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Vudu app on Nvidia Shield TV outputting dark video

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    Vudu app on Nvidia Shield TV outputting dark video

    Posted this in another forum but didn't get a response, but this problem is now documented from a number of users.

    App works as expected, and can play any movie without 24p stuttering - which is HUGE. Can't find another player that does this (Shield TV only now has great fluidity of motion - older versions of FW had issues...)

    So that's the (very) good news.

    Bad news is all / any video played via the Vudu app on the Shield TV is about 25% darker than it should be. Video level is just low.

    Netflix, Amazon video, Google play video all output normal video levels on the Shield TV, with no changes to HDMI output modes etc... It isn't related to that - any mode has the same issue - it is just something in the way the Vudu app (which is a special version just for Shield, I am told) is handling the video streams. Same movies played by one of the other services produce proper video levels, without changing any settings.

    So, I've resorted to having to use the Cast feature, which thankfully produces normal (correct) video levels from the Shield TV (but there are certain UHD titles that won't play this way, but I understand this is being addressed...)

    I've opened a ticket with Nvidia, who suggested I do the same with Vudu.

    Thanks for any insight on the issue.

    #2
    We are investigating. To clarify, you are seeing this on HDX titles, not just UHD?

    Comment


      #3
      Originally posted by Jake View Post
      We are investigating. To clarify, you are seeing this on HDX titles, not just UHD?
      Thanks. Yes - any quality setting.

      It appears that the vudu app is aware of your devices capabilities (via HDMI edid / settings), and shows "UHD" or HDR accordingly in the app.

      None of this makes any difference with this issue - you can set the Shield TV output resolution or refresh rate to anything you want, and problem is the same.

      Note that with whatever settings you choose for HDMI / output, you can play Movie A from Google Play, or Amazon, and levels are correct. Exit out and start Vudu, select same Movie A, play it, and get darker video.

      Thanks for looking into it. All I've heard from Nvidia is that they've escalated the issue to "level 2"...

      Comment


        #4
        Originally posted by Jake View Post
        We are investigating. To clarify, you are seeing this on HDX titles, not just UHD?
        So Nvidia has punted, saying it is an app issue (which I guess it is), and to contact the app developer (googleplay@vudu.com - doesn't seem right...)

        Please see below the exchange over the last few days:

        Subject
        streaming Vudu movies using the Vudu app you are noticing video quality issues
        Response By Email (Josh) (03/07/2018 03:04 PM)
        Hi John,

        Thanks for reporting this to us, while we research all issues reported on SHIELD TV we are not able to fix all app related issues. Most issues related to specific apps need to be addressed by the app developer.

        I would also recommend reporting this to the app developer, googleplay@vudu.com.

        Josh
        NVCC
        Response By Email (Ahmed) (03/06/2018 10:59 AM)
        Hello,
        Your case is being escalated to our Level 2 Tech Support group. The Level 2 agents will review the case notes. As this process may take some time we ask that you be patient and a Level 2 tech will contact you as soon they can to help resolve your issue.
        Best Regards,
        NVIDIA Customer Care
        Customer By CSS Email (john ) (03/06/2018 06:25 AM)
        Feedback sent. 16gb model 2017 Sn xxxxxxxxx
        Vudu app version 4.1.23.60526
        Thanks for your help

        On Mar 6, 2018 8:13 AM, "Nvidia Customer Care"nvhelp@nvidia.com wrote:
        Response By Email (Lohith) (03/06/2018 05:13 AM)
        Hello John,

        Thank you for the update.

        We need to investigate this issue further.

        Submit feedback from Shield TV, respond back and confirm once done

        -> Go to the settings
        -> From the first list of options to the Right, please scroll down to the option called "About"
        -> Select the second option called "Send feedback to NVIDIA"
        -> Select "NVIDIA Customer Care sent me"
        -> In the comments, please mention "180305-000757"
        -> Enter a brief description
        -> Submit the feedback.

        Also provide the details below

        Is this a 500 Gb or 16 GB?
        Settings >> About >> Status >> Serial number
        Settings >> Apps >> Vudu>> Version

        Looking forward for your reply to assist you further.

        Regards,
        Lohith
        NVIDIA Customer Care

        Customer By CSS Email (john) (03/06/2018 05:04 AM)
        I have the 2017 model Shield.

        Yes - I've uninstalled and reinstalled Vudu. Also tried side-loading an
        older version. Problem persists. Really old versions won't install.

        The issue never goes away. Video from the Vudu app is always darker than it
        should be. Any movie.

        Thanks for your help - This is a major issue.

