Recent update

[Hippotrot]

Hi I’ve tried to update my tv software and it keeps failing and makes my screen go black then I get a white blue white led under the screen and the tv won’t turn on at all I’ve tried to install the latest software using a usb stick still no good any other things to try ?? Thanks tv is a 

KD -55XE8396

[LightFoot]

Hi @Hippotrot 

The only thing I can suggest, is to make sure that nothing is connected to the TV including any aerials etc.

[Hippotrot]

Yes I’ve tried that also nothings plugged in at all just get the same result 20 seconds of the update screen and then goes blank and won’t update 

[daveyh64]

Your post is titled "Recent Update", the last update available for your TV was released in September 2023

and would update your TV to v6.7720.

Click on the link below to the Sony support site for your model of TV,

https://www.sony.co.uk/electronics/support/lcd-tvs-android-xe80xx_x80xxe_xe83xx-series/kd-55xe8396/s...

The link will take you directly to the Downloads section and give you full instructions on downloading and installing via USB to your TV. (you may need to click on View All Applicable Models to see your TVs model number.)

Is this the update you are trying to install.

What do you see on the TV screen when attaching the USB to the TV, you should see a series of messages

and the LED on the TV should start blinking white whilst the install is in progress.

Prior to trying to install this not so recent update was the TV working well?

After trying to install the update does the TV not work at all.

If you can get the TV fired up try a factory reset.

Any more information would be useful.

[Hippotrot]

Hi the tv was working fine before I pressed the update that kept coming up on the screen I’ve tried all ways to reset where the led goes green but it still try’s to do the update after the factory reset so even when I put the usb stick in with the downloaded software I get no messages about installing it 10-20 seconds after I switch on it just goes black screen and can’t do anything tv is totally dead remote won’t work either just get a white blue white led under the tv screen 

[daveyh64]

Seems you first attempted to install this software via the over the air method when notified by the TV that an update was available.

As the last update was released in September 2023 can you tell us why the TV is only informing you of its availability now. Has the TV not been connected to the internet for some time?

Now for the USB installation method, can you confirm that it is v6.7720 of the firmware you are trying to install.

I always update my TV via the USB method. (I have a different model of Sony TV but the install method is principally the same)

Before updating I disconnect all HDMI and USB devices attached to the TV.

I then Restart the TV and when the TV is back on I insert the USB with the update on it.

After a few seconds the TV will inform that an update is ready to be installed.

Next it will go to the install screen with a progress bar, the progress bar is the TV copying the files to the TV, all the time the white LED blinks.

Once the files are copied the screen will go blank as the TV is installing the files,

the white LED still blinks, eventually the TV will turn itself off and then restart.

Having restarted the firmware is now installed, the whole process takes about ten minutes.

For your model of TV the instructions say it can take as long as 30 minutes for the installation.

Whilst the install is in progress you should not touch any controls on the remote or the TV itself or switch off.

Are you being patient.

Here are the instructions from the Sony support site I linked you to earlier.

Step 1: Install the update

Once you've downloaded the update file and prepared your USB device, you can install it on your TV. The process can take up to 30 minutes and during the installation your TV will turn off before turning itself back on. Please follow the simple steps below:

1. Turn on the TV.
2. Make sure that no USB devices are inserted into your TV.
3. Insert your USB flash drive containing the extracted file (sony_dtvxxxxx_xxxx_xxxxxx.pkg) into a USB port of the TV set.
4. Note: Any USB slot can be used if the TV has multiple USB ports. 
5. Once the USB flash drive has been detected, a series of different messages will appear on the TV set. Follow the on screen instructions.
6. Note: If the messages do not appear automatically, try turning the TV off and on with the remote control. 
7. When the file is finished copying from the USB flash drive, the update process will begin, the POWER indicator on the TV will begin flashing white, and the update progress screen is displayed on the TV.
8. After several minutes, the TV will turn off and then turn back on to complete the update.
9. WARNING! During the software installation process, please:
• Do not remove the USB device
• Do not turn off the TV
• Do not disconnect the TV from the power supply
10. When the software update is complete, a message appears on the TV indicating the software update is complete.
11. Carefully remove the USB device from the USB slot.

[Hippotrot]

Hi yes the software version is correct and  I followed the instructions and put on a USB stick  the trouble is it’s still trying to do the over the air update every time I switch the tv back on even when I’ve tried a force reset and got the green led light to say it’s worked it just crashes after 20 seconds of doing its update nothing happens when I put the USB stick in as it’s already doing the update I’ve let it on for hours and nothing changes just get the white blue white led under the tv screen 

[daveyh64]

Have you tried disconnecting the Wifi/ internet connection to your TV.

Switch off the TV and see if it starts up.

Then connect the USB and see if it will allow the installation to continue.

Or if the TV is finding it hard to connect to Sonys servers to do the over the air update

then switch off the TV and reboot your router

Start the TV up again and and see what happens.

If it still refuses to switch on or complete the installation you

may want to got someone out to look at it although that might be 

prohibitively expensive given the age of the TV.

[Hippotrot]

We’ve spoke to a shop today they want £60 call out to try a reset but think it could be a corrupted board so could be hundreds to fix just annoying that Sony can put a update out that then can wipe your tv and make it unusable and now need to spend on a new tv not a happy customer who has 3 Sony TVs in the house 🤦🏻‍♂️

[daveyh64]

Yes it is expensive to get someone out just to assess the situation.

As mentioned earlier the update has been available for almost two years,

if there were a problem with Sony would have been informed and rectified it.

You still haven’t explained why the TV was only now reporting that an update was available.

By switching off the TV whilst it was in the process of updating this has caused an error

which the TV cannot recover from.