Sony Bravia KD-55XG7003: Can't access Home or YouTube after latest update

[Mogn86]

Hey guys!

I really hope someone can help me out here as I just had a forty minute call with Sony support, only for them to tell me that I need to locate a repair centre and pay to have my TV fixed when it was their latest update that broke it!

The TV did an automatic update on March 10th, and since then, we can't access Home or YouTube, and a bunch of the other buttons do nothing as well now. Options does work, but I can't access the settings from there as far as I can see.

I've seen that this issue is caused by an update and that there are a few solutions. I've read through them on this forum, but have no joy. Here's what I tried:

1) Factory Reset - I did the UP+POWER BUTTON on back of TV trick to reset. Didn't work.

2) After doing this, I clicked Options, managed to back-door into the set-up page, where I did a factory reset on the software there. Still didn't work.

3) I've unplugged the TV on the mains and left that way for a few minutes. Doesn't work either.

Does anyone have any other solutions here that may work? Thank you so much!

[Peter_S.]

Hi,

Have you tried to update the internet content in the system settings?

Cheers

Peter

[Mogn86]

Hey Peter, thanks for the reply. 

I can't access the settings at all as I can't get into the 'home' menu 😞 is there another way to reach it? I don't have a 'help' button on my remote either...

[Win_88]

Are you sure the remote fully works?

https://www.sony.co.uk/electronics/support/articles/00025283

[Mogn86]

Yes, we checked and it works fully

[Mogn86]

I'm not able to access the settings as the home button only produces the 'please wait and try again later' message. Is there another way to access the settings? The only button that works is 'options'.

[HannahEd01]

Hi Mogn86, there's no other way to access the Home screen. Since a factory reset and a power cycle failed, and you confirmed the remote is working. The only thing left to do is to send the TV for a repair.