topic Re: New K55XR80PU picture freeze's and sound still playing in Android TV

New K55XR80PU picture freeze's and sound still playing

Simpsonpaul0 — Mon, 23 Sep 2024 07:35:36 GMT

My new TV that’s just over a month old has froze twice this weekend, the picture just stops but the sound continues playing. The Tv is then not responsive at all and has to be switched off at the wall.

anyone experienced this or know if there is a fix? Don’t want to have to return the TV 😢

Re: New K55XR80PU picture freeze's and sound still playing

Anonymous — Fri, 27 Sep 2024 16:53:06 GMT

Hey @Simpsonpaul0

Try to follow these steps and test again: Home-Settings-Storage and Reset -Internal storage-Cached data-Enter , and then select yes to remove the cached data , and then soft reset your TV.

Re: New K55XR80PU picture freeze's and sound still playing

george4370 — Tue, 15 Oct 2024 20:16:45 GMT

My tv is 8 weeks old 55in oled sick fed up of it freezing, only use sky q it’s happened 20 times begging to wish I never purchased it so disappointed can this problem be fixed

Re: New K55XR80PU picture freeze's and sound still playing

Anonymous — Sat, 19 Oct 2024 16:59:51 GMT

@george4370 Is it the same model in the thread ?

Re: New K55XR80PU picture freeze's and sound still playing

george4370 — Sat, 19 Oct 2024 21:00:04 GMT

Yes same model as above

Re: New K55XR80PU picture freeze's and sound still playing

Anonymous — Sun, 27 Oct 2024 15:05:59 GMT

Hey @george4370

Try to follow these steps:

Please remove the cached data:
1. Press Home
2. Select Settings
3. Pick the Storage and Reset section
4. Select Internal storage
5. Go to Cached data
6. Press Enter on remote
7. Select Yes to remove the cached data.
If it continues, try to reset the TV.
Finally, if the issue stayed the same, perform a factory reset.

Re: New K55XR80PU picture freeze's and sound still playing

Gouron — Mon, 02 Dec 2024 22:38:36 GMT

I’m on my second TV as the first one did exactly the same, froze or turned off but only while watching Virgin TiVo on HDMI 1.

I did a full factory reset on the first one and before I could set everything again it restarted again. The new one has been fine until the last week when it’s frozen 3 times in one day and powered off and on again today.

If it’s cache then surely it’s not doing garbage collections if this is causing some kind of out of memory issue.

it’s the same model as everyone else. Bought from Currys.

Re: New K55XR80PU picture freeze's and sound still playing

Gouron — Wed, 04 Dec 2024 08:17:57 GMT

One day after I posted this the TV powered off and on again. I’m hopefully still within the 4 weeks return for refund option but I’ve just missed the black Friday deals when I could have had another £400 off the cost of a TV you have to reset several times a day on occasions and we only watch a few hours of TV a day.

apparently this TV won awards.

Re: New K55XR80PU picture freeze's and sound still playing

TheRealOG — Wed, 11 Dec 2024 11:47:09 GMT

@Gouron Just out of curiosity asking! You're thinking about returning the TV, or you did already?

If not or you're beyond the returning period contact Sony and check how they can help!

Re: New K55XR80PU picture freeze's and sound still playing

Gouron — Wed, 11 Dec 2024 12:21:22 GMT

I returned the first TV and got a full refund and a new one. This is outside the 4 week return policy so it falls into the extended warranty care I purchased which means they send it off for repair and I’m without a TV for 3 or 4 weeks.

It seems to reboot more now than freeze, often within a few minutes of switching on and always when on HDMI 1. Streaming seems ok. I have a Virgin Media TiVo V6 on that port and an Apple TV 4K on HDMI 4 but tend to use the Apple TV+ app on the TV so it’s only used occasionally and I can’t say if it’s just the TiVo. I did swap ports with it still having the same behaviour on the previous TV.

I suspect Sony will just tell me to do a full reset which I know made no difference before.

this is almost certainly a software issue.

Re: New K55XR80PU picture freeze's and sound still playing

george4370 — Wed, 11 Dec 2024 13:50:52 GMT

Took the tv away for repair got it back one week later only froze twice since it was returned hopefully it will be ok

Sent from the all new AOL app for iOS

Re: New K55XR80PU picture freeze's and sound still playing

Gouron — Wed, 11 Dec 2024 17:11:16 GMT

That doesn’t sound very fixed to me. My previous TV was a 9 year old Sony Android TV which crashed a handful of time that I had it.

this one hasn’t crashed handful of days since I got it.

Progress.

Re: New K55XR80PU picture freeze's and sound still playing

george4370 — Wed, 11 Dec 2024 21:10:52 GMT

Seriously disappointed payed £1800 never buy another Sony tv again you think that your paying for quality that doesn’t seem to be.

Sent from the all new AOL app for iOS

Re: New K55XR80PU picture freeze's and sound still playing

Simpsonpaul0 — Wed, 11 Dec 2024 21:57:07 GMT

So, I contacted Sony directly about the problem and have followed the steps outlined below, and since then I have had no problems with either issue.

With reference to your enquiry regarding your Sony K-55XR80, kindly follow the below steps for resolving the freezing and randomly reboot issue:

Perform a Soft Reset of the TV by holding the power button on the remote for 5 seconds, and then confirm you want to reset the device in the on-screen display.

Perform a Power Cycle of the TV by removing the AC power cord from the outlet and reconnecting it after 30 seconds.

after that disable the below features:
1-Samba interactive
2-Bravia Sync

Re: New K55XR80PU picture freeze's and sound still playing

Gouron — Wed, 11 Dec 2024 22:20:30 GMT

I’m giving this a try though by reset, I just restart as an option. I had samba and Bravia sync on so these are off now.

It restarted earlier this evening so I’ll see how it goes over the next few days.

Re: New K55XR80PU picture freeze's and sound still playing

Gouron — Sun, 22 Dec 2024 00:06:01 GMT

I followed this advice and it’s been perfect since so thanks very much for this.

Finally able to watch TV and kind of regretting taking back the first one but it was unwatchable.

Re: New K55XR80PU picture freeze's and sound still playing

royabrown2 — Sun, 22 Dec 2024 10:53:11 GMT

@Gouron

I hope you’ve either got no soundbar or AV amp, or an eARC one. Likewise for anybody with this issue,

To get your TV working, Sony have just advised you to turn off the central feature that ARC relies on 😢