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Visitor

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1 Message

Fri, Mar 19, 2021 6:33 AM

HBO MAX not switiching to HDR via XG1v4 box

I noticed when I watched Tom and Jerry and Snyder's Justice League, the box switches to the app but my TV(LGCX) is not switching to HDR. When I watched from my Firestick(4k), it switches to Dolby Vision. When I watch live sports, I get the notification of HDR. It's just with HBO MAX. Is there a correction for this?

Responses

pgoldberg

Contributor

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111 Messages

6 m ago

Currently the XG1v4 is not able to do HDR with HBO Max.  Since Netflix can do HDR hopefully the software programmers can come up with an update that will allow HDR on the XG1v4.  The XG1v4 will do 4K with HBO Max. Also because of the older design of the XG1v4 is cannot do HDR on YouTube.   The Xi6 can do 4K HDR on HBO Max and YouTube.   

(edited)

Official Employee

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148 Messages

6 m ago

Hi @user_2221c6,

 

Thank you for reaching out to us here  on  Xfinity forums.  You asked a really good question. Some programs are not available  in HDR. If you’re currently watching a show in HD, but it’s available in 4K, you’ll see a notification on the top right of your screen: “Good news! This program is available in pixel-perfect 4K Ultra HD.” 

 

4K UHD/HDR content (free, rentals, purchase or live events) is available if you have an XG1v4 or Xi6 TV Box set to 2160 resolution with a compatible 4K UHD/HDR TV and a 4K-capable HDMI cord. 

 

The 4k is  determined per program not channel. If your resolution in settings has been set, have  you swapped your box to see if the issue is  resolved?

New Poster

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3 Messages

It’s not the box HBOMax said that the 4K dvr is not compatible with 4K on HBOMax only flex box is and that xfinity needs to do software update on box for it to work so it’s on xfinity to fix this 

Official Employee

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369 Messages

Thanks for this feedback, Dancer79! I'm glad you were able to get in contact with an HBO Max support specialist who provided this information for you. We will also be sure these details as passed forward to our development team to help improve the customer experience all around when it comes to viewing 4K content. We can also help with any boxing swaps or upgrades as needed. Thanks again! 

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pgoldberg

Contributor

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111 Messages

6 m ago

Unfortunately, the XG1v4 (even at 4K settings) is not able to show 4K HDR on YouTube or HBOMax (currently).   The Xi6 can do this.  The XG1v4 can show 4K HDR on many other sources such as Netflix and live sporting events. 

New Poster

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3 Messages

4 m ago

Yeah but people that pay for tv service typically with have xg1v4 and they pay a lot more then flex customer so xfinity get your act together and fix this ….

Administrator

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4.4K Messages

4 m ago

All,

Currently the following apps available on X1 and Xfinity Flex provide 4K content:

Amazon Prime Video: 4K UHD and 4K UHD/HDR content is available if you use the Prime Video app on X1 and have an XG1v4 or Xi6 TV Box, on Flex with an Xi6 streaming TV Box and have a compatible 4K or 4K/HDR TV and/or AV receiver and/or soundbar. Learn more about watching Prime Video on X1 and Flex.

HBO Max: 4K content is now available within the HBO Max app on X1 if you have an Xi6 TV Box, on Flex with an Xi6 streaming TV Box and a compatible 4K TV. 4K content is not available on XG1v4 X1 TV Boxes. Learn more about watching the HBO Max app on X1 and Flex.

Netflix: 4K UHD and 4K UHD/HDR content is available if you subscribe to the Netflix Premium plan and have an X1 XG1v4 or Xi6 TV Box, or Flex Xi6 streaming TV Box with a compatible 4K or 4K/HDR TV and/or AV receiver and/or soundbar.

Vudu: 4K UHD content is available if you use the Vudu app on X1 and have an XG1v4 or Xi6 TV Box, on Flex with an Xi6 streaming TV Boxes and have a compatible 4K or 4K/HDR TV and/or AV receiver and/or soundbar. Learn more about watching Vudu on X1 and Flex.

YouTube: 4K content on YouTube is available if you use the YouTube app on X1 and have an XG1v4 or Xi6 TV Box, or Flex Xi6 streaming TV Box, and have a compatible 4K TV. Learn more about watching YouTube on X1.

Additionally you can view select OnDemand content and Live Sports in 4K.

Xfinity On Demand and Live Events: 4K UHD/HDR content (free, rentals, purchase or live events) is available if you have an XG1v4 or Xi6 TV Box set to 2160 resolution with a compatible 4K UHD/HDR TV and a 4K-capable HDMI cord. Please see more about using the X1 guide to adjust your video display to 2160p.

For additional information about 4K content availability and television box requirements, please see 4K Ultra HD (UHD) and High Dynamic Range (HDR) on Xfinity TV

Please let us know if you have any additional questions or concerns. 

Visitor

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1 Message

Why is 4K content not available on XG1v4 TV Boxes for HBO Max if all other apps have 4K content available for this box?


When will XG1v4 TV Boxes be updated to allow 4K content on HBO Max?

dcfox

Contributor

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373 Messages

Why did the the HBO Max app show some as UHD on V4  before like Wonder Woman just for an example.

(edited)

Official Employee

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294 Messages

@RosebudMotel (Love your username, btw) 

 

We definitely want to offer as much 4K content as possible. I personally have a 4K TV and wish all shows were available in 4K quality. I'll forward feedback on the ability to watch 4K through other box models on HBO for you. No date/timeframe information is available at this time, though. 

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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24 Messages

I switched to the xi6 box and initially HDR would trigger properly. 

That stopped working about two weeks ago, Dolby Vision not triggered. 

Update needed please 

Official Employee

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278 Messages

Hi there @carlislegeorge! Sorry to hear that the Xi6 suddenly stopped switching to HDR and Dolby Vision. If you have already attempted these troubleshooting steps and a system refresh (which can sometimes force a queued update to go through), we'd be glad to look further into this for you, if you'd like to send us a chat. To do so, please use the following instructions: 

 

(Full credit to @BruceW for this excellent explanation!) 

"Search for Xfinity Support" won't work. To send a "Peer to peer" / "Private chat message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Peer to peer chat" icon or https://comca.st/3hwncUc

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

See https://comca.st/2VbjNCZ for an example.

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

Visitor

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1 Message

2 m ago

Yes please fix this Xfinity it’s been 6 months almost and no sign of the ability to watch Hbomax in 4K thru the v4 box. Very disappointing 

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