Article ID : 00008474 / Last Modified : 09/16/2016

The picture skips or freezes when playing a Blu-ray Disc movie.

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If the picture skips or freezes when playing a movie with the home theater system, follow the steps below.

  1. When playing a disc in the Blu-ray Disc® player, there may be a problem with the disc or the unit may need an update.
    1. Remove the disc from the Blu-ray Disc player.
    2. Examine the disc for fingerprints, smudges, or scratches.
    3. Use a soft, dry cloth to clean the disc.
    4. Re-insert the disc into the Blu-ray Disc player and begin playback.
    5. If the issue still occurs, check to see if there are any firmware updates  for the Blu-ray Disc player. Downloads are posted on your model support page.
    6. Attempt to play different discs on the Blu-ray Disc player.
    NOTES:
    • If the issue only occurs with the one disc, then the disc may be faulty.
    • If the issue occurs with all discs, then service may be required.
    • If you are playing back a DivX HD content or any high bit rate files, we recommend using DVD or USB media. Using a DVD or USB media for high bit rate content will eliminate the freezing issue when playing back the movie.
  2. Perform a factory reset
  3. Additional information is available if freezing or rebuffering occurs when watching Internet videos.
  4. When whole system freezes, perform power reset.
    1. Unplug the power cord of the Blu-ray Disc player from the electrical outlet.
    2. Let the player remain without power for one minute.
    3. Plug the power cord back into the electrical outlet.
    4. Turn on the Blu-ray Disc player.

If the picture still skips or freezes after performing the steps above, service may be required. Begin the procedure to send your Sony product into a Sony facility to be repaired.