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Specialist
Posts: 21
Registered: ‎04-11-2017
Message 1 of 5 (1,186 Views)

UBP-X800 Freezes and Shutdowns When Playing Discs

My unit has done this twice now over the past two weeks.  Last night, I was playing 4K disc Oblivion and it abruptly froze up about midway.  It wouldn't respond to any remote commands, and it then shutdown after a few minutes.  After turning it back on, I was able to restart the movie but it didn't remember the play point/chapter.  Last week, I was playing Cpt. America: Civil War.  It kept freezing up about every 10 minutes and would shutdown.  After turning it back on and resuming the play point, it would occur again about 10 minutes later.  I got tired of this after about the 5th time or so; so I reset all the settings on the unit and unplugged the power.  After resetting it, it started acting normally again.

 

Time for a new firmware update and add that Dolby Vision support.

Moderator
Posts: 4,146
Registered: ‎10-20-2014
Message 2 of 5 (1,131 Views)

Re: UBP-X800 Freezes and Shutdowns When Playing Discs

Hi Jikhead,

 

Welcome and thank you for considering SONY Community!

 

Have you tried calling our Technical Support team about this issue?
If so, kindly send your reference number/event ID to me via Private Message(PM) so we can further assist you.

 

Thanks,
>Joffrey

 



Specialist
Posts: 21
Registered: ‎04-11-2017
Message 3 of 5 (1,105 Views)

Re: UBP-X800 Freezes and Shutdowns When Playing Discs

I have not called since it just recently started, and has occurred twice. I posted it here on the community board to see if anyone else is reporting the same problem. I probably won't be able to replicate since it's not a very persistent issue.....yet.
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Specialist
Posts: 21
Registered: ‎04-11-2017
Message 4 of 5 (198 Views)

Re: UBP-X800 Freezes and Shutdowns When Playing Discs

My player is still shutting down, and I find it doing more often as time has gone by. It is pretty consistent now on nearly all my discs, and it usually occurs about every 20 minutes into a movie; freezes & shuts down; I turn it back on; another 20 minutes & it repeats.

I used to be able to reset the player and would usually stop; but now resets are no longer having any effect on it. What's the deal Sony?
Moderator
Posts: 1,466
Registered: ‎11-04-2016
Message 5 of 5 (109 Views)

Re: UBP-X800 Freezes and Shutdowns When Playing Discs

Hi Jikhead,

 

Thank you for considering the SONY Community!

 

We are sad to hear that you're having such issues with your player. We kindly recommend the steps below to isolate the problem.

 

  1. When playing a disc in the Blu-ray Disc® player, there may be a problem with the disc or the unit may need an update.
    1. Remove the disc from the Blu-ray Disc player.
    2. Examine the disc for fingerprints, smudges, or scratches.
    3. Use a soft, dry cloth to clean the disc.
    4. Re-insert the disc into the Blu-ray Disc player and begin playback.
    5. If the issue still occurs, check to see if there are any firmware updates for the Blu-ray Disc player. Go to Drivers and Software.
    6. Attempt to play different discs on the Blu-ray Disc player.
    NOTES:
    • If the issue only occurs with the one disc, then the disc may be faulty.
    • If the issue occurs with all discs, then service may be required.
    • If you are playing back a DivX HD content or any high bitrate files, we recommend using DVD or USB media. Using a DVD or USB media for high bitrate content will eliminate the freezing issue when playing back the movie.
  2. Perform a factory reset
  3. Additional information is available if freezing or rebuffering occurs when watching Internet videos.
  4. When the whole system freezes, perform a power reset.
    1. Unplug the power cord of the Blu-ray Disc player from the electrical outlet.
    2. Let the player remain without power for one minute.
    3. Plug the power cord back into the electrical outlet.
    4. Turn on the Blu-ray Disc player.

If the picture still skips or freezes after performing the steps above, service may be required.

 

 

Best regards,

-Erin

 

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