How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • Go back-and-forth until satisfied
    Rate the answer you receive.
Ask Jeffrey B Your Own Question
Jeffrey B
Jeffrey B,
Category: TV
Satisfied Customers: 3769
Experience:  ICT Support 1/2/3/ Line at Peopleware
72451768
Type Your TV Question Here...
Jeffrey B is online now

I have a Philips Anroid TV that will not get past the

Customer Question

I have a Philips Anroid TV that will not get past the 'shapes' reboot screen. It occasionally goes into the 'system reboot' screen, and I have tried updating the firmware, but to no avail.
JA: What Philips model do you have? How old is it?
Customer: I's 43PUS6401/12. 3 years old.
JA: Does the TV menu work? Do you have the same problem on all sources/inputs?
Customer: No, it won't get to the menu screen. Just the Android shapes, and then reboot to Philips logo several times. Then occasionally to the reboot screen.
JA: How long has this been an issue with your Philips? What happened right before this?
Customer: It was in a house we bought, so I have no idea.
JA: Anything else you want the TV Expert to know before I connect you?
Customer: No.
Submitted: 15 days ago.
Category: TV
Customer: replied 15 days ago.
Hi, just checking whether anyone is looking at this?
Expert:  Jeffrey B replied 15 days ago.

Hello, my name is*****'m happy to assist you today with your Philips Android TV, Lets get started!

I’m sorry to hear you're having trouble. I know that can be frustrating. Hopefully, we can get this resolved quickly.

Can we please try the following:

try holding the volume up button + the power button for 30 seconds.

Please let me know how this goes.

Kind regards,

Jeffrey

Customer: replied 14 days ago.
It got as far as the ‘android’ word then reset to the Philips logo again.
Expert:  Jeffrey B replied 14 days ago.

i see

when the volume down + the power do we get into the recovery menu?

What is the model?

Kind regards,

Jeffrey

Customer: replied 14 days ago.
Model is 43PUS6401/12. The TV itself doesn't have a volume control so I was trying it on the remote itself...
Customer: replied 14 days ago.
It's in recovery screen now.
Customer: replied 14 days ago.
It does that from time to time.
Expert:  Jeffrey B replied 14 days ago.

i see

we need to do this on the tv.

Kind regards,

Jeffrey

Customer: replied 14 days ago.
We need to do what?
Expert:  Jeffrey B replied 14 days ago.

when the volume down + the power do we get into the recovery menu?

Kind regards,

Jeffrey

Customer: replied 14 days ago.
No, it goes into recovery menu regardless of the pressing of the buttons.
Customer: replied 14 days ago.
From there I have tried all three options available. Updating the firmware, wiping the cache, and reboot system. None of them work.
Expert:  Jeffrey B replied 14 days ago.

understood, thank you

we can try to manually update the firmware from a usb stick.

Kind regards,

Jeffrey

Customer: replied 14 days ago.
I've done that.
Customer: replied 14 days ago.
I downloaded the right one from the Philips website, plugged the USB stick in, and it did update. There was a warning saying ''No file contexts' but it went through the update anyway.
Expert:  Jeffrey B replied 14 days ago.

i see

which version did we install?

Kind regards,

Jeffrey

Customer: replied 14 days ago.
Software Upgrade
version:000.026.068.000, zip file , 945.8 MB, published 09 December 2019
Expert:  Jeffrey B replied 14 days ago.

, understood, thank you

  1. Unplug the TV's AC power cord (mains lead) from the electrical socket.
  2. Simultaneously press and hold down the Power and volume Down (-) buttons on the TV (not on the remote), and then (while holding the buttons down) plug the AC power cord back in.
    Continue to hold the buttons down until the green LED light appears.
    NOTE: It will take approximately 10-30 seconds for the LED light to turn green.

    [A]: POWER button
    : volume Down (-) button
    [C]: Rear of TV
  3. Release the buttons after the green LED light appears.

Please let me know how this goes.

Kind regards,

Jeff

Customer: replied 14 days ago.
There are no buttons on the TV, just a little joystick used to operate certain functions. So it can’t be pressed simultaneously.
Customer: replied 14 days ago.
Any other ideas?
Expert:  Jeffrey B replied 14 days ago.

yes correct.

use the down arrow as the volume down please while holding the the power button.

