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user_d44c98
1st Topic

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2 Messages

Monday, October 3rd, 2022 9:45 PM

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amazon prime movie bars

Movies on Amazon Prime via Xfinity have bright blue bars around them making them hard to watch. I had to add a Roku box to get black bars.

Why does Xfinity distort the movies? Is it to discourage viewing Prime?

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Updated 

2 years ago

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Rustyben

Expert

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24.6K Messages

3 years ago

do you have more than one set top box? if so, is the problem on each set top box? is your TV an older CRT (4:3 width to height ratio) device or a newer 16:9 screen? if 16:9 normally you won't see bars unless the TV can't display the video full screen. I normally only see the bars when the original movie is anamorphic 2.39:1 ratio. 

(edited)

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user_d44c98

Visitor

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2 Messages

@Rustyben​ 

I have 16:9. The bars are not the problem, it’s the color of the bars which are bright blue on xfinity but black on roku.

3 years ago

0

XfinityJorge

Official Employee

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2.1K Messages

Hello @user_d44c98 thanks for using our Forums as a tool to get help and we are happy to work together. Have you noticed this on any other app on your box? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

Bartkowicz

Visitor

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1 Message

I have same problem. Main box has blue bars on LG OLED...16:9....other boxes show black bars on Sony tv's. This happened suddenly within last few days. Specifically with LOTR Rings of Power but also appear with other previously purchased content which did not have the issue before. Have reset, pixel refreshed, used auto and manual video select. Exact same tv with onboard amazon app does not have the problem...this is exclusive to the app provided by Comcast box. I have the newest model and did signal refresh and box reset as well

3 years ago

0

CCMike1

Official Employee

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933 Messages

Can you tell me which video box you're using when this is happening? 

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

user_361c0f

Visitor

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2 Messages

2 years ago

We have the exact same problem, just happened in the past few days.

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CCDaniel

Problem Solver

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606 Messages

 

@user_361c0f I would like to assist you with taking a look at what is going on. What troubleshooting if any have you competed?

 

I no longer work for Comcast.

2 years ago

0

Andyr1

Gold Problem Solver

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8K Messages

2 years ago

How is the X1 box connected to the TV? I don't use the X1 for streaming, but sometimes when I use the right-arrow to pop up the mini-guide when watching TV, it can cause the background to be blue for a bit. Usually, power off my A/V receiver and back on clears it up (the X1 is connected to the receiver.) Basically, it's some weird HDMI/HDCP handshaking issue.

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