Sony Support

Article ID : 00203827 / Last Modified : 02/11/2018

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.

Applicable Products and Categories of This Article

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.