There are a couple of factors that can cause the picture to appear this way. Depending on what you are watching, the issue could be caused by either the TV or the signal source (cable/satellite set-top box, DVD player, or digital video recorder). Each one of these devices may have a ZOOM / WIDE option or aspect ratio control that can adjust the size of the picture being shown on the screen.
IMPORTANT: If model-specific information is required to complete any of the steps in this solution, refer to the operating instructions supplied with the product. Manuals are posted on your model support page.
Follow the steps below to troubleshoot this issue.
- Check the TV to see if it has a ZOOM / WIDE option or control for adjusting the aspect ratio; if so, try setting it to NORMAL.
- If there is a SCREEN MODE button on the TV remote control, you can press this button until NORMAL is selected.
- Some TVs have a Vertical Center or V Center option in the menu that will allow the position of the picture to be moved up or down on the screen.
- Some TVs do not have the capability of changing the aspect ratio when a 720P or 1080i signal is being received.
- If using a cable/satellite set-top box, DVD player or digital video recorder, check the device for aspect ratio controls and try selecting a different display option.
- If necessary, contact the instruction manual or manufacturer of your cable/satellite set-top box, DVD player or digital video recorder for assistance.
- In most instances, this issue can be resolved by completing one or both of the steps above. However, there are other situations that can cause this issue. If the issue has still not been resolved, continue with the troubleshooting steps below.
- Remove any Extended Data Services (XDS) or Closed Captioned (CC) information from the screen.
- Perform a power reset .
- Change the channel to see if the issue occurs on other stations and programs; the issue could be with the signal being broadcast.
- The top or bottom of the screen may be covered with banners or tickers when watching some news programs.
- The program you are watching may be broadcast or recorded in an aspect ratio that will not fit your screen properly.
- Change the video input on the TV and try playing a different video source (such as a VCR) to determine if the issue occurs with other connected devices.
- Check the TV menu; if the issue is also affecting the TV menu, then the TV may require service.
The troubleshooting steps listed above should resolve your issue. If you have completed all of the steps and the issue is not resolved, service may be required.
For all Sony products (EXCEPT VAIO computers): To send your product to a Sony facility to be repaired or to check the status of the a repair, visit our eService web site.
For VAIO Computer products: Please call 1-888-4SONYPC (476-6972) for service information for your product. To check the status of your VAIO product repair, have your phone number or Best Buy service number available and call 1-800-433-5778.