65XF9005 Video App Freezes on High Bit Rate 4k

[PaneDi]

I recently updated the tv to firmware 65.10 and apart from the hdr in the menus while playing movies(grayed subs) i noticed that when i play a 4k high bit rate movie from usb 3.0 external disk in usb 3.0 port the movie freezes after playing normal for about 30-40 minutes an the only way to fix it is to restart the tv..this wasnt happening before the update

anyone else having this issue ? 

what is sony thinking without even testing the new firmware ? 

i am a bit dissapointed .also from the fact that it has only 2gb RAM but thats another story ...

any ideas ?

[imMike]

I’ve been in touch with Sony support in England regarding this issue. Since April until today (in three months) I’ve exchanged over 60 emails, I’ve described steps to reproduce the issue and supplied a video showing a video playing and then the Video app freezing. I’ve been also providing answers to all kinds of questions, one of them was the details (format and codecs) of the video file, then they’ve sent me a link to supported formats: https://helpguide.sony.net/tv/faep1/v1/en/04-01-03.html , after that they asked me to factory reset the TV four times (in total) and update the firmware twice (via USB).

Nothing helped and after all this they keep telling me that this is within the specifications and they cannot guarantee playback of the video file even if it’s on the supported list (that they've provided in the link).

This is my fifth Sony TV I have bought (I’ve been upgrading every couple of years) and it’s the last one. I’ve spent £1500 on a TV that’s not fit for purpose. I’m disappointed with Sony. I’ve almost bought Sony’s bluetooth headphones ( WH-1000XM3 ) but because of this ongoing struggle with Sony support I’ve decided they’re not getting my money again and I bought Bose QuietComfort 35 II instead.

I’ve had two other issues with this TV, one was with Netflix that was changing colour temperature in dolby vision - that’s been fixed with the second firmware update and factory reset. The second issue is with the hard drives, the TV keeps waking them up and turning them off all the time when in standby which shortens their lifespan. Sony “higher technicians” support said it’s within specification and I can unplug the TV from the wall if I don’t like it. Perfect solution Sony, well done!

[Papawhitt]

Hi, looks like i'm another one added to the disappointed list

Recently purchased a  BRAVIA KD65XG8096BU after installation it informed me of an update which I installed, so I know its the latest version, well I assume so. 

Bought a 1TB 3.0 USB and loaded up a couple of 4k films, got the family to sit down to watch "Everest" and after 30-40 mins it locked. Made my excuses that its probably the film and put on "Saving Private Ryan" guess what 30-40 mins in, the film locked.

So far I have managed to watch 1 film all the way through, with about another 6 locking.

I thought it could be the drive, so gave it to my son who has a Panasonic 4K UHD 65" who is currently enjoying all my films with as much as a stutter or slurred word.

Has anyone got a solution to this issue, because at the moment I am bitterly disappointed with what I always perceived to be a premier brand, this is now my 4 Sony TV and the only one to have issues, albeit the most sophisticated of any previous set. Unfortunately I am not a computer engineer so I would be grateful of basic help.

Thanks in advance for ant assistance

[rooobb]

You may not be a technician but if you were able to rip your bluray you need only to exclude the lossless track and the movie will play without stopping 

[Papawhitt]

Hi,

Thank you for your reply.

The files I have tend to be MKV files how do I "exclude to the lossless track" or am I on the wrong track. As I mentioned Im not a technician but Im not daft can follow instructions.

I appreciate your help

[rooobb]

It really depends on the utility you used to create the MKV file from the source you own. If the source is not your own property there are ways but I'm sorry we are talking about something illegal that is forbidden to be discussed on this forum

[Papawhitt]

Hi,

OK I take your point regarding legality, but thank you for taking the time to respond

[imMike]

The user mr.onks mentioned in this thread before MKVToolNix: https://community.sony.co.uk/t5/android-tv/65xf9005-video-app-freezes-on-high-bit-rate-4k/td-p/26278... 

So you could use that to exclude the audio track. Otherwise I recommend HandBrake to re-encode the videos.

I think it would be worth contacting Sony support anyway and see what they say, the more people notify them about this issue the better.

[Tonycv51]

Or this if it works as would appear just to re encode the audio

https://firstadekit.com/2019/05/07/how-to-quickly-convert-truehd-7-1-audio-to-5-1-ac3-using-tencoder... 

[shumsen]

still nothing new to this issue? It's quite annoying... I have the 65xf9005 model

[Joe_Dohn]

Have you tried downloading a different video app from the Play store?

Personally, I prefer VLC, since I use it on pretty much every electronic device that supports it.