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Help! Sudden problem with HDR on X1

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Frequent Visitor

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!
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Frequent Visitor

Re: Help! Sudden problem with HDR on X1

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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Frequent Visitor

Re: Help! Sudden problem with HDR on X1

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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Frequent Visitor

Re: Help! Sudden problem with HDR on X1

It started about a month ago.
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Frequent Visitor

Re: Help! Sudden problem with HDR on X1

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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Frequent Visitor

Re: Help! Sudden problem with HDR on X1

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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Frequent Visitor

Re: Help! Sudden problem with HDR on X1

>> 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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Frequent Visitor

Re: Help! Sudden problem with HDR on X1

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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Frequent Visitor

Re: Help! Sudden problem with HDR on X1

Thanks. Likewise. 

 

@ComcastMartin any thoughts on this?? )

 

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Frequent Visitor

Re: Help! Sudden problem with HDR on X1

Do any Comcast employees read these messages?

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Frequent Visitor

Re: Help! Sudden problem with HDR on X1

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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Official Employee

Re: Help! Sudden problem with HDR on X1

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.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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Official Employee

Re: Help! Sudden problem with HDR on X1

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!


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!