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Posts: 3
Registered: ‎12-25-2019

Sony X950G 65" keeps cutting out sound while watching apps.

I have absolutely no clue what it is with this TV as I cannot find any other posts with the same issue, but I'll be watching a movie or show on Netflix, Hulu, Disney+ and out of nowhere, the sound just cuts out completely. I have a full Sony HT but have never experienced ANYTHING like this when watching cable, so I assume it has to be the TV.

Everytime the TV does this, I have to turn the TV off and back on. I realize this sounds like a minor inconvenience, but when you're trying to watch a movie and you have to do it every 5-10 min (if that, sometimes it's a mere minute or 2), it is incredibly frustrating and I have stopped watching some movies solely due to it. When you pay $1,400 for a TV, it becomes even more frustrating. 

 

Couple this with the fact that the remote randomly doesn't work and you have to unplug the whole system, and the fact the BestBuy employee did EVERYTHING he could to talk me out of a Vizio, this is easily the most frustrating purchase I've ever made. At least it has a great picture though...

 

Anyone know any sort of fix for the App sound issue though? I had a software update not long ago, but it still keeps happening.

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Posts: 874
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Registered: ‎10-19-2017

Re: Sony X950G 65" keeps cutting out sound while watching apps.

Hi there, mburg930,

 

Welcome to our Best Buy community forum! As someone who enjoys ending the day by watching TV, I can understand why it would not be ideal to have the sound cut out when you're trying to watch something.

 

While I'm glad to hear that unplugging the TV can help, I understand how that is not a long-term solution. Have you had these problems from the start with this TV, or did it work perfectly and then all of a sudden start to cut-out when streaming?

 

Cheers,

Elle|Social Media Specialist | Best Buy® Corporate
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Posts: 3
Registered: ‎12-25-2019

Re: Sony X950G 65" keeps cutting out sound while watching apps.

Sorry for the delayed reply. It has essentially happened since we’ve had the tv yes. At first it seemed small, but other times it will do it multiple times in a single episode. It primarily happens with the Netflix app, but we’ve had it happen with other apps as well. Sometimes, it happens when we first switch to the app, other times we will be 30 min into a show and it will stop producing sound.
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Registered: ‎02-08-2019

Re: Sony X950G 65" keeps cutting out sound while watching apps.

Hi, mburg930,

No worries! Although we are disheartened to hear that this is still happening with your TV, as I understand wanting your tech to work optimally. I'd like to review some troubleshooting tips and additional support options on how to receive support on this. After investigating this, I found a troubleshooting guide on Sony's website that may help with this. I'd suggest checking this out when you get the chance, as one of these tips may help with this!

After trying out those tips, if you opted for coverage under our Geek Squad Protection plan, scheduling an in-home appointment would be ideal. This can be arranged by calling our team at 1-800-433-5778. Alternatively, the TV sounds like it may still be covered under the manufacturer's warranty. You can learn more about the warranty and how to request coverage through Sony's warranty and repair page. Please don't hesitate to let me know if we may be able to assist in any other way!

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
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Posts: 3
Registered: ‎12-24-2019

Re: Sony X950G 65" keeps cutting out sound while watching apps.

I’m having the same exact problem with my Sony C950G 75” tv. I have a compatible Sony sound bar attached to mine. It’s the HT-Z9F; both recently purchased together from Best Buy. Do you have a sound bar attached to your tv? Wondering if that could be affecting matters?
Alyssa, can you help me with this issue as well and troubleshoot with me? This is obviously an issue with these TVs and the audio randomly cutting out. Very frustrating to have to turn off the tv each time this happens...right in the middle of viewing something. It’s unacceptable.
I should Still be under warrantee as well It’s only been a few months max since it was delivered.
Your help is appreciated. Thanks.
-DL
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Posts: 3
Registered: ‎12-25-2019

Re: Sony X950G 65" keeps cutting out sound while watching apps.

Hi DL,

I’ve joined a few other forums and am realizing this is a big issue with the Sony’s when utilizing the in-app functions of the tv and running sound through arc. It’s seemed to gotten slightly better, but it’s more so shifted the issue. Sadly a warrantee won’t fix anything as it seems to be an issue within the code
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Posts: 9
Registered: ‎02-20-2020

Re: Sony X950G 65" keeps cutting out sound while watching apps.

 Check out the just released 4/16/2020 V6.3624 update on SONY's website. This claims to address our problems

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Posts: 3
Registered: ‎12-24-2019

Re: Sony X950G 65" keeps cutting out sound while watching apps.

I’m pretty sure that update doesn’t include the 950g
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Posts: 3
Registered: ‎12-24-2019

Re: Sony X950G 65" keeps cutting out sound while watching apps.

I appreciate that information. That’s a big pill to swallow after buying a big ticket item from Best Buy. I will be pursuing some satisfaction as this problem is unacceptable and either Sony or BB will have to give it to me if it’s an inherent problem. Thanks for your input.
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Posts: 1
Registered: ‎04-20-2020

Re: Sony X950G 65" keeps cutting out sound while watching apps.

Damm, I really hope this work. I don't like how this TV's been acting.