UHD

[DAVIDLEW]

I have sky Q and with my package I have hd and uhd. I changed the set up to 2160P UHD. It wouldn't allow 10 bit but would allow 8 bit. I have checked and my SKYQ box is UHD compliant. I thought doing this would allow me to watch UHD content. So I tried but it simply says press the red button to upgrade. Please can someone help me to view uhd content on sky q. I am paying for uhd as part of my package so don't understand why sky is telling me to upgrade. Many thanks

[oldfella]

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@DAVIDLEW wrote:

I have sky Q and with my package I have hd and uhd. I changed the set up to 2160P UHD. It wouldn't allow 10 bit but would allow 8 bit. I have checked and my SKYQ box is UHD compliant. I thought doing this would allow me to watch UHD content. So I tried but it simply says press the red button to upgrade. Please can someone help me to view uhd content on sky q. I am paying for uhd as part of my package so don't understand why sky is telling me to upgrade. Many thanks

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Hi @DAVIDLEW 

Your Q box may be UHD capable but maybe not HDR capable.

TV and Q box needs to be HDR capable for 2160p 10 bit

See following link

https://www.sky.com/help/articles/sky-software-updates

[TimmyBGood]

@DAVIDLEW 

The original 'Q Silver' 2TB from 2016 can do UHD but not HDR.

Sometimes this box is inadvertently dispatched by Sky as a replacement for later 2TB models.

[nigea99]

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@DAVIDLEW wrote:

I have sky Q and with my package I have hd and uhd. I changed the set up to 2160P UHD. It wouldn't allow 10 bit but would allow 8 bit. I have checked and my SKYQ box is UHD compliant. I thought doing this would allow me to watch UHD content. So I tried but it simply says press the red button to upgrade. Please can someone help me to view uhd content on sky q. I am paying for uhd as part of my package so don't understand why sky is telling me to upgrade. Many thanks

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What were you trying to watch when you got the upgrade message ?

Are you sure you have the UHD add on & not just the HD add on 

8 bit vs 10 bit should make no difference to a prompt to upgrade message (HDR is not charged extra) - just which version of UHD content you can watch

[Laing1]

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@DAVIDLEW wrote:

I have sky Q and with my package I have hd and uhd. I changed the set up to 2160P UHD. It wouldn't allow 10 bit but would allow 8 bit. I have checked and my SKYQ box is UHD compliant. I thought doing this would allow me to watch UHD content. So I tried but it simply says press the red button to upgrade. Please can someone help me to view uhd content on sky q. I am paying for uhd as part of my package so don't understand why sky is telling me to upgrade. Many thanks

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@DAVIDLEW what Tv do you have as some TV's need settings to be changed to allow 10 bits 

[DAVIDLEW]

The add on says HD and UHD

[nigea99]

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@DAVIDLEW wrote:

The add on says HD and UHD

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Please can you go to Home - My SKY - My products  & check you have Ultra HD listed  as there is not a specific combined HD & UHD add on.

When it comes to the Subscriptions applied / charged - they are separate add ons/subscriptions

[DAVIDLEW]

In your products it says Sky Hd and Ultra Hd, Sky signature and sky go extra

[nigea99]

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@DAVIDLEW wrote:

In your products it says Sky Hd and Ultra Hd, Sky signature and sky go extra

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Thanks for confirming. 

When you got the message to upgrade what were you trying to watch ?

[DAVIDLEW]

I tried to find some UHD content so, I went into on demand>ULTRA HD and selected one of the "Originals  in Ultra HD". Strangely one that was in there was RAY DONOVAN and this downloaded and I could watch it. When I tried another one DJANGO it then gave the message to press red button to upgrade. On closer inspection RAY DONOVAN was actually described as HD and DJANGO was described as UHD, I don't know why HD content is in the ULTRA HD section.

[nigea99]

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@DAVIDLEW wrote:

I tried to find some UHD content so, I went into on demand>ULTRA HD and selected one of the "Originals  in Ultra HD". Strangely one that was in there was RAY DONOVAN and this downloaded and I could watch it. When I tried another one DJANGO it then gave the message to press red button to upgrade. On closer inspection RAY DONOVAN was actually described as HD and DJANGO was described as UHD, I don't know why HD content is in the ULTRA HD section.

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Hmm not sure what is going on.

U have tried both and both are available in UHD

Can I ask that you first of all check your download preference and set to UHD if not set  :

Main Menu -> Settings -> Setup -> Preferences

Once set please can you try searching (Voice search or via the search button) for Avanue 5 and see if you can download that in UHD or whether you also get prompted to upgrade for that

[DAVIDLEW]

I changed download preferences to UHD as it was still set to HD. Then i voice commanded Avenue5 and tried to download. Then it gives the message to Press red dot symbol to upgrade and watch Avenue5.

[Chodley]

I think this one might need a call to Sky to dig into your account setup. Even if your TV HDMI input needs "deep colour" or similar switching on to allow 10bit (and therefore HDR) the UHD version should not give that error.

[DAVIDLEW]

Many thanks for your help. I will do that. Have a good evening.