I have a Sony Bravia KDL48R510C. A message box has appeared on the screen that says "A new software update is available. Would you like to...

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Before we get started, I want to remind you ExpertHelp.com is an independent professional support company. We are not associated with Sony nor are we paid to provide support on their behalf. However, we have helped hundreds of customers with similar questions and believe we can help you too. OK, let’s get started! :)

I’m available to chat now. Please let me know that you are ready by posting a response. I’ll leave my chat session open for the next 15 minutes or so and wait for your reply. If I don’t catch you this time, please respond with a few times (including your timezone) that work best for you and we can connect then.

Hi Judy,

Can you tell me when did the problem started?

Are you still getting the Prgrams even in the background?

Ok I see,

Judy, Can you give me few minutes and I will try calling your number.

OPT OUT

Message on the screen about software update.

Verified that the update box is from the Sony TV.

Remote is not responding With the options

FACTORY reset is not working

Home and Menue buttons on the TV remote is not working

Hello and welcome to ExpertHelp.com! My name is Abe Pastor and I'm going to do everything in my power to answer your question to your full satisfaction!

I’m available to chat now. Please let me know that you are ready by posting a response. I’ll leave my chat session open for the next 15 minutes or so and wait for your reply. If I don’t catch you this time, I will call you on your available time. please leave your callback time (including your timezone) that work best for you and we can connect then. Thanks

I'll be calling you within 5 minutes. Thanks.

Remote support Notes:

- Accessed computer remotely to do a manual update on sony bravia

- customer has no USB flash drive yet

- customer will get flashdrive at least 2GB from walmart

- will proceed manual update when USB flash drive is available

- Told customer to leave message once she is back online so I can callback and connect remotely

Great! Please make sure teamviewer is up and running and provide me the password. I'll be getting in touch in 5 minutes thanks.

Here are the steps on updating just in case the TV remote already works accessing HOME etc after resettring:

WARNING! Do not power off the TV or disconnect it from the AC power source during the upgrade process. Loss of power during the installation of the firmware upgrade may cause the TV to be unusable and require repair.

WARNING! Do not press any button, except as instructed, until the update is complete. Doing so may damage your TV and make it unusable, or require service.

It is recommended you completely read the instructions below before beginning the update process.

1. Power on the TV.
2. Make sure no other USB devices are connected to the TV.
3. Insert the USB storage device containing the sony_dtv02B10B03B1B3_00100301 folder into the USB port located on the side of the TV.
   
   Note:The USB storage device can only be inserted into the USB port slot one way.
4. On the TV remote control, press the HOME button to display the Home Menu
5. On the remote control, use the arrows to select Settings, and then press the Enter button.
   
6. Use the arrows to select Customer Support, and then press the Enter button.
   
7. Use the arrows to select USB System Update, and then press the Enter button.
   
8. A series of different messages will appear on the TV set. Please follow the on screen instructions.
9. During update process, the LED indicator will slowly flash in amber. After several minutes the update will finish and TV will turn off automatically and then back on to complete the update.
   CAUTION: DO NOT REMOVE THE USB DEVICE OR TURN OFF THE TV UNTIL THE UPDATE IS COMPLETE.
10. After the update completes and the TV restarts, you may safely remove your USB device from the USB slot.

The firmware update process is now complete. Check if the problem has been fixed and let me know. Thanks.

Phone support Notes:

- Schedule a callback tomorrow 11am customer location time

• Location: Greenwood, IN US

Hi Judy, just got your message and sorry for the delay. I tried to call you but the call didnt go through. I will be checking my line first maybe its a problem on my end. Anyway, while I'm taking care of this, please do these steps which may be helpful later when I am able to get in touch with you. Please follow these steps and make sure they are done correctly. We can still exchange messages on your Kindle just in case:

Remove ALL connections from the TV:

1. Remove all connected Devices at the back of the TV (A/V cables, Aerial, Antenna, HDMI, Internet cable etc. No wires should be hanging from it except for the power chord.
2. Hold down the power button to place it on standby mode where the screen is off.
3. Wait for 5 minutes and switch the power button at the side of the TV to OFF
4. Leave TV unplugged for a couple of hours 2-3 hours will be appropriate.

Reset the Remote Controller:

This should be done on the remote controller that came with the TV. Not on other remote controllers like Direct TV remote or a Universal remote controller.

1. Remove the batteries from the remote control.
2. Press each button ALL of it on the remote control twice without the batteries 2-3 seconds max.
3. Make sure none of the remote control buttons are jammed after doing all the steps.

Leave the TV unplugged without anything connected to it for a couple of ours. I will call you within the day or leave a message here just in case. Thank you and apologize for the delay.

I will be waiting when you get back. Just leave me a message here thanks

hello :) how was your day? Shall we proceed?

