Sony AF9 Youview MyTV error YVM503

[Fuzyphil]

Youview error code; YVM3503. Details of my Sony KD-55AF9. Firmware PKG6.5042. Youview version 2020-11-26-d18b31ab1e. Ok so have tried all the simpler soft reset of both tv and router, forced a stop of the youview app and cleared its cache and data from the app preferences then restarted youview (aka Live TV & Catch-up) all to no avail. Still no MyTV working. I have now resorted to going back to square one. Full factory reset. Configured the internet connection via Ethernet cable. Signed in to Google and accepted all loading agreements.
next step was to configure the TV source. I figured that as youview is streaming TV I could safely skip this section and move on to completion.
what I didn’t expect was that Youview couldn’t access the TV guide until the digital aerial had been configured. Therefore I configured the tuning reception of the digital aerial only. I ignored the Freesat configuration.
Then I went back into the Live TV & Catch-up to see what now worked. I was pleased to see that the full guide was functioning correctly and also surprisingly the MyTV button was also now working. So all good so far.
i have encountered two anomalies that have a direct impact on the built in you view. The first is that if you physically record a programme on a digital channel you can’t  access anything in the youview guide to watch immediately whilst a programme is being recorded. This is definitely annoying. I will leave the tuning of the satellite channels to a later date.

24 hours later and back to square one! The MyTV section has failed and gone back to the original unhelpful error message with code YVM3503.

There is clearly a bug in this application that has plagued the Youview integration on this particular model of TV from day one.

Is Sony going to fix this properly? It makes no sense that I can use the recording features to record Freesat and Freeview but Youview which could and should be the best option appears to be only partially completed software. This is a top of the range Tv yet one of its key features is full of bugs and incomplete. It’s very frustrating. 

The below photos  show the youview app version, Youview’s MyTV bit working correctly then youview’s MyTV not working less than 24 hours later.

Youview app versionYouview MyTV workingYouview NOT working...again!

[Fuzyphil]

I have now submitted a support request to Sony to get to the bottom of this annoying bug.

will post my reply when I get one.

[Joe_Dohn]

That's extremely helpful of you to do!

Hopefully things will be sorted for you soon and thanks again for your very informative post.

- JD

[Fuzyphil]

aHad a reply back from Sony although it hasn’t helped me fix the intermittent Youview issue...

(Quote)

With reference to your enquiry regarding your Sony KD-55AF9, we are sorry to learn that MyTV section on YouView is not working.

Please note that it requires the following:
1. An internet connection.
2. A direct aerial connection.

If the issue remains, please follow the below steps:

1- Unplug the TV from the mains for 60 seconds and re-plug it back again.
2- Remove all external devices.
3- Clear the Cached data from the TV following the below steps:
Home - Settings - Device Preferences - Storage - Internal shared storage - Cached data - Clear Cached data.
4- Clear Cached data from YouView and YouView Service Host following the below steps:
* Home - Settings - Apps - Youview - Clear data - Clear Cache - Force stop.
* Home - Settings - Apps - YV service host - Clear data - Clear Cache.
5- Do a Soft reset to the TV:
Home and then press and hold the Power on/off button on the remote control for 5 seconds.
6- After the TV is on again, press Home - Settings - Watching TV - Channel Setup - Live TV and Catchup (might be YouView Setup) - Enable Youview.
After that, just follow the on screen instructions and retune. Press Home after that and to test the catchup applications.

If issue is not resolved, kindly perform the following:

7- Check if your TV has the latest software version: PKG6.5042 (Help - Status and Diagnostics - System information).
If not the latest, please find the below link to update the TV:
https://www.sony.co.uk/electronics/support/oled-tvs-android-a9f_af9-series/kd-55af9/software/0025872...
8- Perform factory reset following the beflow:
https://helpguide.sony.net/tv/haep2/v1/en/08-01_03.html?hl=reset
9- Connect your TV to hot-spot following the below: (Home - help - settings - network - network setup - easy - wifi - connect by scan list - then choose the name of your smart-phone and enter the password).

