Issue when streaming HDR content on Sky Q and Apps

[jezzer42]

---

@Arek3

---

Hi @Arek3, you are not alone!
I would be interested to know what hardware version (under Settings, System Info) of Sky Q box you have.

[Arek3]

thanks for suggestion. Is Dolby Vision better than UHD / HDR?

[Arek3]

@jezzer42 

Sky Software Q310.000.13.00L (60nehp0)

Panasonic TV software Fire OS 8.1.3.8 (RS8138/2921)

[nigea99]

---

@Arek3 wrote:

thanks for suggestion. Is Dolby Vision better than UHD / HDR?

---

hi @Arek3 

Dolby Vision is a form of HDR

Other types include HLG as  used in  SKY content & BBC iPlayer, HDR10, alongside newer HDR10+ & Dolby Vision (and now even newer variants of these) 

The apps on SKY Q boxes use HDR10 which has static meta data whereas HDR10+ & Dolby Vision have Dynamic meta data 

See this article by Dolbyon DV Dolby Vision vs HDR10 

DV & HDR10+ are similar and considered better than HDR10 and HLG & this is one of the reasons we recommend using the TVs own apps (or on other devices like Firestick 4K or Apple TV boxes) as well as Atmos sound which some Q apps do have but not all.

HLG has a drawback that it needs brighter TVs and is usually considered too dark on TVs with a peak Brightness <600 nits (aka cd/m2)

BTW HLG as used by SKY and iPlayer was developed by the BBC with Japanese broadcaster NHK for broadcasting in real time (e.g. sports & other live events) - although I think the others now can be used for this.

[jezzer42]

---

@Arek3 wrote:

@jezzer42 

Sky Software Q310.000.13.00L (60nehp0)

Panasonic TV software Fire OS 8.1.3.8 (RS8138/2921)

---

Hi, thanks for the reply. I was actually after the hardware version of the Sky Q box something starting 32Bnnn. Mine is a 32B108 box.

I am trying to find out if this issue affects the latest Sky Q boxes and/or Sky Stream boxes or if it just confined to Version 2 Sky Q Boxes.

Just for info Version 1 boxes, although 4K capable, don't support HDR.

Version 2 boxes are very simmilar to version 1 boxes but are capable of HDR for Sky content and most apps.

Version 3 boxes are slightly updated hardware and additionaly support BBC iPlayer in 4K HDR.

[Arek3]

@jezzer42 

Hi again

sorry I didnt realise that

Sky hardware version is 32B 107

[jezzer42]

---

@Arek3 wrote:

@jezzer42 

Hi again

sorry I didnt realise that

Sky hardware version is 32B 107

---

Hi, thanks for getting back, your 32B107 is a version 2 box. 

As @lettice has said in a previous post and despite the problem only starting after a recent firmware update on these Panasonic TV's, I think SKY need to work with Panasonic to sort this out as, as far as I am aware and please, if anyone knows otherwise, correct me on this, this issue only seems to affects version 2 Sky Q boxes (32B1xx). Version 3 boxes boxes don't seem to have this issue despite these boxes streaming exactly the same content.

One caveat, there may be fewer version 3 Sky Q boxes than version 2 in use and thus far fewer reports even if they have the same issue.

I would be interested to hear from anyone who has a Version 3 Sky Q Box (32B2xx) and a Panasonic Z85A, Z90A or Z95A TV to see if they have any problems with HDR content from their Sky Q box.

Additionaly it would be great to hear from anyone who buys the new Panasonic  TV-55Z95BEB TV (which is available to pre-order at Richer Sounds) to see if they have any issues with Sky Q boxes.

[Arek3]

@jezzer42 

Thanks for all these details.

I have just called Sky and explained HDR issue and they said they can replace the box to the latest version. They confirmed what you said that version 2 box is not really compatible with HDR. We had this box for maybe 4-5 years?

Box replacement is free of charge. I know I won't be able to keep the recordings on the existing box but I should be fine with that.

I will advise when I get new SkyQ box if the issue will get fixed.

thanks again

[Laing1]

---

@Arek3 wrote:

@jezzer42 

Thanks for all these details.

I have just called Sky and explained HDR issue and they said they can replace the box to the latest version. They confirmed what you said that version 2 box is not really compatible with HDR. We had this box for maybe 4-5 years?

Box replacement is free of charge. I know I won't be able to keep the recordings on the existing box but I should be fine with that.

I will advise when I get new SkyQ box if the issue will get fixed.

thanks again

---

@Arek3 I'd wouldn't believe everything the adviser said to you, as previously posted on the forum by others Sky sending out a replacement box you could get any box as they have no way to tell when sending replacement which is which version.

