topic Re: Sony Bravia KD-55XD9305 - iPlayer not working in Android TV

Sony Bravia KD-55XD9305 - iPlayer not working

StudioTW — Fri, 22 Jun 2018 21:45:37 GMT

Hi,

I have a brand new Sony Bravia KD-55XD9305 Android TV & are experiencing issues with the BBC iPlayer App: The app loads & shows the available content (I have successfully connected the TV to my BT broadband router) - however when I select a programme to watch I get a spinning wheel for several minutes followed by an error message ("02110 - Something went wrong playing this programme").

I've noticed that there are loads of other users experiencing this problem - does anyone have a comprehensive checklist of actions to take to solve this issue, or does iPlayer simply not run on an Android TV?

Any help or assistance would be gratefully received.

Thanks for your time.

Re: Sony Bravia KD-55XD9305 - iPlayer not working

StudioTW — Sat, 23 Jun 2018 21:01:52 GMT

I have spent a very frustrating day trying to fix the issue with iPlayer - following suggestions from others in this forum. So far I have tried:

• Resetting to factory settings

• Restarting my router when the television is off

• Changing the IP address from DHCP to Static

None of which has worked. Are there any other things I should try before I return the TV & purchase a different brand?

I'm pretty shocked by the fact that the Android system comes bundled with BBC iPlayer / 4OD etc but do not work with them - especially considering the number of other Sony Bravia owners who have experienced the same problem - pretty unacceptable in my opinion.

Re: Sony Bravia KD-55XD9305 - iPlayer not working

Risc0n — Sat, 23 Jun 2018 21:14:20 GMT

It’s most likely the BT router parental controls or smart hub setup Trying disabling to rule out.

https://community.bt.com/t5/Home-setup-Wi-Fi-network/Access-blocked-message/td-p/1795114

Re: Sony Bravia KD-55XD9305 - iPlayer not working

StudioTW — Sat, 23 Jun 2018 21:26:49 GMT

Thanks for the reply.

I have just checked the parental controls / smart hub set up on my router & neither are active.

Any other ideas?

Re: Sony Bravia KD-55XD9305 - iPlayer not working

Risc0n — Sat, 23 Jun 2018 21:49:45 GMT

Have you a different router? Also try a factory reset of the router as well.

Re: Sony Bravia KD-55XD9305 - iPlayer not working

StudioTW — Sat, 23 Jun 2018 22:08:14 GMT

No, I do not have a different router (my current router works perfectly with a number of other devices - including a Mac, Macbook & iPhone - all of which run the iPlayer well).

I have reset my router to the factory settings & tested it with the iPlayer on the Bravia: I am still getting the same issue.

Any further ideas?

Very surprised it's as difficult as this to make a feature that is a key selling point of the product to work!

Re: Sony Bravia KD-55XD9305 - iPlayer not working

Risc0n — Sat, 23 Jun 2018 22:39:40 GMT

Have you got the latest firmware? Go to the Sony website and check there as over the air updates can be delayed.

Re: Sony Bravia KD-55XD9305 - iPlayer not working

StudioTW — Sat, 23 Jun 2018 22:48:58 GMT

Yes - the TV is less than three days old.

I have checked for a system software update & this is up to date.

If there is an additional update I can search for (this seems pretty complicated if I can’t do it actually on the TV) - can you please supply a link?

Re: Sony Bravia KD-55XD9305 - iPlayer not working

Risc0n — Sat, 23 Jun 2018 23:53:33 GMT

Try this link https://www.sony.co.uk/electronics/support/televisions-projectors-lcd-tvs-android-/kd-55xd9305

Re: Sony Bravia KD-55XD9305 - iPlayer not working

StudioTW — Sun, 24 Jun 2018 09:04:59 GMT

Thanks again for the suggestion.

I have just checked the link & the version of the software on the TV & it is fully up to date already.

Do you have any other suggestions?

Re: Sony Bravia KD-55XD9305 - iPlayer not working

LightFoot — Sun, 24 Jun 2018 10:06:58 GMT

@StudioTW wrote:
Yes - the TV is less than three days old.
I have checked for a system software update & this is up to date.

If there is an additional update I can search for (this seems pretty complicated if I can’t do it actually on the TV) - can you please supply a link?

