Frequent Visitor
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6 Messages
Help! Sudden problem with HDR on X1
Hi all.
I have a Sony XBR-65X930e TV. I started having a problem with HDR content when using the Prime Video app on the X1 box. If I use Android TV there's no problem, it's only happening on the X1 box.
As of yesterday, when I attempt to watch an HDR show on Prime Video via the X1 it switches into a mode that makes everything on the screen dark. The entire picture goes dark -- and the buttons change from yellow to orange. Once it switches to this mode it's stuck that way for *anything* within the Prime Video app.
If I exit out of the Prime Video app (again, on the Xfinity X1 box) everything goes back to normal. If I then go back into the Prime Video app everything is normal *UNTIL* I select an HDR show, and boom, it clicks back to the dark screen mode. A couple of times I even heard a click-like audible sound when it switched over.
Note that this happens before I even start the show, it's on the show's "info" page when it happens (but only when it's an HDR show or movie).
I tried a different HDMI cable, but it didn't help (although the problem did not exist before yesterday so I didn't expect it to). I also tried switching to a different HDMI input, but no luck.
Anyone know what might have happened? Again, it only started yesterday, everything was fine for the past couple of years.
Any suggestions?? Thanks in advance!
I have a Sony XBR-65X930e TV. I started having a problem with HDR content when using the Prime Video app on the X1 box. If I use Android TV there's no problem, it's only happening on the X1 box.
As of yesterday, when I attempt to watch an HDR show on Prime Video via the X1 it switches into a mode that makes everything on the screen dark. The entire picture goes dark -- and the buttons change from yellow to orange. Once it switches to this mode it's stuck that way for *anything* within the Prime Video app.
If I exit out of the Prime Video app (again, on the Xfinity X1 box) everything goes back to normal. If I then go back into the Prime Video app everything is normal *UNTIL* I select an HDR show, and boom, it clicks back to the dark screen mode. A couple of times I even heard a click-like audible sound when it switched over.
Note that this happens before I even start the show, it's on the show's "info" page when it happens (but only when it's an HDR show or movie).
I tried a different HDMI cable, but it didn't help (although the problem did not exist before yesterday so I didn't expect it to). I also tried switching to a different HDMI input, but no luck.
Anyone know what might have happened? Again, it only started yesterday, everything was fine for the past couple of years.
Any suggestions?? Thanks in advance!
eanie
Frequent Visitor
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6 Messages
4 years ago
We have the same problem with our new Samsung TVs. If we watch prime bypassing our DVR the picture is fine.
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SoundsGood3
Frequent Visitor
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6 Messages
4 years ago
Did you always have this problem or is it new? In my case it just started a few days ago, everything was fine before that.
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eanie
Frequent Visitor
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6 Messages
4 years ago
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SoundsGood3
Frequent Visitor
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6 Messages
4 years ago
Do you figure this is an Xfinity X1 problem? I’ve tried everything under the sun to fix it so I’m guessing it must be an X1 issue.
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eanie
Frequent Visitor
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6 Messages
4 years ago
Since we have different brand TVs and the same problem, I would guess it to be an X1 problem. How new is your tv, is it a smart tv? Have you tried watching through the tv itself?
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SoundsGood3
Frequent Visitor
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6 Messages
4 years ago
>> Since we have different brand TVs and the same problem, I would guess it to be an X1 problem. How new is your tv, is it a smart tv? Have you tried watching through the tv itself?
The TV is a couple of years old. Yes, it’s a smart TV (Android). The built in apps work fine, they have no issue with 4K or HDR, it’s only when we use the apps within the X1 that we have the 4K and HDR issue (specifically the Prime Video app, in my case).
The crazy thing is that the issue only started a few days ago. Prior to that everything was working fine. I tried calling Comcast but their interactive voice system hung up on me EVERY time I called, after about 4 or 5 minutes of taking me through a bunch of prompts. I gave up after four tries and came here, hoping someone from Comcast would be able to assist with this.
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eanie
Frequent Visitor
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6 Messages
4 years ago
For now, I watch prime through the tv. If and when I get a solution I will definitely share with you.
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SoundsGood3
Frequent Visitor
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6 Messages
4 years ago
Thanks. Likewise.
( @ComcastMartin any thoughts on this?? )
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SoundsGood3
Frequent Visitor
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6 Messages
4 years ago
Do any Comcast employees read these messages?
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eanie
Frequent Visitor
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6 Messages
4 years ago
Yes, ComcastMartin responded a couple times, asking questions. I think he may be off since the last time he responded was Sunday night.
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CCMartin
Gold Problem Solver
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2.9K Messages
4 years ago
Hey, @SoundsGood3,
Let's see what we can do regarding your TV services. We want to help. Can you please private message me your full name and service address? Thank you for posting to our forums.
To send a private message, please click my name "ComcastMartin" then select "Send a Message" on the right side.
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CCMorgan
Gold Problem Solver
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3.3K Messages
4 years ago
Hi, eanie. Appreciate you posting here in the community. We will definitely see what we can do to help. We may need to open a request for this. I saw your PM, I will respond shortly. Thanks!
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BJB-12127
New Poster
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4 Messages
4 years ago
We just bought a Samsung QN900A TV in May. I didn't notice this problem with the X1 box, but we just upgraded to an XG1v4A and we have the same problem in Prime. The yellow controls suddenly turn orange and the screen goes super bright. It will stay this way until I get out of Prime. When I go back in, it will do it again as soon as I hit Play or Resume. The control turns orange and the screen goes super bright.
This does not happen if I use the built in Samsung app in the TV. I did note, when I went to get the model number of the new 4K box that the old X1 box is listed under devices and the XG1 is not listed. I don't know if the device and actual box has to match for the 4K to work properly.
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user_c63633
Visitor
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2 Messages
4 years ago
I have the same problem with red-orange tint and reduced brightness. It only happens when I view HDR content through the Prime Video app on Xfinity. if I watch the exact same HDR program on Prime through my Apple TV, the content is normal in color and brightness.
And even on the Xfinity Prime Video app, It’s only HDR content that has the red-orange tint and darker brightness. If I go back to the Prime Video home screen or watch non-HDR content on the app, the color and brightness are normal.
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