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Horrible stuttering when watching 4K content (KD-55XD8577)

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chomerly
Member

Horrible stuttering when watching 4K content (KD-55XD8577)

Whether it be YouTube, Amazon Prime or Disney+, 4K content being streamed and watched at the same time causes horrible stuttering.  It is like the TV can't handle downloads and playing streams at the same time.

 

For example,

 

When watching Wandavision on Disney+ playback stutters every few seconds, unless I pause it for a few minutes and then watch.  Eventually the playback will stuttering again unless I pause it for several minutes or it reaches within a few minutes of the episode finishing.

 

Watching any 4K content on Amazon Prime results in either stuttering or, video playback pausing entirely for about 8 seconds while the audio continues in the background.

 

When playing YouTube 4K content video playback will completely stop while the audio continues to play in the background.

 

The only outlier in this is Netflix. Sometimes 4K content will stutter but I believe that because the app is so well optimised, the issues described above aren't as bad.

 

I have tested my Internet connection both with WiFi and cabled and there are zero issues there.  I have also reset the television back to factory settings recently to try and narrow down a cause and this hasn't done anything either.  My friend has reported the same issues and he has the same television model as I do and he is at a loss.

 

Is this a known issue for these televisions?  Are there any remedies to it?

1 ACCEPTED SOLUTION

Accepted Solutions
profile.country.GB.title
Joe_Dohn
Specialist

Are you using the latest software version on your TV (v5.435)?

View solution in original post

11 REPLIES 11
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Peter_S.
Genius

Hi,

 

Have you restarted your TV by pushing and holding the power button?

Also you might want to clear the cache of these apps (via App menu).

If it doesn't improve the situation, please get in touch with Sony customer support.

 

Cheers

Peter

profile.country.GB.title
chomerly
Member

Yes, already tried all of that.  It was one of the first things attempted before going to the extreme of completely factory resetting the TV.

profile.country.GB.title
Joe_Dohn
Specialist

Are you using the latest software version on your TV (v5.435)?

profile.country.GB.title
chomerly
Member

It is the latest firmware (according to the television whenever I check for update) but it is not 5.435 as you have highlighted.  Mine states that it is 5.433, or PKG5.433.0183EUB to be exact.

profile.country.GB.title
Joe_Dohn
Specialist

That means the TV either doesn't see this version, or can't update to it automatically (which is not uncommon).

 

You'll need to use the manual USB method on the download page to update the TV.

 

Hope this helps!

 

- JD

profile.country.GB.title
chomerly
Member

I will certainly give it a go and update further should I work.

 

Thank you.

profile.country.GB.title
Joe_Dohn
Specialist

@chomerly Did that solve it for you?

profile.country.GB.title
chomerly
Member

Hi, sorry for the late reply.

 

Yes, it seems to have definitely had a positive affect as I watched Disney+ on Friday evening and it was faultless.  I also watched some 4K content on Prime and YouTube and that too was completely fine so thank you for your help on this.

profile.country.GB.title
Joe_Dohn
Specialist

Glad to hear it was solved for you!

 

Do mark the thread as solved so others can find the answer easily ^^

 

- JD