Article ID : 00203827 / Last Modified : 14/08/2019

Unable to display audio or video on the BRAVIA TV from the 4K Ultra HD Blu-ray Disc.

The TV does not display video or sound when trying to view a 4K Ultra HD Blu-ray disc.

    We are currently investigating the cause.

    If you are experiencing this issue with Sony’s 4K UHD Blu-ray Disc player, please follow the steps below.

    1. This issue has been addressed in the new software update on Blu-ray Disc player. Update the Blu-ray Disc player with the latest software.
    2. Disconnect and connect again the HDMI cable. 
      NOTE: Make sure to use a Premium High Speed HDMI Cable or High Speed HDMI Cable that supports 18 Gbps bandwidth.
    3. From the Screen Settings menu on Blu-ray Disc player, change the 4K Upscale Setting from Auto1 to Auto2.
      1. Using the Blu-ray Disc player remote control, press the Home button.
      2. Select Setup.
      3. Select Screen Settings.
      4. Select 4K Upscale Setting.
      5. Select Auto2.