No UHD Through Sky Stream Error Code UH011

[JBFRAM]

After using Sky Q for years with a satelite dish I have had to switch to Sky Stream using a puck as a dish is not possible in our new home. 

The set up works well but I cannot get SKy UHD Channels.

My TV` is quite old Samsung Model UE55HU8500TXXU Purchase Date 04/30/2015 but the UHD channels worked perfectly with the old box.

Sky Techincal Support gave me a whole list  of things to do including rebooting both the puck and the TV and checking the HDMI cable is correct. I've done all of that but still get no Sky UDH. 

When I went to settings after doing everything suggested, I got Error UH011 "This input on your TV Doesn't Support Ultra HD'. 

The TV has always supporterd UHD until now.

Any ideas?

[lettice]

Looking at the spec of that TV, it is not capable of HDR.

It could though play some UHD flagged content.

Your TV is 8bit, so ignore any 10bit options you see.

If you are using any soundbar, I'm afraid for the Puck you will have to have to most probably have a direct connection to a TV hdmi port from the puck, no arc type connection.

Not exactly sure on the connections of the TV,  but can you connect the Sky supplied hdmi cable from the puck to the Samsung  TV MHL port. Make sure you remove the power from the Samsung TV before doing so, no need to do so for the puck, but power ghe puck on and off if you wish.

Power on the TV and puck and do the following in settings;

1. Press Home on your Sky remote.
2. Go to the bottom and select Settings.
3. Select Picture and sound, then highlight Picture format.
4. Choose 2160p (UHD).
5. Select Find it for me. select 8-bit.
6. It'll say 'Do you want to save the changes?'. Select Confirm.

Didn't see the 'Do you want to save the changes?' message? Wait for the main screen to return, select Continue and try 8-bit. You should see the message this time. Select Confirm.

[peter-marlow+1966]

JBFRAM

Welcome to the forum We are all fellow customers on here like yourself 

Just a quick  check ! Are you  paying  for  uhd and atmos sound in your  subscription  ? Aswell 

[JBFRAM]

Yes paying for these

[peter-marlow+1966]

Ok 

[JBFRAM · Accepted solution]

Thanks so much. This fixed it . Great help