        On Tue, Mar 6, 2018 at 6:15 AM, Nvidia Customer Care <nvhelp@nvidia.com>
        wrote:

        > [image: Image]
        >
        > Recently you requested personal assistance from our on-line support
        > center. Below is a summary of your request and our response. We will assume
        > your issue has been resolved if we do not hear from you within 72 hours.
        > Thank you for allowing us to be of service to you.
        > To access your question from our support site, click here
        >
        > Subject
        >
        > streaming Vudu movies using the Vudu app you are noticing video quality
        > issues
        >
        > Response By Email (Lohith) (03/06/2018 03:15 AM)
        > Hello John,
        >
        > Thank you for contacting NVIDIA Customer Care
        >
        > This is Lohith, I will be assisting you in troubleshooting the issue that
        > you are experiencing and I will be working with you to address your
        > concerns as quickly as possible.
        >
        > From the e-mail description, I understand streaming Vudu movies using the
        > Vudu app you are noticing video quality issues
        >
        > Firstly, We apologize for the inconvenience caused due to this issue.
        >
        > 1. Is this Shield Tv 2015 or 2017? Is this a 500 Gb or 16 GB?
        >
        > 2. Was it working fine before or from the time you have started streaming
        > you are noticing the issue?
        >
        > 3. As the issue is specific to Shield device, have you tired uninstalling
        > and re-installing the application?
        >
        > Looking forward for your reply to assist you further.
        >
        > Regards,
        > Lohith
        > NVIDIA Customer Care
        > Auto-Response By (Administrator) (03/05/2018 07:24 PM)
        > The following answers might help you immediately. (Answers open in a
        > separate window.)
        > Answer Link: What Apps Are Supported on SHIELD TV
        >
        > Answer Link: What Comes Preloaded on SHIELD TV in the US
        >
        > Answer Link: How Do I Use the Android TV Remote Control App With SHIELD TV
        >
        > Answer Link: How Do I Enable Netflix 4K HDR on SHIELD TV
        >
        > Answer Link: How Do I Watch Amazon Video in 4K HDR on SHIELD TV
        >
        > Customer By CSS Web (john) (03/05/2018 07:24 PM)
        > In using the Shield TV for streaming Vudu movies, via the Vudu app, the
        > video output level from the Shield is low, or dark - by about 20% below
        > standard levels.
        >
        > It is not the HDMI output modes, or interaction between these modes and
        > the TV HDMI input settings, as I've confirmed this issue on 2 different
        > monitors of different brands and types (JVC $K Projector, Sony 4K TV).
        >
        > The levels coming from the Shield TV "Netflix", "Google Play Movies" and
        > "Amazon Video" apps are correct.
        >
        > Only the Vudu app has this issue.
        >
        > Incidentally, if you "Cast" a Vudu movid stream from an android phone
        > running the Vudu app to the Shield TV, the video level is correct in this
        > case.
        >
        > Only when using the Vudu app (which is a much better user interface than
        > "casting") is there an issue.
        >
        > I don't recall this being an issue in older versions of the Vudu app /
        > Shield firmware, but it is possible it has always had this issue.
        >
        > Please see photos using the exact same manual exposure parameters of the
        > Vudu app playback -vs- a "Cast" of the same movie, or using one of the
        > other video apps (or a Roku Ultra box) to play back the same movie. This
        > shows how dark the video is coming out of the Shield / Vudu app combination
        > (which is what I bought the Shield TV for).
        >
        > Thanks for your help in resolving this problem.
        > Question Reference # 180305-000757
        >
        > - Date Created: 03/05/2018 07:24 PM
        > - Date Last Updated: 03/06/2018 03:15 AM
        > - Status: Waiting for customer
        >
        >
        >
        Response By Email (Lohith) (03/06/2018 03:15 AM)
        Hello John,

        Thank you for contacting NVIDIA Customer Care

        This is Lohith, I will be assisting you in troubleshooting the issue that you are experiencing and I will be working with you to address your concerns as quickly as possible.

        From the e-mail description, I understand streaming Vudu movies using the Vudu app you are noticing video quality issues

        Firstly, We apologize for the inconvenience caused due to this issue.

        1. Is this Shield Tv 2015 or 2017? Is this a 500 Gb or 16 GB?

        2. Was it working fine before or from the time you have started streaming you are noticing the issue?

        3. As the issue is specific to Shield device, have you tired uninstalling and re-installing the application?

        Looking forward for your reply to assist you further.

        Regards,
        Lohith
        NVIDIA Customer Care
        Auto-Response By (Administrator) (03/05/2018 07:24 PM)
        The following answers might help you immediately. (Answers open in a separate window.)
        Answer Link: What Apps Are Supported on SHIELD TV
        Answer Link: What Comes Preloaded on SHIELD TV in the US
        Answer Link: How Do I Use the Android TV Remote Control App With SHIELD TV
        Answer Link: How Do I Enable Netflix 4K HDR on SHIELD TV
        Answer Link: How Do I Watch Amazon Video in 4K HDR on SHIELD TV

        Customer By CSS Web (john ) (03/05/2018 07:24 PM)
        In using the Shield TV for streaming Vudu movies, via the Vudu app, the video output level from the Shield is low, or dark - by about 20% below standard levels.

