Sony update - black screen

JHF1

Novice Member
I was watching my Sony Bravia (XBR75 800H) yesterday and it had a message pop up on the screen in the top right corner and said an update is ready to apply. I clicked apply and my screen went black.

Chatted with Sony support and two different people couldn't resolve it. They had me try a firmware update etc. It took hours and finally they said because the TV is over a year old the warranty is expired. The TV is a year and 10 days old.

I tried to tell them my tv was fine and the update broke it but they said sorry can't help you.

Can't help feeling what they are doing is not right. Am I screwed or do I have any recourse at all?

And many thanks to anyone who has any idea.
 

JayCee

Distinguished Member
More info needed.
When a TV update starts it’s normal for the screen to go blank while the update takes place and often a message will appear on-screen telling you it has completed the update or in some cases it will ask you to restart the TV.
Did you give it enough time for the update to complete?
 

JHF1

Novice Member
Thanks Jaycee. I tried it a couple times yesterday and gave it at least 10 minutes.

Also when resetting the tv by holding down the power button underneath the Android prompt comes up with language selection and English selected but the remote doesn't interact with it. The tv LED button at the bottom lights up when I press the buttons on the remote, so I know it is working but it doesn't interact with the setup process on-screen. Then the Android setup screen slowly fades to black.

I'm just baffled and clueless. Thanks again.
John
 

JayCee

Distinguished Member
My gut feeling is you didn’t give the update enough time to complete when you originally saw the update message and you interrupted the process.
It will now need specialist service.
 

LCDseeker

Distinguished Member
My gut feeling is you didn’t give the update enough time to complete when you originally saw the update message and you interrupted the process.
It will now need specialist service.

I agree with this. As it's only just out of warranty I would go back to the retailer and Sony and push for them to sort it. Good luck.
 

JHF1

Novice Member
Thanks, hopeful it can be fixed but no clue how.

When the update message happened I triggered it while working and it had at least a half hour to run. When I came back I saw the black screen.
 

LCDseeker

Distinguished Member
Thanks, hopeful it can be fixed but no clue how.

When the update message happened I triggered it while working and it had at least a half hour to run. When I came back I saw the black screen.

Sony do stipulate that update issues caused by the owner aren't covered by warranty BUT it doesn't sound like you have done anything wrong so definitely push as hard as you can. Where did you buy it from that only gave a one year warranty? The problem with many manufacturers now is they consider most repairs too costly so you might find it more cost effective to buy a new television. IF you do end up having to purchase a new television then please do try to buy one with a five year warranty. Good luck.
 

JayCee

Distinguished Member
The OP is based in Canada.
They (and the US) don't appear to have as good Consumer rights as we do this side of the pond.
 

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