Sound out of sync/distorted XH90

[MrQwerty111]

Anyone have any HDMI sync problems? Have a 65” XH90 connected to a BT UHD box. All was fine.

However the last week sound (only use TV speakers) now crackles/distorts, and goes out of sync.

Switching inputs, switching TV off/on, gets it back in sync. This happens for recorded programs and live TV via the BT box.

However using the TV apps, Prime, Netflix etc everything is ok.

So tried a new HDMI lead, and different HDMI port and the same result.

So I presumed it was the BT box, however just received a new BT box and it’s the same....

So is the TV broke? Why are apps ok, only the HDMI sockets broke?

Anyone anymore help please
Thanks

[GPWhittle]

I'm having the same issue, I had a call with support this morning and they said it is a known issue which their engineers are working on as a high priority. Asked for an estimate on when there would be a software update to fix this, but they couldn't provide one..

[Rayw53]

Good you managed to get Sony to admit it's a known problem.

Now they just need to fix it !

It will be too late for me I'm going to Samsung I think 😎

[Beaveros]

My Sound is  like this.. this is the moment when crackling the most, later its almost normal but sync out..

[Win_88]

Hi all,

I wonder if any of you seem to notice any improvement after unplugging the TV for a few minutes?

Win_88

[Rayw53]

That resets things for me, then 10 mins later sync n distortion is back again. Someone else mentioned that Sony are aware that this TV has sound issues when playing through hdmi connection. Their engineers are working on the issue 🤪

[neilwatts13]

I get a similar issue on my XH8505 (43") connected to Sony HT-ZF9 soundbar via eARC HDMI port. 

I've had a few crackles, but I mostly suffer from either NO sound or distorted 'pulsing' sound - All voices sound like the creepy phone caller in a horror movie! Also, my issue isn't limited to HDMI inputs, it's happening on the inbuilt Netflix, Disney+, Amazon Prime Video and Plex apps too.

A restart fixes it, but most times when I wake the TV from standby, it returns.

[Beaveros]

I spoke with customer service, and nobody says anything about knowing that issue. They give me a ref number and I need to wait for the team to resolve or something.  

[GPWhittle]

Interesting.

I was also given a reference number, I asked if this was an isolated incident effecting just me, or if this was a known issue. That's when I was told it is a known issue and it is high priority for the engineers to resolve, they could have been telling me that just to appease me though haha.

I'm still under my 30 days return period, if it isn't resolved by the end of it I'll probably try a different product. Hopefully it's fixed via a software update in the coming days.

[MrQwerty111]

Apparently there is an update rolling out, but this is adding the Apple TV+ app, I doubt will have a fix for this. 

So if it’s a software fix then good in a way, means should be able to get fixed, or it’s a bad hardware problem and lots seem to have it. 

I can’t wait long for a software fix though as it’s unusable to watch most things. 

[Rayw53]

I emailed Sony customer service, this was their reply.

Dear Mr. Wheeler,
Thank you for your recent email. 

With reference to your enquiry, kindly note that we appreciate what you may read or see elsewhere, but we can only accredit our own resources, as each scenario includes a lot of variables, which makes each case different. Accordingly, we can only accredit our own resources. 

Should you have any further questions, please feel free to reply to this email. 

Thank you for your enquiry. 

Yours sincerely, 
 

Best regards,

Esraa

SONY SUPPORT TEAM
SUPPORT: http://www.sony.co.uk/support/en