HT-ST5000 Soundbar

[robmerce]

I have had the soundbar for a week and now the OSD isnt working, my connections are secure.

The soundbar is working well other than that.

It is ARC to ARC HDMI connected too

[samkerracher]

Thanks Quinnicus, spoke to Amazon, they need to wait for a response from Sony but will happily replace once I get some info. Shame as was enjoying it this weekend.

i do wonder if an update failed and has corrupted the firmware as even through the Sony TVs Home Theatre Control app selecting different inputs does nothing.

[Anonymous]

Cool - let us know what Sony says, as it may also help others in the future too.

[samkerracher]

Hi Quinnicus,

Unfortunately Sony have been less than helpful and are suggesting a repair. Am trying to get in touch with the local centre, but not a brilliant situation with such a new product.

Amazon have now ran out of stock (ran out just today!) so are suggesting a refund...

If possible could you reach out to Sony and see if there's another way to reset the HT-ST5000? 

[Anonymous]

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@samkerracher wrote:

Hi Quinnicus,

Unfortunately Sony have been less than helpful and are suggesting a repair. Am trying to get in touch with the local centre, but not a brilliant situation with such a new product.

Amazon have now ran out of stock (ran out just today!) so are suggesting a refund...

If possible could you reach out to Sony and see if there's another way to reset the HT-ST5000? 

---

Done - It may take a couple of days though.  Just dont hold your hopes though. 

[samkerracher]

Thanks Quinnicus,

Amazon are now arranging a replacement, just called me back , but current estimate is 25th of July to 20th of August, hopefully they'll randomly get some in before then...

In the meantime, after a lot of trial and error using one play CEC function, managed to get my Panny DMP-UB900 to change the input to HDMI 1 on the soundbar, so can at least watch UHDs with the soundbar with a bit of fiddling. Seems to give off audio fine.

Obviously no ability to configure distance and levels without the main GUI so the Atmos effect isn't as good as before.

All in all, any news before end of July could be handy.

[Anonymous]

Hi both

I received information from Sony's Audio/Video specialist and hes basically saying that it seems that your HT-ST5000 soundbars seem to have a technical defect.  Unfortunately their is no other resetting procedure for the 'public'.  I cannot obtain information that is used by authorised Sony repair centers im afraid.

However this thread has been passed to the technical team in Japan for investigation.

The current advice is to get your Soundbar repaired, or exchanged via your retailer if they are happy to.

Cheers

[samkerracher]

Thanks for asking Quinnicus, that's much appreciated.

I'm managing to get some use, though awkwardly.  Will have to do before Amazon find a replacement.

Fortunately I purchase a 3 year extended replacement warranty with themselves.

Sony have said they can cover the repairs, but I don't currently have time to go down that route before the new one arrives.  Hopefully these are rare cases.

[robmerce]

For me I'm hoping to have a replacement by Friday they will test the unit themselves before shipping. I will send the old system back in the packaging from the new one.

Get Outlook for iOS

[samkerracher]

Glad to hear your replacement is inbound robmerce.

Can I ask where you bought yours from?

Still looking like a 1-2 month wait for me with Amazon

[samkerracher]

So an update:

Amazon couldn't get supply, so I ended up getting a refund.

Ordered from Currys, have had it for 3 weeks or so and....

The second unit unit has developed the SAME FAULT.

Contacted Sony support, not much use, first repair centre they recommended is the WRONG side of London.

Second, they said did home visits, called them, they DONT. But they have offered to tomorrow to do a phone call with their engineer and see if I can diagnose over the phone.

Never in my life have I owned such a problematic product.