topic Re: kd55af9bu sound issues in General chat

kd55af9bu sound issues

woody340 — Fri, 15 Mar 2019 11:30:41 GMT

have a 3 week old af9 which is superb, however when watching netflix/amazon ( not noticed on normal tv yet )

the sound keeps jumping

just wondering if anyone had same issues and how to rectify

Re: kd55af9bu sound issues

Pascale_F — Sat, 16 Mar 2019 12:45:24 GMT

Hi woody340,

I'll see if I can track down some assistance for you with this.

Thanks,

Pascale

Re: kd55af9bu sound issues

The_Black_Rose — Tue, 19 Mar 2019 12:28:58 GMT

Hi Woody340,

Do you have a soundbar connected or does the sound come out of the TV speakers directly?

Cheers,

The_Black_Rose

Re: kd55af9bu sound issues

woody340 — Tue, 19 Mar 2019 13:26:51 GMT

Hi
It's coming straight from the TV Netflix app .no soundbar connected, have been playing around a bit and seems if I watch through Netflix on sky then doesn't seem to be a problem with sound, although pic quality isn't as good
Andy

Re: kd55af9bu sound issues

jumpsuit — Tue, 19 Mar 2019 13:54:12 GMT

Hi @woody340

May be a silly question but are you using the latest Netflix app version?

Re: kd55af9bu sound issues

woody340 — Tue, 19 Mar 2019 14:38:36 GMT

It's a brand new TV so I assume it's the latest Netflix app

Cheers

Re: kd55af9bu sound issues

jumpsuit — Tue, 19 Mar 2019 14:49:52 GMT

Hi again

I would check by going into the Google Play Store app and clicking on Netflix to check if it says 'update'.

If you haven't got auto update enabled for apps in the settings tab for the Play Store, then it may not be the latest.

You can also check the version you have in the Home page Settings tab under apps.

The latest version is 6.2.0 build 2668

Re: kd55af9bu sound issues

woody340 — Tue, 19 Mar 2019 15:06:27 GMT

Thanks, have just checked and it's the latest version

Re: kd55af9bu sound issues

jumpsuit — Tue, 19 Mar 2019 15:52:45 GMT

Thanks for checking and .....curses!

I was hoping there was a quick fix for you.

There is definately some sort of 'glitch' regarding the app and not Netflix

if it works fine through Sky.

My Virgin Netflix picture is worse too

Hopefully @The_Black_Rose may have an idea.

Failing that you could always try a factory reset.

Hang in there

Re: kd55af9bu sound issues

Tenneen9000 — Tue, 19 Mar 2019 16:03:22 GMT

Hi Woody340,

Since the issue isn't confined to a single app and happens with both Netflix and Amazon Prime, I'd recommend trying a full factory reset under Home-settings-storage and reset-factory data reset.

All the best,

Tenneen9000

Re: kd55af9bu sound issues

woody340 — Tue, 19 Mar 2019 16:05:34 GMT

hi thanks for reply. It doesn't happen on Amazon prime

Re: kd55af9bu sound issues

Tenneen9000 — Wed, 20 Mar 2019 12:36:25 GMT

Hi Woody340,

I see. I am still curious though. Can you let me know what was the outcome of the factory reset?

Cheers,

Tenneen9000

Re: kd55af9bu sound issues

woody340 — Wed, 20 Mar 2019 14:14:05 GMT

Have just done another factory reset and touch wood seems to have worked this time

Thanks for everyone's advice

Andy

Re: kd55af9bu sound issues

jumpsuit — Wed, 20 Mar 2019 14:23:31 GMT

Excellent!

Re: kd55af9bu sound issues

woody340 — Thu, 21 Mar 2019 08:59:06 GMT

Sorry to say it's still doing it after full factory reset, I see there's an option to uninstall updates on Netflix app, is it worth trying this or completely getting rid of it and trying again

Cheers

Re: kd55af9bu sound issues

jumpsuit — Thu, 21 Mar 2019 09:12:56 GMT

Hi @woody340

Curses! 😞

I would try the uninstall updates first just as a test.

Re: kd55af9bu sound issues

woody340 — Thu, 21 Mar 2019 10:28:02 GMT

Tried uninstalling updates but no different so put them back on

At a bit of a loss now, it doesn't make watching programmes impossible but very annoying when the sound keeps jumping every few minutes, especially as doesn't seem to happen on normal TV or Amazon prime,

Re: kd55af9bu sound issues

jumpsuit — Thu, 21 Mar 2019 10:54:59 GMT

Hi again

Are you currently running Oreo?

Sony have recently stopped the Oreo update rollout. (Due to Soundbar / home cinema issues)

Details here

There are some other glitches that seem to be appearing here and there too

after the latest system update.

I think its probably time to get in touch with Support about this,

Details here, just to see what they say.

Let us know if you can

Re: kd55af9bu sound issues

woody340 — Thu, 21 Mar 2019 11:23:48 GMT

Have emailed support and will let you know what happens

Not sure about Oreo as I'm a bit new to all this

Cheers

Re: kd55af9bu sound issues

jumpsuit — Thu, 21 Mar 2019 11:45:28 GMT

I forgot to suggest phoning as it's potentially quicker but

hopefully they will contact you soon.

If you go onto the home page and select settings and click on

the 'about' tab you will see it gives you a Version number,

e.g. 7.0 is Nougat, 8 is Oreo