topic Re: Netflix on 49-XE9005 - picture/motion corruption problems in Android TV

Netflix on 49-XE9005 - picture/motion corruption problems

rgledhill — Wed, 21 Nov 2018 20:59:59 GMT

Does anyone else have this problem? Some titles are horrible jerky and corrupted on Death In Paradise (Series 2 for example). I normally have Film Mode set to High and Motionflow set to Smooth. If I turn off Film Mode in the motion processing, the problem goes away.

It doesn't seem to happen on all titles but is shockingly bad on some. Death in Paradise is only a 1080p signal so it's not 4k or anything.

Is this a known problem?

My TV is a 49-XE9005 running the latest firmware (6.562).

Re: Netflix on 49-XE9005 - picture/motion corruption problems

Sean_Mc — Fri, 23 Nov 2018 14:16:11 GMT

Hi there,

Can you tell me if the sound quality is affected also or just the picture?

Best wishes,

Sean Mc

Re: Netflix on 49-XE9005 - picture/motion corruption problems

rgledhill — Fri, 23 Nov 2018 20:43:52 GMT

The sound isn't corrupted but it does sometimes lose lip-sync slightly. Turning it off and on again doesn't fix it...

Re: Netflix on 49-XE9005 - picture/motion corruption problems

Win_88 — Mon, 26 Nov 2018 23:43:27 GMT

Hi rgledhill,

Could you show us what happens with a few pictures if possible? Also, have you tried resetting the Netflix app by going to Settings - Apps - Netflix - Storage - Clear data before logging back in again?

Let us know how it goes.

Win_88

Re: Netflix on 49-XE9005 - picture/motion corruption problems

rgledhill — Tue, 27 Nov 2018 20:55:59 GMT

Hello,

I've tried clearing all the cache and local data but that didn't make any difference.

I've taken a video and uploaded it here:

https://www.dropbox.com/s/eqiety74q1oyckg/2018-11-27%2020.47.16.mp4?dl=0

You can see generally the movement can be a bit jerky and there is corruption around some of the edges in movement, for instance at around 8s, 17s, 21s and 54s. This gets worse and worse until eventually it's so bad that we have to restart the TV which helps a bit, but only for some minutes.

On many streams (e.g Star Trek The Next Generation, The OA) everything seems fine, however on other streams such as Death In Paradise, it becomes almost unwatchable.

Thanks

Richard

Re: Netflix on 49-XE9005 - picture/motion corruption problems

Win_88 — Wed, 28 Nov 2018 18:24:51 GMT

Hi rgledhill,

I know this may sound weird, but I suggest trying to connect the TV to a different network (such as the WiFi hot spot of the your smartphone on 4G) just to make sure this is not related to the network. Also, have you tried a factory reset?

Win_88

Re: Netflix on 49-XE9005 - picture/motion corruption problems

rgledhill — Wed, 28 Nov 2018 20:00:16 GMT

Hi,

That does sound weird, since far higher bandwidth streams such as UHD HDR programmes stream absolutely fine and Death in Paradise is only 4-5Mbps.

I'm connected via Ethernet to a 50Mbps broadband fibre link; I've tried switching to WiFi and have the same issues.

I really don't want to do a factory reset as it's taken me ages to get all the custom colour correction set up. I also don't believe this will solve it as many other programmes work fine, this is specific to (at least) one type of data stream.

Can you try watching this program on an XE9005 TV please?

Thanks

Richard

Re: Netflix on 49-XE9005 - picture/motion corruption problems

Win_88 — Thu, 29 Nov 2018 19:12:41 GMT

I'll try to forward this to my Sony contact to see if they can help.

Cheers,

Win_88

Re: Netflix on 49-XE9005 - picture/motion corruption problems

rgledhill — Thu, 29 Nov 2018 22:41:53 GMT

Thank you, that would be much appreciated.

I also see the same on YouTube videos cast to the internal ChromeCast from a PC so it looks like a bug in the video decoding software.

Cheers

Richard

Re: Netflix on 49-XE9005 - picture/motion corruption problems

rgledhill — Mon, 10 Dec 2018 20:36:18 GMT

Any news on this? It's still awful on Netflix on the internal app, but if I run Netflix on my phone and cast to a real Chromecast (not software emulated) then it works perfectly so it's definitely a problem with the TV's Netflix app.

Re: Netflix on 49-XE9005 - picture/motion corruption problems

rgledhill — Tue, 11 Dec 2018 20:51:52 GMT

Just had an email from Sony support, which I'm grateful for but unfortunately just suggests the usual things included the Factory Reset option which is a massive nuisance for me as I have customised all the colour settings.

I have found that the only thing that "cures" it is to turn off Film Mode in the Motion settings. This removes the stuttering and blocking effects from the video, but of course then I lose the benefit of Film Mode on those problematic programs and also on unaffected programs.

There is a problem with the Netflix and YouTube decoding on this TV. No settings will fix this, the software needs to be fixed, along with the inability to play anything on YouTube at 50 or 60 fps.

Re: Netflix on 49-XE9005 - picture/motion corruption problems

rgledhill — Sat, 06 Apr 2019 16:32:19 GMT

Just to close this off for anyone picking up this thread in future... the problem has been resolved - by having a full refund and instead buying an LG OLED55B8. Hardly any difference in price now, and everything works perfectly - all the apps, all the motion processing, even better picture quality, responsive and a pleasure to use.

Sorry Sony but while you persevere with Android TV, I can't recommend your TVs no matter how good the panel is. However I am very appreciative of the support and that I ultimately was offered a straight swap for a 49XG90 model or a full refund, the latter of which I took.

Re: Netflix on 49-XE9005 - picture/motion corruption problems

Magnus.J — Wed, 14 Aug 2019 10:16:46 GMT

Hello looks like you have same problem as me!

wondering if you have solve it?

any solution for it?

I tryed factory reset on the tv and when i try start netflix true the handcontroller by click on netflix everything is normal, also i can se pictures on all series and movies and read about them. but when i try start something picture become to be very wierd! i tly want to show video exactly how it shows on tv!

also i tryed another steaming service and same thing apers when trying start something there!

youtube true the handcontroller works aswell without problems!

I have boxer with my tv chanels, and there i have the option to watch netflix, everything works fine when running it true the boxer! also all tv chanels is works fine! what more can i try?