FW update - see HERE
13. [RESOLVED] Google Play Store crashes when trying to install apps - see HERE
14. [RESOLVED] Google Play Store is Empty - see HERE
15. [RESOLVED] Incorrect System Time - see HERE
16. [RESOLVED] VEVO App - Adjusting volume stops playback of music - see HERE
17. [RESOLVED] Image Stutter on BT Ultra HD & Sky Q Silver Boxes - see HERE
18. [RESOLVED] YouView Sluggish and Unresponsive - see HERE
19. [RESOLVED] Duplication of HDMI Input Sources - see HERE
20. [RESOLVED] TV Guide flickers - see HERE
21. [RESOLVED] Video App aspect set to FullScreen - see HERE
22. [RESOLVED] Auto Picture Mode is not working correctly - see HERE
23. [RESOLVED] Unresponsive Remote Control - see HERE
24. [RESOLVED] YouTube LipSync issues - see HERE
25. [RESOLVED] Netflix Issue (UI-800-3) with BT HomeHub - see HERE
26. [RESOLVED] Disabled Wifi switches itself back on - see HERE
27. [RESOLVED] Picture but NO Sound - see HERE
28. [RESOLVED] Blank screen with sound - see HERE
29. [RESOLVED] Bluetooth randomly switching itself on after being disabled - see HERE
30. [RESOLVED] Amber/Green Lights Blinking after Marshmallow Update - See HERE
    [RESOLVED] Customise TV Key greyed out when YouView is enabled - see HERE

[Anonymous]

HDMI Handshake Issues interferring with other equipment

Problem:

When putting the Sony TV into standby mode the picture will stay ok, but every roughly 15 minutes the screen goes blank only for a split second then returns to normal then after a few seconds it does it again maybe once or twice. It then works ok for another 15 minutes but then the same cycle happens again. When disconnecting the hdmi lead from the TV then fault does not occur.

Discussion Thread:

https://community.sony.co.uk/t5/televisions/kd55x8509-hdmi-issue/td-p/2091665

Reported by:

Various people

Updates:

28-04-2016 - Issue has been reported to Sony by many people.  Awaiting updates and information.

[Anonymous]

Not Retaining Picture Mode/Colour Temp

Problem:

After coming out of standby after a period of time (i.e. 20mins or more), some people have noticed that the picture mode (cinema pro) or colour temperature(i.e. expert1) has not been retained upon switching the TV back on.  One person reported back that a factory reset fixed the problem, others reportibg it didnt.

Discussion threads:

https://community.sony.co.uk/t5/televisions/problem-with-sony-w75c-tv/m-p/2159529

https://community.sony.co.uk/t5/televisions/bravia-43w805-android-tv-not-selecting-correct-colour-te...

https://community.sony.co.uk/t5/televisions/2015-kdl-50w756c-picture-mode-bug-eu/m-p/2175596

Reported By:

PlatinumSony

alwhite40

sonyfan0012 : HERE, HERE, HERE and HERE

Updates:

03-05-2016 - Issue has been reported to Sony.  Any updates will be posted back.

[Anonymous]

Un-responsive TV after being in standby for a while

Problem:

Upon turning the TV on from being in standby for a while, many are reporting that they get no sound and that the TV is completely un-responsive.  

Work-Around Solution:

• Turn the TV completely off from the AC power for 30 seconds and switch back on again
• Another workaround is to use the Sideview app to turn off the TV. It responds to that and when it's properly shut down then the real remote works again.

Discussion threads:

https://community.sony.co.uk/t5/televisions/kdl-43w809c-issue-after-feb-update/m-p/2114933

https://community.sony.co.uk/t5/televisions/bravia-kdl-55w755c-not-responding/m-p/2182432

Updates:

01-06-2016 - Sony is aware of this issue and has a fix in the pipeline.  It is unknown when the firmware will be updated at this stage.

[Anonymous]

[RESOLVED] Bluetooth randomly switching itself on after being disabled

Problem:

Upon Bluetooth being disabled in the settings, it appears that bluetooth seems to activate itself again.  The exact steps to replicate this is unknown

Discussion thread:

https://community.sony.co.uk/t5/televisions/disabled-wifi-and-bluetooth-re-enable-themselves-automat...

Updates:

16-06-2016 - Issue has been reported to Sony.  Any feedback will be posted here.

01-03-2017 - Issue appears to have been resolved since the Marshmallow (Android 6.0) update that was released on the 22nd February 2017.

[Anonymous]

[RESOLVED] Disabled Wifi switches itself back on

Problem:

As this title suggests, upon having 'Built in Wifi' disabled in the settings, it re-enables itself by simply goung back to network settings menu.

