AF8 Black screen with sound when streaming Netflix and YouTube

[simonbruce82]

I have just received the AF8 which is an amazing television, but so far has been a frustrating experience as just as I settle down to watch something off YouTube or Netflix, it will start file and then after a short while the sound keeps playing, but this screen goes black. 

With the info button presses on Netflix, I have monitored the resolution playing, at it seems to go black as it tries to go from 720 to 1080, or from 1080 to 1440. Internet isn’t the best, but I never have trouble streaming to my other television’s Apple TV or any other device here.

TV is connected by WiFi but in same room and latest BT router.

Firmware and all software up to date.

Have tried a soft reboot, unplug for several minutes and even a factory reset. 

Same problem still recurring.

Any advice would be much appreciated!

[EdwinaU]

Hi Simon,

Welcome to the community.

It may be worth trying some of the tips here to help with your streaming. Let us know how you get on.

Best wishes,

Ed

[simonbruce82]

Appreciate the reply, but the symptoms I am experiencing are not due to insufficient speed as I can stream perfectly on all other devices. When the resolution attempts to ramp up from 720 > 1080 or 1080 > 1440 etc, the tv goes black but the sound keeps playing. YouTube and Netflix both have the same issue which happens intermittently, although more often than not.

[Win_88]

Hi Simon,

I understand that the issue may not be related to the connection speed, but it could be related to compatibility or other factors. A quick way to test this is to connect the TV to a different network (I recommend a hot spot created by your smartphone, preferably using 4G) to see if the same or other issues will occur.

For the same reason, I'd also try connecting via LAN just as a test too. Seems that you've gone through a long list of troubleshooting steps so far so I wouldn't see a reason to hold back on these two attempts.

Hope this helps in giving more insight.

Win_88

[Educated_Pork]

Hi,

I raised this very issue back in April - the thread here relating to it is at https://community.sony.co.uk/t5/android-tv/decoded-video-disappearing-on-resolution-change-with-kd-5...

@dutchiceconfirmed the issue in that thread on an A1 (my set is a KD-55XE9305).  I escalated to Netflix, but because the issue only manifested itself with the March firmware (v6.2858) update to my set, they essentially told me it would be down to Sony to fix their firmware regression.

Which they have not done.

For programs that encounter this bug (and it's not every film/tv show etc), I just have to watch on another device unfortunately - it's a pain, and without further effort on the part of Sony, I fear it may not get fixed. I don't know if a fix for this is in the firmware version currently being developed to deal with the dimming issues reported, or if it's being fixed in an newer Android TV release for this model.. 😞

Sorry for the bad news.

Dean

[Educated_Pork]

On the plus side, knowing now that this issue manifests with YouTube as well (which I tend to not use - hence not encountering the bug) may confirm to those who can address this that it's a firmware bug, likely related to adaptively changing video decoding or surface display parameters in some form.

Dean

[MiCal1967]

When issue appears try press and hold Home button on R/C, then close every other app except Netflix or Youtube and restart your video. Another app e.g. GUIDE may keep Display-Screen Aspect ratio or Resolution for Video, different than your Video.

Try also to set a fixed resolution playback for Netflix by entering your account through your browser.

Last thing, try a reset for your picture settings during playback: Action Menu - Picture - Advanced settings -Reset or experiment on various settings of Brightness Colour Clarity and Motion

[simonbruce82]

This is both bad and good news to be honest. I am amazed that not more people have experienced this, but thankfully it's not just me. Sony need to address this quickly as it's not every day you buy a £2400 television, only to find that it's the ONLY device you have ever owned that fails to stream a simple Netflix of YouTube video!

Sony, please acknowledge the issue and provide us with answers!

[simonbruce82]

All intersting things I may try. Thanks. 

But really Sony?!

[simonbruce82]

Tried that too. 4G hotspot here off my iPhone is a strong 30+ Mbps and still, the video will occasionally go blank and only the sound will play.