Chapter 3 - Troubleshooting
Software Update Responsibility
Software updates are designed to be performed by the customer. Warranty repairs in which the issue can be resolved by a software update are not reimbursable. Most issues involving software updates are handled by the customer service center and should not be directed to an authorized service center. It is the responsibility of the servicer to prevent service calls for issues that involve software updates. Exceptions to this are certain cases whereby the customer is unable or unwilling to perform the task. In this situation, the servicer will be notified and receive the proper authorization for reimbursement.
It is the servicer’s responsibility, however, to make certain that any unit requiring a legitimate service is running the latest software version and to install it if necessary.
Examples of Software Correctable Symptoms
Always check the Sony Technical Support site for any known and listed issues that are software related. Most symptoms that are correctable by software updates involve communications issues with other devices or minor glitches in the operation of a specific function. Below is a list of some of the symptoms that may be corrected with a software update:
•Fluctuations in picture brightness
•Intermittent picture freezing or noise
•Problems with certain inputs (especially HDMI)
•Intermittent or distorted audio
•Erratic remote control operation
•Unit turns on and off by itself
•Loss of color
•Internet connectivity
•Certain features not working correctly
Checking the Software Version
The easiest way to check the version of software is to use the customer menu. Engage the XMB graphics by pressing “HOME” on the remote commander. Scroll left on the graphics icons until the end is reached. Scroll up and select the “Product Support” icon. Select “Contact Sony”. The information illustrated in Figure
INSTALLED
SOFTWARE VERSION
FIGURE
CHECKING THE SOFTWARE VERSION
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