topic Re: Sony KDL-43W756C reboot and/or Android crashing in Android TV

Sony KDL-43W756C reboot and/or Android crashing

spizzz — Fri, 21 Jul 2017 21:11:05 GMT

Hello all,

I have the above TV which was bought in late 2015 (outside warranty atm) and hearing about all the issues I decided to turn off the auto-updates as my TV was relatively stable as it was. So I stayed in Lollipop and didn't do any upgrades after Feb 2016.

Last week the TV started to behave weird with several apps crashing out of nowhere. These issues were solved after rebooting from the remote. However today, as I started the Youtube app, i got several apps crashing and although Youtube continued functioning, nothing else seemed to work. So I rebooted from the plug and here I am right now:

1. TV starts with the SONY logo

2. Then shows the flying circles of Lollipop

3. Then shows the 'Android is starting...' box and 'Optimising app X of 206'

4. Once it finishes the above, it shows briefly 'Starting apps' and then it instantly displays shows boxes with multiple crashes including: 'irbservice has stopped', 'Leanback has stopped', ' blah.blahblah.gapps has stopped' and 1-2 more that appear almost too fast for me to see.

Sometimes it doesn't even get to step 3, it reboots after 2 and goes back to 1.

I have tried:

- Disconnecting all devices and cables.

- Entirely unplugging the TV from the plug and waiting for 10 minutes.

- Turning off my WiFi router and internet.

- A combination of the above.

I tried looking for other solutions in the community but I can't seem to find anything else.

I really hoped that I could keep it functioning relatively OK without the updates, but I was wrong...

Is there any hope or should I throw it out of the window?

Many many thanks in advance for any help or advice.

Re: Sony KDL-43W756C reboot and/or Android crashing

Anonymous — Tue, 25 Jul 2017 11:08:58 GMT

Hello @spizzz

Sony would like to investigate your problem with your TV unexpectedly rebooting. Are you able to provide more information (see below for questions).

In regards to all the error messages that you have been getting about XX service has stopped - is this still happening?

Thank you

--- --- --- --- ---

Unexpected_Reboot :

(Questions)

Q1 – What is your TV Model Number?

Q2 – Since when did you experience the random reboot issue?

Since TV Purchase?
Since Software update? (Please state exact software/firmware version)
Not Sure?

Q3 – How often does the random reboot issue occur (i.e. once a day, twice a day, once a week etc.?)

Q4 – Are you able to consistently reproduce this issue?

No, the problem is totally random
Yes – Please describe the step-by-step procedure

Q5 – How does your TV receive its broadcast signal?

Digital TV by terrestrial antenna
Digital TV by satellite dish (state satellite system)
Digital TV by cable (state cable provider name)
Analog TV
Other (please describe)

Q6 – Is a CAM card necessary to reproduce the reboot problem?

Q7 – What other devices are connected to the TV?

Q8 – Does disabling Interactive Applications help avoid the reboot problem? (Instructions: HERE)

Q9 – Does turning OFF “Update Guide in Standby” help avoid the reboot problem?

(HOME > Settings > Channel setup > Digital Setup > Guide set-up > Update Guide in standby > OFF)

Q10 – Any other additional information to add?

Re: Sony KDL-43W756C reboot and/or Android crashing

spizzz — Wed, 26 Jul 2017 10:16:09 GMT

Hi @Anonymous many thanks for your reply! I have added my answers below.

The issue remains and I have not been able to start my TV since the issue started last week. As soon as I plug it in, it stays in this infinite loop mode until I unplug it.

Any assistance would be much appreciated.

Thanks!

@Quinnicus wrote:
Hello @spizzz

Sony would like to investigate your problem with your TV unexpectedly rebooting. Are you able to provide more information (see below for questions).

In regards to all the error messages that you have been getting about XX service has stopped - is this still happening?

Thank you
--- --- --- --- ---

Unexpected_Reboot :

(Questions)
Q1 – What is your TV Model Number?
KDL-43W756C, purchased November 2015.

Q2 – Since when did you experience the random reboot issue?
Since TV Purchase?
Since Software update? (Please state exact software/firmware version)
Not Sure?
The rebooting issue started only last week. I was using the YouTube app when several dialog boxes appeared on the screen prompting that 'X service has stopped'. I clicked OK on each of them (had no other option) and returned to Home where I noticed that a lot of the apps where no longer working. I tried the TV function from the remote and it was unavailable, I tried rebooting using the remote but it didn't work, so I unplugged it to force reboot. Then the reboot issue started and it still remains.

The firmware version was PKG3.533.0108EUA and I had not done any software updates OTA or via USB and auto-updates were OFF, because the TV was relatively stable and I decided to hold off on any updates, after reading about several potential issues in this forum.

