topic Re: Dotted horizontal line across screen after latest update in Android TV

Dotted horizontal line across screen after latest update

marc.knuckle — Wed, 09 Nov 2016 20:41:34 GMT

i thought it best to start a seperate thread to the 'juddering' thread.

so no juddering so far since the last update and the video apps seem to be playing okay.

however...we just noticed a horizontal line, sort of dotted, along the screen. we initially thought it was the program but it stayed there when another program came on. we turned it off and on and it is gone for now but it never did this before the update

Re: Dotted horizontal line across screen after latest update

Anonymous — Wed, 09 Nov 2016 21:31:12 GMT

Hi there

Are you able to post a photo of that here please if it happens again - as its hard to know without actually seeing what your meaning

In regards to this not happening before the fw update - im going to reserve judgement on this and call it a coincidence at this stage. Things like the symptoms your describing is generally hardware issues.

Cheers

Re: Dotted horizontal line across screen after latest update

marc.knuckle — Wed, 09 Nov 2016 21:48:23 GMT

i spoke too soon.

shortly after this problem my wife put on netflix...no video, only audio. turned off netflix and not even the sky program came up, just blank. after a complete turn off then on the same issue initially, no netflix video, but then green artifacts kept coming up and randomly it would show a frozen picture of the sky program from hdmi 1 in the background behind the artifacts.

i have more and a video of it happening

Re: Dotted horizontal line across screen after latest update

MiCal1967 — Thu, 10 Nov 2016 11:59:18 GMT

As @Anonymous said before, this seems to be a Hardware issue.

This is not a "wild" verticals lines, so it is possible the cause to be the main board graphics processor and not the LCD itself or the LCD Inverter or the flex cable.
Since this was OK, as you said before latest Firmware Update, this could also be a bad installation caused by a corrupted downloaded Firmware file.
Can you check the heat on lower frame part? Is it tolerable(sufferable) when touching fingers?
As we can see in your photos there is a device under your TV that also produces heat and another device on top frame. Try power OFF those two and check again to avoid any interference that could be caused by them.
Is your problem active also in SD picture and Android Home screen?

Maybe Quinnicus can help you to reinstall Firmware with the USB method or you can ask Sony Support for this case.

Re: Dotted horizontal line across screen after latest update

marc.knuckle — Thu, 10 Nov 2016 11:59:44 GMT

Thanks .

The device it sits on isn't a device , it is a wooden plinth i created to raise it up above the small sound bar in front so the infrared worked.

The small thing on top is the wii light sensor so doesn't give out heat or interference .

The update was done via the tv update function so shouldn't have had an issue but the tv has been factory reset many times over last few months of these problems .

Re: Dotted horizontal line across screen after latest update

MiCal1967 — Thu, 10 Nov 2016 12:12:05 GMT

Hi again

Then it's not an interference or heat. Those squares are usualy a graphics on main board issue. A Firmware re-installation could possibly determine if it is firmware(drivers) issue or a main board, that includes graphics processor, issue.

I cannot help you with re-installation since there is no Official procedure. I don't know if a factory reset can help.

http://sony-eur-eu-en-web--eur.custhelp.com/app/answers/detail/a_id/66442/kw/

Contact Sony Support. They will guide you with proper instructions or send you a way to re-install.

Re: Dotted horizontal line across screen after latest update

Anonymous — Thu, 10 Nov 2016 12:52:49 GMT

Hi there

From my understanding it is not possible to re-install the firmware once its already on the version its suppose to be. But then again, engineers might have a set procedure that it can - but I dont know it (if there even is one).

Either way, I have escalated this thread to Sony Support for them to investigate and get back to you. They should be in contact within the next day or two.

Cheers

Re: Dotted horizontal line across screen after latest update

marc.knuckle — Thu, 10 Nov 2016 15:36:47 GMT

Thanks mate .

After 2 months being in discussion with richer sounds and patiently waiting for each update , they threw the towel in and authorised the local branch to exchange .

So , instead of having a tv of equal spec i paid the extra and upgraded to the Panasonic 700b, 58 inch (old Sony was 49 inch )

Just setting it up now .

Apart from dragging their feet the richer sound help line did a good job handling it . The solihull store was great . Due to a back injury they did everything for me . Unloaded the old from the car , stuck the new one in as well . I didn't have to lift a finger .

Re: Dotted horizontal line across screen after latest update

Anonymous — Thu, 10 Nov 2016 19:35:41 GMT

Hi there @marc.knuckle

From your description - im take it you are no longer in possession of the faulty TV (i.e. Replaced with Panna?) - If so, I will close of the escalation I raised - but can you just re-confirm please?

Cheers

Re: Dotted horizontal line across screen after latest update

marc.knuckle — Thu, 10 Nov 2016 20:05:27 GMT

Yep, exchanged for the Panasonic

Re: Dotted horizontal line across screen after latest update

Anonymous — Thu, 10 Nov 2016 21:04:42 GMT

Thanks for re-confirming. Closing escalation.

