Sky Stream Puck not displaying UHD despite Philips TV being capable

[Mark196852]

I have a Philips 50PUS8507/12 50-Inch 4K LED TV connected via a high speed HDMI cable to a Sky Stream puck. I have the UHD add-on, but am finding that the puck will not allow me to set the screen to run in UHD, suggesting the TV is not capable. I checked the tech spec of the TV and although now no longer available (bought it last year and the ambilight feature is excellent...), it is capable of running 3840 x 2160 at 50mhz. Sky "troubleshooting" suggests I call the TV manufacturer to check the TV will run the required rate. Done that. It does. What's next then Sky team??

So, a couple of questions. Firstly am I asking for something that simply just can't happen? It looks like it can - TV fits the tech spec and the puck suggests it can output the pixels, while the HDMI in between is definitely up to the job. Secondly, has anyone else had a similar issue that they've managed to get past? When I switch the setting on the puck to UHD (2160) I dont get a message asking me to accept, nor do I get any reference to 8 bit or 10 bit as the Sky documentation suggests I should.

Maybe there's a firmware update to the puck waiting to happen? Who knows. To be honest, I can't see many channels suggesting they are running UHD so maybe there is a "something" in between the other component parts that needs to happen?

All and any information gratefully received, thank you.

[Dazzasky · Accepted solution]

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@Mark196852 wrote:

I have a Philips 50PUS8507/12 50-Inch 4K LED TV connected via a high speed HDMI cable to a Sky Stream puck. I have the UHD add-on, but am finding that the puck will not allow me to set the screen to run in UHD, suggesting the TV is not capable. I checked the tech spec of the TV and although now no longer available (bought it last year and the ambilight feature is excellent...), it is capable of running 3840 x 2160 at 50mhz. Sky "troubleshooting" suggests I call the TV manufacturer to check the TV will run the required rate. Done that. It does. What's next then Sky team??

So, a couple of questions. Firstly am I asking for something that simply just can't happen? It looks like it can - TV fits the tech spec and the puck suggests it can output the pixels, while the HDMI in between is definitely up to the job. Secondly, has anyone else had a similar issue that they've managed to get past? When I switch the setting on the puck to UHD (2160) I dont get a message asking me to accept, nor do I get any reference to 8 bit or 10 bit as the Sky documentation suggests I should.

Maybe there's a firmware update to the puck waiting to happen? Who knows. To be honest, I can't see many channels suggesting they are running UHD so maybe there is a "something" in between the other component parts that needs to happen?

All and any information gratefully received, thank you.

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Have you tried connecting the puck via hdmi ports 3 or 4. A quick check on the tv specifications suggest HLG which is what the puck supports for HDR content is only supported on those 2  hdmi ports @Mark196852 

[BenJoBanjo]

@Mark196852 

Your TV should absolutely be capable of accepting a UHD 50 or 60Hz input from a Stream puck, it's a 2022 model so is actually newer technology than Sky Stream. 

When you set the video output of the puck to 2160P does the image on-screen flicker at all as the input changes?

I've just checked the manual for your model of TV and you need to make sure that Optimal is selected for the HDMI port you have the Stream puck attached to:

Settings > General settings > HDMI Ultra HD > HDMI (port) > Standard, Optimal, or Optimal (Auto Game).

This will allow all formats of UHD HDR to be passed to your TV. Your TV is actually better spec'd than the Stream puck in that it can also receive HDR10+ as a format so it shouldn't be a problem to receive HLG, HDR10 or Dolby Vision. 

[Mark196852]

Brilliant support both of you as both went toward the answer! For reasons only Sly can answer, I apparently can only mark one as the answer yet setting the port to optimal and selecting hdmi4 only solves the issue  when used together

So, Sky, are you able to credit both as providing the correct solution please??

[Dazzasky]

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@Mark196852 wrote:

Brilliant support both of you as both went toward the answer! For reasons only Sly can answer, I apparently can only mark one as the answer yet setting the port to optimal and selecting hdmi4 only solves the issue  when used together

So, Sky, are you able to credit both as providing the correct solution please??

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You're welcome, glad @BenJoBanjo and myself could be of help. @Mark196852 At least you've got it sorted now.