Disappointed in Sony – LCD TV Servere HDMI Sound Issues (KDL-52V5100)
So the wife and I love to play Xbox 360 together and up until recently we only had a single 32″ LCD TV (Sony) that we’ve had for nearly 4 years and it has been an amazing problem-free TV. We decided to pick up a second Xbox 360 and a new TV and we figured if we were going to get a new TV we might as well get something we really like and ended up choosing a Sony 52″ LCD TV because it’s a beautiful TV, has a wonderful picture, and we’ve had amazing performance out of our current Sony LCD TV. As it turns out our decision to choose the Sony TV was a mistake.
I’ll admit that I didn’t do the appropriate research before choosing this TV and had I done so I likely would have avoided this model but at this point it’s too late to do anything about it. Almost daily the TV will begin having HDMI sound issues where the sound signal loses it’s continuity – it sounds almost as though somebody is muting and then unmuting the sound very quickly once every second or so which is at the least very annoying and it doesn’t stop there. About 5 minutes after the sound begins having issues it will start to cut out for extended periods of time of up to 15 or 20 seconds and then go back to cutting in and out quickly. Sometimes the sound simply drops out all together and doesn’t come back – the solution to all of these problems is to unplug the TV and to plug it back in. We’ve tried simply powering off the TV, switching HDMI ports, switching Xbox 360s, trying other HD input sources, trying different HDMI cables and the result is that the TV has issues.
I hope that this article will come up in a search and help anybody considering this model to choose another less problematic TV. I’m not trying to bash Sony here (they do make some good products) but they obviously didn’t test this TV thoroughly and once the issue was reported they did release a software update that hasn’t fixed the issue. When I called Sony about this they told me that I had the latest software on the TV (which I had already verified on my own) and that there was no solution to the issue.
I uploaded a clip of the TV acting up – it’s fairly long and I do discuss the issues with my wife a little in the background. I was holding an Xbox 360 controller as well as the TV remote during most of the video. I did hit Mute a couple of times during the video to demonstrate that we’re not just muting the sound (it would show up in the bottom left hand corner) and to illustrate that it’s an issue with the TV.
Update – 04/23/2010
So after doing a lot of research and reading I managed to get my hands on a “secret” copy of the firmware for this TV with a release date of 12/04/2009 which is 4 months newer than the latest version on the site and that was previously on the TV. This came directly from a Sony engineer here in the US and due to the nature of the firmware it wipes out all existing settings on the TV (any customizations made to picture, etc) which is why it’s not posted on the site or so that is what I was told.
I’ve installed the new software, tweaked all of my settings back and so far so good. We played about 5 hours of Call of Duty: Modern Warfare 2 without any HDMI audio issues and personally I think the picture looks brighter/better than it did previously but that could just be me looking closer than I did before. I’ll definitely update this post in a couple of weeks after I’ve had enough time to conclusively say that it’s resolved the HDMI sound issues and if that’s the case I’ll make a download of the firmware available. If you have this TV and want to try the firmware drop me a comment and I’ll get it over to you via email.
PDF 
http://esupport.sony.com/US/perl/swu-list.pl?mdl=KDL52V5100
put the files on a fat32 formatted usb drive
1. The TV is already running “ER4.11-E2″
2. Already tried this as a last-ditch effort, didn’t resolve the issue.
I have the same TV and am having HDMI sound issues like you wrote about
I would like a copy of the secret firmware
Thanks in advance
@michael
The secret firmware didn’t fix the sound issues unfortunately. I’ve swapped the TV out for a comparable Toshiba unfortunately.
I WOULD LIKE TO TRY THE NEW FIRMWARE ANYWAY
1. Don’t use all caps, it’s not going to get you anywhere any faster.
2. It’s available if you search – I can tell you the link is somewhere in this thread but I don’t remember exactly which post: http://www.avsforum.com/avs-vb/showthread.php?t=1129222&page=130
Good luck.
sony released a new firmware in August 2010. unfortunaltly it did not resolve HDMI sound issue
I have the same problems. How do I get the firmware? This is driving me crazy. I can make it stop by switching to surround but now sometimes hair had a purple tent. This TV is only about 3 months old. Frustrating since I paid more for Sony!
@Katherine – Unfortunately the firmware did not resolve the issue. I ended up trading in for a Toshiba however I’ve now settled on a Samsung.
I wish I’d found this before buying the TV — I have the same HDMI issues. Sony has lost me as a customer for life over this one.
