4K TV undetected

I’ve looked all through this forum and still can’t find the answer I’m looking for but most were asking the same question, why is my X1 box not detecting my 4K tv? I can’t stream any app through my X1 box and get any type of 4K picture.

Here is my set up:

- Hisense 55 H9G 4K ULED

- X1 Xi6 box

My device preferences/current video settings are set to 4K UHD HDR, video resolution 16:9, 2160p60 4K UHD (best available).

I have 4 HDMI ports on the back of my TV, all capable of 4K. I know that because I’ve used these same ports for my PS5 and even DirecTv (when I had it) and have had no issue receiving 4K UHD resolution.

I’ve tried using the HDMI cable supplied with the X1 box and even tried the one I’m using for my Ps5 all with no results. For some reason my X1 box is still not detecting my 4K TV. I even checked the TV to see if it was receiving the 4K signal but all I was getting was HDR.

Any help with this would be much appreciated because I’m driving myself nuts! It just doesn’t make any sense to me why anything else I connect to my tv produces 4K except for my X1 box.

Thank you in advance!

Responses

Official Solution

CCJessie1

Retired Employee

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5.9K Messages

3 years ago

@user_360ad1

We apologize that you are having difficulty with your 4K television when using your X1 device. Have you tried changing the resolution on your X1 box to ensure that it automatically provides the highest resolution possible, as outlined here?

Please note, that not all content delivered via X1 boxes is available in 4K resolution. For additional information about 4K content availability on Xfinity and how to get it, see here. The fastest way to view all available 4K content on your Xfinity television box is to say “4K” into your Xfinity voice remote or search “4K". From there, you'll be taken to the “Experience 4K UHD on X1” landing page that displays all available 4K viewing options such as On Demand, live events, Netflix, HBO Max, YouTube, and Prime Video.

Please let us know if you have any additional comments or questions.

(edited)

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user_360ad1

Visitor

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2 Messages

@XfinityJessie Yes, as I stated earlier my box resolution is set at 2160p60 4K UHD (best available).

I am also aware not everything is in 4K. The movies or shows I’m stream either on HBO Max, Prime and Disney just to name a few, state 4K UHD in their detail page and description.

I guess the big question is, why isn’t my X1 box detecting the TV’s 4K? It literally says it’s “undetected”

3 years ago

CCLuis

Problem Solver

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493 Messages

Thank you for sharing those details with us. Could you please send our team a direct message with your full name and full address so that we can look into this further?

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

I no longer work for Comcast

3 years ago

0

M_D_B

Visitor

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1 Message

@CCLuis was this resolved? I still get this message. Don’t know why I continue to pay for 4k while this bug remains unfixed.

3 years ago

0

CCStephanieK

Problem Solver

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909 Messages

Hello, @M_D_B. I'd like to look into what's going on with the cable box not detecting your TV is capable of 4K. What TV model do you have, and what box model?

I no longer work for Comcast.

3 years ago

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user_dbinwl

Visitor

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1 Message

2 years ago

I am having the same issue. Can watch 4k on streaming services but when I navigated to 4 k content, I could not watch the world series as it said I must have a 4k TV to view. I have a LG C1 4k UHD OLED tv. Please help!

0

X1

user_360ad1

4K TV undetected

CCJessie1

user_360ad1

CCLuis

M_D_B

CCStephanieK

user_dbinwl

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