topic Re: Firmware Update 5.417 in Android TV

Firmware Update 5.417

passuth00 — Sat, 09 Mar 2019 16:26:15 GMT

Error messages from app: Sorry something went wrong when you are ready give it another try. Linked, re-linked, re-started tried everything. Between apps are communications but with voice commands given to google home not opening any apps on tv. When hitting the play music in Home app getting the following error: Unable to play music on this device at the moment. If trying to modify something in the Home setting, getting the following error Could not communicate with your Android TV. Only the adjusting the Volume option is available. How strange. Please advise

Please see some screenshots as well:

screenshot

Re: Firmware Update 5.417

Vanilla_ — Mon, 11 Mar 2019 10:57:03 GMT

Hi passuth00,

I assume you're facing these problems with your TV. Let us know the model number so we can look this up for you. Also, if these problems only started after a recent update, a simple power cycle could greatly help get rid of these errors.

Vanilla_

Re: Firmware Update 5.417

passuth00 — Mon, 11 Mar 2019 11:25:09 GMT

Hi,
Model numer is kdl-43w800c Unfortunately I'm not the only one.

Please see another comment below:
https://community.sony.co.uk/t5/forums/searchpage/tab/message?advanced=false&allow_punctuation=true&filter=location&location=forum-board%3Atv_de_1_0&q=Firmware+Update+5.417
Thank you

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Re: Firmware Update 5.417

passuth00 — Mon, 11 Mar 2019 19:19:10 GMT

Screenshot

Re: Firmware Update 5.417

Vanilla_ — Tue, 12 Mar 2019 10:52:32 GMT

Hi passuth00,

If the Power Cycle didn't work, then I'd suggest you reset the TV to factory defaults and check if it cured the problems.

Let us know your feedback afterwards,

Vanilla_

Re: Firmware Update 5.417

MiteBe — Tue, 12 Mar 2019 11:22:48 GMT

This sounds very similar to my problem too...

https://community.sony.co.uk/t5/android-tv/cannot-use-google-home-after-firmware-v5-417-installed/td-p/2589054

And I'v e done a factory reset and the problem still exists.

Re: Firmware Update 5.417

passuth00 — Wed, 13 Mar 2019 10:03:09 GMT

Hi,
I've already done it. Tried to downgrade firmware to previous version but not letting me...Trust me I've tried everything. Browsing the internet I've found out the more and more people having the same issue...

Re: Firmware Update 5.417

Vanilla_ — Wed, 13 Mar 2019 11:18:20 GMT

Hi MiteBe,

I've had a look on your thread and just want to clarify one thing. Is Google Home able to detect any other devices apart from your Sony TV?

Vanilla_

Re: Firmware Update 5.417

passuth00 — Wed, 13 Mar 2019 11:21:09 GMT

Yes, I've got two Google home devices and both of them are able to communicate with my smart lights but NOT with TV

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Re: Firmware Update 5.417

MiteBe — Wed, 13 Mar 2019 11:51:47 GMT

Hi Vanilla, I can Chromecast to my STR-DN10180 from my phone and Google Home Mini. I can also still control all my Hue lights.

When you try and add a device in Google Home it says multiple devices found, but no new ones.

Just an extra note. We use(d) the function every morning to listen to the radio through the TV (that turns itself on, tunes in to the radio station, which then turns on my STR-DA3600ES and plays the music through an ARC connection). I did the upgrade in the morning as when the TV switched on it mentioned the software update - which I then did. Then tried to use the radio and it didn't work. It would be a remarkable coincidence if it was something other than the firmware update that's stopped this from working.

Thanks

Re: Firmware Update 5.417

stupot2001 — Thu, 14 Mar 2019 01:47:40 GMT

This might work....

Clear cache and data of Chromecast on your TV:

On the TV, go to Settings>Apps>System apps>Google Cast - clear cache and data, force stop the app and disable it.
This should make the TV disappear from the Google Home app.
Rename the TV to Master TV or Living Room TV
Enable the Google Cast app from the TV - Settings>Apps>System apps>Google Cast
Launch Google Home app and check if the new name of the TV is showing in Devices and also under More Settings>TVs and Speakers as a voice supported device.
Try issuing a voice command to Google Home to play video on <name of TV>

Re: Firmware Update 5.417

passuth00 — Thu, 14 Mar 2019 09:48:43 GMT

Hello,

Google Cast: clearing cash and data, unistalling updates, updating doesn't solve the problem

I've installed Home app on TV, and I'm attaching some pictures. The app can see all my lights and smart plugs, but not communicating with Google home or the TV itself but let's me to change settings...

