HDR suddenly not working on Sky Q

[RobotSocks]

I downloaded the Super Mario Bros movie in HDR at Christmas and they've been watching it on the daily, but when we tried this morning we got an error saying "This content cannot be played on this device". I've downloaded the UHD version and that works. HDR is no longer an option, and

I've checked, and my display settings are set to 2160p 10 bit. I tried changing it to 1080p and back again, and even used the wizard to auto detect the settings and it put it on 2160p 10 bit. I don't have a mini box, so that's not the issue.

The settings on the TV are all correct. If I change the HDMI port it doesn't make a difference (the display settings are still correct) and if I plug my Xbox into the hdmi port the Sky box is usually plugged into it displays HDR content so I'm confident it's not the HDMI port or my TV that's the problem.

Any suggestions?? 

 

  

 

[nigea99]

hi @RobotSocks 

Have  you tried a full power down (e.g. unplug or switch off at mains) restart  of your SKY Q box ?

[oldfella]

Assume you have tried a different HDMI lead from the Q box @RobotSocks ?

[RobotSocks]

Hi, thanks for replying. Yes, I tried that but it didn't make a difference, sadly. 

[MightyQuinn]

Hi @RobotSocks   I would be surprised if your Xbox used HLG HDR, so I doubt if that is a valid test.

[RobotSocks]

Hi @oldfella thanks for replying. Actually that's the one thing I hadn't tried. Just gave it a go, but it didn't make a difference, unfortunately. 

[RobotSocks]

Hi @MightyQuinn thanks for replying. Well maybe, maybe not, I'm not an expert. All I can tell you is it outputted Cyberpunk 2077 in Dolby Vision and the UHD HDR blu ray played in HDR as it should (admittedly not HLG HDR but I believe that's only used for broadcasts/streaming not physical media?). To me that should be enough but, as I said, I'm not an expert, just a reasonably adept Googler 🙂

[Chodley]

Correct. You won't get HLG on a recording or streaming service. But I don't think your TV would tell the Q that it can't do HLG. I suppose it's possible a TV setting somewhere could disable that but my TV doesn't have one. Is the EOTF set to Auto?

This is really weird. I think the box might need replacing.

[Laing1]

@RobotSocks if you have the sports channel then during the live football this afternoon you could try tuning into the live football either 401 Sky sports main event UHD or 402 and follow the onscreen prompts to watch UHD and see if you can watch in HDR or not then you would know if it was your box 

[RobotSocks]

Thanks @Laing1  No Sky Sports, sadly, otherwise that would be a good test. 

[RobotSocks]

Thanks @Chodley My gut is it's an issue with the box as well. 

[Laing1]

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@RobotSocks wrote:

Thanks @Laing1  No Sky Sports, sadly, otherwise that would be a good test. 

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@RobotSocks ok thats a shame are you able to download and play any other UHD HDR films Ie Harry Potter films are in UHD HDR

I've just tried downloading super mario bros film in UHD HDR and its downloading for me 

Would be good to know if you can change the format to HDR to  see any films available in HDR if not it does point to the box 

[RobotSocks]

Hi @Laing1 if I go to 'All Formats' on Super Mario (or Dungeons & Dragons, or Across the Spider-verse) I no longer have the option to download in HDR. Ultra High Definition is the "best" format available. Also if I go to the Disney+ app via the Sky box, everything is just "HD" now, not 4k

or HDR10 etc. 

[Laing1]

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@RobotSocks wrote:

Hi @Laing1 if I go to 'All Formats' on Super Mario (or Dungeons & Dragons, or Across the Spider-verse) I no longer have the option to download in HDR. Ultra High Definition is the "best" format available. Also if I go to the Disney+ app via the Sky box, everything is just "HD" now, not 4k

or HDR10 etc. 

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@RobotSocks does sound as though there is a problem with your box 

[IL+Cattivo]

@RobotSocks  Did you get this resolved in the end..?

I have SkySports with the UHD package connected to a 2021 Sony Bravia 65A90J OLED and all of a sudden the UHD content I watch and download via my SkyQ UHD box refuses to output anything in HDR.

SkyQ Display settings set to 2160p 10-bit

It has been working fine until recently...