Hi @StudioTW

The TV may be only 3 days old for you but it was manufactured in 2016. I used to have a KD-55XD9305 and the iPlayer always worked perfectly. However if you are able to return the TV for a newer model I personally wouldn't hesitate. See https://community.sony.co.uk/t5/android-tv/xd9305-loss-of-all-power/td-p/2266186 I should add it is only this particular model and I had a free replacement to a KD-55XE9305 which I can only descibe as fantastic.

Re: Sony Bravia KD-55XD9305 - iPlayer not working

StudioTW — Sun, 24 Jun 2018 10:05:04 GMT

Thanks for the info.

I must admit I'm pretty shocked that a television (regardless of manufacture date) that is sold with iPlayer / UK on demand features as a selling point (it's a smart TV after all!) simply doesn't work with the most major & popular of these.

I can't believe this isn't something that Sony hasn't directly addressed. I'd have thought that if Sony monitored these forums (do they? surely they should?) that they'd have noticed this was a very common problem for their customers.

Looking at my options to move to a different brand & model soon - simply not good enough Sony!

Re: Sony Bravia KD-55XD9305 - iPlayer not working

LightFoot — Sun, 24 Jun 2018 10:22:47 GMT

@StudioTW wrote:
Thanks for the info.

I must admit I'm pretty shocked that a television (regardless of manufacture date) that is sold with iPlayer / UK on demand features as a selling point (it's a smart TV after all!) simply doesn't work with the most major & popular of these.

I can't believe this isn't something that Sony hasn't directly addressed. I'd have thought that if Sony monitored these forums (do they? surely they should?) that they'd have noticed this was a very common problem for their customers.

Looking at my options to move to a different brand & model soon - simply not good enough Sony!

Hi @StudioTW Out of interest does YouTube work? I can only repeat that iPlayer works fine on the KD-55XD9305 so it can only be your (and a few others) TV or general setup. The problem is with the power supply. https://www.sony.co.uk/electronics/support/articles/00180172

Re: Sony Bravia KD-55XD9305 - iPlayer not working

StudioTW — Sun, 24 Jun 2018 10:25:38 GMT

Yes - YouTube works.

It is the 'player' apps which do not - BBC iPlayer / 4OD / ITV Player etc - so essentially any 'on-demand' service.

The power supply doesn't seem to be an issue at all ...

Re: Sony Bravia KD-55XD9305 - iPlayer not working

dutchice — Sun, 24 Jun 2018 12:36:58 GMT

Could you post your current iPlayer revision please?

Re: Sony Bravia KD-55XD9305 - iPlayer not working

StudioTW — Sun, 24 Jun 2018 13:00:38 GMT

It will be the very latest version supplied with the latest software update. I have factory reset twice so it cannot be any newer.

Re: Sony Bravia KD-55XD9305 - iPlayer not working

dutchice — Sun, 24 Jun 2018 13:25:49 GMT

The BBC is updating the iPlayer app almost on a daily basis this past week, so even if you have the revision from yesterday you might still not have the latest.

As far as I know, the latest build as of now is from past Thursday Jun 21.

BigScreen Version 4.6.126.1

Framework Version: 8.2.1

Config Version: 8.2.1

So make sure you are at least on the build above.

Re: Sony Bravia KD-55XD9305 - iPlayer not working

StudioTW — Sun, 24 Jun 2018 13:48:22 GMT

Do you know where in the app I can see which build version it is?

thanks.

Re: Sony Bravia KD-55XD9305 - iPlayer not working

dutchice — Sun, 24 Jun 2018 14:03:41 GMT

I believe its under: Settings > Settings & Help > Help > System Information

Re: Sony Bravia KD-55XD9305 - iPlayer not working

royabrown — Mon, 25 Jun 2018 06:37:18 GMT

Try clearing the cache for the BBC iPlayer app:-

Instructions for how to do this are:

Press Home
Scroll down to Settings
In the TV section scroll right to Apps
Find the iPlayer App, wherever it is lurking there
Select Clear Cache and press OK
Then Select Clear Data, if offered or present, and press OK

But you haven’t mentioned YouView, for good or ill; is it present on your set?

I’m wondering if besides stiffing you with a 2016 set in 2018 (If this is indeed what happened, as you didn’t seem to know you had been sold an old set), you have also been stiffed with a non-UK model? What is the full model number, on the label on the back of the set?