topic Re: KD-55A1 sound cuts out and Info Banner shows on loud sounds. in Android TV

KD-55A1 sound cuts out and Info Banner shows on loud sounds.

sihayco33 — Fri, 05 Jan 2018 09:31:33 GMT

I think I have found a repeatable fault in the latest issued verion of Android on my A1. I was watching 4k Dunkirk via my UBP-X800 - wired directly to TV HDMI. The TV was set to a volume of 34. Everytime there was a loud explosion on screen, the sound cut out and the Info Banner apeared across the top of the screen.

Switching the the soundbar for the sound, and not using the TV speaker at all, we saw the same symptoms.

Is this a "Safety Feature"? I have carried out a Soft Reset, but no change.

Simon

Re: KD-55A1 sound cuts out and Info Banner shows on loud sounds.

Jecht_Sin — Fri, 05 Jan 2018 09:35:29 GMT

It should be an Android bug where the audio and info banner are related indeed. The banner randomly shows in all Bravia with Android. The good news is that you can fully disable the info banner (in the Channels options I think to remember), the bad news is that I don't know if that will do anything to the audio getting cut out, nor if the banner disappears also when changing TV channel (but one can still press "i+" to get it).

Re: KD-55A1 sound cuts out and Info Banner shows on loud sounds.

sihayco33 — Fri, 05 Jan 2018 09:42:25 GMT

Thank you for your quick reply Jecht_Sin. I shall try the banner disable this evening.

I think the interesting thing is the trigger to the event. Any loud, sudden sounds in the film, bought it on.

Simon

Re: KD-55A1 sound cuts out and Info Banner shows on loud sounds.

ChrisCrash — Sun, 07 Jan 2018 14:29:51 GMT

Last night I suffered exactly the same problem. I have the same 55" A1 with UBP-X800 Blu-ray player. Using the UHD 4K Dunkirk disc, the sound at the loudest parts of the movie would cut out and the Info Banner was displayed. I tried adjusting the HMDI port settings for audio, both at the A1 and the X800, all to no avail. Although not tried, the info banner status would only remove part of the problem, not affecting the cutting out of the sound.

Like you, I too consider that this may be some protective measrue, but even with the A1 volume at lowest levels, the sound still cuts out. This appears to be a problem with the A1 input or the X800 output, but at this time I do not know which.

How many more discs will suffer this problem? It is a recent purchase and I have only played a few movies on the player/TV and none of those have suffered, but neither did these moveis have signifcant loud points, e.g. Martian, Inferno, etc.

Re: KD-55A1 sound cuts out and Info Banner shows on loud sounds.

sihayco33 — Tue, 09 Jan 2018 11:23:59 GMT

I have just heard back from Sony Support on this issue:

"Thank you for contacting Sony support.

We are sorry to learn you are facing an issue with your Sony KD-55A1 in which on a certain Bluray disc and on certain scenes the audio drops out and the info banner appears.

In an attempt to resolve the issue, please follow the below:

1- Turn off the info banner on the TV by going through the steps below:

Home - Settings - Channel Set-Up - Digital Set-Up - Info Banner - Off.

2- Connect an optical cable between the UBP-X800 and KD-55A1.

Furthermore, please reply with the audio settings on your Blu-ray player so that we can investigate the case further".

Re: KD-55A1 sound cuts out and Info Banner shows on loud sounds.

ChrisCrash — Wed, 10 Jan 2018 20:24:52 GMT

Interesting reply!

How is it possible to connect an optical cable when there is no input on the TV for this!!?? There is an optical output, but no input.

Audio settings on the Blu-ray player are quite extensive, being (from memory) in the HDMI port settings as well as the Audio setup menus, so could you be more specific or do you wish all settings?

Re: KD-55A1 sound cuts out and Info Banner shows on loud sounds.

ChrisCrash — Wed, 10 Jan 2018 20:47:33 GMT

Ha, moreover the UBP-X800 doesn't have an optical output!!

Sorry, these comments are not directed at you, but at Sony. Do they know what they are talking about!!

Re: KD-55A1 sound cuts out and Info Banner shows on loud sounds.

sihayco33 — Thu, 11 Jan 2018 18:14:23 GMT

hope this fix below works for you folks. It has worked for me with the Dunkirk movie. I hope it also works for everything else as well.

