topic Re: UBP-X800M2 freeze during 4K playback in Home Cinema, Projectors & Players

UBP-X800M2 freeze during 4K playback

glenstrup — Mon, 01 Jun 2020 16:38:44 GMT

My UBP-X800M2 constantly freeze after approximately one hour of 4K playback. IT happens with any of my 4K discs.

Any ideas?

Re: UBP-X800M2 freeze during 4K playback

briasmit9 — Sat, 06 Jun 2020 10:15:12 GMT

Hi,

I have an x800m2 and mine doesn't. You could look and see whether you need a firmware update and reset yo factory settings as it could be a firmware or setting irregularity. Re the latter, having pressed 'Home' on the remote, check to see if playback of BD discs is set to Auto so as to include 4k.I always leave dolby vision on myself. It myself. You could also try blu ray discs and dvds. Another option is to try the relevant 4k discs on another player to check whether they are the fault

Should the problem persist. Get it booked in on this site for repair as less than 12 months old.

Re: UBP-X800M2 freeze during 4K playback

clifftomkins — Tue, 08 Sep 2020 19:12:58 GMT

Sony support have had me trying various changes including new cables, reboots, factory reset etc.

Its not as though I am trying to mix manufacturers - AVR is STR-DA5800ES & Projector is VPL-VW570ES.

The player is less than a year old and with the all-in cost I would not expect to have to re-cable (floor and carpet up).

What next Sony?

Re: UBP-X800M2 freeze during 4K playback

glenstrup — Tue, 08 Sep 2020 19:46:20 GMT

I found the problem myself. At my place this was a case of overheating.

I moved the player to a cooler place and the problem was solved.

My old sony blu ray was fine at the first location, but this one wasn't.

Re: UBP-X800M2 freeze during 4K playback

clifftomkins — Wed, 09 Sep 2020 17:02:51 GMT

Thank s for the suggestion and I will try it.
I already have a fan running when the Amp is on.
It may be a day or two before I get the chance to try but I will let you
know how it goes.

Re: UBP-X800M2 freeze during 4K playback

clifftomkins — Sat, 12 Sep 2020 09:50:16 GMT

Regret to say with the player out of the cupboard and away from any heat it started to freeze after about an hour for a few seconds each time. This was just a DVD.

I think it is time after 40+ years of purchasing or specifying SONY, I look elsewhere.

Re: UBP-X800M2 freeze during 4K playback

peterfranklin — Sun, 13 Sep 2020 16:50:13 GMT

I'm now on my second UBP-X800, which has exactly the same problem locking up after about an hour playing blu ray or UHD discs. This happens on about half of all rental discs, and has also happened on brand new discs fresh out the box.

When I had the problem on the first player, Sony support gave me a long list of checks to make, which I did without success. The last check was sending it to a repair centre, which would have cost me a fair bit of fuel cost to get there. So, as it was less than a year old I sent it back to Amazon and got a replacement.

My previous blu-ray player from Sony was perfect, as was the Sony AV receiver. Since upgrading to UHD with new Sony kit I've had issues (including with the AV receiver). I'm also losing my faith in Sony quality after many years of loyal custom.

Interesting note on overheating. Mine sits on a shelf with plenty of space on all sides, so I don't think this causes the problem - unless of course the player is intrinsically overheating?

Official response from Sony please!

Re: UBP-X800M2 freeze during 4K playback

dreamvisual — Wed, 30 Dec 2020 21:18:41 GMT

I have had the same freezing issue in both the 700 and 800m2. I work in software and believe the issue to be with memory management. I have experienced issues with The Matrix, Ready Player One and Harry Potter on UHD, all freezing after about 1.5 hrs of playback. Given this problem traverses both product lines, I am inclined to think it is a software defect with the firmware. I will be returning my Sony 800m2, and trying another vendor completely since Sony is failing to recognize this problem and put their back into problem management as it pertains to this freezing issue.

Re: UBP-X800M2 freeze during 4K playback

clifftomkins — Wed, 30 Dec 2020 21:23:13 GMT

Yes I changed to Panasonic and no problems so far.

