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Louie
Louie, Technician
Category: TV
Satisfied Customers: 3022
Experience:  25+ yrs. experience in the field and 5+ yrs. online, down to component level.
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I'm going to go with this. i have a new house, new tv, and a

Customer Question

hi
JA: Hello. How can I help?
Customer: i'm going to go nuts with this. i have a new house, new tv, and a new tv service with spectrum
JA: What's the brand and model number of your TV? How old is it?
Customer: none are doing well--the house is good
JA: Does the TV menu work? Do you have the same problem on all sources/inputs?
Customer: no. problem Pearl, is just the new sony
JA: How long has this been an issue with your Sony? What happened right before this?
Customer: i'm not used to dealing with two remotes. anyway, there's always a message on the tv. finally figured how to resolve that but now i can't get back to the tv. on the sony remote, i hit tv. that used to take me back. now it does not . help
JA: Anything else you want the TV Expert to know before I connect you?
Customer: i'm sure i'll gradually get there, but just one thing at a time please
Submitted: 11 months ago.
Category: TV
Expert:  Shahid replied 11 months ago.

Welcome. My name is ***** ***** experienced technician. We are now connected together on this convenient but independent website where I am able to help you.

To get started, I need to know you can see this message and are able to reply to me here with Hello...

Customer: replied 11 months ago.
hi. yes i canlet's just do chat. this can get costly
are u ready?
Customer: replied 11 months ago.
r u?
Expert:  Shahid replied 11 months ago.

Hi, I'm sorry you're having trouble with it, I need more info to troubleshoot the problem.
1- Could you please get me the complete model number written on back cover or side panel of TV?
2- What video devices/ sources (such as cable box DVD player etc) are connected to TV and does the problem occur on all video input sources?

Customer: replied 11 months ago.
this is a simple task. model XBR55X800E
Customer: replied 11 months ago.
CABLE box is conntected
Customer: replied 11 months ago.
problem is only on one tv
Expert:  Shahid replied 11 months ago.

OK, please press Input button on TV remote to get input source list, select correct input to get cable picture on TV.

for example. if cable box is hooked into HDMI-1 input of TV then select HDMI-1 in input source list.

Please reply back with the result

Customer: replied 11 months ago.
this is very slow
Expert:  Shahid replied 11 months ago.

What is very slow?

Text chat?

Customer: replied 11 months ago.
HDMI 1 is selected
Customer: replied 11 months ago.
I caan't get tv back
Expert:  Shahid replied 11 months ago.

OK, please make sure cable box is hooked into HDMI-1 input of TV.

If problem still persist then reboot cable box and reply back with the result

Customer: replied 11 months ago.
there's a message on the screen that is can't get rid of
Customer: replied 11 months ago.
r u with me?
Expert:  Shahid replied 11 months ago.

What is that message on screen?

Expert:  Shahid replied 11 months ago.

** My replies can take up to 5 minutes to appear **

Customer: replied 11 months ago.
i'm not technical. Message says no signal. check the exterenal input or select another input
Customer: replied 11 months ago.
how do you reboot cable box?
Expert:  Shahid replied 11 months ago.

OK, no signal message on screen shows that TV isn't getting video signal from connected video source or it is set on wrong input, it is normal.

Unplug cable box power cord for 5 minutes, replug back in to reboot the cable box

Customer: replied 11 months ago.
shahid, i don't know which of all these boxes the cable box is. they've changed appearances since i've moved. can you help?
Expert:  Shahid replied 11 months ago.

I'm not sure how many boxes are there around the TV, there would be a coaxial cable plugged into cable box and an HDMI cord from cable box going to TV.

Can you find that box now?

Customer: replied 11 months ago.
ok! i don't know what a co-axial cable is. there are 4 boxes. it looks like chaos behind the tv. don't laugh. i'm crying.
Customer: replied 11 months ago.
ok. just learned what that is.
Customer: replied 11 months ago.
found that cable -two headed monster-which goes through a hole in the credenza and is attached to a box.
Expert:  Shahid replied 11 months ago.

I wish if I was there to fix the issue for you.

Expert:  Shahid replied 11 months ago.

Are all those boxes and TV power cords plugged into a power strip?

If so, just switch Off that power strip for 5 minutes, switch it On again to reboot all those boxes

Customer: replied 11 months ago.
No power strip. professionally installed. i unplugged the cable box. ta dah!!
Customer: replied 11 months ago.
i'm waiting to reboot (I think) that's what i'm doing.
Expert:  Shahid replied 11 months ago.

OK, take your time

Customer: replied 11 months ago.
I just plugged it back in. sorry i'm so stupid. just shut down tv and remote
Expert:  Shahid replied 11 months ago.

No problem, turn On TV with its remote

Customer: replied 11 months ago.
nothing--no difference.
Customer: replied 11 months ago.
now what?
Customer: replied 11 months ago.
we have Charter (Spectrum) for cable around here. I guess i need someone to see what is going on here.
Expert:  Shahid replied 11 months ago.

Press Input button on TV remote and try other HDMI inputs of TV in that list as one should bring picture back on TV

Customer: replied 11 months ago.
I originally thought it was something i did to try and eradicate that constant message on the tv.
Customer: replied 11 months ago.
screen is back with message--that's a Sony problem i think
Expert:  Shahid replied 11 months ago.

Sorry to hear that, let me opt out to repost this question for other experts to assist you further

Thanks

Customer: replied 11 months ago.
hi
Customer: replied 11 months ago.
R u there?
Expert:  Harry replied 11 months ago.

Hello:

Welcome to JustAnswer! My name is ***** ***** I am happy to be assisting you today. My sincerest apologies that it look so long for someone to reply, we're a bit behind with the holidays coming upon us. Before we begin, can you please let me know if you still need help with your question? Just use the reply box to let me know.