2021 Sony Android Smart TV keeps freezing

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mattwnz

20141 posts

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#311411 12-Jan-2024 17:11

My parents Sony TV from 2021 (Sony 65" X95H 4K) which is heavily integrated with Android has recently developed a fault where it keeps freezing. It happens every few nights. Happens when using the freeview, inbuilt TVNZ or Netflix apps. When that happens the remote doesn't work at all and the screen freezes (initially becomes jerky then freezes) and it can't be turned off , even the power button on the TV doesn't allow it to switch off. The only option is to pull the plug out the back and get it to restart. It started to happen after Sony pushed an android update from 9 to 10. Anyone had this sort of problem? The only thig I can think of to do is factory reset it to see if it continues to happen, and if it does to contact the retailer to get it repaired, but that is a pain to have to reset up everything again .

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#3181251 12-Jan-2024 17:25

Have you checked the Sony nz website for downloadable updates I.e. try to it yourself with a usb stick.

do you have a google account logged into the tv that’s linked to family link by any chance?
(I find it’s (family link), not very stable / causes issues depending in the android version)

I’m about to factory reset a Sony from 2016 and hoping like anything it will go grab the last known update (because support ended).

Goosey

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#3181253 12-Jan-2024 17:29

Another thought.. what else is plugged into the same power outlets as the tv?
anything coincidentally now plugged in there?

not that it’s Likley, but could be a power issue.

factory reset will be easiest option and one that the selling retailer would want you to do first.

gzt

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#3181257 12-Jan-2024 17:42

mattwnz: The only thig I can think of to do is factory reset it to see if it continues to happen, and if it does to contact the retailer to get it repaired, but that is a pain to have to reset up everything again

I'd guess there is an option to not check and/or install updates automatically. That may help avoid the update if you really need to.

Stu

Hammered
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#3181259 12-Jan-2024 18:11

There's been a firmware update recently. Things have been pretty unstable since. Micro pauses, lockups, etc. Factory reset didn't fix the micro pauses. Only did the reset a couple of days ago so still to find out if anything has improved.

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mattwnz

20141 posts

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#3181262 12-Jan-2024 18:26

Stu: There's been a firmware update recently. Things have been pretty unstable since. Micro pauses, lockups, etc. Factory reset didn't fix the micro pauses. Only did the reset a couple of days ago so still to find out if anything has improved.

Thanks, yes that seems to correspond with my experience. I have checked their website and couldn't find any mention of issues, or anyone else experiencing issues. I am wondering the hardware can't handle android 10 or it is just a bug. But the micropauses could indicate a lack of processing power. I had been putting off applying the update, but the TV kept nagging my parents to do the update. I am not sure you can downgrade to an older version either. If android wasn't so integrated into the TV, they could possibly use a Google TV instead, except they use the Freeview app for FTA broadcasts, which you can install on the Sony TV, but not on the Google TV. But when it freezes the remote locks up completely so you can't even change inputs.

Goosey

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#3181343 13-Jan-2024 08:24

mattwnz:

Stu: There's been a firmware update recently. Things have been pretty unstable since. Micro pauses, lockups, etc. Factory reset didn't fix the micro pauses. Only did the reset a couple of days ago so still to find out if anything has improved.

Thanks, yes that seems to correspond with my experience. I have checked their website and couldn't find any mention of issues, or anyone else experiencing issues. I am wondering the hardware can't handle android 10 or it is just a bug. But the micropauses could indicate a lack of processing power. I had been putting off applying the update, but the TV kept nagging my parents to do the update. I am not sure you can downgrade to an older version either. If android wasn't so integrated into the TV, they could possibly use a Google TV instead, except they use the Freeview app for FTA broadcasts, which you can install on the Sony TV, but not on the Google TV. But when it freezes the remote locks up completely so you can't even change inputs.

Is this the Freeview app you are using?
(there was another older version from a few years ago but this has one superseded it)

https://play.google.com/store/apps/details?id=nz.co.dishtv.FreeviewLiveTV&hl=en_NZ&gl=US

LGSAM

237 posts

Master Geek

#3182123 15-Jan-2024 11:10

I have the same set which also updated recently . I took the opportunity to do a factory reset after updating as I had heard some users complain of issues after update . My set has been running fine after the update and factory reset , its a bit of a pain having to reinstall everything but worth a try .

Good Luck

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mattwnz

20141 posts

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#3182489 16-Jan-2024 00:12

Goosey:

Is this the Freeview app you are using?
(there was another older version from a few years ago but this has one superseded it)

https://play.google.com/store/apps/details?id=nz.co.dishtv.FreeviewLiveTV&hl=en_NZ&gl=US

Thanks. It is running the latest Freeview app with the new logo and animations etc. It looks like the tv is still playing up so a factory reset looks like the only option.

Goosey

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#3182492 16-Jan-2024 06:09

My advice - to ensure an efficient time

crack into factory reset
once its back to life, run the set up (the mandatory stuff)
dont be tempted to start sorting picture and sound adjustments or any other customisations
install the apps you require (again, dont be tempted to install any apps you think will be used one day)

if you follow the last two above, then Im sure you will have a great time.

my factory reset took about 20-30 mins and then an additional hour or two sorting the nice to haves (but I had time)

** dont be in a panic if the reset takes ages...mine took a good solid 10-15 mins of a static dark screen with an image that hardly moved

turtleattacks

914 posts

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#3182524 16-Jan-2024 10:00

After hearing this, I'm going to refrain from updating my 2019 Sony A8F.

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afe66

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#3183490 18-Jan-2024 11:41

I run my Sony A1 through an apple TV these days so the interface is silly smooth.

A.

mattwnz

20141 posts

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#3197989 20-Feb-2024 17:01

Just an update, I did a full factory reset and it has had no effect and the screen and remote still freezes up. The interface is also more laggy than it was before the Sony firmware update from android 9 to 10 in December 2023. I suspect the problem is related to Android 10 and the hardware may not be able to cope with it, and I am guessing that reverting back to android 9 might fix this, as this problem occurred immediately after the Sony firmware update. But sony provide no way of reverting back to an old version. I contacted the retailer about 3 weeks ago, and apart from sending all the details they requested, they haven't done anything to resolve it.

mattwnz

20141 posts

Uber Geek

#3197991 20-Feb-2024 17:05

turtleattacks:

After hearing this, I'm going to refrain from updating my 2019 Sony A8F.

The issue is that Sony puts a nag screen on the TV that it needs updating with their new firmware update. So the natural thing s to update it, and if there is ever an issue with the TV they will want the owner to make sure they are running all the latest updates. So in retrospect, updating was a bad idea, but one wouldn't expect this sort of problem from a manufactures update, and if there was a problem, that they would swiftly fix it by releasing an update or patch.

clinty

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#3198006 20-Feb-2024 18:04

Ive been having the issue as well, but just restart the TV and it goes well for a day or so

Quick restart by pressing and holding the power button on the remote

Hopefully it may be resolved with a patch

Clint

mattwnz

20141 posts

Uber Geek

#3198106 20-Feb-2024 23:00

I have tried holding down the power button when it freezes up but it does nothing for me, the TV remains on. Is yours the same X95h model?

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