topic Re: KD-55X9005C - keeps freezing and becomes unresponsive in Android TV

KD-55X9005C - keeps freezing and becomes unresponsive

JudieT — Mon, 09 Nov 2015 10:19:08 GMT

My new KD-55X9005C keeps locking up and is not responsive to any input from the remote control or the TV buttons. This can occur from anything from once a week to two or three times a day.

Sometimes it can happen shortly after switching on (from standby) or after a number of hours of viewing.

The TV will display a picture and have sound but no commands from either of the remotes or the controls on the TV will work. (Even the on/off button)
The only solution we have found is to unplug the TV from the power supply and do a full reboot.
Ok, this does resolve the problem but surely it shoud not be necessary so frequently?

All firmware / software is up to date.

Come on Sony, for a TV costing just short of £2k I would expect it to be 110% in terms of operation

Re: KD-55X9005C - keeps freezing and becomes unresponsive

JudieT — Mon, 09 Nov 2015 11:11:52 GMT

Have now spoken with Sony support who have advised a factory reset. Will post the outcome!

Re: KD-55X9005C - keeps freezing and becomes unresponsive

Macvid — Fri, 20 Nov 2015 09:45:18 GMT

I own a Sony KD-49X8305C which is doing the same thing. Did the factory reset work?

Re: KD-55X9005C - keeps freezing and becomes unresponsive

JudieT — Fri, 20 Nov 2015 09:55:44 GMT

No the factory reset didn't work, it was a waste of an hour (having to set everything up again).
Have since spoken with Sony again who have now escalated the case internally, it has been with them a week now and the only update I have had is this:

"Thank you for contacting Sony support. We are sorry to learn that your Sony TV has developed a fault.
In regards to your escalation, please be informed that the case is still under investigation from Sony. We will keep you updated ASAP."
The only helpful piece of information I can offer is that when it occurs, rather than doing a full power-down by unplugging it, that you do a 'hard restart' by holding down the power button on the TV and the remote simultaneously for 3 seconds and it should reboot (it saves the hassle of trying to get to the plug!)
Will post any further updates once recieved.....
Not impressed with Sony so far 😞

Re: KD-55X9005C - keeps freezing and becomes unresponsive

Macvid — Fri, 20 Nov 2015 10:29:39 GMT

Thank you.

I have checked a couple of other forums and the only other freezing issues appear to be signal related resulting in the picture freezing possibly from low quality reception. One comment I read did suggest that digital broadcasts contained more data and therefore may take longer:- see part content of post found.

'Digital chanals carry much more information in themself as analog like expl. EPG and some else, so it is normal that swiching of digital chanals will take bit more time than analog one. Swiching my take two second or simular but it should not freez.'

This link may take you to the discussion thread I found:-

https://community.sony.co.uk/t5/televisions/tv-freezes/m-p/238126#M7596

I have found that it is more likely to freeze if I am flipping through the EPG or using the channel advance key on the remote to move through channels quicker than normal. It has not frozen when entering the channel number directly. I am of the opinion that no matter which method is used it should not freeze and therefore indicates there is a fault. Last night mine froze when moving from an HDMI connected recorder back to TV.

Re: KD-55X9005C - keeps freezing and becomes unresponsive

kevski100 — Sun, 29 Nov 2015 20:33:13 GMT

In the same boat. I have a kdl43w805c . Does exactly the same. remote becomes unresponsive and have to switch off at the mains. Havent tried the 3 sec power button on tv and remote at same time instead of switching mains off yet. Spoke to sony. Internal team looking at it. Said they be in contact tues. Lets see eh

Re: KD-55X9005C - keeps freezing and becomes unresponsive

JudieT — Tue, 01 Dec 2015 13:40:26 GMT

Dont hold your breath - I am still waiting for my call from a supervisor (which I was advised I would receive in 24 hours).
Sony support is proving to be non-existent

I would be interested if you get your call today

We have had a new issue today - the TV would not switch on from standby by either the remote or the buttons on the TV, the 3 second hard retstart didnt work either, so yet again had to unplug it and fully reboot
This is now getting beyond a joke. Grrrrrrrr!

Re: KD-55X9005C - keeps freezing and becomes unresponsive

Pete4L — Sat, 05 Dec 2015 21:22:16 GMT

I have a

KD-55X8507C

And I am having the very SAME problems as you guys! At first I thought it was the youview update, but I've since removed youview & done a factory reset but to no avail! It's ridiculous how much these TV's cost & you can't change the channel without having to power cycle the TV.... I'm disgusted tbh... I wish I'd bought a Samsung.

Re: KD-55X9005C - keeps freezing and becomes unresponsive

JudieT — Sun, 06 Dec 2015 08:53:25 GMT

Just a further update on this:

Having not recieved any further communication from Sony support (or my promised call from a supervisor), I called them again and got very cross ad firm with them and demanded to speak to someone higher up.
Finally spoke to a supervisor who has now informed me that it is a software issue that Sony are aware of and are working towards a solution.
As to when it will be out as an update, they couldn't tell me. Apparently many owners are experiencing this.
My comments to this would be:
1: Why wasn't I told this at the start of me raising this as an issue (seeing as it is a known issue)?

2: Why have Sony released this TV / system when its clearly not market ready?

I am sure fellow sufferers would have similar feedback for Sony!

