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Member
Posts: 12
Registered: ‎02-15-2020

Re: Sony X950G constantly freezing up. Tried

My Sony didn't start acting up until I was past the return date. If not I would have returned it for a Samsung QLED, my original second chioce after the LG C9. But so far in the past 8 days it has been working with out any issues. I just hope it stays that way, but I feel eventually it will cause me issues again at some point.

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

Re: Sony X950G constantly freezing up. Tried

Hello, cgge2006,

 

While I'm sad to hear that the troubleshooting steps you tried didn't fix the issues you were running into with this TV, I appreciate that you gave them a try. 

 

Since you're still within your Return & Exchange Promise, it does sound like an exchange is the best option at this point. If you run into any questions or would like help working with your local store, please feel free to use the "Private Message" feature in my signature below to send over your full name, phone number, and email so I can step in.

 

Cheers,

Elle|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 15
Registered: ‎03-09-2020

Re: Sony X950G constantly freezing up. Tried

We bought our 85X950G from a smaller local dealer in January (along with an A8G and an X900F). Neither the 8AG or the 900F have had any built in app issues. However, the 950G has been very problematic. Sony did replace the first 950G.

 

The replacement came and within a couple days I made the mistake of letting it upgrade to Android 9 (PIE). No idea if there is really a correlation or not. Soon thereafter though the freezes began. Most of our TV watching has been YoutubeTV. And normally first thing every morning the app has frozen. We have a Roku stick in same TV and it has never flinched.

 

Multple phone calls to Sony has led to mostly frustration. Sony fixates on the internet (our speeds at the Tv are averaging 100 mbps ). Each phone call goes directly to the internet. Todays call suggested I needed to use a powerline adapter even though the internet is working well.

 

Our other 2 Sony TVs are not experiencing this issue and obviously are using the same internet. I have done full factory resets numerous times, reinstalled the youtube apps, cleared chache, etc. And still the freezes. My problems are NOT Best Buy problems and I want to be clear on that. Am posting this just so others experienicng similar issues may find the post and realize their TV has the same issue. We should not be spending $4K on a TV and then be told we should be using a Roku stick in order to reliably use the apps. I'm glad I found this thread showing others with 950Gs are experiencing similar issues. I'll gladly try a Samsung 90T if Sony will agree to take this thing back.

 

I did go to their website today and downloaded their latest firmware (it is not available via the built in TV software upgrade). Will see if it does anything to help with this.

Posts: 1,020
Topics: 75
Kudos: 124
Solutions: 50
Registered: ‎10-19-2017

Re: Sony X950G constantly freezing up. Tried

Hello, jdavis37,

 

Welcome to our Best Buy forum community! I know how important my TV is to me, so I can imagine that you feel the same way about yours! That's why it hurts me to hear that you have been running into trouble with this model.

 

While I appreciate that you have given the steps in our Home Theater Troubleshooting Guide a chance, I'm sad that they haven't corrected the issues you've been having. 

 

How long ago did you make this purchase? 

 

Cheers,

 

 

Elle|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 14
Registered: ‎03-02-2020

Re: Sony X950G constantly freezing up. Tried

Mines an 850g. It's been better lately. I'll give it a chance.
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New Member
Posts: 9
Registered: ‎02-20-2020

Re: Sony X950G constantly freezing up. Tried


@jdavis37 wrote:

 

 

I did go to their website today and downloaded their latest firmware (it is not available via the built in TV software upgrade). Will see if it does anything to help with this.


The latest firmware I downloaded did not help with the freezing. Frustrated with the whole situation dealing with Sony and going nowhere, I now as a routine first thing in the morning start youtubetv and press and hold power button until it restarts. It will be freeze-free for the rest of the day. It's sad with as many complaints about this freezing Sony won't admit it's on their end.

 

 

 

Member
Posts: 14
Registered: ‎03-02-2020

Re: Sony X950G constantly freezing up. Tried

Feel the same. Si far it's just the YTTV app still stutters daily but not as often. Did the firmware update manually. Since then it's been a bit more stable. Still, my 800g never had any issues.
Member
Posts: 15
Registered: ‎03-09-2020

Re: Sony X950G constantly freezing up. Tried

Elle... I did not purchase it through Best Buy which was why I wanted to stress none of my problems are with best Buy. We purchased the first set in middle of January. With support of the place I purchased it from Sony did replace the TV in middle of February. The replacement is exhibiting the same problems as did the first, and the same as others have posted here. Sony has been of no help thus far and seems to fixate on the internet as being the problem. Forget the fact that a Roku stick in same Tv has no issues. And forgetting that our A8G and 900F TVs connected to the same mesh network are not having any issues. Our 85 inch 950G is the only TV having the youtube TV feezing issues. We have been through multiple factory resets, multiple cache clearing and app uninstalls and reinstalls.

 

It does appear this is a 950G model issue that Sony refuses thus far to acknowledge. I installed the latest firmware yesterday and will see how things go. If the app freezes continue I'll work with my seller to get Sony to either refund the purchase or replace with a different model.

Posts: 1,020
Topics: 75
Kudos: 124
Solutions: 50
Registered: ‎10-19-2017

Re: Sony X950G constantly freezing up. Tried

jdavis37,

 

Thanks for elaborating on that for me! While I'm happy to hear you were able to work with the retailer to do an exchange, it hurts to learn that you're running into the same concerns with the replacement unit.

 

If the TV is no longer within the Return & Exchange time-frame, I recommend that you continue working with Sony to see if they can send someone out to look at the unit under the one-year manufacture warranty.

 

Best Wishes,

Elle|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 1
Registered: ‎03-10-2020

Re: Sony X950G constantly freezing up. Tried

We have to do the same thing and all I'm wondering is why? Shouldn't have to do this.