I fought with Sony about this model’s HDMI sound issues for about 7 or 8 months. They sent a tech to replace the motherboard twice…on both of my v5100 tv’s (I have a 40″ and a 52″). It seemed like Sony was trying to make efforts that they knew wouldn’t fix the problem with this flawed model until my warranties finally expired. Eventually, I found the email of a Sony VP and emailed him my story. Within 2 weeks I had 2 EX700 series replacement TV’s, and I’m happy with them so far. No real complaints so far…other than I think the picture was a tiny bit better (especially the color of skin tones) with the v5100…maybe I just need to spend a little bit more time tweaking my calibrations or use a blu-ray DVE. It’s a shame, because without the annoying sound issues the v5100 would be a beautiful lcd for the price…the picture quality is great. I will gladly post the email address if anybody on here wants to both a Sony VP over this and hopefully get some results…because dealing with Sony’s customer support is a nightmare. I will never buy another sony product just so I don’t have to deal with that headache ever again.
@Dave
Hi Dave. I am sound issues too. Can you please email the VP’s email address? My email is Sandy123Mike@yahoo.com
@Dave
Could you post the email address, I’m having the same issue of intermitant sound issues and one HDMI port not working. Firmware from Sony was downloaded back in Aug 2010 and the issue is still there. When this service tech leaves today and I experience just one sound outage they will be called back. I do have a service agreement which is good till next year.
Today the service techs from Sears came out and ordered a new motherboard. Will be installed on the 16th of Dec. Now this is what they said, That if this did not correct the issue on the intermittant sound and and the HDMI port that doesnt work then it would be a compatalbility issue with the cable box as the surround and blu ray are both Sony pieces. I told them the box has been changed out 3 times and have never been an issue with the other Sony we have.
Sony replaced my motherboard, but the sound problem still exists. I am going to try using component video cables instead of HDMI to see it solves the sound problem. Component video cables are 1080p just like HDMI.
Dec 16 Sears came out and replaced the motherboard. My warranty is up in 2012 so I am covered. this visit alone to replace the boards was over 500.00. Thank goodness I paid for a service agreemen.,
The sound did go off but we are also having sun flairs up. Sandra keep calling on your TV. We all work hard to pay for this and we shouldnt have any issues.
I am having the same issues I have upgraded my firmwar several times the Board was replaced. I am waiting on my second board replacement now and I also am waiting on a reply from sonyservicevp@am.sony.com the service shop I am working with said keep bitching to sony he has not seen them fix this one yet and they will send a new tv
Having HDMI problems. No picture or sound for five minutes then it’s OK. Direct changed their box, still would not work. Tech connected to DVD/VCR port. and got a good picture, not high def. Unfortunaely I can not watch DVD movies. Direct says the problem is the HDMI box???. We bought this set because we had a wonderful Sony Vega, No problems. Sold it with the old house because it weighed 300+ lbs. We did not buy an extended warrenty for the 52 HDTV. Now what? The Sony recommended repair service wants $200. Just to come look at it, and take to their shop, plus parts. They don’t say what the part costs. After reading that this procedure did not work for long, I’m tempted to let the darn thing play through the DVD input port.
I also had sound problems and sonytech rep. replaced my board on 6/25/10 and the problem was fixed. Now I have lost not only the sound but also picture and the tech rep. told me the board has gone bad. No hdmi on any port will work for anything, blue-ray, dvd, nor Dish sat. I have a blank screen with no signal. The tech rep the board is only good up to the end of the 1 yr. warranty. So much for top of the line Sony. Dave could you send me the Sony VP e-mail address.
i have the same problem but with a sanyo 42′ tv
Well Here it is April 20, 2011 and sound is still cutting off. Motherboard was replaced and now another service call will be placed. Cable box was replaced 2 times, Sound system is Sony and A Sony blue ray player.
Inorder to get the sound one must go up or down a channel to bring sound back.
I’m back again to report Sears Tec came back out to install the firmware, the new improved firmware sent by Sony. It corrupted the brand new board that Sears Tech replaced back on Dec 16, 2010. Now I have NO sound on the TV. They had to reroute the sound direct to my Sound system. He just so happened to have a NEW board for this make and model of TV. I asked him so there must be more TV out there and he avoided my question. The tech will be back on Fri with a helper to reinstall the new board. He also will be giving me a card to call the Sears consumer advisory in getting this rectified.
would like to report that I installed new firmware a few weeks ago and so far everything is working fine. no more sound drop out issues. thanks to Sony for not giving up on this problem
and finally fixing it even though it took 1 1/2 years. my faith has been restored.
