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Video only recording sound, black picture

SOLVED
One time poster
Message 1 of 181
35,937 Views
Message 1 of 181

Video only recording sound, black picture

Hoping someone can help me here. My M4 is only a month old and today while recording 4 videos they have all come out as a black screen with only the sound recorded, no picture at all. Absolutely fuming as it was a really important moment I was capturing and this £300 piece of junk has ruined that!

 

I reset the phone, took the sim card out, did a factory reset and it still doesnt record any visual, just sound with a black screen.

 

A 26 second video is showing as 1.26MB's. When uploaded to the PC it's still a black 'video' with just the sound.

 

This is not the first Sony I have had problems with, I gave them a second chance and now I feel that was a complete and utter waste of time. Any ideas?

1 ACCEPTED SOLUTION

Accepted Solutions
Sony Xperia Support
Message 3 of 181
52,814 Views
Message 3 of 181

Re: Video only recording sound, black picture

Hi Thumper427,

 

Welcome to the community,

 

Here are the instructions on how to perform the repair via PC and Mac.

 

Here's how to run the repair on PC Companion:
1. Install and open PC Companion then select Support Zone.
2. Phone Software Update.
3. Start.
4. Repair Phone
5. Continue
6. Accept data removal
7. Next
8. Wait for prepare
9. Select Phone
10. Follow the connection steps

And Bridge for Mac:
1. Launch Bridge for MAC without the handset connected.
2. On the Main Window select "Xperia > Repair Xperia Device".
3. Ensure the phone is charged and select "Ok" in the following window.
4. Select Continue on the following page.
5. Wait until the initialising step is finished the continue as below.
6 . Select your model of phone from the list that appears
7. Follow the connection steps that appear, ensuring that you are holding the relevant button down before during and after the connection phase until the update/repair begins.


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

180 REPLIES 180
Emperor
Message 2 of 181
35,932 Views
Message 2 of 181

Re: Video only recording sound, black picture

Repair the phone with PCC

PC Companion (PCC)
 http://support.sonymobile.com/gb/tools/pc-companion/
 

Bridge (for Mac)
 http://support.sonymobile.com/gb/tools/bridge-for-mac/
 

Alternatives on How to backup Xperias
http://talk.sonymobile.com/thread/36355
 



"I'd rather be hated for who I am, than loved for who I am not." Kurt Cobain (1967-1994)

Sony Xperia Support
Message 3 of 181
52,815 Views
Message 3 of 181

Re: Video only recording sound, black picture

Hi Thumper427,

 

Welcome to the community,

 

Here are the instructions on how to perform the repair via PC and Mac.

 

Here's how to run the repair on PC Companion:
1. Install and open PC Companion then select Support Zone.
2. Phone Software Update.
3. Start.
4. Repair Phone
5. Continue
6. Accept data removal
7. Next
8. Wait for prepare
9. Select Phone
10. Follow the connection steps

And Bridge for Mac:
1. Launch Bridge for MAC without the handset connected.
2. On the Main Window select "Xperia > Repair Xperia Device".
3. Ensure the phone is charged and select "Ok" in the following window.
4. Select Continue on the following page.
5. Wait until the initialising step is finished the continue as below.
6 . Select your model of phone from the list that appears
7. Follow the connection steps that appear, ensuring that you are holding the relevant button down before during and after the connection phase until the update/repair begins.


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

Learner
Message 4 of 181
35,829 Views
Message 4 of 181

Re: Video only recording sound, black picture

Same problem with my Sony Xperia M4 Aqua!!!! Prior to software update everything was fine but now this problem started!!!! If I download any movie or video that shows only black screen and sound in background and same problem when I capture video 📹 through camera!!!! Please help me if anyone have any idea how to fix this!!!
Learner
Message 5 of 181
35,828 Views
Message 5 of 181

Re: Video only recording sound, black picture

Mine has started doing exactly the same. I'm going to try the repair.
Sony Xperia Support
Message 6 of 181
35,796 Views
Message 6 of 181

Re: Video only recording sound, black picture

Hi ashish_59,

 

Try the software repair above, this should help with the issue.


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

One time poster
Message 7 of 181
35,635 Views
Message 7 of 181

Re: Video only recording sound, black picture

I had the same problem. Jake-SonyXperiaSupport answer helped me to resolve it. Thanks Slightly smiling Face

Sony Xperia Support
Message 8 of 181
35,598 Views
Message 8 of 181

Re: Video only recording sound, black picture

Glad to hear that Staykov, I hope it all goes well for the future Slightly smiling Face


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

Ah4
Regular
Message 9 of 181
35,476 Views
Message 9 of 181

Re: Video only recording sound, black picture

I just restarted my m4 aqua 

This solved the problem 

Highlighted
Message 10 of 181
35,396 Views
Message 10 of 181

Another user whose video recordings are BLANK (sound, no picture)

Hi there -

 

My wife and I bought identical Xperia M4 Aquas within a couple of weeks of each other, from different retailers.

 

Both have developed the same SOFTWARE FAULT.

 

When recording mp4 video, the resultant movie will randomly have sound but no picture. (ie. BLACK).  The video is blank when played on PC too.

 

This is extremely annoying - we have lost footage of our best friends wedding, and our young baby daughters first moments.

 

Restarting the phone solves the problem - but it occurs again after a short while.  The chances are that repairing the phone via the PC Companion (yes, I know how to do this) will also simply be a TEMPORARY FIX until it goes wrong again.

 

Sony, this is not good enough.  We expect reliable equipment from you for this price - ESPECIALLY in the field of camera/optics.

 

When can we expect a patch to fix this bug for good?

 

Many others are reporting this bug - can any of these people confirm whether a PC Companion repair of the phone fixes the issue permanently, or if the fault just comes back again?

 

Best regards