Sony acknowledges “issues” with PS4, says they are “isolated incidents”

The PlayStation 4 launches in the U.S. today, and lines have been forming as eager users queue to get their hands on Sony’s next-generation console. But some of those who have already got their hands on a PS4 have been reporting problems with the device, which Sony has now acknowledged.

IGN reported that one of its PS4s stopped outputting a signal to the TV through HDMI, which apparently mirrored a similar problem with one of Kotaku’s units, which had a faulty HDMI jack. Kotaku editor, Stephen Totilo, said in his review: “The first retail PS4 we got from Sony didn’t work.” However, the site also added that “one pre-release PS4 and three retail PS4s [worked] with no problems”.

Reddit user ‘Arogon’ – who won a PS4 in a Taco Bell promotion – posted: “When I turn on my console it just sits there pulsing blue… There is no signal on my TV either.” Arogon added that Sony’s support had not been entirely helpful: “I talked to at least 5 tech support people on the phone and 1 on-line. All of them but two outright refused to help me saying that the console is not yet released and they can’t help me.”

Shuhei Yoshida – President of Worldwide Studios, Sony Computer Entertainment – took to Twitter to acknowledge that some users had been experiencing problems:

A statement provided to IGN by a Sony rep said that "the number of affected systems represents less than 0.4% of shipped units to date, which is within our expectations for a new product introduction", suggesting that the problem is indeed limited to a very small number of consoles. 

One user, @Skee_J88, quickly responded with gratitude for Yoshida’s response, after apparently experiencing the same issues. The same user tweeted that he had had a much more positive experience with Sony’s tech support than Arogon, and that Sony had said that a fix would be coming by Friday. 

Another PS4 owner also praised Sony’s response:

The good news is that Sony seems to understand what the problem is. In a follow-up post after its review, Kotaku reported that Sony had investigated their console that had suffered the problem, and identified the issue:

The obstructing piece of metal in the formerly-broken PS4 had actually knocked some of the "teeth" out of the HDMI wire—the one bundled with that PS4—that we'd originally plugged into the unit, the Sony folks told us. We checked two other HDMI wires that we'd used during our brief bit of troubleshooting, and sure enough, they were missing the same teeth, too."

However, the bad news is that no-one seems to understand exactly why this occurred, which means that the issue is far from resolved. Kotaku acknowledges that it may have happened while they were plugging and unplugging the HDMI cables into the console, but also points out that this simple act shouldn't really cause the kind of damage that was seen. As Kotaku states: "Sony doesn't know. We don't know." Only time will tell if all of the issues are the same or if there's a bigger problem surrounding the HDMI port.

Image via Sony

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28 Comments

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It's simple, time will tell if it's within normal hardware failure specs, or it's a bigger issue (design / bad batch of hardware component(s)).

I've had to replace the BD-Rom on my 60gb PS3 system.
I also proactively removed the old heatsink thermal paste and replaced with artic silver 5.

You'd think they would of learned their lesson from this past generation. You wait on a new generation console for 7 years, drop $400, plus money for games, accessories (if you want them), and you get your console and it's just a worthless dud? It's about time we start testing electronics instead of just assembling and throwing them in the shipment pile.

My BD drive in my PS3 went. It would read DVD's but no BD's. It was out of warranty by a few months and I couldn't find a receipt. The support person said if I can find some way of proof of purchase they will see what they can do. The best I could come up with was some history of the purchase with loyalty points from where I purchased it. Despite this and being out of warranty they replaced the unit next day. Not only that I left my SD card in the unit. A few weeks later it arrived by the post with a compliments slip.
Personally, I have never seen such amazing customer service from anyone. I sure hope I wasn't the only person to find this.

We'll know for sure tonight if there really are issues. But every new piece of hardware always has a bunch that are defective.

"The number is very small compared to shipped, we believe they are isolated incidents."

How is this possible if the customers haven't received the shipped units? This does not make sense, at least to me.

They might know exactly whats wrong and traced a production problem already, i.e. certain units produced in a certain date and location have the problem.

Of course, we will know better later in the week.

But the article goes on to state "However, the bad news is that no-one seems to understand exactly why this occurred, which means that the issue is far from resolved." and "As Kotaku states: "Sony doesn't know. We don't know." Only time will tell if all of the issues are the same or if there's a bigger problem surrounding the HDMI port."

KevinN206 said,
"The number is very small compared to shipped, we believe they are isolated incidents."

You know how people are always saying that units sold != units shipped?

I'm betting it's the same here. The number of defective units might be small compared to units shipped...lets say only 5 of them...but if they're not supposed to have been sold already...lets say only 10 made it somehow into people's living rooms...then that's a pretty bad ratio. But they're still correct in saying it's a tiny number compared to units shipped.

That's all I have to say about that.

Lone Wanderer Chicken said,
Rumor has it, Steve Ballmer sabotaged the ps4s.

He's a better man than that. I'd expect that from some of the people here though.

trojan_market said,
not funny at all, I like that man. plus he is leaving Microsoft, it's not cool

***trojan***_market <-- Elop, is that you?

That and the fact that there are no real system sellers (at least for me). 2014 will be probably more interesting though.

Not to mention *most* of the games openly available to the PS4 and Xbox One for launch (except for PS4 and Xbox One exclusives) appear to be designed for current-gen consoles (I guess technically you could say last-gen consoles now) and were just ported to Xbox One and PS4. By Fall 2014 we may start seeing multiplatform games designed around the new hardware.

There is nothing wrong with the PS4, it was purposely designed to destroy every HDMI cable you plug into it. It is part of the fun of owning the PS4, to see how many HDMI cables you can destroy in a short period of time. Kotaku and IGN rated "HDMI Destroyer" higher than both Knack and Killzone though the metacritic score is still below that of the average Majesco game.

"Previous Story
Check out a PS4 getting destroyed with a .50 cal rifle at 50k FPS" I would call that an isolated incident XD