topic Re: KDL-40WD653 BBC apps issue in Other TVs

KDL-40WD653 BBC apps issue

toastpod — Sat, 16 Apr 2016 14:15:45 GMT

I have a KDL-40WD653 (2016 model). It has an issue whereby after loading one of the BBC apps a few times (e.g. the iPlayer app), subsequent attempts to start the app results in a brief loading animation followed by a black screen, and then nothing else. I can exit out by pressing the HOME button, but I have to power off at the wall to get the BBC apps working again.

I have noticed a Sony issue announcement: https://www.sony.co.uk/support/en/content/cnt-hn/prd-tvhc/announcement-KDL-WD6/KDL-40WD653 - however it makes no mention of what issue the announcement relates to.

Does anyone know what specific issue the Sony announcement relates to, and is there an easier way to "reboot" the TV than powering off at the wall?

Thanks.

Re: KDL-40WD653 BBC apps issue

Anonymous — Thu, 21 Apr 2016 21:49:59 GMT

Hi there

I questioned that announcement too, as it gives no real information. However, the announcement is in regards to your problem with iPlayer.

Symptoms occurs after an IPTV service has been used (such as YouTube or Netflix), and you want to switch to BBC iPlayer or an HbbTV service afterwards. The BBC iPlayer / HbbTV service cannot be launched in this case.

A permanent solution will be implemented with a future firmware update. Until then, a possible work-around is to unplug the AC power and launch the BBC iPlayer / HbbTV service without launching any IPTV services first.

Cheers

Re: KDL-40WD653 BBC apps issue

toastpod — Fri, 22 Apr 2016 02:33:15 GMT

@Anonymous thanks for confirming that, I'm glad the issue has been recognised at Sony and that presumably a fix is on the way. Unfortunately getting to the wall power switch requires moving the TV, so I will be glad when that is no longer necessary!

Re: KDL-40WD653 BBC apps issue

toastpod — Sun, 01 May 2016 21:27:05 GMT

The support announcement for this issue was removed from the website about a week ago and yet no new firmware is available for the TV. I'm puzzled.

Re: KDL-40WD653 BBC apps issue

kellydown — Thu, 19 May 2016 21:47:39 GMT

My first post.

I bought a KDL-48WD653 a week ago and was ready to return it due to the iPlayer problem.

It just wouldn't load at all. A Smart TV without iPlayer in our house is a Stupid TV.

(another isue is that the 5 on Demand app always returns the mesage something like "unfortunately this program is not available at the moment" no matter what I choose)

Having tried everything else, the workaround suggested by Quinnicus: switch off TV, crawl around back and unplug (no small task given that the TV does a good job of helping you keep cables hidden away), then wait a few seconds, plug back in and switch on.

I tried iPlayer then and it works great! So the TV has a conditional stay of execution.

Encouraged, I then tried 5 on Demand again - same message. Went back to iPlayer- frozen black screen again.

So, did the unplugging crawl again, started again, iPlayer working fine.

I daren't try any other online service until Sony fix this. It seems from toastpod's post that this has been a known issue for at least a month.

Re: KDL-40WD653 BBC apps issue

toastpod — Fri, 01 Jul 2016 13:57:09 GMT

@kellydown

Thankfully a firmware was released about a month ago for the WD6 which fixed the iPlayer loading issue. Wuaki has also been added which enables films to be rented, and that's good too.

As you say though, 5 On Demand reports "program not available" for every program I try to watch, and this issue remains unresolved.

Re: KDL-40WD653 BBC apps issue

elninochino — Sat, 23 Jul 2016 21:33:44 GMT

I am fairly close in just taking back the troublesome KDL-40WD653 back to my high street store to swap for another branded TV but thought I'd research the issue, so here I am.

Background story is after recently moving house, I originally bought the 32 inch version (KDL32W705C) but due to underwelming screen size (new living room quite narrow) and regular wi-fi drop out (so I thought at the time), I decided I'd swap it for the 40 inch model (KDL-40WD653).

On the KDL-40WD653, size was much better, great picture and sound, but the drop out of wi-fi continued when I tried to access iPlayer or YouTube.... black screen with a timer at the top right hand corner. Netflix seems fine but I do use iPlayer and Youtube more. Could only be solved by powered off the whole TV at the mains. Even though the router was in the same room (3-4m from the TVI decided to buy a network cable and plugged it direct from router to TV but the issue still occurred! Nothing wrong with my Internet or wifi then!

Reading what other people have put here, this looks to be a software problem. What do you recommend... sitck with this TV or move on? I've got upto a week to decide. The picture quality and sound are amazing, but I don't believe spending £450 means I need to have a buggy TV and powering it off/on more often than not. How good are Sony with their firmware/software updates? Regular? I have already have the latest firmware (v8.110) and factory reset. Its very frustrating.

Re: KDL-40WD653 BBC apps issue

toastpod — Sat, 23 Jul 2016 22:35:04 GMT

That's unfortunate. The BBC failed loading issue was solved for me with firmware v8110.

Wi-fi also seems stable for me, it's connected to a Sky Hub (SR102) which sits in a neighbouring room, passing through two walls when accounting for a straight line path.

If you haven't tried a factory reset, then try that. You could also try contacting Sony Customer support via this website, but be prepared to fill in a substantial questionnaire!

Re: KDL-40WD653 BBC apps issue

kellydown — Mon, 08 Aug 2016 01:05:17 GMT

Unfortunately iPlayer has stopped again on my KDL-48WD653.

