Get "Connect your TV to the Internet to use this feature" when selecting "Popular" in TV guide

[Bob1771]

XH80 Android TV - I Get "Connect your TV to the Internet to use this feature" when selecting the "Popular" tab at the top of the TV guide.

Internet is connected and working using the Ethernet connection

Also, not getting any Gracenote programme details - could that be connected?

[HannahEd01]

Hey Bob1771, try the simple power cycle buy unplugging the TV from the mains and restarting your router. Is it the XH8096 you are talking about? make sure it has the latest update as well: https://www.sony.co.uk/electronics/support/lcd-tvs-android-xh80xx_x80xxh_x81xh-series/kd-43xh8096/do...

[Bob1771]

Hi - Thanks for your reply

TV software is up-to-date and, like the Internet router, the TV gets switched off at night so always boots from scratch every day.

As noted, I'm also not getting any Gracenote programme detail - this was working before the software update, but can't be sure that it was that update that caused it, as it was not a feature that got used a lot - we've only had the TV for a few weeks

[HannahEd01]

Hey, could you confirm the full model and the software version of your TV so that I can help you further? There are many possibilities here

[Bob1771]

TV is KD-43XH8096

Software is PKG6.5016.0631EUA

[Bob1771]

I've followed the Factory Reset process - about 40 minutes in total, and not something I would expect of a TV that we have had for a few weeks. Anyway, this appears to have fixed the issue, and we are now getting the gracenote programme details.

[HannahEd01]

Hi Bob1771, glad to hear this. I agree with you but sometimes it clears any glitches as happened with you.

[Bob1771]

Well, after working for a week it's now showing the same error, and the gracenote programme detail is also no longer present.

As far as I am aware, no settings have changed and the software level remains the same.

[Bob1771]

The latest software update has come along and, to restore service for the Gracenote programme detail, I performed another factory reset, which fixed it for 3 weeks. Now it's failed again, but this time it's not displaying the "connect to the internet" error, but instead, when attempting to view programme information from the guide, the moving icon at the top right of the screen is constantly showing and no programme detail is retrieved, even after waiting for several minutes.

I have an idea what could be the cause. Our internet hub has its IP address assigned dynamically, so it is likely to change occasionally. When this happens, I notice that, on the internet on my computer, websites are asking to refresh the cookie preferences. This has occured at the same time that the programme detail disappears. The factory reset on the TV then resets the Gracenote preferences for the new IP address. Could this be the case?

[Joe_Dohn]

A good way to test that would be trying a different network (i.e. mobile hotspot) and see if that changes things.