Annoying issue with my Sony Android TV

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myndlyz

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Topic # 240277 30-Aug-2018 15:12

Hey guys

I have a really annoying issue with my Sony Android TV (55X9000E). I purchased this from Noel Leeming in May this year.

The problem I have with the TV is it keeps crashing when I watch Netflix or Youtube. Watching normal Sky TV or playing Playstaion or watching movies of the USB drive doesn't seem to trigger it but for some weird reason Netflix and Youtube crash whilst im in those applications.

I have done a factory reset of the tv, hasnt fixed it.

Made sure the apps are updated, latest tv software is all updated too.

I then thought to do a compromise and not watch netflix, youtube off the android smart tv and watch it with my PS4. It still crashes when I play stuff Netflix, Youtube off the PS4.

As a last resort I removed the internet connection from the tv and tried again with my PS4, no joy, still crashes.

Anyone have any ideas what to do next? I fear I may have to go down the warranty route with Noel Leeming, but that just sounds like it will be an absolute nightmare.

I have recorded some examples so you can see what I am experiencing.

Thanks in advance for any help!

Example 1

Example 2

Example 3

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Reply # 2081439 30-Aug-2018 15:32

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Mine crashing also but not like yours, mine seems to be more with apps crashing. I would suggest you make contact with noels :(

dan

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Reply # 2081441 30-Aug-2018 15:36

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i have the 65" model of that tv, has never crashed and rebooted like yours has,

i would unplug everything from it, (apart from ethernet) restart it - play netflix AND youtube (as they are totally different apps) and confirm it still crashes without nothing in the hdmi and usb slots - just to be 100% sure you have ruled everything out

i would then collect the logs, never tried, but probably adb over tcp, then contact sony and see what they say first

djtOtago

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Reply # 2081450 30-Aug-2018 15:45

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I've had the app crash a few times but not a complete TV restart.

You could check to see if the firmware is upto date. There was an update earlier this year.

https://www.sony.co.nz/electronics/support/televisions-projectors-lcd-tvs-android-/kd-55x9000e

dafman

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Reply # 2081458 30-Aug-2018 15:54

I have the 55X8500D and have not experienced Netflix crashes, although occasionally the TV hangs and needs a reboot to sort itself out.

I thought I would love Android TV when I purchased it, but am lukewarm on it now I've owned it for a couple of years. I have a newer Panasonic OLED and their interface is not only more user friendly, it never requires a reboot.

myndlyz

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Reply # 2081462 30-Aug-2018 16:02

dan:

i have the 65" model of that tv, has never crashed and rebooted like yours has,

i would unplug everything from it, (apart from ethernet) restart it - play netflix AND youtube (as they are totally different apps) and confirm it still crashes without nothing in the hdmi and usb slots - just to be 100% sure you have ruled everything out

i would then collect the logs, never tried, but probably adb over tcp, then contact sony and see what they say first

thanks for this tip. I will give it a try tomorrow.

freitasm

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Reply # 2081464 30-Aug-2018 16:04

I guess you have already tried clearing the app data and perhaps even doing a full reset?

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myndlyz

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Reply # 2081471 30-Aug-2018 16:20

freitasm:

I guess you have already tried clearing the app data and perhaps even doing a full reset?

Yeah i've tried both of those. No joy.

Its quite frustrating watching tv knowing its about to crash.

MikeB4

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Reply # 2081489 30-Aug-2018 16:44

I would contact Noel Leemings and start discussions about CGA remedies. Even if you find a remedy here at least you have started the ball rolling with NL.

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Dingbatt

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Reply # 2081590 30-Aug-2018 17:34

I find it interesting that playing from your PS4 still causes crashes. But still only from Netflix or YouTube. What happens in this case of you lower the output resolution? (If that is possible).

Apparently (according to Sony.co.uk) you can start a Sony Android TV in safe mode, which disables apps and just has the OS running. I wonder if that is worth investigating to see if it makes any difference to the PS4 playback?

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myndlyz

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Reply # 2081602 30-Aug-2018 18:02

Dingbatt: I find it interesting that playing from your PS4 still causes crashes. But still only from Netflix or YouTube. What happens in this case of you lower the output resolution? (If that is possible).

Apparently (according to Sony.co.uk) you can start a Sony Android TV in safe mode, which disables apps and just has the OS running. I wonder if that is worth investigating to see if it makes any difference to the PS4 playback?

Thats very interesting. I'll see if I can give that a try tonight.

Dingbatt

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Reply # 2081805 31-Aug-2018 10:11

myndlyz:
Dingbatt: I find it interesting that playing from your PS4 still causes crashes. But still only from Netflix or YouTube. What happens in this case of you lower the output resolution? (If that is possible).

Apparently (according to Sony.co.uk) you can start a Sony Android TV in safe mode, which disables apps and just has the OS running. I wonder if that is worth investigating to see if it makes any difference to the PS4 playback?

Thats very interesting. I'll see if I can give that a try tonight.

A disclaimer though. I don't have a Sony TV, so can only go by the post on the Sony UK site. I have done this plenty of times on Android phones to try and track down problems and a reboot is all that is required to reinstate the OS to full operation. But attempt at your own risk.

The last time I experienced something like you are seeing was my ASUS tablet after upgrading from Honeycomb to Ice Cream Sandwich (I think) where it would just reboot randomly.

I just wonder if there is something in the data stream from Netflix or YouTube that is tripping something in the processor. Have you turned off all the picture 'enhancement' processing?

I was seriously considering a Sony as a new second tv, but this has made me reconsider.

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Davy

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Reply # 2081825 31-Aug-2018 11:02

I would also get in touch with Sony support - they are very responsive and might have some suggestions. In fact my experience with Sony support was the main reason I bought a new Sony TV this year.

tripp

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Reply # 2081837 31-Aug-2018 11:32

Does the ps4 support 4k? wonder if it is due to things at 4k.

Geektastic

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Reply # 2082674 2-Sep-2018 10:13

Whilst I like the picture etc on my Sony Android TV, I have to say that I will be wary of buying another.

I have endless problems with Netflix, having to reboot the TV to get it to load. I also had problems for almost a year getting it to use my You Tube account.

Dingbatt

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Reply # 2082694 2-Sep-2018 10:37

Having re-read your first post again. Can you just confirm it is crashing Android on your TV when you play NF or YT on your PS4? Or is it crashing the PS4? (Both Sony products, but probably just a coincidence). I'm assuming it's just the TV.

Even on my LG TV (running WebOS), the Netflix app doesn't play nice all the time. After a while of watching it ignores IR commands and will only respond to the 'Magic Remote' wireless signals. So maybe the developers of the Netflix apps need to have a look at their coding. Might be worth dropping a line to the developers of the Netflix App for Android if that ends up being the source of the problem.
Even though it comes with the TV, and may even be baked into OS, Sony will probably say it's not their problem if it is the app.

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