topic Rif.: Image retention problem in Android TV

Image retention problem

windymiller9 — Tue, 30 Jun 2020 20:07:39 GMT

I have a KD-55AF8 which has an annoying ghost image at the bottom of the screen which says: "BREAKING NEWS" with a ticker bar underneath it, obviously from Sky News which I watch frequently, It's only a faint image but is more noticeable when watching footy with the plain green pitch background.

I've tried "Panel Refresh" from the Settings/Display menu but it's still the same.

Is it possible to remove or is it burnt on the screen permanently?

Rif.: Image retention problem

rooobb — Wed, 01 Jul 2020 09:23:33 GMT

If it doesn't go away just switching off the tv for an hour or even with the panel refresh you did, it is burnt.

Did you leave the tv on standby and plugged to the power when you are non-watching it?

Rif.: Image retention problem

windymiller9 — Wed, 01 Jul 2020 11:02:19 GMT

Thanks for your reply:

When we're finished watching I switch off the Sky box from the remote and the same on the Sony remote, the top right green button, which I presume is Standby mode!

Should the TV be switched off from the mains switch?

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rooobb — Wed, 01 Jul 2020 11:59:38 GMT

No it shouldn't other ways it could not make the panel refresh due every 4 hours of use. Contact sony support in order to see what they can do about it. Out of curiosity how much hours a day you mean by frequently watch sky news?

Rif.: Image retention problem

windymiller9 — Wed, 01 Jul 2020 12:12:01 GMT

Being watching The Briefing on Sky News, every day till it finished, then late night CNN News for a good hour after prime time viewing.

Will contact Sony Support, as you suggested, so thank you very much for your help...

Rif.: Image retention problem

windymiller9 — Mon, 20 Jul 2020 20:56:29 GMT

Well, I contacted Sony Support and they were helpful, talking me through different things to try and finally performing a Factory Reset which made no difference to the image retention problem. I was moved up to the next level and the following day informed that there was nothing more they could do as the problem wasn't covered under warranty, incidently the set is only 18 months old, and that I should contact my local Sony Repair centre, which I did. I was informed it would cost £1300 for a replacement refurb Sony OLED which in my book is an utter disgrace...

I rang the large department store I purchased it from and they said that Sony warranty doesn't cover image retention as it caused by user misuse of the set ie.watching hours of tv on a programme with bright, intense banners.

I certainly haven't being doing that and I'm very disappointed with Sony.

Can anyone offer any advice?

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RottenFoxBreath — Tue, 21 Jul 2020 06:41:45 GMT

Well, don't watch hours of Sky, or news programmes with tickers, would be good advice.

Being honest, I can't see why Sony should pay for your mistake.

Thing is, it's noted in the manuals, and I don't think any manufacturer would back up warranty on user damage, which it is, no matter how you look at it.

Plasma was the same, user error mostly, channel logos, and news tickers being the main culprits.

And for it to actually be readable, in "Breaking News" would indicate you do tend to watch it for quite a bit.

The brighter the screen the quicker it happens.

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LGSAMy — Tue, 21 Jul 2020 09:35:45 GMT

How is watching broadcast TV a mistake regardless of what the content? . Not fit for purpose.

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rooobb — Tue, 21 Jul 2020 09:59:00 GMT

The problem is the use you do with the tv. In the warning is clearly stated (overstated let me say) what you should not do with the tv:

"The following are examples of images that may cause image retention:
• Content with black bars either on the top and bottom and/or the left and right sides of the screen. (for example, Letterboxed,4:3 screen, Standard definition)
• Static images such as photos.
• Video games that might have static content in some part of the screen.
• On-screen menus, programme guides, channel logos etc.
• Static content from applications.
• On-screen tickers, such as those used for news and headlines"

Now the question is: How much and how long did you watch news or alike on your tv?

