HDR issues

[emgi2]

Whenever I want to stream HDR movie or TV series by HBO Max or Disney+, apps don't want to stream HDR content even if the HDR is forced in settings on supported TV. I have contacted both HBO and Disney and they told me that it's issue with Chromecast. So I have claimed warranty, got replaced it for new and issue still persists. I am on 100% sure that OS update can fix it.

[emgi2]

It's Google TV Chromecast running this update: QTS1.210311.036.7814738

[JenniferV]

Hi emgi2,

Thanks for reaching out. Could you please confirm if you've tried to plug in the Chromecast in a different TV screen? If the same issue persists with the replacement device, this could be with the setting on your TV. You might also want to check if the same issue persists with other apps like Netflix, YouTube or Vudu if you have these apps. You can also check this article to learn more. 

Thanks,

Jennifer

[emgi2]

Hello. I have only one TV that supports HDR but whenever I try to play HDR on YouTube, it works. Only apps: Disney+ and Hbo Max don't want to play HDR content. I have contacted them directly and they blame Chromecast OS. 

[emgi2]

The TV model that Chromecast is connected to is: TCL 32S615. (Yes it's android TV, but I use Chromecast with Google TV because the TV is full of bloatware that can't be uninstalled and 5.1 sound is very quiet. TV settings when Chromecast gets connected on forced or automatic HDR are: Gaming mode on, gamma 4 (gamma 0 makes picture quality too bright, like colours get washed out), other picture settings off (because all colours get washed out if I set them different).

But when I try play HDR content directly on TV, apps (Disney+, Hbo Max) play normally HDR10 content. So I don't think there is any issue with TV. 

Chromecast settings: 

12 bit RGB, automatically detect HDR content, all 5.1 sound options enabled, gaming mode on.

[Jeran]

Hey there emgi2,

I'm sorry to hear that the Chromecast is not outputting HDR correctly with those two apps. It sounds like you have the correct setup to receive HDR based on you getting it on the TV, as well as other apps. Regardless, here are the 4K and HDR requirements to be safe:

• A strong Wi-Fi or Ethernet connection
  • A high-speed internet connection of at least 20 Mbps (Recommended)
• A 4K compatible HDTV
• A High-Definition Multimedia Interface (HDMI) port that supports both High-bandwidth Digital Content Protection (HDCP) 2.2 and 60 frames per second (60 FPS). (Check sample models below and check the TV manual for more information.)
  • If you use an Audio/Video Receiver (AVR) or soundbar, they will also need to support HDCP 2.2.
• 4K programming from content providers (may require subscription)
• A high speed HDMI cable when an AVR is part of the environment.
  • Recommended length: Less than 6 feet (1.8 meters).

Double-check to make sure you have all of those steps checked, and if you are still experiencing the issue, there may be a bug. In that case, I would recommend that you reach out to Chromecast Support, as they would be able to use tools to check your device's logs to see where the issue lies.

I look forward to your response, and if you had any other questions or concerns, please let us know.

Best regards,

Jeran

[Jeran]

Hey there emgi2,

Did you have any more questions or need any additional help? 

Thank you,
Jeran
 

[emgi2]

Hello. I have tried to reach out live chat support, but I have never received answer by them. (Since Thursday) But today came out update which had in change log that it should be fixed... But it did not get fixed at all. The issue still persists even after factory reset after update. 😀

[Jeran · Accepted solution]

Hey there emgi2,

That's no good to hear. If you don't mind, would you be able to re-create the issue, then submit feedback via Google TV? That way, our engineering team would be able to look at your device logs and see that there is still an issue.

I look forward to your response on this.

Best regards,

Jeran

[emgi2]

Hello, I have recreated the issue and made ticket by system settings 😀. I hope it will get fixed soon. I think it's just widevine L1 issue.

[JenniferV]

Hi there,

Thanks, we appreciate you doing that for us and for sending feedback about this. In the meantime, do you still have other questions and concerns?

Regards,

Jennifer 

[emgi2]

Hello, no I don't have any other questions or issues 😀

[Jeran]

Hiya emgi2,

In that case, I'll go ahead and lock this thread for now. Thank you again for submitting feedback on that, it really does help out the engineering team isolate and resolve these issues! If you run into any more problems in the future, please feel free to create a new thread.

Best regards,

Jeran