Kind regards,

Jeffrey

Customer: replied 14 days ago.
But the volume down is also the power button. So how do I hold it down and press it?
Customer: replied 14 days ago.
I tried holding it in and down at the same time as I plugged it in, but it just Starts right away and goes through the same cycle.
Customer: replied 14 days ago.
Hey, don’t worry. It doesn’t seem that this is possible really does it!
Expert:  Jeffrey B replied 14 days ago.

understood, thank you

we can try a firmware downgrade.

Kind regards,

Jeffrey

Customer: replied 14 days ago.
Okay.
Customer: replied 14 days ago.
I searched for that but didn’t find one. If you point me in that direction that would be great.
Expert:  Jeffrey B replied 14 days ago.

understood, thank you

did we follow the steps here?:https://forum.xda-developers.com/android/help/guide-continuous-restart-bootloop-fix-t3344272/page8

Please let me know how this goes.

Kind regards,

Jeff

Customer: replied 14 days ago.
I’ll try that.
Customer: replied 14 days ago.
It doesn't work. It just says the folder is empty after extraction.
Expert:  Jeffrey B replied 14 days ago.

i see

did we copy the tools in the root of the usb stick?

Kind regards,

Jeffrey

Customer: replied 14 days ago.
The Q15 zipped file extracts so I can see the UPG file, but not the Q16 one, which is the one I need.
Customer: replied 14 days ago.
Tried it on Mac and PC. It's not valid.
Customer: replied 14 days ago.
The file isn't there though. It unzips to another zip file, but that zip file is invalid. The Q15 one works, Q16 doesn't.
Expert:  Jeffrey B replied 14 days ago.

i see

we can try to format the usb drive, then copy the files.

Kind regards,

Jeffrey

Customer: replied 14 days ago.
There's nothing wrong with the USB drive. Could you check for yourself and look at the linked file for the Q16 wipe data file you pointed me to? It doesn't work.
Customer: replied 14 days ago.
File attached (3LL27Z5)
Expert:  Jeffrey B replied 14 days ago.

Thank you,

do we use winrar or 7zip?

Kind regards,

Jeffrey

Customer: replied 14 days ago.
I have no idea. It’s just the standard unzipping. Did you try it?
Customer: replied 14 days ago.
It works for the other versions of the wipedatatool. Just not the last one (Q16), which is what I need.
Expert:  Jeffrey B replied 14 days ago.

no i cant there is a picture attached.

Kind regards,

Jeffrey

Customer: replied 14 days ago.
I sent a photo of the message I get. I meant did you try and unzip it from the website you sent me.
Customer: replied 14 days ago.
If I could just find that wipedata UPG file elsewhere.
Expert:  Jeffrey B replied 14 days ago.

i see

we can try 7zip (free):https://www.7-zip.org/download.html

Please let me know how this goes.

Kind regards,

Jeff

Customer: replied 14 days ago.
I have no idea what that is, or what to do. Don't worry about it. Thanks anyway.
Customer: replied 14 days ago.
As I said, I don't think it's anything to do with the unzipping software?
Customer: replied 14 days ago.
I just tried that tool. It says exactly the same thing. Cannot open file. as Zip archive is not archive.
Customer: replied 14 days ago.
Hi, so if there is a way of getting hold of the right wipe data UPG file for my TV, I can try this, but at the moment the link you gave me does not seem to contain that file.
Expert:  Jeffrey B replied 13 days ago.

i am so sorry, i somehow missed this message.

i am online

Kind regards,

Jeffrey

Customer: replied 13 days ago.
Ah no problems.
Customer: replied 13 days ago.
I just can’t unzip the file I need.
Expert:  Jeffrey B replied 13 days ago.

Thank you,

did we try 7zip or winrar?

or tried to unzip it first on the local drive?

Kind regards,

Jeffrey

Customer: replied 13 days ago.
I’ve tried 3 unzipping software.
Customer: replied 13 days ago.
I don’t think that’s the issue. Did you try yourself?
Expert:  Jeffrey B replied 13 days ago.

please attach the tool here.

Kind regards,

Jeffrey

Customer: replied 13 days ago.
I don’t understand.
Customer: replied 13 days ago.
Do you mean the file?
Expert:  Jeffrey B replied 13 days ago.

yes please.

i only see the screenshot attached here.

Kind regards,

Jeffrey

Customer: replied 13 days ago.
File attached (6G64PZP)
Expert:  Jeffrey B replied 13 days ago.

got it

Kind regards,

Jeffrey

Customer: replied 13 days ago.
Okay.
Expert:  Jeffrey B replied 13 days ago.

i see, i cant get it unzipped also.

but on a android tv it does needs a zip to run programs so that is correct.

did we follow the steps here?:https://www.youtube.com/watch?v=bDP_fY8CLQ4

Please let me know how this goes.