To replicate this:

• Goto Home Screen - Settings - Network - Advanced settings and set Built-in Wi-Fi to OFF.
• Go back to Home Screen select Network Settings. Press nothing.
• You will then notice on a wifi device (i.e. smart phone or tablet) the SSID of the TV is then found on a scan.
• Go back to Home Screen - Settings - Network - Advanced settings and voila!!!! Built-in Wi-Fi IS ENABLED BY ITSELF!!!!

Discussion Thread:

https://community.sony.co.uk/t5/televisions/disabled-wifi-and-bluetooth-re-enable-themselves-automat...

Updates:

16-06-2016 - Issue has been reported to Sony.  Any feedback will be posted here.

25-02-2017 - With the Marshmallow (Android 6.0) firmware update that was released on the 22nd February 2017, this issue has been fixed.

[Anonymous]

[RESOLVED] Image Stutter on BT Ultra HD & Sky Q Silver Boxes

Problem:

Whilst using the BT Ultra HD or Sky Q Silver devices, many people are reporting image stuttering.  This has been talked about in the main Android TV thread HERE, as well as a dedicated thread HERE

Work-around:

Set the output to 1080p on the BT Ultra HD or Sky Q Silver devices instead of UHD (2160p)

Sky Q - Switch to a different HDMI source then switch back may clear the issue.

Updates:

12-07-2016 - Sony and BT are investigating this issue

25-07-2016 - I have updated this issue to include the Sky Q Silver as well as communicated this back to Sony with a more urgent request due to Sky launching their UHD service on 13 August.

28-07-2016 - Sony is working on a fix for those that have this problem with BT and Sky boxes.

13-12-2016 - Sony has confirmed that this issue has been resolved with the release of the firmware version 3.533 on the 7th November 2016.  There are a couple of reports that this hasnt resolved it for all, but this will be handled by Sony on a case-by-case basis is necessary.

[Anonymous]

[RESOLVED] VEVO App - Adjusting volume stops playback of music

Problem:

When adjusting the volume when playing music inside the VEVO App, the playback of the music clip stops and then takes you back to VEVO's home screen.  Confirmed on 2015 and 2016 TVs.  

Discussion Thread:

https://community.sony.co.uk/t5/televisions/android-tv-vevo-app/td-p/2211385

Updates:

27-07-2016 - Issue Reported to Sony.  Awaiting further information

28-07-2016 - Sony has reproduced this issue in testing using current and previous FW versions.  It has been escalated up to the engineers.

13-12-2016 - VEVO updated their app sometime ago which resolved this issue.

[Anonymous]

Wide Mode Unavailable

Problem:

Wide Mode options - Wide Zoom, Normal, Full, Zoom

1. When using the Sky Q Silver box at 2160p, the Wide Mode picture options are unavailable.  However these options are then available in 1080p mode.
   
2. Wide Mode options are unavailable in apps such as Netflix, YouTube, KODI, Video

Discussion Thread:

https://community.sony.co.uk/t5/android-tv/sky-q-4k-wide-mode-unavailable/m-p/2265729

Updates:

13-12-2016 - Issue has been reported to Sony, any information received will be posted back here.

[Anonymous]

Juddery Playback on USB HDD Recordings

Problem:

Upon playback of recordings via USB, it appears that there is some 'juddering' or 'jerkyness' of the video image.  This is more noticable on fast moving scenes (i.e. Sports or even the BBC News Ticker-tape at the bottom of the screen).   When viewing the same video live, there is no juddering/jerkyness

Discussion Thread:

https://community.sony.co.uk/t5/android-tv/usb-recordings-are-jerky-when-played-back/m-p/2271707

Updates:

05-01-2017 - Issue has been reported to Sony.  Any updates received will be reported here..

[Anonymous]

[RESOLVED] Amber/Green Lights Blinking after Marshmallow Update

Problem:

TV seems to be in a continuous reboot - Audio is heard, but screen remains blank.  The front LED lights continuously blink Amber/Green as in the clip below

Thread on forums:

https://community.sony.co.uk/t5/android-tv/master-thread-marshmallow-update-amber-green-blinking-led...

Updates:

25-02-2017 - Issue has been reported to Sony.  Any updates received will be communicated back to the forums and here.

04-03-2017 - For those that are experiencing this issue, please contact Sony Support to arrange a repair.  The mainboard will most likely be replaced, which will revert the TV back to Lollipop for the time being.

13-05-2017 - With the latest firmware update (version 3.865) this issue seems to have been resolved.