XG1v4 not sending 4K HDR flag

I have a LG 4K TV and a X1 4K box, the XG1v4. When watching 4K content the box sends the 4K signal to the tv and the tv sees it as 4K, but if the broadcast is HDR the box does not tell the tv and the tv HDR mode is not activated. The result is a very washed out unwatchable picture.

I have read online that other Xfinity customers are getting 4K HDR with the same 4K programing that I do not, FOX College Football. The info screen on the XG1v4 for FOX College Football in 4K says the program is 4K HDR.

The tv does get 4K HDR for the same FOX College Football programing from the FOX Sports app using a Roku 4K Streaming Stick, so I know the tv is not the problem.

My location is Ann Arbor, MI.

Responses

XfinityThomasC

Official Employee

•

2K Messages

1 year ago

Hello, @KenH1 To play 4K HDR content, you must have a compatible TV with HDCP 2.2 compliant ports, the correct model(s) of TV Box, the right resolution, and an HDMI cable that is also HDCP 2.2 compliant. You can change the X1 settings to Prefer Best Available Resolution, your program will auto-tune to 4K or down to HD(HDR). Have you received any error messages? Some 4K broadcasts don't auto-tune to the HD version.

9

0

KenH1

New Poster

•

5 Messages

@XfinityThomasC

Yes, I have all the necessary hardware and settings for 4K HDR, as I explained in my original question. I don't get error messages, the HDR flag just isn't there to tell the TV it's getting an HDR signal. In the past with the FOX 4K HDR broadcasts the HDR flag was active and the TV 'sees' it and automatically goes into HDR mode. Thus I know all the required hardware and settings are correct.

Today, 9/30/2023, the FOX College Football game Michigan @ Nebraska was in 4K, and the HDR flag was on, and the TV went into the HDR mode as it should.

The question now is, why doesn't this work as it should all the time? Other 4K streaming devices, like Roku, Firestick, and Apple TV, aren't having a problem with this.

(edited)

1 year ago

0

XfinityThomasC

Official Employee

•

2K Messages

@KenH1 Some 4K broadcasts don't auto-tune to the HD version.

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

1 year ago

0

BIslander

Problem Solver

•

390 Messages

Auto-tune from 4K down to HD? I have never seen that. It's supposed to work the other way with auto-tuning from HD to 4K, although that is no longer happening either.

1 year ago

0

XfinityKassie

Official Employee

•

1.3K Messages

@BIslander Great question! If you have your setting set to auto-tune yes, however not all channels and content are broadcasted in 4K. By setting your preference, you are selecting the option to have 4K as your preferred, but in the event it's not available, it would auto-tune to HD. I hope this explanation helps.

https://www.xfinity.com/support/articles/uhd-4k-faqs

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

1 year ago

0

BIslander

Problem Solver

•

390 Messages

Well, it is not possible to tune directly to a 4K version of broadcast content. You have to go to the regular SD or HD channel and hope that it auto-tunes to 4K. My XG1v4 boxes used to do that, altho inconsistently, and now they never auto-tune to 4K. I'm working on that issue with your support team.

The only way to go directly to a 4K version is by using the voice remote to search for 4K. You only see 4K content and making a selection there never auto-tunes to an HD or SD version.

Auto-tune seems to be for switching to a better resolution, not a lesser one.

1 year ago

0

markDouglas

Contributor

•

25 Messages

1 year ago

also have the same issue. it was working a few weeks ago. now no more 4k HDR. using xfinity AppleTV app on my X1 cable box. xfinity needs to fix their AppleTV app.

(edited)

1

XfinityLinda

Official Employee

•

1.4K Messages

Thank you for connecting with us here, @markDouglas! We are sorry for the trouble with your Apple TV app. If you need assistance, please create your own post, so we may assist.

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

1 year ago

0

X1

KenH1

XG1v4 not sending 4K HDR flag

Was this helpful?

XfinityThomasC

KenH1

XfinityThomasC

BIslander

XfinityKassie

BIslander

markDouglas

XfinityLinda

New to the Community?