So far my experience of Sony support is far from satisfactory, my faith in the Brand has plummeted

Re: KD-55X9005C - keeps freezing and becomes unresponsive

rosiebud73 — Sat, 23 Jan 2016 22:23:46 GMT

I purchased the KD-55X8509C just over a month ago and I have the same problem. Will switch it on from standby and it powers on okay and the tv returns to the point where it had previously been turned off. However it doesn't respond to either of the remotes, so if I want to watch anything other than the channel being displayed I have to power it off/on at the mains.

I've only encountered this issue on power on from standby, but it is very frustrating. If I don't want to run the risk of missing the start of a programme have to start getting the tv up and running 10 mins in advance of the programme.

Not impressed.

Haven't spoken to Sony Support yet but think I will as can only hope that the more people that report the issue the higher the priority for issuing a fix will be.

Re: KD-55X9005C - keeps freezing and becomes unresponsive

Caledonian_TV — Sat, 23 Jan 2016 22:32:11 GMT

See the now 449 page thread entitled - 2015 Bravia Android TV Issues...

A lot of these sets are being returned as not fit for purpose because of just this sort of issue.

Re: KD-55X9005C - keeps freezing and becomes unresponsive

Anonymous — Sat, 23 Jan 2016 22:57:49 GMT

Hi @rosiebud73

Can you confirm if you have the latest firmware installed? If you are in the UK you should be on version: PKG2.645.0052EUA.

If you have not done a factory reset after the firmware update, can you please do so. It does correct many issues (although not all). See instructions HERE

Cheers

Re: KD-55X9005C - keeps freezing and becomes unresponsive

rosiebud73 — Sun, 24 Jan 2016 14:33:44 GMT

Hi, @Anonymous I am in the UK and my software version is PKG2.645.0052EUB. I've just checked that no further updates are available.

I hadn't done a factory reset, but have now just done this.

Fingers crossed.

Re: KD-55X9005C - keeps freezing and becomes unresponsive

behanspen — Fri, 29 Jan 2016 09:06:08 GMT

I have had a KD-49x8305c since November 2015. And yes, I have experienced nearly all the problems that everyone else is having. I now in the last two days have had the picture freezing after the tv has been on for some time. I have only had this occurring when watching catch up tv, both times catch up on Channel 4 ! On both occasions my wifi has been working fine and had not dropped out, so I am convinced it is android/ youview related.

I have all the latest firmware updates and carried out a power reset, which does not seem to make any difference.

Come on Sony, come clean admit to your failing and do something about it, not in three months time, do it now.

One very unhappy customer.

Re: KD-55X9005C - keeps freezing and becomes unresponsive

DMart28 — Sun, 31 Jan 2016 17:29:54 GMT

I have the 55X8005C, and have also been encountering issues with the remote becoming unresponsive.

I thiink I found a temporary solution, which is to turn the tv off (not reset, since this is not possible) and then use the "Netflix" button to turn it on. Once I am in netflix, holding down the power button seems to do a system reset, and then the TV goes back to normal. Has worked for now, hopefully Sony release a new update which fixes this properly!

Re: KD-55X9005C - keeps freezing and becomes unresponsive

JudieT — Mon, 01 Feb 2016 09:46:15 GMT

Have been monitoring performance since the last update issued in December.

Things have improved but still not 100%.
Still experiencing the odd 'hang' and total non-response, but have had to do a 'soft' system reboot probably three times in the last month, and have only had to do a full 'unplug' reboot only once.

Have alse experienced a number of slow remote responses, but nothing like it was before the upgrade.

So, in short, in our experience, the last upgrade has improved things, but not completely fixed the issues, but at least we can view the TV on most occasions without having to constantly reboot. (At least the TV has been saved from being yanked off the wall and flung back at the retaier, well, for the time being anyway!)

Re: KD-55X9005C - keeps freezing and becomes unresponsive

kroosah — Fri, 03 Mar 2017 09:04:24 GMT

Hi,

I encounter the same issues 😞

Your message is more then 1 year old and the problem still exists!!

Or is your problem already solved?

Re: KD-55X9005C - keeps freezing and becomes unresponsive

Macvid — Fri, 03 Mar 2017 09:24:20 GMT

If I recall correctly, my TV has only frozen once in the last 12 months.

Since the initial regular freezing and non responsive events Sony have updated the software via the internet more than three times. At the moment I cannot recall the current software version installed. If its important to you I can switch on the TV and display the current version and let you know.

I have also had two separate notification of pending software updates. One from Sony that declared at some point in time from 22-02-2017 there would be a software update sent out overnight. That was to move from andriod 'Lollipop' software to 'Marshmallow'. I do not have that new one yet. The other notification came from Amazon who said their software would be updated to improve the sound quality of their films.

Re: KD-55X9005C - keeps freezing and becomes unresponsive

kroosah — Fri, 03 Mar 2017 12:44:29 GMT

Hi,

Yes please sent me your current version

I have the same notification but i wonder if a new version will fix the problem.

Maybe its a hardware failure like the remote control or the TV receiver?

Re: KD-55X9005C - keeps freezing and becomes unresponsive

Macvid — Fri, 03 Mar 2017 13:37:00 GMT

Have you had this 'Marshmallow' update yet?

If so what revision of software is it?

My version is PKG3.533.0108EUB. I may have it but nothing specific jumps out. The only real difference I can see is the home screen background is all black.

I do not use You View as when I have tried a few times in the past I loose the ability to tune in to 'FreeSat' channels. The icon when opened from the home screen shows the 'Opera' browser and amongst the text explains that the channels will be catagorised by 'Genre'. Mine looks the same on 'FreeSat' and 'FreeView' as it did before, hence the enquiry.