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.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Aric Your Own Question
Aric, Engineer
Category: Home Theater-Stereo
Satisfied Customers: 44707
Experience:  15+ years in the field. Owner of AV Installation, OEM and Repair company
Type Your Home Theater-Stereo Question Here...
Aric is online now
A new question is answered every 9 seconds

Denon upate stuck won' t update and can't use the tv, sony,

Customer Question

denon upate stuck won' t update and can't use the tv
JA: What's the make and model of your tv, and can you guesstimate how old it is?
Customer: sony
JA: How long has this been going on? What troubleshooting have you tried?
Customer: notbravia bravia
JA: Anything else you want the electronics expert to know before I connect you?
Customer: its the receiver not the tv that is the problem
Submitted: 10 months ago.
Category: Home Theater-Stereo
Customer: replied 10 months ago.
It is a Denon Reciever AV Z5920W
Customer: replied 10 months ago.
It has been going on since about 3 hours ago when we clicked OK to update the reciever software when prompted
Expert:  Aric replied 10 months ago.

Hi, Please check that Denon model number again- it's not valid.

Customer: replied 10 months ago.
Customer: replied 10 months ago.
We tried rebooting pulling the power cord checking the internet connection.
Expert:  Aric replied 10 months ago.

Thanks for the reply. What exactly do you see on the display of the Denon right now?

Customer: replied 10 months ago.
it says update 0% and 34 minutes
Customer: replied 10 months ago.
it has said that since 12;35 this afternoon
Expert:  Aric replied 10 months ago.

Please only reply once, and then await my reply. Okay. We need to try to reset the processor. Do you know how to do that?

Customer: replied 10 months ago.
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Live Phone Call. Let me know if you need more information, or send me the service offer(s) so we can proceed.
Expert:  Aric replied 10 months ago.

I am not available by phone. Please reply back to my last info request on this page.

Customer: replied 10 months ago.
no we do not know how to reset. We tried to hold the power and hold the two buttons (tuner channel preset )and it did not work
Expert:  Aric replied 10 months ago.

Okay, I'm looking up these instructions now.

Expert:  Aric replied 10 months ago.

Okay those are the steps to reset the unit, and this is bad news if it does not work since it means the processor of the Denon is "tanked" and requires the Mainboard be replaced in the receiver. However just to make sure you had tried that correctly, did you - put the receiver into "Standby" (Off), and then try holding the presets and power button? Did you also give it a try up to three times?

Customer: replied 10 months ago.
how do we put it is standby
Customer: replied 10 months ago.
its a brand new receiver two months old. it just keeps powering on
Expert:  Aric replied 10 months ago.

It simply means shut it off using the power switch. What do you mean it just keeps powering on? Please elaborate.

Customer: replied 10 months ago.
what i said. As soon as we power off it turns right back on
Customer: replied 10 months ago.
okay it doesn't sound like you are able to help me. Thank you anyway.