        It is not the HDMI output modes, or interaction between these modes and the TV HDMI input settings, as I've confirmed this issue on 2 different monitors of different brands and types (JVC $K Projector, Sony 4K TV).

        The levels coming from the Shield TV "Netflix", "Google Play Movies" and "Amazon Video" apps are correct.

        Only the Vudu app has this issue.

        Incidentally, if you "Cast" a Vudu movid stream from an android phone running the Vudu app to the Shield TV, the video level is correct in this case.

        Only when using the Vudu app (which is a much better user interface than "casting") is there an issue.

        I don't recall this being an issue in older versions of the Vudu app / Shield firmware, but it is possible it has always had this issue.

        Please see photos using the exact same manual exposure parameters of the Vudu app playback -vs- a "Cast" of the same movie, or using one of the other video apps (or a Roku Ultra box) to play back the same movie. This shows how dark the video is coming out of the Shield / Vudu app combination (which is what I bought the Shield TV for).

        Thanks for your help in resolving this problem.
        Question Reference # 180305-000757
        • Date Created: 03/05/2018 07:24 PM
        • Date Last Updated: 03/07/2018 03:04 PM
        • Status: Waiting for customer

        Comment


          #5
          Any plans to fix the Vudu app for all those customers who have a Shield TV??

          Comment


            #6
            Originally posted by telljcl View Post
            Any plans to fix the Vudu app for all those customers who have a Shield TV??
            THIS

            Comment


              #7
              It's not just the Shield. I'm experiencing the same on my Mi Box. I'm watching in 1080p mode and Vudu plays movies much darker than other apps. For example, I'm watching Batman Vs Two Face and switching back and forth between the Vudu app and the Movies Anywhere app. Vudu is noticeably darker.

              Comment


                #8
                Thank you for writing this! I created a forum profile just to respond to this because I've noticed the same issue with the Vudu app on the Shield. I got my Shield back in November and at that time there were 2 separate Vudu apps. One of those was made by Lightspeed Studios and everything looked great thru that. Unfortunately, they disabled that app and I was left with the other one.

                To reiterate, everything has a dark tone to it. So I've resorted to having to watch whatever I can thru another Movies Anywhere or Ultraviolet app when buying a new Vudu flick and if there isn't any then I have to turn my tv from my Standard setting to the Dynamic setting so that it boosts the contrast. I never knew if anyone else had experienced this but glad to see I'm not the only one. Hopefully it gets fixed soon.

                FYI, this occurs with both HDX and UHD films that I own.

                Comment


                  #9
                  It's amazing that Vudu appears to be idly standing by and ignoring (or denying it exists) this issue while their customers spend their money on other platforms!

                  Seems like it might be wise to:

                  1) Acknowledge that there is an issue

                  2) Advise customers on plans and progress for resolving it

                  3) Fix it according to said plan

                  Comment


                    #10
                    Vudu - could you advise those of us here if you plan to address this problem?

                    If you don't plan to address it, that would be helpful to know as well.

                    Thank you.

                    Comment


                      #11
                      Originally posted by telljcl View Post
                      Vudu - could you advise those of us here if you plan to address this problem?

                      If you don't plan to address it, that would be helpful to know as well.

                      Thank you.
                      Whether it lies on Vudu or Nvidia, they need to work together to address this problem amongst others. I have spent thousands on vudu and feel like we are being left by the wayside.

                      Comment


                        #12
                        We've ID'd the issue and the fix is in testing. We are expediting a release next week (immediately following one that was planned for this week)

                        Comment


                          #13
                          So finally, after being told repeatedly that there was no issue, it turns out there is an issue...

                          Anyway, glad it is being addressed. Thanks for the heads up.

                          Comment


                            #14
                            So the Vudu update seems to have fixed the dark video issue - Thank You Vudu!

                            Took a while, and I wasn't happy about being told several times that the problem was non existent, but in the end making some noise about it generated some action.

                            So I'm happy - I've been a long-time Vudu customer, and I was really just shaking my head over this and several other issues, but It's good to see some faith restored here.

                            Don't really care about the casting in 4K not working since the app works properly now, but I noticed that you don't get the "can't find playable stream..." error, but only because it plays the HDX stream (even if you selected UHD in the app).

                            A non issue for me now that the app works, but could still be a problem for others I'm sure...

                            Comment


                              #15
                              The update may have solved the dark issue but has not solved the Buffering issue. Cannot get through any movie without constant buffering. Does not happen on any other app--it is the app associated with the shield that is the problem and it still persists. I cannot even watch in SD without buffering...still. This is not an issue due to my speeds. I have already covered this with Vudu....there are several posts of the buffering problems with the shield app and vudu.

                              Comment

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