Q3 – How often does the random reboot issue occur (i.e. once a day, twice a day, once a week etc.?)
I have not been able to start the TV properly since this happened.

Q4 – Are you able to consistently reproduce this issue?
No, the problem is totally random
Yes – Please describe the step-by-step procedure
1. I plug in the power cable to the wall plug.
2. The TV turns on, the SONY logo appears briefly and the white light turns on.
3. The Android dots appear which are moving around for a few seconds until the 'Android' logo is formed on the screen.
4. The dialog box appears reading 'Andoid is starting... Optimizing app X of 206' (sometimes the number of apps is different, e.g. 'Optimizing app X of 45' or 'Optimizing app X of 147', but in most cases it's 206).
5. Once it reaches 'Optimizing app 206 of 206', the message becomes 'Android is starting' for 1-2 seconds and then the TV reboots. In the earlier reboots, it showed messages prompting that 'X service has stopped' but this stopped after a few reboots.

The above loop continues until I unplud the TV from the wall plug. Sometimes it just stays stuck between steps 2 and 3 (never reaches the Android logo point, but just reboots over and over).

Q5 – How does your TV receive its broadcast signal?
Digital TV by terrestrial antenna
Digital TV by satellite dish (state satellite system)
Digital TV by cable (state cable provider name)
Analog TV
Other (please describe)
Digital TV by terrestrial antenna.

Q6 – Is a CAM card necessary to reproduce the reboot problem?

No.

Q7 – What other devices are connected to the TV?

There was just a PS4 via HDMI, which I disconnected later to see if issue would be solved (no change).

Q8 – Does disabling Interactive Applications help avoid the reboot problem? (Instructions: HERE)

I do not thing that my TV has this feature but I have no access to the Settings at all, as my TV cannot start.

Q9 – Does turning OFF “Update Guide in Standby” help avoid the reboot problem?
(HOME > Settings > Channel setup > Digital Setup > Guide set-up > Update Guide in standby > OFF)

I have no access to the Settings at all, as my TV cannot start.

Q10 – Any other additional information to add?

I have contacted a few repair centres. SONY authorized repair's center requires £90 pounds just to pick-up the TV to investigate. Another diagnosed the problem to be a faulty mainboard suggesting that the part needs to be replaced (cost is around £150). I am undecided on whether this is worth trying at all due to all the other potential issues I could face in the future, also taking into account that I am outside the warranty period. Some further support from SONY would be much appreciated.

Re: Sony KDL-43W756C reboot and/or Android crashing

Anonymous — Wed, 26 Jul 2017 18:43:28 GMT

Hi @spizzz

I think the first step is to get your TV working again.

As your TV doesnt seem to startup at all, can you try a 'Forced Factory reset' :

https://us.en.kb.sony.com/app/answers/detail/a_id/75705/

This has been known to work. Fingers crossed.

Cheers

Re: Sony KDL-43W756C reboot and/or Android crashing

spizzz — Thu, 27 Jul 2017 20:08:26 GMT

@Quinnicus wrote:
Hi @spizzz

I think the first step is to get your TV working again.

As your TV doesnt seem to startup at all, can you try a 'Forced Factory reset' :
https://us.en.kb.sony.com/app/answers/detail/a_id/75705/

This has been known to work. Fingers crossed.

Cheers

Hi @Anonymous and many thanks for your reply. Unfortunately, as this was the advice of the SONY Customer Support over the phone, I have tried the forced factory reset, by pressing down the 'Volume -' and the 'Power' and plugging in the power cord, several times without success.

Could it be that it doesn't work because:

A forced factory reset can only be done if the TV has been upgraded to the Android 6 OS.

..and I believe that my TV is still in Android 5?

Do you think there are any other solutions?

Re: Sony KDL-43W756C reboot and/or Android crashing

Anonymous — Thu, 27 Jul 2017 21:22:43 GMT

Hi @spizzz

Yes, the forced factory reset will only work with Android 6 (Marshmallow). If you are on Android 6 (Marshmallow), the startup screen would look like:

If you are on Android 5.1 (Lollipop), the screen will look like this (Coloured balls):

If you are indeed on Android 5.1 (Lollipop), then the only real fix is a mainboard replacement im afraid. I believe this was suggested already?

Re: Sony KDL-43W756C reboot and/or Android crashing

spizzz — Fri, 28 Jul 2017 06:24:20 GMT

@Quinnicus wrote:
Hi @spizzz

Yes, the forced factory reset will only work with Android 6 (Marshmallow). If you are on Android 6 (Marshmallow), the startup screen would look like:

If you are on Android 5.1 (Lollipop), the screen will look like this (Coloured balls):

If you are indeed on Android 5.1 (Lollipop), then the only real fix is a mainboard replacement im afraid. I believe this was suggested already?

