New K55XR80PU picture freeze's and sound still playing

[Simpsonpaul0]

My new TV that’s just over a month old has froze twice this weekend, the picture just stops but the sound continues playing. The Tv is then not responsive at all and has to be switched off at the wall.

anyone experienced this or know if there is a fix? Don’t want to have to return the TV 😢

[EMS_MO72]

Hey @Simpsonpaul0 

Try to follow these steps and test again: Home-Settings-Storage and Reset -Internal storage-Cached data-Enter , and then select yes to remove the cached data , and then soft reset your TV.

[george4370]

My tv is 8 weeks old 55in oled sick fed up of it freezing, only use sky q it’s happened 20 times begging to wish I never purchased it so disappointed can this problem be fixed 

[SatoruGojo]

@george4370 Is it the same model in the thread ?

[george4370]

Yes same model as above 

[SatoruGojo]

Hey @george4370 

Try to follow these steps:

1. Please remove the cached data:
   1. Press Home
   2. Select Settings
   3. Pick the Storage and Reset section
   4. Select Internal storage
   5. Go to Cached data
   6. Press Enter on remote
   7. Select Yes to remove the cached data.
2. If it continues, try to reset the TV.
3. Finally, if the issue stayed the same, perform a factory reset.

[Gouron]

I’m on my second TV as the first one did exactly the same, froze or turned off but only while watching Virgin TiVo on HDMI 1. 

I did  a full factory reset on the first one and before I could set everything again it restarted again. The new one has been fine until the last week when it’s frozen 3 times in one day and powered off and on again today. 

If it’s cache then surely it’s not doing garbage collections if this is causing some kind of out of memory issue. 

it’s the same model as everyone else. Bought from  Currys. 

[Gouron]

One day after I posted this the TV powered off and on again. I’m hopefully still within the 4 weeks return for refund option but I’ve just missed the  black Friday deals when I could have had another £400 off the cost of a TV you have to reset several times a day on occasions and we only watch a few hours of TV a day. 

apparently this TV won awards. 

[TheRealOG]

@Gouron Just out of curiosity asking! You're thinking about returning the TV, or you did already?

If not or you're beyond the returning period contact Sony and check how they can help!

[Gouron]

I returned the first TV and got a full refund and a new one. This is outside the 4 week return policy so it falls into the extended warranty care I purchased which means they send it off for repair and I’m without a TV for 3 or 4 weeks.

It seems to reboot more now than freeze, often within a few minutes of switching on and always when on HDMI 1. Streaming seems ok. I have a Virgin Media TiVo V6 on that port and an Apple TV 4K on HDMI 4 but tend to use the Apple TV+ app on the TV so it’s only used occasionally and I can’t say if it’s just the TiVo. I did swap ports with it still having the same behaviour on the previous TV. 

I suspect Sony will just tell me to do a full reset which I know made no difference before. 

this is almost certainly a software issue.