"With reference to your enquiry regarding your Sony KD-55A1 and UBP-X800, please follow the below in an attempt to resolve the issue on your UBP-X800:

Select Setup on the Home screen
Select Audio Settings
Select BD Audio MIX Setting
Set to OFF (Default is On)"

Best wishes

Simon

Re: KD-55A1 sound cuts out and Info Banner shows on loud sounds.

ChrisCrash — Thu, 11 Jan 2018 19:22:15 GMT

It works!!!

Many thanks for sending this through, some faith in Sony has been restored.

Am puzzled now as to how this default setting has had the effect it has. It would appear to be removing the interactive audio is the key, which I presume is not an issue 'normally'. What will not work as a result?

Thanks for the updates.

Chris

Re: KD-55A1 sound cuts out and Info Banner shows on loud sounds.

Jecht_Sin — Fri, 12 Jan 2018 07:43:19 GMT

@ChrisCrash wrote:

Am puzzled now as to how this default setting has had the effect it has. It would appear to be removing the interactive audio is the key, which I presume is not an issue 'normally'. What will not work as a result?

It seems it has to do with mixing the commentaries when available:

http://docs.esupport.sony.com/btv/nsz/06/06-05_2.html#h3-3

BD audio mix setting

Set the output method for the interactive audio and secondary audio (commentary) when playing a BD that contains such audio.

Press Fn + 1 and select [Picture & sound] - [BD audio mix setting].

On: Outputs the audio obtained by mixing the interactive and secondary audio to the primary audio.
Off: Outputs the primary audio only. Select this to output HD audio signals, such as Dolby TrueHD, to an AV Receiver.

So yeah, I believe it is better to have it turned off anyway.

Re: KD-55A1 sound cuts out and Info Banner shows on loud sounds.

Rhys268 — Sat, 13 Jan 2018 11:12:38 GMT

You're not alone - I have exactly the same problem (also Dunkirk) as does another user on here. Am waiting on Sony's engineers to reply, they've been on this for two weeks and nothing back yet.

Re: KD-55A1 sound cuts out and Info Banner shows on loud sounds.

Rhys268 — Sat, 13 Jan 2018 11:35:56 GMT

Simon - thank you! It works, you've just done more than an awful lot of experts.

Re: KD-55A1 sound cuts out and Info Banner shows on loud sounds.

Ashley3885 — Sat, 03 Feb 2018 12:52:28 GMT

I too am having this issue.

Sony KD65XE8596 TV with a Sony UBP X800 bluray player. Again with Dunkirk!

Ive turned off the banner, and the BD AUDI MIX SETTING. Then when I play it I have audio for the menu but no audio for the film! Once I turn on the BD AUDIO MIX SETTING again i get sound but still cuts out with loud explosions.

Any help please? Driving me mad. 2k worth of kit and it doesn't work correctly.

Re: KD-55A1 sound cuts out and Info Banner shows on loud sounds.

omercymercyme — Wed, 11 Apr 2018 13:49:43 GMT

I'm having exactly the same issue with Dunkirk. I tried the BD Mix off, but there is no sound at all when I do this. Does anyone know why selecting 'off' on BD Mix is resulting in no sound whatsoever. I have a Sony UBP-X 800, SonyKD49XE9005 and a Canton DM75

Btw...I found the response on another thread...Apparently Sony are saying it's a Disc problem.

Further to my last post, I have now had a response from Sony Support. They tell me they have tested the Dunkirk Blu ray and Ultra Blu ray on their equipment and have experienced the same noise drop out etc problem. They have also tested other titles and have found that it is only the Dunkirk Blu ray discs that have the drop out problem and that it only happens on 4K TVs. Sony Support says that they have been in contact with Warners (the producers/distributors of the film) who have confirmed that the discs will react in the way described when shown on 4K TVs, whether Sony TVs or another make. Sony Support say that neither their Blu ray player nor their TV is faulty. So where do we stand? As I mentioned previously, having played the Dunkirk discs on the blu ray player, but onto my non 4k TV, I had no problems. So it seems that one has to either keep the discs and accept that one cannot view the film on 4K TVs without the drop out problem or return the discs. Neither is satisfactory, but I can't think of any other course of action, unfortunately.