Sony Official Update Thread - RDR Missing Digital Channels

[Catmambo]

Hi everyone,

Just an update on the current EPG issue that seems to be affecting a significant amount of Sony & Pioneer DVD recorders.

Models potentially affected are:

RDR-HXD770/870/970/1070/790/890/995/1095

It appears that something has changed in the way that these devices are receiving EPG data. So we are already trying to understand what has happened and how this can be rectified, realising that a large number of people have been affected.

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Latest Update 22/07/2013 15:41

Sony has been working with the broadcasters to try to work out why this issue has occurred and how to remedy it. With your help Sony has discovered that clearing down potentially corrupt broadcast data (EPG) stored within the machine will remedy this issue.

Whilst we continue to work with the broadcasters, and ahead of any final statement, we recommend the following steps to remedy this issue:

1/.

i). Turn off the DVD/HDD recorder at the mains (ie remove the plug from the wall)

ii). Wait 30 seconds

iii). Reconnect the power.

The set may now work correctly.

However, in certain cases it may be necessary to carry out a full factory reset as follows (please note this will return the product to its original out-of-box 'Easy Set Up' position so you will need to set-up the product as if it were new):

2/.

i). Make sure the DVD/HDD recorder is turned 'on'

ii). Remove any DVD disc from the machine and close the drawer.

iii). Press and hold the "Stop" button, then press and release the "on/standby" button, then release the "Stop" button (ON THE RECORDER, not the remote)

iv). The product is then turned 'off' and all settings are reset to factory default, with all potentially corrupt 'tuning' and 'EPG' data removed.

v). The DVD/HDD recorder will now need to be re-tuned and set up following the step-by-step on screen instructions - Note: Choose "Digital Guide" rather than "Guide Plus" at the relevant stage of the set-up (Guide Plus is no longer broadcast).

In the unlikely event that you still experience difficulties, please contact the Sony consumer helpline on 0844 8466 555 or for more info visit: http://www.sony.co.uk/support/en/topics/RDR_HN

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Many thanks

[EFBenson]

That was supposed to be Final factory reset!

[pewrigh38]

press and hold the power button to turn it off, turn it back on again and should be ok, providing you have selected the digital epg in the basic menu

[EFBenson]

That sounds easier!

[jedi98]

Ok. Back to working properly again today.  Replaced the channels, set to UK and it all works including EPG. Also the epg 'look' has returned to normal. Since there is no change in firmware there can be no confidence that this will not all go wrong again, either temporeraly or penmenantly.

So the following points arrise: -

1. What changed with the broadcast, and will it happen again? Anyone?

2. Why did this crash the whole unit so batly and how to prevent in future? - For the devs.

3. Is it currently stable or will it fall over tomorrow or the next day?

4. Why on earth does the EPG change it's style / colour when it fails? A bit of an aside but it has me really puzzled.

If this was open source we'd have had this fixed months ago. (err.... probably!)

[DebbieDebs]

Thanks for the replies. Will press button when hubby isn't watching tv...may be a while before I can try LOL

Have wasted loads of time on this and learning point will be to check this site first in future. It is through reading the threads that I made progress. Thanks everyone for all your help, A problem shared is indeed a problem solved but a pity Sony didn't react quicker, preferably before we all realised we had a problem and wasted so much time!!

[DebbieDebs]

Pressed the off button for a few secs, and the switched back on. The machine went to easy set up so I had to download the channels again, and select the basic epg again. So took a few mins but hoorah it looks like it did before the *****-up.

I've never processed the firmware update and never had an issue like this one. Do I really need to process the update?

[pewrigh38]

it is always advisable to update the machine, but as its now working there is no pressing need to do so. I am waiting to see if sony issue a new firmware update before changing firmware on any machines, so I would wait and see first

[bennegar]

HXD955 APPEARS TO BE OK NOW.

SPENT MOST OF YESTERDAY TRYING TO "SORT" THE PROBLEM. RESET TO FACTORY SETTINGS, WASTED SEVERAL DISCS TRYING TO GET A FIRMWARE UPGRADE INSTALLED BUT IT FAILED MIDWAY THROUGH EACH PROCEDURE AND I HAD TO UNPLUG THE DVD TO GET IT WORKING AGAIN.

HOPE THIS HASN'T DONE ANY OTHER SOFTWARE DAMAGE!!

WHAT A WASTE OF TIME!!

[gerry1047]

For Catmambo of Sony

Yes my machine is working now. Action taken on advice of Community members rather than Sony. After your initial contribution  before lunch finally acknowledging the problem on behalf of Sony, nothing for 4 hours as people picked up that the issue was resolved from other members, then a short note from Sony (you) assuming all was well and you and your colleagues could go home for your tea.

Your problem, your brand, even if the initial fault was not Sonys. But where was your leadership and customer communication. I have a house full of generally excellent Sony products but now have no confidence in you as a company for if and when the inevitable glitches occur.

Just acknowledge problems on your website when they occur and keep everyone up to date with action taken. It's not rocket science.

[tepee0_0]

Hi Bennegar... I too had problems getting the firmware update. It "hung" on update-5 I got fed up after 2 hours and pulled the plug. When I checked I found it HAD updated to V1.7. Machine is working okay too. Do you know how to check the firmware version? Yiu may find, as I did, that it has updated even though it seemed to fail.