Sony Bravia A95K | Screensaver/Ambient Mode Broken after Software Update

[jonconwayuk]

Since the latest software update, the screensaver set by ambient mode is broken. Only displays a single picture and cannot be changed by pressing "up" on the remote. Instead the message "unable to load content. Please try again later". 

There is also an error in the settings page if you navigate to Settings | System| Ambient Mode, you get the message "Unavailable. Error loading page".

 

All other aspects of the TV seem to be working as expected but just can't utilise the screen saver properly. Anyone else seeing this issue?

 

 

[LightFoot]

Hi @jonconwayuk 

A95K on v6.7630.  I would try a Factory Reset if it bothers you.

[FunnSponge]

I also have this issue and want to avoid a factory reset if possible. Users shouldn't have to factory reset devices after routine software updates. 

[LightFoot]

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@FunnSponge wrote:

I also have this issue and want to avoid a factory reset if possible. Users shouldn't have to factory reset devices after routine software updates. 

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Hi @FunnSponge   I’m sorry but there is nothing us fellow customers can do about that. You should note, that a factory reset is always recommended after a software update, that is if any glitches appear.

[jonconwayuk]

I don't think we're looking for fellow customers to help here... Presumably
there are Sony employees monitoring these threads?

I work as an IT Consultant and I've never heard any vendors recommending a
factory reset if there are bugs in their software. They usually investigate
and resolve bugs based on customer feedback. That's two customers with the
exact same issue so hopefully as more report they can look into it and
prevent it from happening again and/or resolve the issue via a code update.
I.e., Software Development.

[LightFoot]

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@jonconwayuk wrote:
I don't think we're looking for fellow customers to help here... Presumably
there are Sony employees monitoring these threads?

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Hi @jonconwayuk 

There are a few Sony employees that do monitor this public community forum. The best we can hope for is generic advise, like have you tried a factory reset 👀

Unfortunately, if you are looking for a response from Sony, then the best approach is to contact Sony Support.

[royabrown2]

@jonconwayuk

So much can go wrong during the normal operation of a Sony TV that Sony’s first response is always to ask you to Factory Reset it. So you might want to do that before calling Sony, and save everybody some time, including yourself.

As an IT Consultant - and not a mere contractor like I was - you will know the three types of issues that can arise:-

1. Cruft, bad caches, and all the other detritus that can clag up a running TV;

2. Hard errors, including bugs, that can be found in the underlying reset software;

3. Hard errors, including bugs, that can corrupt the operation of reset software going forward, not necessarily immediately, but after the passage of a random period of time.

You think you have an example of 2, and you may be right, but Sony will want to be sure it’s not a 1.

As regards you getting customer responses, this is mainly a customer to customer Community, so that is what you must expect here. As @LightFoot suggests, if you only want to speak to Sony staff, you need to use that different avenue he points out..

Good luck with your question, and let’s hope that you don’t have a 3, as Sony’s methodology here makes those look like 1s, and so especially difficult to track down.