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TermiNader
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10th stratosphere!

Teacher

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13 Messages

Fri, Dec 22, 2017 9:27 PM

Closed

HDR not enabled on my Samsung TV

I am a 20 year subscriber to DIRECTV and have been a very (mostly) satisfied customer!

 

I recently upgraded to the Genie 2 (HS17) and have two 4K mini genies.  Each 4k mini genie is connected to a 2016 Samsung 4K HDR capable TV (KS8000), one 55 inch and one 65 inch.  The connection from each DIRECTV mini genie is HDMI directly into the TV HDMI port.


The setup works very well and I love all the 4K content I can get.  However, the DIRECTV HDR content does not cause either of my TVs to engage into HDR mode.  I get a great 4K picture, but not in HDR.  I am able to get each TV, very consistently, into HDR mode using apps on the TV (Amazon, Netflix), via a USB drive and over HDMI from a UHD BD player.  So I know when the TV is in HDR mode and when the TV isn't.

 

When I check the DIRECTV Settings for Display and Video, it reports back that each TV is HDR ready.  I am on the latest TV firmware as well as the latest (not CE) DIRECTV firmware for the HS17 and the clients.  I have been able to download HLG broadcast content and view it on the TV.

 

Any reason why I shouldn't be seeing 4K content in HDR?  Is there some incompatibility in how DIRECTV broadcasts HDR that doesn't allow the TV to recognize the content is HDR?

Accepted Solution

Official Solution

wgchurch

Mentor

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22 Messages

4 y مضت

The reason why your TV isn’t switching to HDR when viewing Directv’s 4K channels that are broadcasting a show in HDR is due to your TV not supporting the HDR version called HLG. There are 3 types of HDR: HDR10, Dolby Vision and the newer version called HLG which was created by the BBC. Directv broadcasts all of their current 4K HDR programming via the new HLG (Hybrid Log Gamma). Now if your TV manufacturer TCL comes out with an firmware update for your TV model to include support for HDR HLG, then at that time you will see your TV switch to HDR when Directv broadcasts a show in 4K HDR/HLG. Hope this helps. 

DIRECTVhelp

Community Support

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16.4K Messages

5 y مضت

Hello TermiNader,


I am sorry to hear about the issues that you're having and would like to help and look into this for you. Please send us a Private Message here: http://soc.att.com/2uEE6Ki with your account and contact info.


David, AT&T Community Specialist

Tutor

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2 Messages

5 y مضت

I have the exact same issue.  The Brian Setzer Christmas special (advertised as being in HDR) did not trigger my Samsung KS8000 to go into HDR mode.

Tutor

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5 Messages

5 y مضت

Same TV, exact Same problem. Anybody contact DTV and get any useful information? I'm going to guess its a samsung TV C61K handshake issue.

 

HR54-500 and C61K-100

Tutor

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5 Messages

5 y مضت

NM

TermiNader

Teacher

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13 Messages

5 y مضت

Yes, I had someone helping me over e-mail last week but not responding this week.  Either they have given up or are on vacation.

 

I'll keep trying as this affects a lot of people.

DIRECTVhelp

Community Support

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16.4K Messages

5 y مضت

Good afternoon @TermiNader,


It is my understanding your Samsung 4K KS8000 TV is not auto detecting HD mode.  We definitely want to get this working for you.  I will be happy to assist you with this matter.  By the way love the name, big fan of the first two movies.


Please reset your DVR.  Behind the access card panel you will find a red button, press and hold the button for 20 seconds.  Let the DVR unit completely restart before testing.


If this does not resolve the matter, please send a private message to @ATTCares.  In this communiqué be sure to include the following;


Full name:


Account number:


Good call back number:


Time zone and the best time to reach out to you:


Thank you for accessing the Community Forums, and enjoy your weekend!


Anthony, AT&T Community Specialist




TermiNader

Teacher

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13 Messages

5 y مضت

Your understanding is not correct.  HD mode is fine.

 

Your 4K broadcasts, when they are also in HDR, are not enabling HDR mode on the TV.  HDR provides a wider color gamut and a brighter picture than regular 4K.

 

I have an HS-17 Genie 2 and two C61K clients attached to two different TVs of the same Samsung model, KS8000.  See details in my first post.


Is this a known issue?  Any suggestions to correct the issue?

DIRECTVhelp

Community Support

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16.4K Messages

5 y مضت

Hello @TermiNader,


I understand your issue.  You 4K broadcasts are not enabling HDR mode on your TV.  Please reset the receiver as this will eliminate the possibility of a communication error.


We have not identified this matter as a known issue at this time.  One thing Samsung has recommended is to turn off auto detect.


If the issue still persists, please send a private message to @ATTCares.   Be sure to include the following information;


Full name:


Account number:


Good call back number:


Time zone and the best time to reach out to you:


Thank you for participating in the Community Forums, and have a great weekend!


Anthony, AT&T Community Specialist

Tutor

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5 Messages

5 y مضت

I have the HR54-500 and C61K-100 with the same samsung ks8000. The hdr signal is not triggering the samaung tv to go into hdr. 

TermiNader

Teacher

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13 Messages

5 y مضت

What does this mean "One thing Samsung has recommended is to turn off auto detect."?

I'll give it a try along with the receiver reset to see if it makes any difference.

TermiNader

Teacher

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13 Messages

5 y مضت

I have separately confirmed that this is a Samsung TV issue for the KS8000.  It tells the DirecTV set top box that the TV is not capable of HLG HDR even though it is.

 

DirecTV: please escalate for a fix by Samsung as us DirecTV users cannot see the HDR you are providing!

Juniper

ACE - Expert

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16.6K Messages

5 y مضت

If it is confirmed it is specifically the Samsung TV, then I would contact them as well. Also see if there are any software/firmware updates available in case a fix has been found, or perhaps being tested out.

Tutor

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2 Messages

5 y مضت

The interesting part is that when your run the "test" in the Directv receiver settings section it comes back with the "...congratulations, your TV is HDR capable..." or some such similar language.  

TermiNader

Teacher

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13 Messages

5 y مضت

DirecTV confirmed that the test for HDR looks for HDR10 capability, not HLG HDR.

That is logged for investigation and possible change to the logic check.


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