Re: UBP-X800M2 freeze during 4K playback

peterfranklin — Thu, 31 Dec 2020 09:24:30 GMT

Your recent post prompted me to let you know about the way I got round the problem with my set up.

I have disconnected the BD player from the Sony AV receiver and plugged it directly into the Sony TV. Since then it hasn't locked up.

Interestingly, Sony support did suggest this as part of their checklist, saying that it can cause problems. I'd of thought compatibility should be designed into Sony components meant to connect together - but hey ho.

Re: UBP-X800M2 freeze during 4K playback

glenstrup — Thu, 31 Dec 2020 11:39:58 GMT

Thanks.

This solution could also be what is working for me.

I had to connect the BD directly to the TV since the AV couldn't pass the 4K signal.

This is actually very annoying, since the AV can't change to the BD input from the sound output of the BD.

Re: UBP-X800M2 freeze during 4K playback

Bitterman — Mon, 20 Sep 2021 08:51:24 GMT

HI, I got my unit in Jan2021.

All except 1 4K Disk has stopped. Usually 1.25-1.5 hours in. All other discs are fine. (last night 1hr 36mins)

Occasionally the machine pauses and misses a minute or so but more often freezes and won't respond until I eject the Disc, then I resume from the point and it works fine to the end.

I had hoped the recent Firmware update would help but it has not.

HDMI for Video to TV HDMI fo sound to Denon AVR, unit is on a shelf not another piece of equipment.

I am now going to contact support for a replacement/repair.

Re: UBP-X800M2 freeze during 4K playback

HannahEd01 — Tue, 21 Sep 2021 16:25:06 GMT

Hi Bitterman, there's actually a recent firmware update, try it: https://www.sony.co.uk/electronics/support/home-video-blu-ray-disc-players-recorders/ubp-x800m2/software/00266602

Re: UBP-X800M2 freeze during 4K playback

HannahEd01 — Wed, 22 Sep 2021 14:15:33 GMT

Hi Bitterman, there's actually a recent firmware update, try it: https://www.sony.co.uk/electronics/support/home-video-blu-ray-disc-players-recorders/ubp-x800m2/software/00266602

Re: UBP-X800M2 freeze during 4K playback

CFH2021 — Tue, 10 May 2022 21:05:44 GMT

I have the same issue with a brand new unit connected to our A90J. Every single 4K disc has frozen, requiring a restart! It seems to occur have an hour or so. I thought our A90J remote would control the 800M2 if it does not! Seeking another option.

Re: UBP-X800M2 freeze during 4K playback

Bitterman — Wed, 11 May 2022 07:17:44 GMT

Sorry for very late response, I updated other AV sites I had posted on and where I purchased the unit but forgot here.

I performed the Firmware update, the machine then had a major wobble.

After a complete power off and Factory reset my player has never failed to play any disc.

Re: UBP-X800M2 freeze during 4K playback

Bitterman — Wed, 11 May 2022 07:20:15 GMT

No facility to edit reply!

I did the update soon after it was released. So I have had time for quite a few discs to play without locking, stopping or skipping.

Re: UBP-X800M2 freeze during 4K playback

HannahEd01 — Wed, 11 May 2022 15:36:44 GMT

Hi CFH2021, did you try any of the steps on this thread?

Re: UBP-X800M2 freeze during 4K playback

Bitterman — Tue, 21 Jun 2022 12:33:08 GMT

Updated to latest firmware June2022 and first 4K has stuttered and skipped at the 1hr 31ish mark.

Going to do a full factory reset and power cycle and see what happens.

Re: UBP-X800M2 freeze during 4K playback

Bitterman — Mon, 01 Aug 2022 11:51:14 GMT

Latest Firmware has definitely caused my machine to go back to skipping( when changing Disc layer I presume as its usually around the 1.30 to 1.45 runtime point)

This time at 1:46 on Ambulance.

Once the Disc was ejected and put back in play resumed until the end.

Now to contact Support on this, I would like to revert back to the last firmware if possible.

Shame as this firmware allows my player to see my old NAS device.