topic Re: KD-43XD8305 restarting after Oreo update in Android TV

KD-43XD8305 restarting after Oreo update

minimufc — Mon, 04 Feb 2019 16:08:15 GMT

My tv updated to the new Oreo firmware overnight. Since the update It keeps restarting since. I've tried several factory resets but it hasn't fixed the problem. I eventually got the tv to stay on when I disconnect the ethernet cable but as soon as I reconnect it the tv starts to reboot constantly. Any ideas?

Re: KD-43XD8305 restarting after Oreo update

dutchice — Mon, 04 Feb 2019 16:35:14 GMT

Hi @minimufc,

You could try to execute a Factory Data Reset on the TV to correct any corrupt settings causing the problem. You can find instructions on how to perform a Factory Data Reset on your TV on this article.

Keep us posted!

Cheers,

Dutchice

IMPORTANT: Be aware that if you perform a factory reset, all of the TV's data and settings (Wi-Fi and wired network setting information, Google account and other login information, Google Play and other installed applications, etc.) will be erased, and the TV will return to how it was at the time of purchase.

Re: KD-43XD8305 restarting after Oreo update

minimufc — Mon, 04 Feb 2019 16:42:26 GMT

Hi Dutchie

Thanks for your reply but I’ve tried this several times, both in the tv menu and by pressing the buttons. As soon as I connect the Ethernet or WiFi it goes into a continuous cycle of restarting. I’ve also now noticed that the Sony soundbar connected via the arc isn’t being recognised now either. Everything was working perfectly last night before the update.

Re: KD-43XD8305 restarting after Oreo update

dutchice — Mon, 04 Feb 2019 16:52:55 GMT

Problems like these are very well expected after a major update to be honest. Do you know the model and make of your router where the TV is connected to? There could be an IP address conflict that is causing the problem. Try power cycling the router to see if that fixes the issue.

Regarding the ARC problem, you might want to open a new thread so we can deal with that separately.

Cheers,

Dutchice

Re: KD-43XD8305 restarting after Oreo update

minimufc — Mon, 04 Feb 2019 17:09:36 GMT

Tried restarting the rooter and as soon as I connect the tv restarts after about 10 seconds. the rooter I'm using isYour Virgin Media Hub 3.0

Re: KD-43XD8305 restarting after Oreo update

dutchice — Mon, 04 Feb 2019 17:17:35 GMT

Hi,

I'm not sure if you are familiar with viewing/changing your router settings or not. But I'd like you to verify if it has IPv6 addresses enabled on the LAN. If it has, please make sure you disable that, and only enable IPv4 address leasing. This setting is often under DHCP settings. You always could contact Virgin to assist you with it.

May I also ask you if you have a mobile phone that supports setting up wireless hotspots to share 4G data with other devices?

Cheers,

Dutchice

Re: KD-43XD8305 restarting after Oreo update

minimufc — Mon, 04 Feb 2019 17:31:24 GMT

Hi, IPv6 addresses are set to "stateless". I tried connecting the tv to my hotspot. it connects fine but then restarts after 10 seconds or so. its the same whether its connected via ethernet or via wifi. as soon as I disconnect the tv powers on fine.

Re: KD-43XD8305 restarting after Oreo update

minimufc — Mon, 04 Feb 2019 18:00:47 GMT

I also reset my modem and only connected the tv both wired and wireless but the tv still restarts. nothing else was connected to the router at the time.

Re: KD-43XD8305 restarting after Oreo update

dutchice — Mon, 04 Feb 2019 18:36:28 GMT

I suspect the software update has not gone down well on the TV. I suggest you contact Sony Customer Support as soon as possible and open a ticket with a link to this thread for them to read all that has been done already. Possibly a recovery package could be requested from HQ for the time being (since you are not alone), until an investigation can be opened on the issue.

I'm very sorry I can't do much more for you at this time. Please post back and keep us informed on the matter.

Cheers,

Dutchice

Re: KD-43XD8305 restarting after Oreo update

Jecht_Sin — Tue, 05 Feb 2019 09:20:54 GMT

@minimufc wrote:
My tv updated to the new Oreo firmware overnight. Since the update It keeps restarting since. I've tried several factory resets but it hasn't fixed the problem. I eventually got the tv to stay on when I disconnect the ethernet cable but as soon as I reconnect it the tv starts to reboot constantly. Any ideas?

There was (still is?) an issue like this when setting up a VPN (via Android app) in Android 7.0. As soon as the network connected the TV rebooted. So, for starting, be sure that your LAN/router isn't using any VPN (the issue was only when a VPN app was running, though).

One thing you may try is to disable the WiFi, if you din't already, and then connect the ethernet cable (maybe try with a different cable, one you know it's working already. Like if you have a PS4 wired next to the TV, use its cable). Or try disabling everything not needed in the network settings. I think WiFi direct caused a reboot as well. Or, maybe, just try to change the DNS to Google DNS (8.8.8.8 and 8.8.4.4). It's just in the hope that changing anything will bypass the bug. The fact that it happens immediately after a factory reset leaves a little space to manoeuvre. And also suggests that there might be an HW problem, which appeared only after the OS upgrade (once you factory reset your TV its' as good as one you have just got from a shop).

Good luck!

PS: @dutchice no, critical bugs like this on a public OS release are not expected ever. A computer system should never ever reboot by itself. The fact that it happens far too often with this broken OS implementation doesn't make it acceptable.

