topic Re: kd-55x8509c black strip at the bottom of the screen while playing Netflix or Youtube in Android TV

kd-55x8509c black strip at the bottom of the screen while playing Netflix or Youtube

spectrosphere — Fri, 01 Sep 2017 20:56:22 GMT

Hi there,

bit of problem since last software update on kd-55x8509c

anyone have similar problem while playing Netflix or youtube content?

Re: kd-55x8509c black strip at the bottom of the screen while playing Netflix or Youtube

cass_n — Mon, 04 Sep 2017 15:51:39 GMT

Hi @spectrosphere and welcome to the community,

Can you please try rebooting your TV? If this doesn’t help, next step is to stop the app, clear the cache and check if the app is up to date.

Cheers,

Cass

Re: kd-55x8509c black strip at the bottom of the screen while playing Netflix or Youtube

spectrosphere — Wed, 29 Nov 2017 17:45:19 GMT

all do respect but I wouldn't post here if the solution of this problem would be as simple as reboot or app update, don't you think?

Re: kd-55x8509c black strip at the bottom of the screen while playing Netflix or Youtube

hearntd — Fri, 29 Dec 2017 10:01:00 GMT

Hi,

I've been having the same issue, I've contacted support and after going through a load of stupid and pointless steps, they have said this moring "We can confirm that your case has been escalated for further investigation and you will be updated within 24 working hours."

I'm a stoborn bugger so will be riding them on this, I've found seveal threds on this so I'll try and keep people updated on all the threads as to what responce I get.

Re: kd-55x8509c black strip at the bottom of the screen while playing Netflix or Youtube

spectrosphere — Fri, 29 Dec 2017 13:16:02 GMT

Good Stuff! thanks man!

Re: kd-55x8509c black strip at the bottom of the screen while playing Netflix or Youtube

HubertBonisseur — Sun, 07 Jan 2018 01:59:46 GMT

Hi,

I know it's silly and you may have done it, but it worked for me: unplug your TV for a few minutes (at least 60 seconds from what I read on a forum) and plug it in again.

Re: kd-55x8509c black strip at the bottom of the screen while playing Netflix or Youtube

Jecht_Sin — Sun, 07 Jan 2018 09:25:58 GMT

@HubertBonisseur wrote:

I know it's silly and you may have done it, but it worked for me: unplug your TV for a few minutes (at least 60 seconds from what I read on a forum) and plug it in again.

It isn't that silly. Sometimes, when the Bravia Sync stops working, the only way I have to fix it is to unplug the TV's power supply for 10 seconds or so. Just to give it the time to discharge any electrical residue charge. A reboot doesn't always work.

Same thing when Android goes banana because I forgot enabled in X-Plore the thumbnails previews for videos. This should have more to do with the graphics drivers, but who knows..

Re: kd-55x8509c black strip at the bottom of the screen while playing Netflix or Youtube

hearntd — Mon, 08 Jan 2018 21:13:49 GMT

Nope not silly, always open to suggestions.

To be honest I've tried most things, Soft and hard re-boots, Factory reset, checking for app updates, using my phone as an access point (Sony were clutching at straws...).

And although somtimes the bar isn't there eventyally it comes back.

There are 4 threads going on this forum about this issue and I've found a couple on reddit too so it's clearly a common issue.

So far Sony have been the usuall self and asked the same question many times and not had any real fix/updates.

They will be getting another nudge in a couple of days if I don't get any news.

Re: kd-55x8509c black strip at the bottom of the screen while playing Netflix or Youtube

BigEnigma — Fri, 26 Jan 2018 19:01:03 GMT

Did anyone get a solution for this? My TV (KD-49X8309C) has just started doing this in NetFlix. I've been plagued with many other issues since the firmware update at the start 2017 with the TV having terrible picture and sound stuttering in Amazon Prime, and using the volume controls causes things to go slugish for a few second. Not to mention the TV turning itself on all the time after pushing the power button on the remote. Also had the flickering dark pixels in Netfilx and Amazon where some set of dark pixels turn white and you get an odd shimmering effect. Sony Customer service were useless in assisting and left me with what I consider a broken TV and now this starts up too.

They should have offered a replacement TV for those effected by what is clearly defficient hardware.

Tony

Re: kd-55x8509c black strip at the bottom of the screen while playing Netflix or Youtube

hearntd — Fri, 26 Jan 2018 19:58:46 GMT

Hi,

I'm still on to support and in fact sent another email this afternoon.

I have had replies and apparently they are looking into it (Taking that with a pinch of salt).

But I have all of the same issues that you mention, if you email them as well it might add a bit of pressure.

customersupport.en@eu.sony.com

I have a couple more trick up my sleave that I'll start using soon if I don't get any luck.

Re: kd-55x8509c black strip at the bottom of the screen while playing Netflix or Youtube

BigEnigma — Sat, 27 Jan 2018 20:30:51 GMT

Ok so its ongoing. I have a ticket open from mid last year which was never resolved detailing all the issues i mentioned, went on for about three months trying to get some meaningful response or action from them. Seen other threads mentioning all the issues including this black bar, consensus seems to be dont buy another Sony TV as they pretty much stuff them up and dont care about their customers. This is just another nail in their coffin for me. Netflix was about the only thing that was watchable, given up with Amazon video, and now looks like they have managed to break the one remaining feature i used.

Tony

Re: kd-55x8509c black strip at the bottom of the screen while playing Netflix or Youtube

spectrosphere — Sat, 27 Jan 2018 20:58:05 GMT

hey,
I did a little digging myself and I found potentially two scenarios when this is happening, first you need to make sure your Netflix app is up to date, since last Android update my Netflix stopped updating and I had to manually force it to update via google play, it helps a little to avoid the issue, and eliminate the other problems which happens to be a poor internet connection which is caused by constant feeds and other apps trying to update. The black strip appears when Netflix downscales resolution due to poorer WIFI signal being detected, especially when you switch on your TV using Netflix button instead of on/off. Second worth checking is actual connection to Wifi and how long it take to get your TV connected to it, the longer it takes most likely it will screw Netflix app, also the indication of the strength of signal can give it away. Funny enough it is Android’s fault, since none of apps are being closed during TV shut down and what’s even worst none of them being properly refreshed after switching TV back on.
hope it helps
let’s keep fingers crossed for sony
p.s. if I knew Sony Android would be such a garbage I’d never purchased it!
not because of Sony but Android!

Re: kd-55x8509c black strip at the bottom of the screen while playing Netflix or Youtube

hearntd — Sun, 28 Jan 2018 14:55:26 GMT

Hi Spectroshere,

Some good ideas there, I did do some checking on the WIFI and also had it connected to my phone as a hotspot to see if this had any impact on things and it still persited.

The bar isn't always there and as people have siad if you go to the Guide it most of teh time seems to clear it for a while, but I'm not happy with having to mess about like this esspecially on what should be a reasonably highg end TV, (and I'm fussy too 🙂 )

I've today had a reply form Sony today and they say taht they are investiating the issue, we'll see how long it takes. I've highlighted the fact that there are loads of people with the issue and how anoyed they are eith it and Sony.

They have also indincated that they are aware of the Amazon issues and that there will be a fix in the next update that is due soon, so it's possible that things are moving all be it very slowly...