No UHD on Disney Plus Premium via Puck

[TimSkyStream]

Hey all,

I've just subscribed to Disney Plus Premium, mainly to avoid the ads, but also to enjoy the 4K stuff.

It's not working with a Viewsonic X10 projector, although Sky Movies will happily play 4K HDR via the puck.

Same puck works on another 4K tv for Disney, so I know it's a localised issue between the Disney app on the puck and the X10. Apple TV and Google TV both play Disney 4K on the X10 fine. I have 2 pucks and they exhibit the same behaviour (only with the Disney app).

Anyone else have this particular combination or can offer anything to try to get it working please? I've tried most of the suggestions I could find on the boards here (set puck to auto, set puck to 2060p, change HDMI cable, refresh apps, turn everything off / on again 🙂 There's no setting on the X10 unfortunately to 'force' HDR.

I'd rather not have to switch between the puck and Google / Apple TV to watch a 4K disney show if possible - thanks in advance!

[Mister_Dalek]

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@TimSkyStream wrote:

Hey all,

I've just subscribed to Disney Plus Premium, mainly to avoid the ads, but also to enjoy the 4K stuff.

It's not working with a Viewsonic X10 projector, although Sky Movies will happily play 4K HDR via the puck.

Same puck works on another 4K tv for Disney, so I know it's a localised issue between the Disney app on the puck and the X10. Apple TV and Google TV both play Disney 4K on the X10 fine. I have 2 pucks and they exhibit the same behaviour (only with the Disney app).

Anyone else have this particular combination or can offer anything to try to get it working please? I've tried most of the suggestions I could find on the boards here (set puck to auto, set puck to 2060p, change HDMI cable, refresh apps, turn everything off / on again 🙂 There's no setting on the X10 unfortunately to 'force' HDR.

I'd rather not have to switch between the puck and Google / Apple TV to watch a 4K disney show if possible - thanks in advance!

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All 4K content on Disney+ has HDR so it's probably something to do with that. 

If your projector doesn't have Dolby Vision then Disney+ should output 4K HDR10 instead but it's possible the puck isn't getting correct information back from the projector via HDMI that it's capable of receiving it, and therefore defaulting to HD output. 

It's strange that you say it will play Sky Cinema UHD HDR movies, which have HLG HDR, because usually once the puck detects this it will also output other HDR formats too. 

Try making sure the projector is fully powered on before turning the puck on to re-establish the HDMI handshake between the devices. This may make it realise that the projector is HDR10 capable.  

[Chrisee]

@TimSkyStream sounds like a HDMI communication issue. What should happen is the HDMI handshake should tell the puck exactly what signals the projector can handle which I guess can accept HDR10 but not Dolby Vision. In turn the puck relays the information to the app or streaming platform which streams the highest standard both support which I think should be UHD HDR10 in your case but for some reason that is not happening and it is streaming a HD stream. The Disney+ app is owned and developed by Disney by the way not Sky.

Similar issues have been reported before wiith some devices not able to access a HDR10 stream on Disney but other users saying theirs can. I cannot test this myself as both my UHD screens support DV. Do you havecsimilar issues with Netflix or Prime?

[TimSkyStream]

Thanks for the help - I've been unplugging pucks with the projector on and switching them this morning whilst changing the HDMI cable, but I will try that again later.

I played some of Madame Web in 4K UHD too from Sky Cinema before launching the Disney app to try and convince it that the projector was up for it but that didn't work either 😅

I'd guess that the Disney app has its own handshake and is ignoring what Sky sends to it, or Sky is bruteforcing output regardless of the HMDI output (although that seems less likely). I might try and see if I can roll back the firmware on the X10 a few times to see if that changes anything.

[TimSkyStream]

Thanks @Chrisee - Netflix and Prime play 4K fine on the X10 via the Puck. And the X10 plays Disney 4k fine via Google TV or Apple TV - so it definitely seems like a particular interaction of the Disney App on the Sky Puck with the X10 projector. I feel my chances of getting Sky or Disney to look at it are slim though 🙂 Although I'm a willing tester!

[Chrisee]

@TimSkyStream it has been reported in the past but nothing has been fixed.  Sky staff do read the posts and I know the team responsible for liaising with app owners are keen to iron out bugs like this but it takes two to Tango and Disney are not known for their co-operation. Oddly both Netflix and Amazon have apparently really worked to optimise their apps.

[Slayer2005]

I have same kind of issue tim.

Sky

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@TimSkyStream wrote:

Thanks @Chrisee - Netflix and Prime play 4K fine on the X10 via the Puck. And the X10 plays Disney 4k fine via Google TV or Apple TV - so it definitely seems like a particular interaction of the Disney App on the Sky Puck with the X10 projector. I feel my chances of getting Sky or Disney to look at it are slim though 🙂 Although I'm a willing tester!

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sports HDR plays fine, Amazon prime app plays HDR fine, but it won't play apple TV or discovery TnT sports with HDR at all 

I also have viewsonic x10 💪

Now I no like you it's not a projector issue as if I switch boxes and use my BT/ee box tnt sports app and apple TV app play HDR fine.

Pretty sure it's a hardware thing with the sky stream box .

Hoping we get a update . If we don't I won't be renewing, can't be that hard for the Devs to get a update!

Out of interest how many hours you have on your viewsonic? I'm on 10906 ! But I have used it as my main lounge TV now for 3 years. If I get another 3 years out of it I'll be happy 😁 

Merry Christmas 🎄 🎁