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Having trouble playing UHD on NVIDIA Shield TV - Please help!

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    Having trouble playing UHD on NVIDIA Shield TV - Please help!

    I have had this issue for around 2 months and wish someone here at Vudu would recognize and work on a fix for this issue. I pay a for my media and can't easily play it in the quality I pay for.

    Everything else 4k on my shield works flawlessly. Netflix , Amazon, YouTube ... all play UHD every time without fail. Vudu doesn't.

    If I restart my device, Vudu SOMETIMES gives a uhd option for a short amount of time, but after about 30 or so minutes of my TV being on, the option goes away and I can only play hdx.

    I can guarantee you that this isn't an issue on my end, and I ran into somebody else with the same issue. It desperately needs to be fixed.
    (https://www.reddit.com/r/ShieldAndro...nd_samsung_4k/)

    This is so extremely frustrating and annoying to have to do every time I want to watching something in vudu.
    Please help!!!!!!

    #2
    Hello,

    Sorry about the trouble you've encountered with your Shield and UHD playback.

    Could you give me some info so I can attempt to reproduce the issue here?


    Info:

    TV Make and Model
    TV Firmware Version
    Shield Firmware Version
    Vudu Build currently running on your device

    Could you list a few movies that you're able to reproduce this issue with?

    Comment


      #3
      Thanks for the reply.
      It happens with literally every movie I own in UHD, which is near 100 titles. Halloween 2018, Supiria, Justice League, Ready Player One

      TV Make and Model: Phillips 65PFL5703/F7
      TV Firmware: UNI-OTOKU_146_O
      Sheild Firmware: 8.0.0
      Vudu Build: 4.3.59.127509

      Comment


        #4
        Originally posted by ddelrymple View Post
        Thanks for the reply.
        It happens with literally every movie I own in UHD, which is near 100 titles. Halloween 2018, Supiria, Justice League, Ready Player One

        TV Make and Model: Phillips 65PFL5703/F7
        TV Firmware: UNI-OTOKU_146_O
        Sheild Firmware: 8.0.0
        Vudu Build: 4.3.59.127509
        Thanks for getting back to me so quickly.

        We'll see if we can put together a similar setup and reproduce the issue. Just wanted to confirm, you're not using an AVR? You're Sheild is connected directly to your TV?

        Comment


          #5
          That's correct - directly to the tv via HDMI

          Restarting the shield will bring back UHD for a brief period

          Comment


            #6
            Oh and I'd like to add that this is happening on 2 different nvidia shields, but only 1 TV. The issue doesn't happen on my bedroom tv with the exact same shield that this issue happens with in the living room.

            Comment


              #7
              Originally posted by ddelrymple View Post
              Oh and I'd like to add that this is happening on 2 different nvidia shields, but only 1 TV. The issue doesn't happen on my bedroom tv with the exact same shield that this issue happens with in the living room.
              This sounds like it has something to do with what capabilities the TV reports to the Shield (ie HDCP 2.2, HDR10, etc). Not saying it can't be an issue in our app, but we first need to understand what the difference between your TVs is. What's the model of the TV that works? And do you know if either or both support HDR10?

              Comment


                #8
                Originally posted by Jake View Post

                This sounds like it has something to do with what capabilities the TV reports to the Shield (ie HDCP 2.2, HDR10, etc). Not saying it can't be an issue in our app, but we first need to understand what the difference between your TVs is. What's the model of the TV that works? And do you know if either or both support HDR10?
                Well what makes me think it's an app issue is that I didn't have this problem until 2 months ago - it worked just fine with that tv for a long time before. I haven't changed any tv settings.

                The tv it isn't working with has HDR10, but I have it turned off. (Turning it on doesn't fix anything)
                The tv it does work on doesn't have HDR. (It's a phillips 49PUT5801/98 )

                I have also tried turning off HDMI CEC, thinking the issue had to do with he 'handshake' between the tv and the shield, but that didn't fix it either

                Comment


                  #9
                  and let me add that I just tried resetting my tv's settings to default and that didn't seem to fix it either. Let me know if you need anymore info.

                  Comment


                    #10
                    Originally posted by ddelrymple View Post
                    and let me add that I just tried resetting my tv's settings to default and that didn't seem to fix it either. Let me know if you need anymore info.
                    So far, I've not had luck with reproducing with a very similar model Philips TV. I know it seems like a simple solution, but wanted to just ask if you could try swapping HDMI ports and see if UHD sticks around for a different length of time.

                    You'll need to follow these steps to ensure 4K is enabled for the HDMI input:

                    Setup-->TV Settings-->Installation-->Preferences-->HDMI Mode-->HDMI Input-->4K mode.

                    Comment


                      #11
                      I tied that as well, and have made sure that I have 4k enabled for each port.

                      Oddly, when i am experiencing the issue at hand another way for me to fix it is to go into the tv settings and change the hdmi mode from 4k to 1080p and then back to 4k, and then Vudu will show 4k again.

                      It's the oddest thing, and yeah I can see it definitely being a tv issue/quirk

                      Comment


                        #12
                        Originally posted by ddelrymple View Post
                        I tied that as well, and have made sure that I have 4k enabled for each port.

                        Oddly, when i am experiencing the issue at hand another way for me to fix it is to go into the tv settings and change the hdmi mode from 4k to 1080p and then back to 4k, and then Vudu will show 4k again.

                        It's the oddest thing, and yeah I can see it definitely being a tv issue/quirk
                        The one thing you could try is to update to the latest firmware version that is available for your TV. It looks like the Philips site has a newer version available. Now, i can't say that the update would address the issue, or that it's needed, but it may be worth a try if you're interested. You may want to reach out to Philips support in order to properly update the TV step by step.

                        Comment


                          #13
                          Originally posted by ddelrymple View Post
                          I have had this issue for around 2 months and wish someone here at Vudu would recognize and work on a fix for this issue. I pay a for my media and can't easily play it in the quality I pay for.

                          Everything else 4k on my shield works flawlessly. Netflix , Amazon, YouTube ... all play UHD every time without fail. Vudu doesn't.

                          If I restart my device, Vudu SOMETIMES gives a uhd option for a short amount of time, but after about 30 or so minutes of my TV being on, the option goes away and I can only play hdx.

                          I can guarantee you that this isn't an issue on my end, and I ran into somebody else with the same issue. It desperately needs to be fixed.
                          (https://www.reddit.com/r/ShieldAndro...nd_samsung_4k/)

                          This is so extremely frustrating and annoying to have to do every time I want to watching something in vudu.
                          Please help!!!!!!
                          By any chance are you using a Netgear branded modem for your internet?

                          Comment


                            #14
                            Originally posted by jpcertified View Post

                            By any chance are you using a Netgear branded modem for your internet?
                            Nope

                            Comment


                              #15
                              Originally posted by DanielH View Post

                              The one thing you could try is to update to the latest firmware version that is available for your TV. It looks like the Philips site has a newer version available. Now, i can't say that the update would address the issue, or that it's needed, but it may be worth a try if you're interested. You may want to reach out to Philips support in order to properly update the TV step by step.
                              Trying to update tv firmware right now

                              Comment

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