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jrdennis46

When I select guide on my new Sony tv all of the freeview channels are shown apart from BBC 1 and ITV. I’ve tried the usual remedies such as turning the router off and on again etc but I still can’t see what programmes are going to be on these two channels. What is wrong and what can I do about it.

Roy

Respectively; ‘it is under investigation’ and ‘nothing, though a Factory Reset may clear the issue temporarily’.

Sarah

Hi @jrdennis46

Welcome to the forum  

As Roy mentioned above, this issue is currently being worked on by Sony to resolve, in the mean-time, we would recommend that you carry out a factory reset of the TV as others experiencing the same issue have found this resolves the issue for them, at least temporarily. You can find out how to do this here.

Thanks,
Sarah 

sigmatrain

Sarah - two months on and the problem not yet resolved. What's going on at Youview?

Roy

sigmatrain said:

Sarah - two months on and the problem not yet resolved. What's going on at Youview?

A close reading of Sarah’s post may suggest the problem is not at YouView’s end....

sigmatrain

My apologies to Youview. I emailed Sony Support and described the problem with the Guide. Their reply is in full below. After the stage of "Re-enble Youview" the system returned to full working order. I hope this may be of use to others with the same problem

TONY SHUTTLEWORTH


"Thank you for contacting Sony support regarding your Sony KD-43XD8099.

We are sorry to learn that Youview is not showing all programme information.

In attempt to resolve the issue, please try the below steps:

-Unplug both the TV and the router from mains and plug them back in after 2 minutes.

-Please clear cached data as follows:
Press the Home button.
Select Settings.
Select Storage and reset.
Select Internal storage.
Select Cached data.
Select Clear Cached data.

-If the issue still not resolved, try stopping Youview as follows:
Press the Home button.
Select Settings.
Select Applications.
Select Youview.
Select Force Stop.
Select Clear Data.
Press Back.
Select YV ServiceHost.
Select Force Stop.
Select Clear Data.

-Perform a Soft Reset as follows:
Press and hold the power button for 5 seconds until the TV reboots

-Then Enable Youview by opening it and selecting it from the Home menu then agreeing to the terms and conditions.

-Then it will ask you to tune the channels, please follow the on screen instructions to tune the Digital Terrestrial Channels.

-Try using a hot-spot from a mobile device.

-If possible, try using an Ethernet cable on the router.

-If the issue persists, perform a factory reset on your TV as described in the below link:
https://www.sony.co.uk/electronics/support/articles/00122829

Having tried the above, if you are experiencing the same symptoms, please reply to our questions below so we could gather all the information needed to look into this matter further:

• What is the current firmware installed on the device.  Please write the exact version:
- Press the HOME button on your remote control.
- Then, select Help at the bottom of the screen, in the Settings shelf.
- Select System Information, under TV Information.
- You should now see your TV's software version.
• What is the MAC Address?
- Press the HOME button on your remote control.
- Select Settings at the bottom of the screen, in the Settings shelf.
- Then, select Network under the Network & Accessories shelf.
- Scroll down to select Advanced Settings.
- Then, select Network Status.
• What is the exact issue providing the maximum details?  Please provide pictures or exact error message or symptoms on the device:
• Is there a similar problem with any other internet services / apps?
• Has this App / Service been working fine before?  Or have you been having the issue since day 1?
• If it occurred recently, when did the issue start?
• What is your Post Code?
• What is the internal device IP Address?
- You may refer back to the internet service provider for further assistance.
• What is the public IP address by visiting www.whatismyip.com?
• What is the internet Service Provider Name?
• What is the actual internet speed using SpeedTest.net?
• What is the network environment: i.e. FTTH, Broadband?
- You may refer back to the internet service provider for further assistance.
• Are you using VPN / Proxy / Anonymizer / TOR service to access the internet?
- You may refer back to the internet service provider for further assistance.
• What is the brand and model of the router?
• What is the connection method, WiFi or Wired?
• If WiFi, have you tried to use Wired connection?
• Any additional information you wish to log?

For registration of your unit please provide the 7 digits serial number of your device."

Roy

Thanks, @sigmatrain

Sony have told you how to get the software back to its installed state, the state it was tested in and seemed to be working OK.

Which it will, for anybody with this issue, for a greater or lesser period of time.

So let’s hope it’s greater.

But i hypothesise that somewhere in the megabytes of code on these Sony TVs is something that flips a bit - or does something that disrupts the software, anyway, either in the software itself or in the data it is relying on - after which the Guide no longer works properly.

Could be a straight coding bug, or an uninitialised variable that gets used, a subscript that runs out of bounds, and so on - a virtual needle in a digital haystack.

it doesn’t sound like they’ve found that yet; so they, to quote Macbeth “have scotch’d the snake, not kill’d it”