PHILIPS PLEASE HELP: HTS8562/12 crashing Philips Cinema Gold TV (50PFL7956H/12)

[bluevoice]

Hi Schrauber,

I can confirm that the issue is still not fixed with the 14.99 upgrade. I had contact with Philips on this issue and they were able to reproduce the issue, however reproducing it is tough because the reboots are very unpredictable. I still hope for a fix for this. It really is a shame that Philips's high end products are incompatible with each other.

I will ask my contact what the status is on this problem.

I still have my 40PFL9606. I was still waiting for a new firmware release. Since yesterday it is still there. I must confirm, it brings good improvements to the TV. But in the issue discussed here, nothing is done.

The behaviour of my TV changed since 14.97 firmware. I do no longer get the entries from the HTS in the TVs menu. There is still only one entry for the HTS. This would be OK for me. But sometimes the TV goes to a reboot loop when switching to the HTS. Then it shows the picture of the HTS for some seconds and then it reboots. After reboot the same happens again and again. To end the loop, I have to switch both devices off and back on.

Mostly, after such a reboot loop, the HTS entry in the TVs menu is gone and there is an additional Scenea entry with no function. I can get back to the normals menu entrys by disconnecting both devices completely from power and wait some minutes.

Did anyone other notice such changes in the behaviour?

[Schrauber]

Hi,

these days I had the chance to try out a device of another manufacturer on my 40PFL9606. In this case CEC functions worked without reboots of the TV. So it seems to me that Philips special functions make the problem.

However, Philips now took back my HTS8562. I am going to buy a device from Yamaha.

[bluevoice]

@Philips:

I monitored the reboots more closely with the new 14.99 firmware. The reboots are better reproducible and now concentrate on the switch from the function "Watch TV" to "HDMI1" and back.

Switching from "Watch TV" to "HDMI1" and back now results in a reboot of the TV 9/10 times. More and more I tend to think it is a sound related issue. I tend to think this because the only thing that changes in my opinion, when you switch from one source to the other is the audio stream type.

[Schrauber]

@bluevoice:
Can you try out what happens if the HTS is already switched on when you select the HTS entry in the TVs menu?

The last days I had my HTS I found, that then the reboots do not happen.
You must disable the automatic switching in the EasyLink options, so that the TV does not automatic switch to the HTS if it is turned on. Then power on the HTS and wait until it has booted. After that select the HTS entry in the TVs menu to switch to the HTS. My TV did not reboot with this workarround.
This is clearly not the solution, but maybe a workarround until the bug is fixed.

[bluevoice]

@bluevoice:
Can you try out what happens if the HTS is already switched on when you select the HTS entry in the TVs menu?

The last days I had my HTS I found, that then the reboots do not happen.
You must disable the automatic switching in the EasyLink options, so that the TV does not automatic switch to the HTS if it is turned on. Then power on the HTS and wait until it has booted. After that select the HTS entry in the TVs menu to switch to the HTS. My TV did not reboot with this workarround.
This is clearly not the solution, but maybe a workarround until the bug is fixed.

@Schrauber: thanks for your reply. Having the HTS ON when switching to the HDMI1 in my case does not matter, still the same results.

To better understand my use case, I have the TV-speakers set to "Easylink autostart". When I start the TV, the TV starts the HTS automatically (and switches the sound to the HTS without me having to do anything, which is great).

I can watch television but when I decide I want to see a Blueray or use another HTS option and I switch to HDMI1, this action triggers a reboot on the TV and besides waiting for thetv to boot (+/- 40 seconds) in most cases the annoying side effect of losing all Easylink activity options in the TV menu or worse, the total recognition with the HTS. This is why this bug is bugging me for 10+ months now.

So as you can see, the HTS is already ON when the switch occurs. Likewise, if I start by watching a Bluray but later decide to switch to a tv broadcasting and switch on the TV to the option "Watch TV", the reboot also occurs.

The only solution to get rid of the reboots until the problem is solved is to switch Easylink completely off on both devices and to keep it that way. However this is not an option for me!

[bluevoice]

It's almost October 2012 and it's almost a year since I have reported this major issue. Agnowledgement of the issue came this summer, 9 month later but still, little progress has been done to really solve this issue. This all despite promisses to investigate this issue further after the release of the 2012 series.

So I challenge Philips once again to show that you do care about your products and that you do care about your (loyal) customers, to put some effort and finally solve this issue!

[Philips - Benedickte]

Hi All.

Thank you for explaining what you are experiencing with the reboots. For the ones that haven't already provided me with model number, serial number and software version of the TV and HTS, could you pelase do this as quick as possible?

Thank you so much.

Best regards,
Benedickte

[bluevoice]

Hi guys,

I have good news. Philips has finally found the cause and a solution for this annoying problem. The problem was as we already supposed related to the HDMI-CEC (Easylink) function. The solution will be issued along with a new standby software for all 2k11 TV's and the 2k12 TV's <6000 series (as they are based on the same TV550 platform).

It took me more than a year to get this problem into the attention of Philips and get it finally solved and I'm very happy that my efforts have not been in vain.

I want to especially thank Philips - QK and Luc from the Bruges TV team for making this solution possible!

[Toengel]

Hi,

it' standby version 92.0 ;-)

Toengel@Alex

[bluevoice]

Hi,

it' standby version 92.0 ;-)

Toengel@Alex

No, it should be standby version 98.67

[Hwgverbeek]

Hi guys,

I have good news. Philips has finally found the cause and a solution for this annoying problem. The problem was as we already supposed related to the HDMI-CEC (Easylink) function. The solution will be issued along with a new standby software for all 2k11 TV's and the 2k12 TV's <6000 series (as they are based on the same TV550 platform).

It took me more than a year to get this problem into the attention of Philips and get it finally solved and I'm very happy that my efforts have not been in vain.

I want to especially thank Philips - QK and Luc from the Bruges TV team for making this solution possible!

Well, in what software or firmware version is this included ? I have the same problems with hts 8562 and 32pfl7406 before this i had a hts 5563 and 32pfl7406. Still get crazy of it cause the recognision (icons and sound) can work at moment and the next time you switch the tv on it doesnt work well anymore.

[bluevoice]

Well, in what software or firmware version is this included ? I have the same problems with hts 8562 and 32pfl7406 before this i had a hts 5563 and 32pfl7406. Still get crazy of it cause the recognision (icons and sound) can work at moment and the next time you switch the tv on it doesnt work well anymore.

The solution for the TV rebooting problems comes with the 14.104 software update. The changelog reads: TV turns off and on by itself when EasyLink is enabled

More info here:

- Your experiences with FW v0.14.104 for 8000, 9000 and 21:9 series (2011 models)

- Your experiences with FW v0.14.104 for 5806, 6000 and 7000 series (2011 models)

[Hwgverbeek]

Hi Bluevoice,

The problem does still excist in this combination i do have fw 0.14.104 and i still got sometimes the tv resets, the icons get missing, the sound distorting all completely at random

[Toengel]

Hi,

I think you need a new Standby-Software, which isn't included in the 14.104 release...

Toengel@Alex

[bluevoice]

Hi Bluevoice,

The problem does still excist in this combination i do have fw 0.14.104 and i still got sometimes the tv resets, the icons get missing, the sound distorting all completely at random

Philips told me they would provide an updated Standby Software. I'm not sure if this file would be provided as a part of the autorun.upg file or as a standalone file. If it's not integrated in the Autorun.upg file than maybe someone at Philips could tell us how it will be provided.