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New Member
Posts: 3
Registered: ‎01-03-2018

Issues with Sony TV model XBR55X930D

Hello,

 

After the past few months I have been having a few issues with my Sony Bravia TV.  There are really two problems which are causing some headache.

 

1. Youtube/phone casting: 

For some reason the cast connection between my phones and the TV can be spotty.  At times my phone can pick up and cast to my TV, other times it does not see my TV at all.  Restarting the TV or my phones helps only sometimes, and the issue can happen with both Apple and Android phones.  My guess is either the native Youtube app is terrible or something wrong with the cast signal on my TV.

 

2. HDMI ARC does not display full picture:

Another issue seems to be related to HDMI 4 (ARC) on the TV.  At times the picture it will show (connected to my home theater system's HDMIs) will display black bars on the left and right side to the TV, the picture will also be in 4:3 (but the signal says it is widescreen).  When I plug my theater system into HDMI 1 it does not have the problem.  If I plug another device into HDMI 4 it has the problem.  So again, I think it is an issue with the HDMI itself.  Restarting the TV does not help, changing the HDMI signal format (to display in HD or 4K) does not help either.  Eventually, the problem just goes away.

 

 

Here is the TV spec page:

https://www.bestbuy.com/site/sony-55-class-54-6-diag-led-2160p-smart-3d-4k-ultra-hd-tv-with-high-dyn...

 

Thank you for your time.

 

Posts: 1,020
Topics: 75
Kudos: 195
Solutions: 50
Registered: ‎10-19-2017

Re: Issues with Sony TV model XBR55X930D

Hello, epyon24,

 

Welcome back to our Best Buy forum community! As someone who loves to put on a good show to relax, I know it's far from ideal when a TV isn't working the way you want it to. I'm a big fan of my Chromecast, but I can understand why you'd be frustrated if it's inconsistent with allowing you to cast from your phone to your TV. 

 

Do you run into those connection issues when trying to cast to different platforms, or only with YouTube? I recommend checking out the steps Sony recommends for when encountering system issues when trying to cast. You can view that article here.

 

As far as your issues when using HDMI 4 go, could you elaborate on that for me? Do you always have issues when switching to HDMI 4, or does it work sometimes? If it's sometimes, could you give examples of when it seems to happen? Do you run into issues when using any of the other HDMI outputs, or is it only with the HDMI 4? 

 

Cheers,

 

 

Elle|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎01-03-2018

Re: Issues with Sony TV model XBR55X930D

Hello Elle,

 

I review Sony's steps for troubleshooting Chromecast.  Thank you for the information.

 

As far as my issues with HDMI 4, it works sometimes.  Usually when it does not work, it does not work for a span of a view days, like the case is right now.  It is as if the HDMI 4 is 'stuck' on displaying the picture with the black bars.  If I plug anything into HDMI 4 it will have this problem.  It really seems to be random, it will be working one day, then the next day (or later in the same day) when I use the TV like normal, it will suprise me with the problem.  It does not matter if I turn the TV on first, then the device connected to HDMI 4, or vice versa.

 

But if I plug the same device into any other HDMI, the picture is displayed correctly.  Eventually for some reason, it will magically fix itself and work fine for a week or so, until the problem returns.

 

Thank you

 

New Member
Posts: 3
Registered: ‎01-03-2018

Re: Issues with Sony TV model XBR55X930D

Hi,

 

I saw a response so I checked and it says this topic was moved.  But if I click the link it takes me to a completely different topic with a different poster.  Was this in error?

Posts: 1,020
Topics: 75
Kudos: 195
Solutions: 50
Registered: ‎10-19-2017

Re: Issues with Sony TV model XBR55X930D

Thanks for following up with more details, epyon24.

 

I also really appreciate how patient you've been as I dug into what could be the cause of what you're running into with your HDMI 4 output. I can understand how it would be especially confusing when you noticed a message on your post saying that the topic has been moved. That message was referring to a post that was about a different TV concern that someone posted on your thread, so we moved it to their own page for them to receive support. 

 

When looking into your concern, I wasn't able to track down any troubleshooting steps that applied to this happening intermittently. At this point, I think the best way to get this resolved would be to have someone come out to look at your TV. If you have a Geek Squad Protection (GSP) on this device, that service should be covered by your plan. 

 

Since your TV is over 42 inches, having a GSP would cover someone coming out to your home to take a look at what's causing the issue, as well as the cost of the repair. To get an appointment scheduled for a TV repair, please call (800) GEEK-SQUAD or (800) 433-5778 so one of phone reps can take care of that for you.

 

If you're not sure if you have protection on that device, you should be able to see what coverage you have on products in your My Best Buy account. Otherwise, you can send me a Private Message, via the option in my signature below, with your full name, phone number and email so that I can take a look on my end!

 

Cheers,

Elle|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!