Sky Puck - UHD on demand The Content you have selected cannot be played.....

[macleod2024]

Hi.

I am trying to play UHD/HDR content from the Ultra HD tab of the movies menu on a Sky Puck.

I have it connected to a GIGABYTE 4K Ultra HD monitor.

The monitor supports HLG but is HDR400 I believe.

I'm using an 8k HDMI cable.

Every time I try to watch a UHD movie on demand it says The Content you have selected cannot be played on this device.

If I put a UHD sports channel on, the Puck turns on HDR.

I've checked all the available settings in the monitor. The only one that I think would affect this is the HDMI option. I've made sure it's set to 2.1.

Any help would be appreciated.

[macleod2024]

I forgot to mention that the picture quality setting on the puck is set to 2160p

[Nigelb1972]

Try swapping your input ports around because it's a HDCP issue on the monitor according to Reddit 

[macleod2024]

Gave that a go and no joy.

I also made sure the monitor firmware was up to date.

I think you're on the right lines though. Need to see if I've got another decent hdmi cable somewhere.

[Chrisee]

@macleod2024 if Sky Sports channels in UHD play correctly on your monitor it can be simply an issue with the UHD version of the movie you chose. On occasions with new titles on Sky Cinema the UHD version is not available at the time as the HD version and you will get that error message.  The UHD/HDR versions need further processing by Sky which often is not complete if the incoming file from the studio arrives late or requires reprocessing if it fails QC. 

Where this happens email Sky Viewer Relations team at viewerR@sky.uk who will get it fixed. 

All Sky UHD material requires the TV or monitor to support DHCP2.2 so if any plays that isnt an issue. Sky use HLG for their HDR content again if any plays your monitorcsupports that. These days most premium monitors thst have HDMI ports support both.

[macleod2024]

So just a quick update on this one.

First I thought I'd clarify that if I play movies that are just UHD they're fine. It's only when I try the UHD with HDR movies I have a problem. However as I previously mentioned UHD sports channels turn on the HDR and work fine.

I tried a different port on the monitor as someone suggested. I also tried a different HDMI cable that I know works.

Someone else mentioned that the movie I'm trying may not work. I was testing with Equalizer 3. This works fine on my Sky Glass TV.