customersupport.en@eu.sony.com 24 Apr (3 days ago) to me Dear Mr xxxxxxx Thank you for your reply regarding your KDL-55W905A. We are sorry to learn that you are experiencing an issue with accessing Netflix. In an attempt to solve the issue that you are experiencing, please follow the below troubleshooting steps: 1. Reset your TV to its factory settings: - Press “Home” button. - Highlight “Settings”. - Select “System settings” - Select “General set-up”. - Select “Factory settings” then press “Ok”. 2. Refresh your internet content through the steps below: - Press “Home” button. - Highlight “Settings”. - Select “Network”. - Select “Refresh Internet Content”. 3. Check the Software Version of your TV through the link below and if it is not the latest one, please update it:
http://www.sony.co.uk/support/en/content/cnt-dwnl/prd-tvhc/bravia-kdlw-kdlx-firmware-update-v4410eua... 4. Deactivate and reactivate the Netflix application as outlined below. - Launch the Netflix app. - Using the arrows on your remote, enter the following sequence: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up. - Select 'Deactivate' and exit the screen. - Restart the Netflix app and sign in to your account. 5. Try a Wired connection to the internet. If the issue still existed, please provide us with the below information to be able to escalate the issue to a higher technical department: 1- Wired Mac Address, and device IP Address: - If you use wireless connection, please establish wired connection instead (If you do not have an Ethernet cable, please proceed with establishing the wired connection anyway which should fail. Once you get this outcome choose “Quit network setup” and continue the instructions) - Using the remote control press Home/Menu: - Go to Settings. - Go to Network, press OK. - Go to Network Set-up, press OK - Go to View Network Status, press OK. 2- Device ID and Current firmware version Installed on device: “Please write the exact Version” - Turn on your TV and press the HOME button on the remote to display the Home Menu - Navigate to Product Support category and press OK. - Navigate to System Information and press OK. - On the TV screen, the firmware version number should appear on the screen now. 3- Current post code. 4- Internet service provider and actual internet speed Using
www.SpeedTest.net 5- Brand and model of the router 6- Signal strength (number of bars that you get when establishing the connection.) 7- The date on which the issue started happening 8- The public IP address by visiting
www.whatismyip.com 9- Network Environment: “i.e FTTH, Broadband” Some of this information can be obtained by contacting your internet service provider. Should you have any further questions, please feel free to reply to this email. Thank you for your enquiry. Yours sincerely, Nourhan Zidan Sony Customer Support Sony Europe Limited Email: via
www.sony.co.uk Phone: 0844 8466 555 Phone: VAIO out of warranty - 0905 031 0006 (35p/min plus network charges) Phone: Ireland in warranty /out of warranty numbers: 01407 3040 / 1530 501002 (33 cent/min plus network charges) Sony United Kingdom and Ireland, a division of Sony Europe Limited. A company registered in England and Wales. Registered office: The Heights, Brooklands, Weybridge, Surrey, KT13 0XW Registered company number: 2422874 Tried All this here is my reply - Note I now have a new error code for 2 of the 4 Netflix Servers of nw-2-5 to customersuppor. Still no luck, Couldnt perform step 4 as 5 seconds after the netflix splash screen launches I get a grey error dialog with 3 options. So the key press combination you suggested just moves through the 3 optione. The screen reads "Netflix has encountered an error. Attempting to determine the problem Try Again More Details Exit" After a further 5-10 seconds this changes to Couldnt connect to Netflix. Please try again or restart your home network and streaming device. For more information visit netflix.com/nethelp Code nw-2-5Try Again More Details Exit" Selecting More details I get the following Network info Wired Name eth0 IP Address 192.168.0.14 Connected Yes Default Yes DNS server 192.168.0.1 And the following Device info ESN SONY-CTV13-1823-5C40-F671-B57E6B Software Version PKG4.410EUA/2013.2.4 Netflix Version nrdapp 2013.2.4 / nrdlib 2013.2.4 / mdxlib 2013.2 / sdk 4.0.4-release-2034013 Device Model SonyDTV_KDL-55W905A On selecting Check your network I get Netflix Server 1 nw-2-5 Netflix Server 2 nw-4-8 Netflix Server 3 nw-2-5 Netflix Server 4 nw-4-8 Internect Connection (against a big green tick) Here is the other info you required 1- Wired Mac Address, and device IP Address: -Connection method - wired cable connection ok ip address setting Auto ip Address 192.168.0.14 subnet mask 255.255.255.0 Default Gateway 192.168.0.1 Primary DNS 192.168.0.1 Secondary DNS 0.0.0.0 MAC Address D8:D4:3C:DC:8D:31 Proxy Server Not Used Performing a connection check returns Cable Connection OK Local Address OK Internet access OK 2- Device ID and Current firmware version Installed on device: “Please write the exact Version” Service Code LB4U Manufacturer/Brand Name Sony Bravia Model Number KDL-55W905A Serial Number 6309980 Software Version PKG4.410EUA Sevice ID B0:00:02:87:77:85 3- Current post code. PR2 9NA 4- Internet service provider and actual internet speed Using
www.SpeedTest.net SKY Broadband Ping 31ms Upload 0.84Mbps Download 7.19Mbs 5- Brand and model of the router SAGEMCOM 2504N 6- Signal strength (number of bars that you get when establishing the connection.) cable connection, not sure what you mean here 7- The date on which the issue started happening 25/3/2014 8- The public IP address by visiting
www.whatismyip.com 2.125.85.243 9- Network Environment: “i.e FTTH, Broadband” Broadband