The TV tells me it has all the latest software updates. I can access iPlayer on my tablet and PC, but TV will show the iPlayer interface, list the available programs, step you through any age related content issues like string language, then fail to run the chosen programme, displaying a "something has gone wrong ... " message, by which time the strong language is coming from my side of the telly.

I've done all the unplugging and rebooting of both TV and router, but no joy.

I'm at my wit's end. What can I do next?

I hardly have time to spend hours messing with this but the impression I get from this forum is that nobody from Sony will sort it out.

Re: KDL-40WD653 BBC apps issue

Anonymous — Tue, 09 Aug 2016 22:59:29 GMT

Hi @kellydown

Just checking in to see if its working again, as the iplayer has the uncanny habbit of working ok the next day for some reason.

Cheers

Re: KDL-40WD653 BBC apps issue

toastpod — Wed, 10 Aug 2016 12:19:57 GMT

@kellydown

Sony have just released firmware v8.113 - you could give that a go.

Re: KDL-40WD653 BBC apps issue

kellydown — Wed, 10 Aug 2016 17:09:33 GMT

Hi Quinnicus and toastpod.

I'm afraid things have gone from bad to worse. TV says it's connected OK, internet OK, etc but iPlayer not only doesn't play, but has disappeared from the app list which now only has YouTube and media sharing.

In desperation I bought an Amazon Firestick , which the TV recognises as being plugged into the HDMI port, but doesn't display any interface so can't be worked. (yes I've powered it)

I tried software update but only get error messages 2156 or 3128, same with internet refresh or anything else.

The TV has been telling me there are no software updates (back in the days when it would connect) but its version is v8.110-1000-1.200-01 so I guess the next step is to manually load via USB. As that involves switching TV off and dire warnings about touching anything while process is on, it will have to wait until family have gobe to bed.

I'm absolutely astounded that a TV , bought for entertainment and relaxation, can be the cause of so much stress. I honestly wish I'd never bought it but am too stubborn to give up yet.

Re: KDL-40WD653 BBC apps issue

Anonymous — Wed, 10 Aug 2016 17:31:09 GMT

Hi there

The disappearence of iPlayer and other apps is normally because the TV doesnt detect that you have a UK based IP Address. Whilst the TV is off, reboot your router and then test again.

If it still fails, i would suggest a complete factory reset of the TV itself. Once done, then try applying the update.

Cheers

Re: KDL-40WD653 BBC apps issue

kellydown — Wed, 10 Aug 2016 19:45:33 GMT

Thanks Quinnicus,

I've done all that, several times. My family has lost patience with me.
--

Re: KDL-40WD653 BBC apps issue

Anonymous — Wed, 10 Aug 2016 21:42:17 GMT

Hi @kellydown

I dont suppose your ISP is virgin by any chance?

On the TV, can you try manually doing your network settings and use Googles DNS servers of:

8.8.8.8

8.8.4.4

And see if that works?

If you are using Wifi, can you test with an ethernet cable instead?

Cheers

Re: KDL-40WD653 BBC apps issue

kellydown — Wed, 10 Aug 2016 22:18:37 GMT

HI Quinnicus, no my ISP is TalkTalk. Actually I have a fibre connection since I work from home and have a ethernet cable connecting from a TP-Link through power sockets. It was working fine before, when iPlayer worked.

Both that connection or WifI say they are connected and have internet etc.

As in this screen display:

Cable connection : OK

Local Access: OK

Internet Access: OK

But any attempt to connect to anything ends up with error 2156

My DNS is:

8.8.8.8

0.0.0.0

So now I'll try changing that last one to the tone you suggest.

update: Nope, didn't make any difference.

I'm also perplexed at the Amazon Firestick. It's supposed to just display a menu but nothing comes up.

Re: KDL-40WD653 BBC apps issue

Anonymous — Thu, 11 Aug 2016 00:03:37 GMT

Hi there

One last thing before i escalate this to Sony support:

Can you confirm the model of your TV, is it KDL-40WD653.
Can you update the TV using the USB method. If your model is the same above, see these instructions HERE

Cheers

Re: KDL-40WD653 BBC apps issue

kellydown — Thu, 11 Aug 2016 07:45:16 GMT

Hi Quinnicus , yes , it's KDL-48WD653, bought from Costco in Scotland.

The USB update went fine but nothing changed with my issues.

I got the amazon Firestick working and downloaded its BBC iPlayer app - but it still won't load and play programs. It will play other streaming media such as Amazon content and UK Channel 5 catchup.

It won't play the STV programs either.

Since iPlayer and STV are both location-based, before you escalate to Sony, I'm going to ask my work IT consultants to see if it's something about my router.

(although I had moved that router into my home in April before I bought this TV in May, and my previous Bravia ran iPlayer fine. As did this one for brief periods)_

Re: KDL-40WD653 BBC apps issue

kellydown — Thu, 11 Aug 2016 18:04:41 GMT

Update: the IT people changed the firmware on my router (not just an update, something different).

Now everything is working as it should!

Thanks to toastpod and Quinnicus. It was when you said the iPlayer might not be recognising my location that got me thinking about the router.

Although it was showing as UK-based, there was something about the router firmware that was blocking TV requests.

If I find out exactly what, it might be worth posting here for the benefit of others.

Re: KDL-40WD653 BBC apps issue

georgiaolivia — Fri, 16 Sep 2016 14:51:04 GMT

I'm having the same issue. Sometimes I can access Netflix/iplayer etc. Sometimes I can't. I have a BT Infinity hub. How can I change the firmware on that?