can't get the dolby vision and atmos sound through the max app on X1

i have an Xi6, watching stanley cup finals

when i use the max app on my LG television, I get the better picture and sound,

but not via the app on my X1, is there a limitation on the X1 Max app?

Responses

XfinityRichard

Official Employee

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2K Messages

4 days ago

Hi there, @westwayneguy88888 I'm sorry for the trouble you are having with the X1 Max APP. Yes, the Max APP on the LG television generally offers better picture and sound quality than the APP on the X1. This is due to the X1's limitations, such as its mobile plan, which may not support all audio formats like Dolby Atmos. Also, the X1's hardware and streaming capabilities might have limitations compared to the LG TV's advanced features, leading to a less optimal viewing experience. -Richard

5

BIslander

Problem Solver

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508 Messages

2 days ago

Like @westwayneguy88888 , I get SDR for the Stanley Cup using the X1 Max app and Dolby Vision using the Max app on my LG TVs, Fire Cube, and Roku. This has always been the case on Max, which does not require a top tier account to get DV and Atmos for live sports, just for other types of content. I don't have a separate Max account, just the one I get from Xfinity as part of my HBO subscription.

It seems clear to me that the X1 Max app doesn't support these higher end video and audio features. X1 itself is certainly capable as we get them from other sources, just not from the Max app.

I am using XG1v4 boxes that don't do Dolby Vision. I get HDR10 on DV content from all the other sources running through X1, but only SDR from live sports on Max.

(edited)

2

W

westwayneguy88888

Contributor

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265 Messages

@BIslander

thank you for chiming in, you bring more clarity to the situation than these xfinity folks who give wrong/contradictory answers..... it's so frustrating

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2 days ago

0

XfinityVianney

Official Employee

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2.2K Messages

westwayneguy88888, based on your feedback and follow-up from @BIslander, you're not achieving this on the X1 specifically with this app. We could explore opening a ticket to address the functionality and capabilities of the X1 box with the MAX app.

I am an Official Xfinity Employee.
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2 days ago

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BIslander

Problem Solver

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508 Messages

2 days ago

@XfinityVianney Opening a ticket world be great. Would love to hear from your technical folks whether the Max app on X1 limits features like Dolby Vision and Atmos.

The problem is not my TV or sound system and not settings on either of them or the X1. I get DV/HDR10 and Atmos with everything except the Max app through X1.

(edited)

3

XfinityDena

Official Employee

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3.3K Messages

@westwayneguy88888

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

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

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2 days ago

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westwayneguy88888

Contributor

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265 Messages

@XfinityDena I think you wanted @BIslander to start the chat in order to get the ticket going...... I prefer to have things resolved here in public, so that others with this question may see the resolution, and future people can google search and see the answer.

sheeeeesh.... yet another (different) Xfinity person comes into this thread and mixes things up further, it was so confusing to begin with.

Still waiting on @XfinityRichard to explain how "mobile" affects this issue:

stated above: This is due to the X1's limitations, such as its mobile plan,

(edited)

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2 days ago

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XfinityDena

Official Employee

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3.3K Messages

Thank you for that information. As for the wording I am unsure, but that may have been accidentally added when typing. The agent you are tagging is not currently working for me to confirm.

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

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2 days ago

BIslander

Problem Solver

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508 Messages

2 days ago

@XfinityDena @XfinityVianney Sent a DM. Thanks

0

BIslander

Problem Solver

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508 Messages

1 day ago

No response yet to the DM.

0

X1

westwayneguy88888

can't get the dolby vision and atmos sound through the max app on X1

XfinityRichard

BIslander

westwayneguy88888

XfinityVianney

BIslander

XfinityDena

westwayneguy88888

XfinityDena

BIslander

BIslander

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