Okay plug in the powe back on and turn on the TV and leave it for 5 mins

Dont plug the HDMI yet just switch the power on at the side and press power on the remote. This should turn back on.

Can you play around with the remote controller please? Press home and see if you can already navigate through the Menu setup etc.

Can you read to me everything on that box and describe it to me please. Its the first time I have encountered this and sony doesnt have an answer yet but to send this for service which is not yet a good option. Lets keep looking for a solution first.

can you take out the batteries and press each button on the remote twice without the batteries please. After that place the batteries back correctly and test if it works. Thats weird, remote should be working fine... Btw, are those old batteries in the remote?

Try Home button please. Does it work?

try selecting/highlighting show details and tell me what happens.

Can we do a reset one last time? I'm beginning to think the problem is the system itself. Do you remember anything done on the Tv before this started? Was there a power surge of some sort?

Youre welcome. it'smy job to stay with you whether the Tv problem is resolved or not. Some really needs to go through troubleshooting first rather than having to send it for repair right away. Anyway, here are the steps:

1. Unplug the TV power cord (mains lead) from the electrical outlet.
2. Allow the TV to remain without power for one minute.
3. Plug the power cord (mains lead) back into the electrical outlet.

   NOTE: The TV should turn on automatically. If it does not, turn it on.

4. Wait approximately 40 seconds for the TV to completely start up.
5. On the TV remote control, press and hold the UP ARROW button. Make sure the remote control is pointed towards the front and centre of the TV.
   
6. While holding the UP ARROW button, press and release the POWER button on the TV set. Depending on the  TV, Reset will appear momentarily on the lower left hand corner of the TV.

   NOTE:

   • The TV may turn off and then back on.
   • The button may be on the front, top or side of the TV. If your TV has an Energy Saving switch, be sure to press the POWER button rather than the Energy Saving switch.
     
7. Release the UP ARROW button.

   NOTE: The initial setup screen displays if the above procedures were performed correctly.

8. Follow the on-screen instructions to complete the initial setup.

IMPORTANT: If the reset did not complete successfully, disconnect all devices from the TV and turn off or disable the network connection then repeat these steps above. Let me know what happens.

You know the good news? It hasnt been over a year yet and you still could have free service or replacement from sony. Should I check on this right now?

Please wait while I gather all the details you need. Thank you for your patience.

Heres what I found out:

SONY ELECTRONICS PROFESSIONAL SOLUTIONS OF AMERICA  Limited Product Warranty Exceptions

- Image retention is not covered under warranty. Any product returned to Sony under the Limited Product Warranty with an image retention problem is subject to a panel repair charge or exchange cost.

- Physical damage to the product is not covered by warranty. Physical damage should be claimed to the freight forwarder that delivered the product to the customer.

- Product located outside of the United States is not eligible.

- Product purchased outside of the United States is not eligible.

The good news is you're eligible for the warranty.

Sony’s service group will diagnose the problem with the eligible product on the phone, and if it cannot be resolved on the phone and is determined to be covered by the limited product warranty but the claim was made outside the initial 30 day period following purchase, Sony will decide the appropriate service by providing on site service when possible, or will utilize our Product Exchange Program by providing a same or similar model

For assistance, please call SONY Product Operation Support Center:
1- ***-***-**** please explain to them the issue about the update not getting off the screen and explain to them all the steps resets that we went through to isolate the problem. They should know that already. I hope I was able to help.

I will be noting down all the steps in here of all the steps that weve went through. That will serve as proof that the troubleshooting procedures have been done properly both basic to advanced. Dont worry what we did are standard procedures that wouldnt affect the warranty. Please also have the email from amazon so that they will know when was the product purchased as proof. I will be noting the things that weve covered once we close this case. Thank you.

Technical/Phone/Remote/Chat Notes

Troubleshooting:

- Basic Troubleshooting includes soft resetting/power reset which didnt resolve issue

- Customer can select update but select button doesnt work

- Checked if remote has issues: Remove battery click on all buttons twice but ended up same result not being able to update when select button is clicked

- Had to disconnect all connections: Network, HDMI, Cables except for power cable.

- Done Factory RESET following Sony's appropriate steps but to no solution

- Advance steps attempt manual update accessed computer remotely installed update to flashdrives root through remote access

- Factory reset to attempt to access HOME button but failed

-Advice to leave unplug without any connections: Power down on stand by, Swith off and unplugging from power outlet

- Left unplugged more that 3 hours before rebooting

- Troubleshooting done: Attemted to reset remote, Factory reset TV same issue

- All troubleshooting resources exhausted. Checked on SONY forums people are getting this issue and was adviced by sony to Factory reset.

- TV still within a year and there was no abuse or customer induced damage

- DOP 6/14/16 from Amazon still within a year

- Unit needs service or replacement