Photo

Re: Firmware Update 5.417

passuth00 — Thu, 14 Mar 2019 09:56:49 GMT

Command: OK Google, play video on my TV

Answer: Playing video from youtube on TV. Sorry something went wrong when you are ready give it another try.

Command: OK Google. Play music on TV

Answer. Playing music from Spotify. Sorry something went wrong when you are ready give it another try.

Re: Firmware Update 5.417

passuth00 — Thu, 14 Mar 2019 14:11:10 GMT

Hi,

I've the following answer from GOOGLE:

I'm sorry to hear you're experiencing an issue with your Google Home device and voice commands to play content to your TV. We are currently receiving and investigating similar reports. I have forwarded your issue to our development team and we are actively working with our partners to provide a stable solution.

In the meantime, could you please submit a feedback report by following the steps below. This will provide us with some log files so we can review it further and help us improve the experience for all users. Before submitting the feedback report, make sure to recreate the issue by attempting to ask Google Home "Hey Google, play (video name) on (YouTube/Netflix) on (name of the TV/Chromecast) and then follow the steps below.

Important: Recreate the issue before continuing with the steps below and take note of any error message Google Home will tell you.

Make sure your mobile device or tablet is connected to the same WiFi as your Google Home device.

Open the Home App
Find the appropriate device card you'd like to turn the usage data and crash reports on.
Select Settings
Scroll down, under " Privacy" toggle the slider to the right to enable Google Home device to send usage data and crash reports to Google.
Go back to the Google Home main page
In the bottom left corner, tap on the accounts button .
Select Feedback.
Tap the device you'd like to submit feedback for.
In the From: section, tap the arrow on the right to display available emails. Select your email address.
In the Write your feedback area, write a brief description of your issue.
Include the keywords below in the description, else I may not be able to find the report.

Keywords: GHT3 25878
You can also include on the keywords any error messages that Google Home said after giving it the command.
Be sure to check the box for Include screenshot and logs.

To submit feedback, tap the arrow icon on the top right corner.

Thank you very much for taking the time to file a feedback. We will get back to you as soon as an update is available.

Re: Firmware Update 5.417

MiteBe — Wed, 20 Mar 2019 17:33:48 GMT

Hi passuth00, have you done what Google have suggested?? I'm highly skeptical that this is a Google problem, much more likely a Sony one.

Either way it's good that Google are investigating - I wonder what Sony is doing?

Re: Firmware Update 5.417

passuth00 — Wed, 20 Mar 2019 18:46:09 GMT

Hi, Sony are investigating as well.

In reference to your query, we can confirm that your case is currently being under investigation to provide yourself with the best resolution at the earliest opportunity.

Please rest assured that we will get back to you once we receive any updates on your case.

Thank you for your enquiry.

Yours sincerely,
SONY SUPPORT TEAM

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Re: Firmware Update 5.417

passuth00 — Thu, 28 Mar 2019 16:42:50 GMT

Thank you for your patience.
Please note that your case has been under investigation, and we can confirm that the reported issues will be resolved by Google in the near future.
For the meanwhile, we can recommend the following:

1. Please make sure that the following applications are up to date on the TV (built-in Chromecast - Spotify - Netflix - Youtube)
Also, we can confirm that casting from Spotify or Netflix to your Android TV is currently not supported, but will be supported soon. You can find more information on this in the following links:

- Spotify: https://support.google.com/googlehome/answer/7030086?hl=en&ref_topic=7029584
- Netflix:
https://support.google.com/googlehome/answer/7214982?hl=en&ref_topic=7029584
Should you have any further questions don't hesitate to contact us.

Thank you for your enquiry.

SONY SUPPORT TEAM
SUPPORT: http://www.sony.co.uk/support/en

Re: Firmware Update 5.417

passuth00 — Thu, 28 Mar 2019 16:45:51 GMT

Good day! As of the recent updates, the Development team made a decision to temporarily disable the voice casting feature for Google Home devices for Cast capable devices while working on a fix. You can still manually cast content from your devices to your Sony TV as a workaround for the meantime while this is still being fixed. This issue has become a lot more challenging than expected resulting in a longer resolution time. There is no real timeline on when this issue will be resolved, but this is something we are working on at the moment. I'll keep working with the team and update you in a few weeks regarding any updates I may have. I'll also keep monitoring this issue and sharing your feedback with the team. Thanks for the continued patience. Thanks, GOOGLE