Re: Dotted horizontal line across screen after latest update

lgcebr — Tue, 15 Nov 2016 14:46:43 GMT

Hi, since the latest update we're sometimes getting a fine row of dottel lines part way across the screen. I use the ARC link between my Sony 55XD9305 (four weeks old) and a Sony STR1060 receiver (18 months old0. I have disconnected my Sky box and the lines still remain but after switching off and on a few times they will disappear. The lines might be cables or the receiver but don't appear to be the TV itself (as the lines don't show on the TV home page).

The lines come back a few day slater but always in a differen part of the screen so we're not talking dead pixels.

Exatly pinpointing the problem is difficult because when it is intermittent so we're never sure when swapping leads etc if we've got rid of it or it's just disappeard.

Sony Technical Support have no ideas.

Any ideas woudl be really welcome.

Re: Dotted horizontal line across screen after latest update

Anonymous — Wed, 16 Nov 2016 00:49:14 GMT

Hi @lgcebr

Even though the escalation for marc.knuckle was closed, Sony kept the investigation open in regards to this problem, as they informed me that there was another case of similar issue. Going by your post above, it was probably you they were referring too

Even IF Sony Support cannot figure this out, they still must provide a satisfactory solution (i.e. replacement of TV etc).

I am going to escalate you post back to Sony Support for a solution to be found. Let me know how you get on.

Cheers

Re: Dotted horizontal line across screen after latest update

lgcebr — Wed, 16 Nov 2016 06:06:36 GMT

Thank you -I appreciate youtr help.

Re: Dotted horizontal line across screen after latest update

MiCal1967 — Wed, 16 Nov 2016 13:37:35 GMT

@Anonymous @lgcebr

There are a few Apps on Google Play for Android devices that possibly can test for "dead" or "stuck" pixels.

Some claim that "....also you can test and tune your TV set using your android device with HDMI cable".

I don't know if this can help since I don't own an other Android device.

https://play.google.com/store/apps/details?id=ua.dp.ustav.screentest

https://play.google.com/store/apps/details?id=la.marsave.fullscreentest

and other....

Re: Dotted horizontal line across screen after latest update

lgcebr — Wed, 16 Nov 2016 13:58:17 GMT

Thanks for this suggestion. I will follow up on the links you provided.

I am pretty sure they are not dead pixels because sometimes the lines are to the bottom of the screen, at other times across the top and other times not there at all. So it looks to me like something is generating these artefacts In different places.

Interstingly I only had this issue since the last update and I've just been speaking to someone at Sony who said they had received another report of this issue..... I hope it wasn't my report duplicated!

I sincerely hope that this is a fixable issue because I really like the 4K panel on this TV.

My concern about Sony quality is increasing though because we originally had a 2015 4K TV that Sony refunded by Sony in March 2016 because of various faults. With the refund we bought our current TV which lasted only six months before it died completely. The retailer accepted that second TV was faulty and replaced it four weeks ago. The lines are happening on this third TV.

I think any reasonable person would start to get worried about Sony product quality behind the screen

Anyway I appreciate your help.

Re: Dotted horizontal line across screen after latest update

Risc0n — Thu, 17 Nov 2016 12:52:24 GMT

@lgcebr wrote:
Hi, since the latest update we're sometimes getting a fine row of dottel lines part way across the screen. I use the ARC link between my Sony 55XD9305 (four weeks old) and a Sony STR1060 receiver (18 months old0. I have disconnected my Sky box and the lines still remain but after switching off and on a few times they will disappear. The lines might be cables or the receiver but don't appear to be the TV itself (as the lines don't show on the TV home page).

The lines come back a few day slater but always in a differen part of the screen so we're not talking dead pixels.
Exatly pinpointing the problem is difficult because when it is intermittent so we're never sure when swapping leads etc if we've got rid of it or it's just disappeard.
Sony Technical Support have no ideas.
Any ideas woudl be really welcome.

I can confirm I have seen the exact same issue when switching between my PS4 Pro and TV. It did it a couple of times and each time I rebooted. Nearly a week now and not seen the issue, however I have been getting a lot of random reboots!

Re: Dotted horizontal line across screen after latest update

ithomas7 — Sun, 20 Nov 2016 18:45:34 GMT

Hi, I'm seeing the exact same problem on my KD-55XD8599 since the latest firmware update. The horizontal lines appear regardless of what input is selected and usually it's when the TV switches on, switching off and on seems to clear the lines. Today there have been multiple random reboots sometimes 2-3 times straight after each other and before it's even finished booting. Attaching a picture of how the lines look

Re: Dotted horizontal line across screen after latest update

Anonymous — Sun, 20 Nov 2016 22:19:04 GMT

Hi @ithomas7

I have escalated your issue to Sony Support. They should be in touch.

Cheers

Re: Dotted horizontal line across screen after latest update

lgcebr — Mon, 21 Nov 2016 06:46:31 GMT

Just in case it helps Sony find the cause of the dotted lines.... iThomas7 says he's had some random reboots on the television since the last update. This has happened in my television too for no apparent reason - maybe nothing to do with the lines but it might help.