If issue is not resolved, we are seeking your kind patience to provide us the below information so we can investigate the issue further:
1- What is the device ID? (Help - Status and Diagnostics - System Information).
2- What is the current firmware installed on the device? (Help - Status and Diagnostics - System Information).
3- What is the MAC Address? (Home - Settings - Network set-up - view network status)
4- What is your Post Code?
5- What is the internal device IP Address?
6- What is the public IP address by visiting www.whatismyip.com?
7- What is the internet Service Provider Name?
8- What is the actual internet speed using SpeedTest.net?
9- What is the network environment: i.e. FTTH, Broadband?
10- Are you using VPN / Proxy / Anonymizer / TOR service to access the internet?
11- What is the brand and model of the router?
12- What is the results of connecting your TV with your personal hotspot?
13- When did the issue start?
14- Do you get any error messages when you access the apps?
15- Do you face the same issue with YouTube or Netflix?
16- Please provide a short video of the issue.

Should you have any further questions, please feel free to reply to this e-mail.
Thank you for your enquiry.
Yours sincerely,
Ebtehal

SONY SUPPORT TEAM
SUPPORT: http://www.sony.co.uk/support/en

[HannahEd01]

Hi Fuzyphil , if you tried all the steps and still has the same issue reply with these info to start the investigation, it's required to replicate the fault. in these cases Sony works with the provider to find a solution.

[apuk2004]

Same problem here on my new 55" XH92 

Only the myTV section is affected 

Says myTV unavailable, Unable to load

error code is YVM3503

TV is running latest firmware

Have tryed rebooting & clearing caches.

Any ideas?

[Joe_Dohn]

Double check the software is actually the latest using the support page instead of the TV itself as it sometimes misses it.

That said, I thought YouView was renamed to Live TV & Catchup on the newer models, so you shouldn't have the exact same issue? Have you tried a factory reset?

- JD

[PHmusicman]

Hi, I’ve found mine has the same issue too. I only recently bought the KD55XH9505. “MyTV” would be an extremely useful feature if it were reliable. I feel I got lucky when it started working the other day - it has since stopped again though. I cleared the cache and cleared data. Switched from Ethernet (over Powerline plug) to Wi-Fi (via BT mini mesh disc) . It didn’t work at first then a little later I checked it and was surprised to find it working again, though I had to go looking for programmes to add again. 

Apps and TV firmware are fully up to date. I have this feeling that when it *does* work, it will go wrong if you start using recordings on satellite/digital TV. 

Switching off your router or WAP must be a load of nonsense as everything else internet related with it works fine. Though you never know. My money is on a dodgy Youview (Live TV & Catch Up) app, and hopefully it will be updated to fix these bugs. If I work anything out, I’ll post back here. 

[PHmusicman]

…and this evening “MyTV” is working again, randomly. Who knows for how long. It’s the first time today the TV has been on. I’ll try and note if any particular action makes it stop working, if/when it happens again. 

[apuk2004]

Mine keeps coming and going to. It's Weird.

Another issue I have if anyone can help..

I've got the Sony 55" XH92 TV and an STR-DH820 AV receiver. I have a BT UHD Youview box (DTRT4000) plugged into my amp and using the ARC connection from the amp to the TV using HDMI 3.

The problem is that when the Youview Box is on and I press the HOME button on my Sony TV remote the sound is still playing so If I load Netflix or another TV app I have to manually switch the sound on my amp. 

I can add the Home Theatre control button to my TVs quick launch bar at the bottom and switch the sources that way but would prefer the TV to do it automatically. 

Also the problem doesn't happen if I use the TV speakers only the "audio system" 

Any ideas appreciated. I have tryed altering settings in my TV sound settings and wonder if it's the amp which is quite old now. I have checked the amp settings and it's set to CTRL HDMI on and tried setting pass through between ON & AUTO