Sony X90J Screen Issue - Horizontal Lines From Boxes

[Karinthi]

Hey, so was wondering if anyone has any idea on this weird issue that has cropped up on my new XR-55X90J.

Essentially, if there is a lighter line, or box, on top of a darker colour I have this lighter horizontal line that crosses the entire screen. I've attached a picture of the PS5 settings menu, where it is most prominent and the Google TV settings menu, where it's less visible but still there to show it's not a PS5 or HDMI issue. It's also on the Xbox and TV Youtube App.

I know it's a little hard to see in the pictures but it's far more prominent on the TV itself. Hopefully it's not compressed so you can't see how bad it is.

The odd thing is, I had the TV for two days and it was perfect, but the power link to PS5 was a little temperamental so I turned it off along with HDCP and then turned them back on again. It was after I did that, that I noticed it.

Any idea on what could have happened or what I could do? I've contacted Sony already and sent them a video of it. My other option is to return and replace with the retailer but they're out of stock at the moment so I'll have to wait.

It just seems to me that it's more of a firmware/software issue than a screen issue but I could be completely wrong.

Steps I've tried:

Factory Reset
Picture Settings
HDMI Settings
Unplugging TV for period of time

Any help would be appreciated!

[HannahEd01]

Hi, if you have the latest software version: https://www.sony.co.uk/electronics/support/lcd-tvs-android-x90j_x91j_x92j_x93j_x94j-series-50-75-100...

There's nothing much you can do other than contacting Sony to look into it: https://services.sony.co.uk/supportmvc/en/Contact/Email?cat=televisions-projectors1

[Karinthi]

Hi Hannah,

That's what I thought.

To be honest though, I actually have a different firmware than that. I have one that seems to be a newer one. I have V6.3640, not V.6.3628 like on Sonys site.

[Joe_Dohn]

Have you tried reaching out to Sony as Hannah recommended? I second that (plus, I'm curious about what would cause this? 🤔)

[Karinthi]

I sure have.

I had a live chat with them, were we soft reset and factory reset (which they were certain would fix it).

After that, they had me send in a lot of details about the TV, when it started and all that jazz along with loads of videos. I then had an email yesterday saying they were looking into it and let me know their findings.

In the meantime I've managed to get a X94J which I wanted in the first place, which I'll set up tomorrow but I'll be honest, I'm a little hesitant since I'm worried this issue will crop up again and if it does, I have no idea how it can be fixed...

[Joe_Dohn]

If they asked for a lot of information and videos, that means they're probably trying to recreate the issue on their end.

Do let us know when you receive a reply as this is new to me personally and I've not seen something quite like this before so I'm quite curious as to what would cause this.

Thanks a lot for taking the time to share this info with us!

- JD

[Karinthi]

Hi Joe,

They asked for more info today which I sent off but I've done my own research over the last few days...

I have three Sony TVs (four including this 90J). A 95H in the living room, a 94J in the games room (with the PS5) and a 90F in the bedroom.

All connected to different sockets with different things in the HDMI ports, nothing similar aside from them being Sony... All with this issue. The 95H is much much less noticeable but the 90F is pretty much the same. The thing I've been using the 90F for 4 years and the 95H since October last year and have never ever seen this issue before.

So either all the TVs developed this issue all at once or something external is causing it, but I have no idea what it could be or how I would fix it... 

The other option is that my TVs have always had this and I've never noticed. I don't believe that since I'm certain I would have seen it by now but the 90F was used for years, unplugged for a week (replaced by the 90J and mounted in the bedroom) and I looked out of sheer curiosity when I turned it back on and there it was if I looked for it.

Long story short, I have no idea what to do... 

[Piscie]

This is extremely odd that all of 3 different TVs developed almost the same fault at the same time! I would say that you need to make sure that all of them are running on the latest software version, also make sure to get the latest version which is released on the website as sometimes the TV doesn't recognize the upgrade, which happened with me. If so, keep following up with the customer service, surely they would bring up a solution.