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Chapter 3 - Troubleshooting
CTV-68 8
FIGURE 3-1
CHECKING THE SOFTWARE VERSION
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 3-1 will appear. Compare the package
version listed on the screen with the version available on line. Install the
software if the on line version is a higher numbered version.
INSTALLED
SOFTWARE VERSION