55XF9005 Android 8.0 Oreo update issues

[AlinMG]

Hi. After updating my TV KD-55XF9005 to v6.6545 firmware version I can't play 4k movies bigger than 30 GB without freezing after 40 minutes and movies that have DTS audio have no sound when I try to play them. I usually watch movies from external hard drives.

I should mention that before the update when the TV had Nougat 7.0. I had no problem at all playing movies of any size and DTS audio movies played flawlessly.

When can we expect a fix for this problem? I would hate to sell my TV just because of this problem but I will do so if it isn't fixed and will probably buy another brand since Sony is so unreliable with its updates.

[LightFoot]

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@AlinMG wrote:

Hi. After updating my TV KD-55XF9005 to v6.6545 firmware version I can't play 4k movies bigger than 30 GB without freezing after 40 minutes and movies that have DTS audio have no sound when I try to play them. I usually watch movies from external hard drives.

I should mention that before the update when the TV had Nougat 7.0. I had no problem at all playing movies of any size and DTS audio movies played flawlessly.

When can we expect a fix for this problem? I would hate to sell my TV just because of this problem but I will do so if it isn't fixed and will probably buy another brand since Sony is so unreliable with its updates.

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Hi @AlinMG   

Unfortunately nobody can tell you when this will be fixed as this is a user community (not Sony).

Of course if you wish to hang on to it then Sony will never fix it unless you report it to your region or country Sony Support Centre. In the U.K. it is  Sony UK Support 

[AlinMG · Accepted solution]

So this is what Sony support wrote to me: 

"We are sorry to learn that the picture freezes when playing a 4K content form a HDD.

In attempt to resolve the issue, please find the troubleshooting steps below:   

1-Disconnect any external devices connected to the back of the TV.

2-Unplug the main power cord of the TV, and plug it back after 2 minutes.

3-Clear Cached Data & Reboot the television:  

Press on: (home - Settings - Storage & Reset - Internal Storage - Cached Data - Select Yes to clear it).

4-Press on the green power button for more than 5 seconds until a message appears on the screen " Powering Off " or " Shutting Down".

5-Perform a factory reset:

(Home-settings-storage and reset-factory reset-erase everything).

Initial Set up:  

https://www.sony.co.uk/electronics/support/televisions-projectors/articles/00122502 

6-You can refer to the link below to check the compatible HDDs with the TV:

https://www.sony.co.uk/electronics/support/televisions-projectors/articles/00148248 

If the above did help to rectify the issue, kindly answer the below for further assistance in your case:

1-Is it a constant or an intermittent issue? and how often does it occur?

2-Does the issue occur on any 4K content?

3-Does the same issue occur when playing a 4K content on channels or applications?

4-Can you reply to this e-mail with a short video or a clear picture showing the issue.

5-Would you perhaps say that it is triggered by a specific action? Do you notice a pattern or a particular action that triggers this?

6-What is the device ID and software version?   

- Press the Home button on your remote control.   

- Select Settings - customers support - system information.

7-What are the exact reproduction steps?

In regards to having no sound when playing DTS, please be advised that what you are encountering is within specification. Sony cannot guarantee full compatibly with all codecs."

Fortunatelly performing a factory reset seems to have fixed all the problems I had. Thank you for your help! 

[AlinMG]

It seems I was overexcited, performing a factory reset did fix the sound problems but the freezing when playing large 4k video files still occurs.

[rooobb]

Do not know why you expected this to be solved by a reset, there is another specific discussion here https://community.sony.it/t5/android-tv/65xf9005-video-app-freezes-on-high-bit-rate-4k/m-p/2627887#M...

The only solution at this time is to eliminate any lossless track in the video.

[AlinMG]

I expected it to work since Sony support said it might be a solution. It's easier to restart every 40 minutes than to remove the audio track every time. You would imagine that after a year Sony would get up their ass and fix this bug... 

[rooobb]

I hope so. There is an update on the way and maybe could be included in it. In the mean time just avoid inserting those tracks in your own content.