topic Re: KD-55X8509C painfully slow, latest firmware, factory reset, totally fed up with it in Android TV

KD-55X8509C painfully slow, latest firmware, factory reset, totally fed up with it

spooky7 — Sat, 24 Oct 2020 18:25:37 GMT

Hi, I've had this TV since June 2016, and it has never been right other than for maybe the first couple of months.

I have contacted Sony support on several occasions in the past, but it has never led to a permanent fix. I have factory reset the TV multiple times, upgraded the firmware (currently on PKG5.435.0184EUB), reset the internet connection (it's wired directly into the router), run the built-in Problem diagnosis (no problems found).

The issue is that it's too often too painfully slow and frustrating to use. Some days are better than others, but even on the best days it's not a pleasant experience. On the worst days, even just flicking through the home screen icons/apps is embarrassingly sluggish. Opening apps can take 30s or more. Once inside them then navigating their options can be very slow and unresponsive. Even changing the volume during playback causes stutter and occasionally can freeze the screen. Watching digital TV is probably the worst of all - I just timed these - from the home screen after clicking the TV button on the remote, it took 40s to start hearing sound, and another 15-20s before a picture appeared! The guide took 20s from clicking the button to fully displaying. And from there is took about 4s to return back to the picture. After clicking the Home button, it took 18s for the home screen to appear. Granted today is about the worst it gets, but this is pretty typical, and I did a fresh restart less than an hour ago.

It isn't isolated to one app in particular, and even the native home screen or menus can be unresponsive/sluggish. Videos on Amazon Prime stutter (not buffer) all the way through.

I have a Sony sound bar/sub connected to it via HDMI/ARC, but no other devices nor pen/portable flash drives etc connected to it, nothing out of the ordinary installed on it, and an 80/20mbps stable internet connection (via Ethernet).

To clarify - regardless of firmware version the TV performance has always been the same. It's marginally better after a factory reset, but is back to its old ways within a few weeks if not sooner. In fact, I have never been pleasantly surprised after a factory reset.

Something must be inherently wrong with it. Even friends/family who come round notice how slow it is and are convinced there's something wrong with it.

Oh, and the touchpad remote doesn't work. Stopped working after about 3 months, when it started emitting a high pitched squeal, so I took the batteries out thinking it might explode. I have tried it again since and it's dead. One of the support advisors told me to do some button combination on it to fix it, but that didn't do anything.

It's still under warranty (6 year extended at time of purchase) and really want this sorting now. Problem is the Sony support line is only open Mon-Fri 8am-6pm which is when I'm at work. Quite reluctant to take a day off only for it to not result in a permanent fix, again. Would an engineer visit be out of the question? Any help or advice would be appreciated.

Re: KD-55X8509C painfully slow, latest firmware, factory reset, totally fed up with it

Win_88 — Thu, 29 Oct 2020 14:12:50 GMT

Hi @spooky7

If the TV is up to date and you already tried a factory reset, take a second look at the apps you have on there. Sometimes once you download the apps you usually use, the system may slow down if one of them is misbehaving. This is especially true for VPN apps.

I'd recommend contacting Sony support via email if you don't have the time during the week for phone calls. You can send them a ticket using this link: https://services.sony.co.uk/supportmvc/en/Contact/Email?cat=electronics

Win_88

Re: KD-55X8509C painfully slow, latest firmware, factory reset, totally fed up with it

spooky7 — Sun, 01 Nov 2020 19:03:32 GMT

Hi Win_88, even with the pre-installed apps on there only the performance is poor. I barely use any other apps anyway, and even if it were because of one of those then surely the TV isn't fit for purpose?

Thanks for the link, I have sent a message to Sony support.

Re: KD-55X8509C painfully slow, latest firmware, factory reset, totally fed up with it

Kinnear1967 — Fri, 28 Jun 2024 13:38:14 GMT

Hi. OK, it's been a while but I was wondering if you ever got a solution to this ? I have the same model as you and it has never been right other than the first few months like yourself. It's actually become unworkable now and although it's an older unit the picture is fine and I am loathed to replace it. Any update would be appreciated. Thanks

Re: KD-55X8509C painfully slow, latest firmware, factory reset, totally fed up with it

daveyh64 — Fri, 28 Jun 2024 14:13:45 GMT

This thread is almost 4 years old.

Sony don't support their TVs in perpetuity.

In fact only this day they have posted that any future software updates for a variety of models including yours have ended.

Click on the link below,

https://www.sony.co.uk/electronics/support/lcd-tvs-android-x85xxc-series/kd-55x8509c/software/00343854

The last software update was in April 2021, v5.547, check to see if your TV is on this version.

If not it still may be not too late as the link above says to click on Customer Support which is at the bottom

of the page.

Re: KD-55X8509C painfully slow, latest firmware, factory reset, totally fed up with it

spooky7 — Fri, 28 Jun 2024 14:20:59 GMT

Hi Kinnear1967 - my solution was to get a Chromecast with Google TV and use that instead of the TV's own menu & apps etc. Only problem is you don't get digital TV on it, so you'd have to go back to the TV's menu for that. It does mean you can strip all other apps off the TV though, which helps with the slugginess.

Oh, and the 2nd solution was to never to buy a Sony TV with Android again.

Shame because the picture quality is brilliant, but I recently bought a Samsung and the smart apps/software on that seem really good (and responsive), and the picture quality is excellent.

Re: KD-55X8509C painfully slow, latest firmware, factory reset, totally fed up with it

Anonymous — Fri, 05 Jul 2024 16:27:32 GMT

Hey @Kinnear1967

Have you tried any troubleshooting steps so far?

Also, are there any external devices connected to your TV? What are they?

Re: KD-55X8509C painfully slow, latest firmware, factory reset, totally fed up with it

chrisdolphin — Thu, 01 Aug 2024 21:19:40 GMT

Exactly same has happened to my TV. Been fine for a number of years, suddenly - last 3 weeks, behaves like a complete dog. If there’s no updates, presumably can only be apps impacting performance ? Checked those, deleted many of them (dont use TV operating system at all, use Sky + or Apple TV)

Re: KD-55X8509C painfully slow, latest firmware, factory reset, totally fed up with it

Anonymous — Wed, 07 Aug 2024 16:45:25 GMT

Hey @chrisdolphin

Can you confirm the software version on your TV?

Re: KD-55X8509C painfully slow, latest firmware, factory reset, totally fed up with it

chrisdolphin — Wed, 07 Aug 2024 16:55:30 GMT

To be honest....I gave up and factory reset it and it works fine now !

For info

Model: Bravia 4k 2015

Version: 7

Android security Patch level: 1 Feb 2019

Kernel version

3.10.79

root@BuildHost75 #1

Fri Mar 8 22:32:38 JST 2019

Build: SVP4KDTV15_EU-USER 7.0 NRD91N.S34 5.433 release-keys

Re: KD-55X8509C painfully slow, latest firmware, factory reset, totally fed up with it

Anonymous — Thu, 08 Aug 2024 13:42:30 GMT

Hey @chrisdolphin

Another advice that might work, Can you try to delete the Amazon Prime Video app from your TV permanently, and then test the performance of your TV and let us know how it will go?

Re: KD-55X8509C painfully slow, latest firmware, factory reset, totally fed up with it

chrisdolphin — Thu, 08 Aug 2024 13:58:33 GMT

Performance, since factory reset, has been good.

However, I've now disabled Prime and Netflix - you can't remove the app on my model, only disable or remove updates - which installs the factory original version.

I'll let you know if it improves further...