UBP-X800 intermittent blank screen during playback

[mfnatik]

Prior to the most recent firmware update, my BD player has been excellent and performed flawlessly. But after the most recent update there is a very annoying drop off in picture (sound contines to work) every few mins while watching a BD. I've tested 4k HDR and normal blurays and it doesn't matter. I also used the same BD discs in my BD changer BDP-CX960 and it plays flawlessly. I have the latest high speed HDMI cables from Amazon (same cables that did not have a problem prior to the update) and my TV and receiver are the latest models (less than a year old) from Vizio and Denon. Not sure what's happening but all signs point to the firmware creating this issue. 

Sony - if you're monitoring these forums, please advise that you're aware and are working on a fix. 

Thanks!

[batee5]

Hi mfnatik,

Welcome to our community!

From your description of the issue, it makes sense that it was caused by the update but I haven't come across any similar cases.

Have you tried to reset your UBP-X800 to factory settings? This may help in resolving the issue. You'll find instruction on how to that on page 25 of the user manual available here.

Also, you mentioned AV receiver in your post. Does the UBP-X800 connect to an AV receiver which is in turn connected to the TV? If that's the case, could you try connecting it directly to your TV and check if the same issue happens? Could you try connecting it to different HDMI ports on your AV receiver as well?

Let us know the outcome.

Cheers,

Batee5

[mfnatik]

Factory reset did not resolve and switching HDMI inputs did not make a difference. Unit is being returned for a warranty replacement.

[mfnatik]

Hello - I've gotten a replacement unit from Sony and replaced my HDMI cable with a premium certified 4k one and the issue still exists. 

What I found that is causing the issue based on my testing of the settings if the HDMI Deep Color Output being set to "Auto" that causes the picture to drop intermitently. When this is set to "Off" the issue no longer exists. 

Please let your firmware people know that this was a bug that was introduced in the latest firmware update. Can they please address? 

[Vanilla_]

Hi mfnatik,

Thanks for sharing this solution with us, so other users can find it easily.

Vanilla_

[mfnatik]

The only problem with the temporary work around is that it destroys the point of having the BDP-X800 since that setting needs to be set to Auto/On in order to get HDR to be outputted. Sony needs to update their firmware to address.

[Vanilla_]

Hi mfnatik,

I understand that this isn't the perfect solution. But it could be a temporary workaround. I'll also try to pass your feedback along to Sony.

Vanilla_

[Wingco1218]

Brand new UBP X800 player bought at Christmas with exactly the safe fault. Again, the only “fix” is to turn off deep colour. It is disappointing to say the least and undermines my confidence in this product, especially when I now see the history of video playback issues on various forums.

Can Sony confirm if they intend to resolve the problem and when. Otherwise I will simply return the item as faulty and go for a Panasonic model instead. 

Thanks. 

[mfnatik]

I knew there were others out there with the same issue. The other fix per Sony tech support is to turn off the 24P movie mode. I find it's ridiculous that Sony doesn't just repair the firmware. This is clearly a software issue.

[Gcass68]

I have the same issue when utilising my Epson projector. Almost 2hrs into a movie and it starts to blank out the screen for up to 10 seconds. I'll dry the deep colour but this is a con. Do we know if the new firmeware fixed this issue?