Re: KD-43XD8305 restarting after Oreo update

minimufc — Tue, 05 Feb 2019 10:40:16 GMT

Thanks for the suggestions @Jecht_Sin . Tried them all but the tv still restarts. Waiting to hear back from Sony to see if they will fix it as tv is out of warranty but not holding breath. It's shocking that the update basically turned my perfectly working tv two days ago, into a non-smart tv!

Re: KD-43XD8305 restarting after Oreo update

zahir922 — Fri, 08 Feb 2019 21:01:08 GMT

I have the exact same issue! So annoying, its not your internet thats the issue, I’ve tried hotspot and my neighbours wifi too. Its in a continuous cycle of rebooting, when connected to a network.

I have contacted Sony and since its their update that caused the issue, they have said an engineer will be sent out to fix it.

My TV is also out of warranty but again since its their fault, they will have to resolve it, free of charge or so I’ve been told. Hope they fix yours too! 👊🏽

Re: KD-43XD8305 restarting after Oreo update

minimufc — Fri, 08 Feb 2019 21:06:44 GMT

Good to know I’m not the only one @zahir922 . Still waiting for an answer from Sony. Latest email is that they are investigating it !

Re: KD-43XD8305 restarting after Oreo update

minimufc — Tue, 12 Feb 2019 16:07:50 GMT

Finally got an answer from Sony

“Thank you for baring with us until we get the reply from the team in specialty.

After validation with the concerned team, please be advised that unfortunately we will not be able to offer a free of charge repair due to the warranty status of the television.

Please be advised that as per the terms and conditions of your warranty, Sony covers manufacturer faults within the first twelve months from date of purchase”

looks like I’ve they are washing their hand. I rang and was told that millions of sets were updated and I was the only one with an issue.

Re: KD-43XD8305 restarting after Oreo update

zahir922 — Wed, 13 Feb 2019 19:33:32 GMT

I’m sorry but thats a joke. Your clearly not the only one, i rang em and said once i updated the wifi stopped working keeps reatarting whenever i connect. This only happened after the update so its definitely not my fault. They had an engineer ring me yesterday and said he will be there Wednesday to replace a part apparently. And they confirmed it would be free of charge as it happened after an update. Maybe have them refer to this forum.

Also i’m not sure they’re quite with it, or they’re just blatantly lied to you, no one has checked my tv to see what’s wrong with it so how do they know they need to replace something or it is a common issue and you were lied to?

update: i’m also out of warranty, i bought the TV in 2016 and didn’t buy any or insurance or anything.

Re: KD-43XD8305 restarting after Oreo update

Si_Hill — Wed, 13 Feb 2019 19:21:59 GMT

I've just posted in the Oreo thread but I've got exactly the same problem with my KD-65XE8596, 100% a problem with the update.

Everything was fine pre-update but now as soon as the TV gets a network connection, be it WiFi or ethernet it reboots.

Re: KD-43XD8305 restarting after Oreo update

zahir922 — Wed, 13 Feb 2019 19:41:31 GMT

@minimufc Had an engineer come around today, wasn't at home to see what he did but apparently a part was changed.

Since then my TV has downgraded to android 7.0 and feels a lot snappier also some of the TV display settings have changed, Ive got more options now which is a plus.

I’ve tried updating again to android 8.0 but it doesn’t seem to be available for download now. However, there are tutorials on my home screen for Android 8.0.

@Si_Hill Ring Sony and tell them whats happened, even if your TV is out of warranty, as you are not at fault.

Re: KD-43XD8305 restarting after Oreo update

minimufc — Wed, 13 Feb 2019 19:49:48 GMT

@Si_Hill @zahir922 spoke with Sony again today and was told there’s nothing that can be done as the tv is out of warranty. According to Sony I’m the only one in the world with this issue and it’s got nohing to do with the update. Millions of people got the update and they haven’t got any calls ! I refered to this forum and they said they couldn’t speak about another peoples cases. It’s a joke. My tv was perfect a week ago prior to the update.

Re: KD-43XD8305 restarting after Oreo update

Si_Hill — Wed, 13 Feb 2019 19:58:50 GMT

@zahir922 @minimufc I will call Sony tomorrow. I do happen to have a previous firmware saved so I'm going to try and downgrade it back to 7.0 myself now.

* EDIT. Nope that didnt work as its already up to date so cannot use an older firmware to 'update'

Re: KD-43XD8305 restarting after Oreo update

dutchice — Wed, 13 Feb 2019 20:39:59 GMT

Hi @minimufc,

I suggest you wait a while until the Oreo update is fully rolled out to all UK (better even all EU) applicable TVs. If by then a considerable larger number of cases with the same issue are reported, then an investigation will be triggered. The matter will then be resolved very differently.

Otherwise if it turns out to be an issue with a very few number of XD83’s then you can always wait for the next upcoming firmware update which will most probably resolve the problem. I can’t make any comments as to when that will be released, but the expectation is sooner rather than later.

I recommend you perform a Factory Data Reset next time prior and post upgrading to a new firmware.

If you would be interested and willing; I’d also like to suggest you take part in the research survey we are conducting among the Sony Online Community users and their experience with Android TV. Just be reminded that your contribution to the survey will not affect in any way your current state of affairs on the issue with Sony.

As always, keep us posted on new developments.

Cheers,

Dutchice