Their statement that V2 boxes aren't really compatible with HDR in my opinion is rubbish the V2 box works perfectly well with HLG HDR it appears to be only a few Panasonic models if there were major compatibility problems on the V2 box there would be more customers with different branded TV's having this problem.

Quite often and wrongly  some customer advisors say what they think the customer wants to hear to get them off the phone.

I do hope you get a V3 box 

[Arek3]

@Laing1 

@jezzer42 

Maybe there is something else that Panasonic TV does not like with regards to system compatbility with Sky q?

How can I tell from hardware setting if I get Sky Q box in Version 3?

[nigea99]

---

@Arek3 wrote:

@Laing1 

@jezzer42 

Maybe there is something else that Panasonic TV does not like with regards to system compatbility with Sky q?

How can I tell from hardware setting if I get Sky Q box in Version 3?

---

It does just seem to be the latest Panasonics - I have never had problems on my GZ950

BTW I also have a 'V2' box

V2 - Hardware version 32B1xxx, V3 32B2xxx.

As @Laing1 mentions it is likely to be pot luck as to which box you would get as a replacement - their systems are just not geared up to identifying the 2 different boxes as their systems just know them both as UHD/HDR boxes

If you do get a doorstep swap, make sure you take out your viewing card before handing over your old box

[Tarrantino]

---

@Arek3 wrote:

@Laing1 

@jezzer42 

Maybe there is something else that Panasonic TV does not like with regards to system compatbility with Sky q?

How can I tell from hardware setting if I get Sky Q box in Version 3?

---

I know with engineers they go to a locker like Amazon and just pick up whatever they're sent for the jobs each day. 

With doorstep again just pot luck I think. I've only ever had V2 boxes. 

The frustrating part is this has only happened since January when Panasonic pushed an update. 

As it's still at the factory, I'm hoping they are still working on it. However the more tickets going in the better. 

[Arek3]

@jezzer42 

@nigea99 

@Laing1 

@nigea99 

@Tarrantino 

Thank you all for your feedback and comments.

Today I got my Sky Q box replacement but I think it is still version 2

Hardware version 32B 12C

Software Q280.000.08.ool (5vosfts)

I suppose there is no point in calling Sky again trying to get version 3 as this may go on forever since they cannot tell what the dispatch.

The HDR issue is still there. Maybe a bit less frequent but still there.

I also called Panasonic Customer Service. I explained that other people from this forum have reported similar issue but I was told they have no way of telling if other people reported this to consolidate these issues.

I was asked to send them video recording of the issue which I did.

Not sure if this will ever get sorted now?

[Arek3]

@nigea99 

@Tarrantino 

@Laing1 

@jezzer42 

Thank you all for your comments and for your suggestion.

Today I received Sky Q box replacement (came quickly as only ordered on Saturday) but I think I still got version 2

Hardware version 32B 12C

Software version Q300.000.06.ool (5yzv4ns)

Not sure if there is any point in calling Sky to ask for version 3 as this may just go on forever since they don't have records on what the ship out. 

I checked HDR and the issue is still the same when watching via SkyQ box (maybe it is a bit less frequent but still there).

I will keep on using TV apps to stream in better quality. Thanks for that suggestion.

I also called Panasonic customer care and reported the issue with HDR. I am not sure if they can see what other people reported but I explained what was discussed on the forum (January software update). They said they could not see other reports to bundle them.

I was also asked to send them video recordings of the screen which I did.

Not sure if this will ever get sorted now?

Thanks again for your help!

[jezzer42]

---

@Arek3 wrote:

Today I received Sky Q box replacement (came quickly as only ordered on Saturday) but I think I still got version 2

Hardware version 32B 12C

I also called Panasonic customer care and reported the issue with HDR. I am not sure if they can see what other people reported but I explained what was discussed on the forum (January software update). They said they could not see other reports to bundle them.

---

Hi,

You are correct, your replacement box is a version 2 box.

Panasonic Uk responded to me,  by e-mail on 14th May, as follows -

"We would like to thank you a lot for the detailed information about the tests and results as they are very helpful for the investigation.
Rest assured that your case is being handled, and it was raised to our factory for further investigation.

For the next steps, you will be updated via email once we get the reply from the concerned team."

So I am sure the issue is being worked on, especially as their new range of OLED's are due to go on sale at the end of June or beginning of July and they won't want to release them with this issue present.
(As far as I can tell, from the Panasonic web site, the new range uses the same chipset as the current range and therefore probably the same firmware)

If I haven't heard anything by 14th June I will contact them for an update.