Screen ratio wrong

[Janie021]

I am trying to watch something on my Sky Glass TV but the screen ratio is wrong. I have tried switching off at the wall but it remains the same when it comes back on. Can anyone help?

[GD1]

@Janie021  In what way is it "wrong"  You should remember some material such as 4:3 or Films shot in panoramic mode are being shown as intended with black bars at the side or top & bottom, perhaps your previous TV allowed to to watch in stretchy vision where the settings allowed you to distort the received image to fill the screen?

[TimmyBGood]

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@Janie021 wrote:

I am trying to watch something on my Sky Glass TV but the screen ratio is wrong. 

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Which 'something' is it?

Some content creators choose to be artistic with their use of aspect ratios.

As @GD1 indicates, expanding an image to fill a display panel may be a distortion of the original material: it's not an option available to users on Sky Glass.

https://www.rtings.com/tv/learn/what-is-the-aspect-ratio-4-3-16-9-21-9 

[Janie021]

It was an episode of Chicago PD on Sky Witness.  There was no reason I could see that it was on a 4:3 ratio and even the sound was wrong (the actors seemed to be speaking fast and higher pitched than normal).

[Gingpirlo]

I'm have the same issue. It's just with the latest Chicago PD episode. Everything else has the standard wide screen sitting so this is an issue with sky and not with individuals TVs or equipment are reported this to sky might be worth doing the same.

[Gingpirlo]

As the original post clearly states, this isn’t an old programme—it was aired within the last 24 hours. Therefore, it shouldn’t be affected by any legacy aspect-ratio issues and should be recorded and shown in widescreen (16:9).

I’m having exactly the same issue, and even the adverts are being shown in widescreen. It’s only this particular episode of Chicago PD that has the problem. If you check the Sky Go app, the episode is correctly displayed as 16:9.

This is clearly an issue with Sky on a brand-new programme that was recorded in UHD and should be presented in a 16:9 ratio.

I’d strongly recommend re-reading the original post..

[TimmyBGood]

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@Gingpirlo wrote:

I’d strongly recommend re-reading the original post..

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The original post from last Friday says 'something on Sky'.

That's why I asked for the specific content.

If it's a single item in a current series then it's likely to be caused by inappropriate rendering prior to transmission, which is very rare.

It's more usual for viewers to be noticing Glass doesn't stretch an image as their previous sets have done.

[TimmyBGood]

@Janie021 

That's best reported to the Viewer Relationship team:

[email protected]

I'll also escalate the post here.

Edit: I see it was also noticed in the Stream forum.

https://helpforum.sky.com/t5/Sky-Stream/Chicago-PD-s13-e9-incorrect-format/td-p/5352481 

[Gingpirlo]

What is going on with Chicago P.D. Season 13 Episode 8? I reported the issue yesterday regarding the episode being displayed in 4:3 rather than the correct 16:9 ratio, which several other customers are also experiencing.

The episode then disappeared completely from the streaming service this morning, only to reappear this afternoon with exactly the same problem. So presumably Sky was aware there was an issue, removed the episode, and then simply put the same faulty version back online without fixing it.

This isn’t an issue with my equipment or settings. Other episodes and adverts are displaying correctly in 16:9, and other customers are reporting exactly the same problem. The episode is also reportedly displaying correctly through Sky Go.

Honestly, I’m starting to question why I’m paying so much for Sky if this is the standard of service being provided. It’s not unreasonable to expect a programme to be supplied in the correct format, particularly when the fault has already been reported and Sky has apparently had an opportunity to fix it.