XR65-AJ80 stereo/multichannel sound lost on web apps (iplayer, C4) when skipping

[newyankee]

I am wondering if anyone else has noticed the following issue.

When playing content on the UK catchup services apps (and others that use the HbbTV/web app scheme) with multichannel sound or just stereo: Sound is fine when played from the start of the programme. However, when fast forwarding or rewinding, sound reverts to mono. This is regardless of the output used (TV speakers, headset, HDMI ARC, optical out). 

I have already contacted sony support at the beginning of December 2023, exchanged 100+ e-mails. I had a service technician sent out to replace the mainboard with no effect (surprise!).

I have begged that this issue be forwarded to software engineering. All with zero success. 

What else can I do? Yes, I have already added a Chromecast with google TV, so that I now have 2 google TVs in one.

[newyankee]

@Anonymous 

1. Please read the full thread. The sound issue is present regardless of DNS/VPN, IP home country. This is not internet service related. It is identical on any web streaming 
2. Please don't go down the route of blaming the customer. It is not always the customers' fault

And sorry, I can't refrain from commenting your suggested solution with the following. You might as well recommend that I refrain from using a SONY TV. 

[Anonymous]

Hey @newyankee 

I'd recommend in that case that you contact Sony support team again

[anth1234]

Hi

Did you get this fixed?

I have exactly the same problem as you just skipping 10 seconds make the sound mono.  I think pausing it also does the same.  Amazon fire stick does not have the problem.  I have a 75" X90 so not cheap.  Just finding a lot of bugs in the software starting to wish had got a TV from another manufacturer...  Still trying to find the cause of the lip sync problems in Netflix...  The mono sound is a really big problem if you have a centre channel.  Its really obvious that its mono.  Not checked if the same problem with the built in speakers.  Currently using a Denon X3800.

Can an actual software dev look at this please.  I work as a software developer and I have tried every setting nothing works.  Its clearly a bug in the iPlayer versions used in some Sony TV's.  Resetting to factory settings never fixed it.

Thanks

Anthony

[newyankee · Accepted solution]

Sorry for the late reply.

The problem never got fixed - as in a proper fix. However, after 11 months of persistence, I got my TV replaced in the end. 

From my perspective, the bug is in the GTV framework within the HbbTV scheme. Software developers never got involved in the support chain. Which was extremely annoying, because the discussion with low level support agents really turned absurd repeatedly.

I never want to have to go through this kind process again. It resulted in 124 e-mails over the course almost one year.