We purchase the KDL52V5100 in Dec 2010. Have had sound issuses since the beginning. Got the run around. First excuse was it had to be the satellite signal. Now the had Sony order a new motherboard that has now been installed along with the new firmware update. We are still having sound issuses. I would love to see you post the VP’s email address so we all can get something done about our TV’s
@Horsein
We also had trouble with no picture or sound on our KDL52v5100. Our two other model Sonys worked fine. The place we bought the TV’s convinced us that it had to be the Satellite. Called our Satellite guy and he checked things out and also thought it could be the Satellite receiver. Ordered new one. Nothing changed. Called TV store back and finally they told us to do a hard reset on the TV. That fixed the no picture no sound at that time. Unfortunately the sound dropping off issues are still happening and we too have had our motherboard replaced and firmware updated.
Yesterday a service tech came to update my firmware to E3 from E228. Found this newest update on Sonys website for model KDL52V5100. While he was here he could not get the new firmware to update. He proceeded to look at the settings on the satellite receiver. In the system settings he changed the sound from Dolby digital to PCM only. He explained that a Sony tech suggested this to him. So far so good, no sound dropping off. He plans on coming back to do the update, still hoping the setting change does the trick.
i have a VIZIO 55 and have the EXACT same sound issues.
I’m sorry to hear that ww.
Just received this notice:
Notice for Sony BRAVIA LCD HDTV
Models KDL-40V3000, KDL-40VL130, KDL-40W3000, KDL-40WL135, KDL-40XBR4, and KDL-40XBR5
Dear Valued Customer,
It has come to our attention through reports in Japan that in rare cases a particular component incorporated in certain models of 40” BRAVIA LCD HDTV [Model Nos. KDL-40V3000, KDL-40VL130, KDL-40W3000, KDL-40WL135, KDL-40XBR4, and KDL-40XBR5] was damaged and as a result, may overheat and at times ignite inside of the television. This could possibly result in a hole at a part of the cabinet ceiling. We have no reports of any resulting damages to other property or bodily injuries.
We know our customers choose Sony based in large part to the trust associated with our brand and the products and services we so strongly stand behind. We will not take your trust for granted and are committed to addressing this issue proactively.
Beginning immediately, Sony offers all customers of the affected models [Model Nos. KDL-40V3000, KDL-40VL130, KDL-40W3000, KDL-40WL135, KDL-40XBR4, and KDL-40XBR5] a free evaluation for the covered product. If you have any covered product unit, please visit http://www.updatemytv.com to schedule a dedicated service technician to perform an evaluation.
When a request is made, Sony’s service representative will promptly visit and evaluate your television, and repair it at no charge if an affected component is found.
IMPORTANT: In the meantime, if you have a covered television and if you notice any abnormality in your TV unit and its performance (e.g.; unusual noise, unusual smell, or smoking), please immediately turn the unit off, unplug the cord, cease using the TV, and contact us. We have confirmed that the symptoms do not occur when power is off.
You can confirm the model number of your TV by looking at the label on the rear of the television. Additionally, the model number can be found on your warranty card. If your television is one of the models identified above, please contact us at your earliest convenience at http://www.updatemytv.com or toll-free at (888) 868-7389 to schedule your free evaluation.
Sincerely,
Brian M. Siegel
Vice President, Television
Sony Electronics Inc.
Could someone email me an “older” firmware for my KDL 52v5100
@comcast.net
I recently updated to the newest ER4.12-E328 ever since my TV has now lost all HDMI inputs. I just get “no signal”
Editor Comment: Please do not publicly post your email address. Anybody making the firmware available can use a public file upload service. In the event another commenter has an older firmware for you and posts a comment as such, I can connect you to them without exposing your email address to the public.
I own both a KDL-52V5100 and KDL-40V5100, both exhibited the HDMI sound drop out for years. GOOD NEWS: As of Nov 2011, the ER4.12-E328 (Upgraded from E228) solved the issue for BOTH TVs. This was released April 4/20/2011. After 2 years, I was ready to trade them in, but all is good.
Links:
KDL-52V5100
http://esupport.sony.com/US/perl/swu-download.pl?mdl=KDL52V5100&upd_id=6533&os_group_id=18
KDL-40V5100
http://esupport.sony.com/US/perl/swu-download.pl?mdl=KDL40V5100&upd_id=6529&os_group_id=18
(Links may wrap)