Kind regards,

Jeff

Customer: replied 13 days ago.
You mentioned this yesterday. It mentions power and volume buttons which this TV doesn't have, so that doesn't look viable at all.
Customer: replied 13 days ago.
It's so annoying as the other versions of the wipe data tool unzip fine.
Customer: replied 13 days ago.
I guess the Q15 version wouldn't work?!
Customer: replied 13 days ago.
I guess we're at the end of the road unless I can find that file we need.
Expert:  Jeffrey B replied 13 days ago.

i see, Thank you,

we did we try the Q15 firmware again? does it update? still keeps in the loop then?

Kind regards,

Jeffrey

Customer: replied 13 days ago.
I didn't try the Q15 one, but I can do?
Customer: replied 13 days ago.
But that is the wipe data file for the Q15 version, nit the Q16 which my TV is.
Customer: replied 13 days ago.
I've tried that first. That's why you suggested the wipe tool I think.
Expert:  Jeffrey B replied 13 days ago.

yes correct.

this is not the q15 version?

Kind regards,

Jeffrey

Customer: replied 13 days ago.
The wipe data file suggested for is the Q16 version. WE can't open that obviously. So, do you think it is worth me trying the Q15 wipe data version instead?
Customer: replied 13 days ago.
Okay. I think I found a version of the Q16 file online. I tried it, and it went through the cycle but no different. I then looked at the TV and it had actually started! So, I went into setting and tried to connect to the wireless, and it looked like it was working. But, then it crashed again. And we are back to square one! Maybe that indicates a fault in the TV?
Expert:  Jeffrey B replied 13 days ago.

i see, i am sorry to read this.

we can try that firmware again for testing. the image did came through?

Kind regards,

Jeffrey

Customer: replied 13 days ago.
I'm going to try the wipe tool again, and then the firmware one more time. And then maybe I'll have to find a repair man or throw it away.
Expert:  Jeffrey B replied 13 days ago.

i am sorry to read this.

I will be standing by.

Kind regards,

Jeffrey

Customer: replied 13 days ago.
Nothing works I'm afraid. I found a long thread which mentioned things like renaming the Q16 zip to a UPG extension and trying that, but it doesn't seem to work. If I could find a downgrade of Android I could try that?
Expert:  Jeffrey B replied 13 days ago.

i see, Thank you,

i am looking into the downgrade options.

Kind regards,

Jeffrey

Customer: replied 13 days ago.
Okay Thankyou.
Customer: replied 13 days ago.
I seacrhed too, but can't find anything. I think I give up.
Expert:  Jeffrey B replied 13 days ago.

yes we did try the full factory reset, correct?

Kind regards,

Jeffrey

Customer: replied 13 days ago.
Sorry Jeffrey, I’ve said a couple of times there’s no way of doing that in this model, unless you know something I don’t. It only has one button.
Expert:  Jeffrey B replied 13 days ago.

i see,

i am working on the downgrade options but dont see alot about this.

Kind regards,

Jeffrey

Customer: replied 13 days ago.
No. I think I've run our of options. I don't know anyone who can find the correct wipe data tool, or anyone who knows the correct reset function for that particular TV.
Expert:  Jeffrey B replied 12 days ago.

Thank you,

i am looking on this downgrade tutorial but it looks risky:https://toengel.net/philipsblog/philips-downgrade-mit-upgrade-loader/

Kind regards,

Jeffrey

Customer: replied 12 days ago.
I tried that too, but it didn’t work. Don’t worry, I’ve given up and will just sell it as spares I guess. Thanks anyway!
Expert:  Jeffrey B replied 12 days ago.

i am sorry to read this.

i will still look for any downgrade options this should be fixed.

you are welcome,

Stay healthy.

Kind regards,

Jeff

Customer: replied 12 days ago.
well I just can’t see many people online that it’s worked for.
Expert:  Jeffrey B replied 12 days ago.

Thank you,

you already did go through these steps, correct?https://forum.xda-developers.com/android-tv/philips-sony-tcl-android-tv/guide-continuous-restart-bootloop-fix-t3344272

Kind regards,

Jeffrey

Customer: replied 12 days ago.
The wipedata zip file is empty and neither you or I could open it.
Expert:  Jeffrey B replied 12 days ago.

i see

we can try to connect to the tv from PC/laptop via ADB using Micro-USB (Mini-A) at the back to see whether the device is listed.

maybe we can downgrade the firmware if we see the tv in the pc.

