user_a5r79y's profile

Contributor

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38 Messages

Wed, Feb 16, 2022 4:11 PM

Closed

HDR remains on after switching channels

I have the wireless 4k box (connected to LG C9 display) which has been working well for more than a year, when playing Dolby Vision 4k HDR content as broadcast by Xfinity, football amd other sports mainly. 

Recently, maybe after a LG firmware update, odd behavior started. The xfinity box switches the display TO the appropriate 4k HDR display mode, but DOES NOT switch back to the non-HDR mode when switching back to non-4k content. Fix is to switch LG display off and on.

This only happens with xfinity box apps, not on LG native apps for the same content.

Contributor

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33 Messages

7 m ago

It may not just be the wireless box as i think the XG1v4 DVR is affected as well. I just got one with my new LG C1 and noticing HDR remains on all the time according to the TV regardless of content.  TV shows its getting BT2020 as the color profile fed from the box over HDMI.

This results in one of two situations:

1) Regular non 4K HDR content in box apps appears overly saturated in red(faces look like they are bloody)

or

2) Any 4K HDR content such as the Olympics channel or other in app sources from the box appear washed out.

Take your pic as turning on/off the HDMI deep color(HDR) setting on the TV results in either one.  Seems like these 4k boxes are just buggy. 

Similarly I've also noticed the X1 boxes always output the boxes max resolution regardless of whatever content your watching, that is it hard locks to whatever is set under device settings > video display > device settings > video display (usually best available).  So either 1080p or in this case 2160p @ 60 hz and it wont go lower if you change to a lower resolution source or channel.  My previous v3 did it as does my new v4. That points to the upscaler in the cable box being broken as well.

(edited)

Contributor

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38 Messages

@crucialcolin​ good to know I'm not the only one....

Official Employee

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1.2K Messages

Hello and thank you for taking the tie to reach out to us here on our Xfinity Forums! I'm truly sorry to hear that you are experiencing issues with the picture quality. When you try to adjust the resolution are you following the steps outlined in this link: https://comca.st/3JDpXQ7.

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

Contributor

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38 Messages

@XfinityBillie​ your link goes nowhere 

Official Employee

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309 Messages

Apologies for any confusion @user_a5r79y. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

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

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

Contributor

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38 Messages

Contributor

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38 Messages

7 m ago

In case anyone else is monitoring....

Not resolved yet, but I've been told "engineering" has been made aware. 

Contributor

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38 Messages

4 m ago

Problem seems to be getting worse. Used xfinity Netflix app. Had to unplug, restart system, and reset box to get out of Dolby Vision mode.

Visitor

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2 Messages

3 m ago

I cannot even get the hdr or dolby vision with the wifi box. With Roku I get both, great upscaling. Sending box back. Pic looks blurry. I have 4k tv. All looks fine with my 4k blu ray dvd player. 

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