Yeah, I am on Lollipop 5.1 then. The mainboard replacement was suggested by an independent TV repair guy when I described the issue over the phone. The authorized repair centre could not diagnose over the phone and they want me to send the TV to them. Anyway, thanks for the help, will think about it.

Re: Sony KDL-43W756C reboot and/or Android crashing

Jecht_Sin — Fri, 28 Jul 2017 10:11:15 GMT

@spizzz Nah. If it was the mainboard it wouldn't boot at all. The one you're getting is a typical soft bootloop. Something is messed badly in the data. I mean, Android does work, otherwise you would never get the message "Optimising app X of 206". That's when Android compiles the apks (apps) into dalvik caches.

Unless.. now that I think about it, the other option is that the internal memory is faulty. That means that Android does optimise (compile) the apks, but the resulting dalvik caches don't get stored in memory. Which could be your case if you. get that "Optimising app X of 206" at each reboot. In that case yes, you must bring the TV to service.

Otherwise, unless there is a way to force a factory reset in Lollipop (and why there shouln't be??), you may try to download the Android 6.0.1 update for your tv, unzip it and put the resulting package into the root directory of an USB pendrive (without the folder, to be clear). Then plug the USB pendrive into the TV, unplug the TV (just to be certain) plug it again and hope (pray) that Android 6.0.1 gets installed. If it does, that may fix the bootloop already. If it installs but it still bootloops at this point you would have the ability to reset it to factory settings.

If it doesn't get installed maybe try to change USB ports few times. It may not always work at the first try. If it still doesn't get upgraded bring it to service.

Re: Sony KDL-43W756C reboot and/or Android crashing

spizzz — Fri, 28 Jul 2017 15:31:37 GMT

Hi @Jecht_Sin thanks a lot for the insight. That's what I thought too, it is hard to believe that this is a hardware issue and seems more like Android files being corrupt or missing. On the other hand, the memory issue could be a good explanation too.

As @Anonymous mentioned above, SONY has not officially published a method to Force Factory Reset TVs on Android 5.1 and they just ask users to contact Support. I agree that it is strange.

Last, I did try to force an update with the method you described via USB but it didn't work, it just continued loading Android and bootlooping...

Anyhow, I got some good news, Sony has responded to my complaints and agreed to schedule a visit by a repairman to have a look. I will post with any further updates ASAP.

Re: Sony KDL-43W756C reboot and/or Android crashing

RobPC82 — Wed, 18 Apr 2018 20:16:11 GMT

@spizzzwrote:
Hi @Jecht_Sin thanks a lot for the insight. That's what I thought too, it is hard to believe that this is a hardware issue and seems more like Android files being corrupt or missing. On the other hand, the memory issue could be a good explanation too.

As @Anonymous mentioned above, SONY has not officially published a method to Force Factory Reset TVs on Android 5.1 and they just ask users to contact Support. I agree that it is strange.

Last, I did try to force an update with the method you described via USB but it didn't work, it just continued loading Android and bootlooping...

Anyhow, I got some good news, Sony has responded to my complaints and agreed to schedule a visit by a repairman to have a look. I will post with any further updates ASAP.

Hi Spizzz,

do you mind to explain how finally got your tv repaired?

i have getting a similar issue with 50w800c, with the only different that my TV does not restart by itself. i get the screen showing "optimising app xxxx of xxxx" and never starts the android system but not restart by itself. it get frezzed and i have to unplug the tv and plug again but finally i get the same screen showing "optimising app xxxx of xxxx" (i have go out to work and 8 h later is in the same screen).

I have tried all i found in different forums. Unplugg all devices, turn off the router, etc.c.
i have tried to force factory restet (power + down volume) but not works (i did not update from Android 5.1.1 to newest versions)
I tryed to update with Android inserting USB flash drive but not works..

Any information would be appreciated!

Thanks in advance and sorry for my english..

Re: Sony KDL-43W756C reboot and/or Android crashing

dutchice — Thu, 19 Apr 2018 14:49:36 GMT

Just an idea. To be sure that the TV can recognise and read your USB stick with the latest firmware, try to use Diskpart from a command prompt on a Windows PC and perform the following steps:

list disk

select disk TYPETHEDISKNUMBERCORRESPONDINGTOTHEUSBSTICKFROMPREVIOUSCOMMANDHERE

clean

convert mbr

create partition primary size=2000 offset=1024

format fs=fat quick label=2GB_FAT16

assign letter=s

active

exit

Re: Sony KDL-43W756C reboot and/or Android crashing

spizzz — Thu, 19 Apr 2018 15:19:43 GMT

Hi @RobPC82 the fix was the replacement of the mainboard and it was done by Sony's authorized repair service free of charge after I complained about it + all the other smaller issues that I have been having with this TV. I was quite surprised that Sony agreed to fix it as this would have cost me £150, which I was reluctant to spend given the other issues of these sets.

