U

Visitor

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2 Messages

Tue, Aug 3, 2021 3:09 AM

HDR Dark

My X1 box displays HDR washed out and dark. Apps through the box also. Apps through Roku and Xbox display HDR great. I've seen this problem discussed on various threads. Obviously there is a problem on Comcast's end. Setting my display to 2160 30 does not correct the problem.

Official Employee

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3K Messages

4 m ago

Greetings, @user_364345! Thanks for reaching out to us on the Forums! I hope you are having an amazing day! I apologize to hear that you are running into issues when trying to display the HDR. Can you provide us with what TV model you have?

Visitor

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2 Messages

4 m ago

It is a TCL 65" 625. Thanks for any help. I have tried changing gamma strings, color, brightness and other settings.

Official Employee

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203 Messages

Thank you for letting us know what you have tried! Is this something that just started to happen? I want to dive into this further and see what we can figure out. Please send me a Peer to Peer message so that I can gather some account details. 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" 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.
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Contributor

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510 Messages

looks like yet another issue that "might" pertain to me is taken behind closed doors never to be answered in public - such a shame for a peer to peer message board

Visitor

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3 Messages

@billmich88888 This. It's so frustrating. I have been on the phone with Comcast for a total of about 2 hours over 3 calls, and most of them don't even know how their own X1 system works. This thread (and others) gave me some hope, but then the techs take the discussion offline and never return with any solutions for the rest of us.

dcfox

Contributor

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383 Messages

@v0rtex   Agree not sure why they don't at least come back with the outcome of the issue taken off the forum. 

Official Employee

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274 Messages

Hello @v0rtex. Thanks for reaching out to our Forums teams and we can certainly understand the frustration of experiencing issues and not sure of what route to take. We would like to help with the issue you're experiencing. Can you please provide us with the TV model you have? 

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
NoNoBadPuppy

Contributor

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179 Messages

4 m ago

Sometimes an issue such as this can be corrected by using an HDMI cable rated for 4K.  Some cables were made before 4k was popular, and while HDMI is a digital signal and should just 'work", some older cables do not have the bandwidth to pass the full 4k HDMI HDR signal.  You do not need to buy an expensive cable...just make sure your cable is rated for 4k HDR.  Monoprice and Amazon Basics sell them for very reasonable prices. 

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