Kind regards,

Jeffrey

Customer: replied 12 days ago.
Okay. Do you have instructions? I only have a Mac, but it’s using Windows too so I could try it...
Expert:  Jeffrey B replied 12 days ago.

worth a try.

Kind regards,

Jeff

Customer: replied 12 days ago.
Did you have instructions?
Expert:  Jeffrey B replied 12 days ago.

Thank you,

i am going through the steps here:https://forum.xda-developers.com/android-tv/philips-sony-tcl-android-tv/guide-continuous-restart-bootloop-fix-t3344272

does your tv also has the buttons on the top of the tv?

Kind regards,

Jeffrey

Customer: replied 12 days ago.
No. No buttons on the top.
Customer: replied 12 days ago.
Those are the same instructions we’ve been trying to use all along! They require the wipedata file which we don’t have.
Expert:  Jeffrey B replied 12 days ago.

mmm, i see

still looking for more options.

Kind regards,

Jeffrey

Customer: replied 12 days ago.
Well, what about the link to a computer? Do you have those instructions anywhere?
Expert:  Jeffrey B replied 12 days ago.

Thank you,

on the back there is als a adb usb port, connect the canble to your pc.

then power on the tv, hopefully we get a external drive where we can see the OS files.

Kind regards,

Jeffrey

Customer: replied 11 days ago.
I don't have a USB to USB lead I'm afraid.
Expert:  Jeffrey B replied 10 days ago.

i see

is it connected with a network cable?

do we see the tv get a ip address?

Kind regards,

Jeffrey

Customer: replied 10 days ago.
No. No cable in afraid.
Expert:  Jeffrey B replied 10 days ago.

understood, thank you

What is the serial of the tv?

let me contact Philips support please.

Kind regards,

Jeffrey

Customer: replied 10 days ago.
FZ1A1626022726
Expert:  Jeffrey B replied 10 days ago.

Thank you,

contacting them now.

Kind regards,

Jeffrey

Customer: replied 10 days ago.
Let me know if they suggest anything....
Expert:  Jeffrey B replied 9 days ago.

yes offcourse,

i will follow them up now again.

Kind regards,

Jeffrey

Customer: replied 6 days ago.
Doesn’t look like they have any idea either?
Expert:  Jeffrey B replied 6 days ago.

yes they did reply,

but the serial number is ***** correct.

FZ1A1626022726, this is the correct number?

Kind regards,

Jeffrey

Customer: replied 4 days ago.
that’s correct.
Customer: replied 4 days ago.
File attached (Z77L6PQ)
Expert:  Jeffrey B replied 4 days ago.

Thank you for the picture, that helps alot.

contacting them now again.

Kind regards,

Jeffrey

Customer: replied 3 days ago.
I doubt this has any decent conclusion does it...
Expert:  Jeffrey B replied 3 days ago.

when did this started happening? after a update?

Kind regards,

Jeffrey

Customer: replied 3 days ago.
No.
Expert:  Jeffrey B replied 3 days ago.

Thank you,

did we follow the steps here?:https://www.youtube.com/watch?v=22efsxlTY_0

Kind regards,

Jeffrey

Customer: replied 3 days ago.
We’ve been through that about 4 times....
Customer: replied 3 days ago.
Don’t worry. I’ll contact them myself and see what they say.
Expert:  Jeffrey B replied 3 days ago.

i see,

I will be standing by.

Kind regards,

Jeffrey

Customer: replied 3 days ago.
With what? They didn’t respond to you did they?
Expert:  Jeffrey B replied 3 days ago.

sorry, did you also contact smart life support?

did we also reset the bulps?

Kind regards,

Jeffrey

Customer: replied 3 days ago.
Reset the bulps? Not sure I know what that is....
Expert:  Jeffrey B replied 3 days ago.

sorry, i made a typo error,

did you also contact philips support?

i am calling them again now.

Kind regards,

Jeffrey

Customer: replied 2 day ago.
they haven’t got back to you I guess?
Expert:  Jeffrey B replied 1 day ago.

Thank you,

their support is not open after 5 or in the weekends, i will chase them up monday first thing again.

Kind regards,

Jeffrey