After the repair, I enabled all the automatic updates and the TV was updated without any problems and still going strong with the last updates.

Hope this helps.

Re: Sony KDL-43W756C reboot and/or Android crashing

RobPC82 — Thu, 19 Apr 2018 16:14:53 GMT

Thanks for your idea,

i had found that way to perfom the format to the USB stick but it did not work.

Re: Sony KDL-43W756C reboot and/or Android crashing

RobPC82 — Thu, 19 Apr 2018 16:24:51 GMT

@spizzzwrote:
Hi @RobPC82 the fix was the replacement of the mainboard and it was done by Sony's authorized repair service free of charge after I complained about it + all the other smaller issues that I have been having with this TV. I was quite surprised that Sony agreed to fix it as this would have cost me £150, which I was reluctant to spend given the other issues of these sets.

After the repair, I enabled all the automatic updates and the TV was updated without any problems and still going strong with the last updates.

Hope this helps.

Thanks both for your fast reply,

today i have tried again with the online shop where i bought the TV in 2015 but acc. to them it is out of warranty.

i have called againt to Sony service but they say that the TV is only 2 years of warranty, and they can not make anything. They send me to a authorized repair center..

The only way to fix the problem is call to Sony authorized repair center. i had alreday called them 3 days ago and acc. to them i have to carry the TV to their shop in order to check the problem (i wll very happy carrying 50" TV in the car without damage it, if i want them to catch the TV in my house -> apply extra cost). i have no idea how much could be...i suppose finally i have to pay for the repair but in my point of view is a clear design fail.

Thanks for your support

Re: Sony KDL-43W756C reboot and/or Android crashing

spizzz — Thu, 19 Apr 2018 17:22:43 GMT

This is very frustrating. You could try to research for some other repair centres (authorized or not it shouldn't make much difference once you are out of warranty, right?). In some cases, they may be able to order the part and come fix it on site. Hope you get this sorted. For me, this purchase has been a lesson learnt - next time I would go for a different brand with 5 or 6 years of warranty.

Re: Sony KDL-43W756C reboot and/or Android crashing

RobPC82 — Wed, 02 May 2018 19:17:14 GMT

Hi again,

Finally i got the problem solved by installing Android 7.0 from a USB stick.

I had tried before in diferent ways but after reading more information i found that we have to make 2 copys of the firmware (1 renamed with upgrade_uploader), and put them into the USB stick. I connected the USB stick to USB port 2 and just after plug in the TV the installation started (maybe this can help somebody with problems..)

After this the TV started and Android 7.0 was running, i made a complete factory reset again (following sony instructions) and the TV has been working for 2 weeks (slowly, but worked). In the latest days some applications like play store or youtube didn´t work, so i decided making a complete factory reset.

After the complete factory reset the TV (50W808C) does not start.

After plug in the TV the Sony logo appears, then the animated balls from android and then restarts again with Sony Logo.

After aprox 10 min, the Sony logo appears frozen and thats all. I have to unplug the TV..

I have tried "forced factory reset". Power + volume down.. the led turn green (now it seems to be working), restarts two times and instead of starting Android, starts again with the boot loop problem. it´s really frustrating. i have tried it a lot of times...

I have also tried installing again the latest firmware (same as installed for solving the initial problem) but during the instalation the led turns blue and restart again with the boot loop problem.(after reading information from internet, i suppose we can only upgrade the firmware with a new version, not previous or equal).

i found some videos with the problem on youtube, just one example:

https://www.youtube.com/watch?v=BNhzg96sr-g

So acc. to all post from other forums it seems like the only thing that we can do is to send the TV to a repair center (or throw it TV directly to the trash).

In my case, i bought the TV on Jun 2015 so the warranty has expired.

I can not understand how Sony can allow that a huge quantity of sold Android TVs has been crashed and making nothing to solve the problem.

Now, i am trying to get information about replacing the mainboard by myself ( cost around 50 €) but i am not sure if really it´s possible without extra "software" from Sony Support. I suppose that mainboard is not plug and play, maybe we have to make something special with Emmc or who knows.

I have read the service manual but it´s not describing how to proceed with a mainboard replacement.

If somebody knows if mainboard is plug and play and we have only to install the firmware from sony... (with Android 7.0) some information would be very appreciated.

i prefer trying by myself that sending/carrying the TV to repair center because i suppose it will be much money.

if you have any suggestions please....

Thanks in advance.