SONY Android TVs - video loading issue

Some SONY Android TVs are unable to load On Demand content: the network logo is displayed but the video does not load beyond the logo.  

These video-loading issues should be resolved if the TV is updated to the latest firmware. 

Note that some TVs are unable to pick up the latest firmware, and shows the TV to be up-to-date when there're more recent firmware updates available.  

You can check your firmware number by doing the following:

  1. Press HELP on your remote;
  2. Scroll down to the "Troubleshooting and System Information" section, select "System Information".
  3. On the "System Information" screen, your firmware version number will be displayed on the top right section of the screen, and will be in the second line of grey text in that portion of the screen.

Check if your TV is up-to-date:

  • For TVs with model numbers containing X, Z or ending in A1, your firmware version should be PKG6.2858.xxxx or higher.
  • For TVs with models numbers containing W, your firmware version should be PKG5.381.xxxx or higher.

If your TV is not up-to-date:

SONY has two firmware updates available and recommend that affected users download the firmware update to a USB drive and then manually update their TV via USB. 

Check your model number so you download the correct firmware:

  1. if your Sony TV model number contains an "X" or "Z", or ends in "A1" go to
  2. if you Sony TV model number contains a "W", please go to

Make sure you restart your TV after the firmware update for it to take effect in terms of correcting the video loading issues you're experiencing.

If you need additional support with the firmware update, please contact SONY Support here.

Latest Activity

andrew shearer posted a discussion

freeview streaming and the "Dish TV SmartVU X"

I have been long waiting for the day to be able to stream freeview live tv rather than requiring an…See More
17 minutes ago
Richard Warlow replied to Richard Warlow's discussion Panasonic DVR Recorders - Loading Problem
"Another update has since gone in on the 18th of Dec and still doesn't work."
4 hours ago
Victor Bokulic replied to Kane's discussion No TV1 TV2 Duke or Prime
"I had this issue 2 days ago, just tvnz1, tvnz2, Māori Channel and Duke. Returned, factory reset. No…"
6 hours ago
Richard Warlow posted a discussion

Panasonic DVR Recorders - Loading Problem

I was wondering when the loading problem is going to be fixed on the Panasonic DVR Recorders?There…See More

Connect With Us!

© 2018   Created by Bel @ Freeview.   Powered by

Badges  |  Report an Issue  |  Terms of Service