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windymiller9 — Tue, 21 Jul 2020 11:04:21 GMT

Totally agree; when you outlay £2000+ on a supposedly top of the range OLED TV, you would expect to watch your favourite programmes for a bit longer. I did watch Sky News during lockdown and the 5.00pm Briefings, but not all day, so can you class that as extreme viewing?

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rooobb — Tue, 21 Jul 2020 11:22:26 GMT

@windymiller9 with whom you totally agree?

Money spent doesn't mean anything: if you buy a Ferrari to run only inside the city on low gear you will destroy it despite spending 1 million pounds over a Fiat Panda.

If you have informed yourself before buying an OLED you should have a view of what is too much for an OLED https://www.rtings.com/tv/learn/real-life-oled-burn-in-test

if you set it over bright (200 nits or above at maximum luminance) and watch news with bold thicker for 20 hours a day after, less than 15 weeks you burn it. Now make the maths in your use case and see if you misused the tv or not in your 18 months usage

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RottenFoxBreath — Tue, 21 Jul 2020 14:40:21 GMT

@windymiller9 wrote:
Totally agree; when you outlay £2000+ on a supposedly top of the range OLED TV, you would expect to watch your favourite programmes for a bit longer. I did watch Sky News during lockdown and the 5.00pm Briefings, but not all day, so can you class that as extreme viewing?

Yeah, but I don't see why spending £2000 lets you watch tv for longer, that's just daft.

You can watch tv on a £99 lcd for hours a day, it's just that technology is a bit more sturdy than OLED, so retention takes a long long time, and even longer for permanent burn in.

So you have been watching an hour or two of tickers, and who knows what brightness, and an hour or two of late night logos/tickers then the tv is off for the night.

Next day, when the retention isn't quite cleared, you are basically topping it up, so rinse and repeat that for 18 months.

That's the thing with OLED and Plasma in it's day, it's fragile, the reviews say it can be, the manuals say it can be, and the owners know it can be, as they see it happen.

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windymiller9 — Tue, 21 Jul 2020 19:30:13 GMT

When I was experimenting with HDR broadcasts from Sky a few weeks ago, I set the Picture Mode from standard to vivid and the screen resolution from 1080p to 2160p-10bit as required for UHD broadcasts. It was after I had done that I noticed the image retention at the bottom of the screen, do you think those settings changes have contributed towards the problem?

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rooobb — Tue, 21 Jul 2020 19:40:38 GMT

You cannot change the resolution of the tv screen. And setting the picture mode to vivid is far too bright, saturated and really a nonsense for buying an oled at all. Yes setting an oled to vivid and watching news all the time is a bad way to use an OLED and prone to burning.

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RottenFoxBreath — Tue, 21 Jul 2020 23:25:53 GMT

Yeh, totally agree, vivid is not the way to go.

Thats just like those daft bright modes they used to set lcds on in stores to make them pop, and no way meant for home viewing.

If that's only been a few weeks, it goes to show you just how easy it can go bad.

I guess most damage was done over time, but in the past few weeks, that panels fate was sealed.

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windymiller9 — Tue, 21 Jul 2020 23:31:33 GMT

Thanks for your help!

Should of read the small print in the manual...

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Happyrobot — Sun, 14 Mar 2021 12:27:24 GMT

Windymiller9, no you shouldn't have had to read the small print in the manual!

Please don't listen to the 'enthusiasts' on here. Your TV is not fit for purpose.

The Consumer Rights Act 2015 protects you. In your case, you are a consumer and would a 'reasonable consumer' believe they cannot watch TV in the way they want? Absolutely not.

You are not made aware of these flaws at the time of purchase and the retailer cannot deny you your rights.

If you purchased via credit card, claim a section 75. If you didn't, send a letter to head office with recorded delivery and see what their final offer is. If they refuse to help, your next step is to use an ADR service or contact the financial ombudsman.

The Ferrari example is laughable.

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Happyrobot — Fri, 18 Jun 2021 17:57:38 GMT

How many hours is 'hours'? There is no definition of hours. Anything two or more is 'hours'.