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Google TV Streamer (4K) image washed out

dg_church
Community Member

2 weeks ago

Newly purchased Google TV Streamer (4K) using a newly purchased Google HDMI cable. The image on the TV is washed out compared to native TV apps. It looks like there is a 25% white gradient over the entire image for everything streamed from the device. I have tried different HDMI cables and ports with the same effect, and the same port/cable with an older Chromecast and the colors look normal. It appears to be the device itself.

Please advise on how to fix

If not able to resolve, I'll have to return the device, because the viewing experience is unpleasant. 

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3 REPLIES 3

virnab
Community Specialist
Community Specialist

2 weeks ago

Hi dg_church,

 

Thank you for reaching out to our community.

I understand that your new Google TV Streamer (4K) is displaying washed-out images on your TV for everything streamed from the device, and I know how unpleasant it can be to not get the image quality you expect. I appreciate you sharing important details such as the approximate gradient percentage affecting the entire image and the troubleshooting steps you have already tried. No worries, help is here.

Before I start further troubleshooting, let me ask you a few questions:

  • What is the make and model of your TV set?
  • Can you check if your TV has a motion compensation mode?
  • Is the Google TV Streamer directly plugged into an HDMI port of the TV set?
  • How many Mbps is your internet connection speed?
  • How far from the router is your Google TV Streamer?
  • Is your Google TV Streamer 4K currently connected to a 2.4 GHz or 5 GHz network?
  • Are you using an 'Ultra High Speed' HDMI 2.1 certified cable? 
  • How long is your HDMI cable?
  • Have you tried to use your Google TV Streamer (4K) on a different TV? Does it show the same behavior?

In the meantime, you can try to adjust the resolution of your Google TV Streamer (4K) by following these instructions:

  1. Turn on your Google streaming device, then move to the top right of your TV screen and select “All settings.”
  2. Select “Display & Sound.”

You can adjust the following display settings, depending on the features available on your TV:

  • Resolution: Select your preferred screen resolution.
  • Text scaling: Enlarge or decrease the onscreen text size.
  • Dynamic range and color format: Select your preferred formats.
  • Match content frame rate: Use this setting to allow your streaming device to match the frame rate to the source content you're viewing.

Please let me know how it goes.

 

Best regards,

Virna

dg_church
Community Member

Saturday

Thanks Virna! When I dug into settings to get answers to your questions, I found out that the HDMI ports had been configured with a custom "gaming" setting for my kids' XBox. They wanted a higher gamma to see darker areas. Resetting to factory setting took care of the washed-out issue.

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virnab
Community Specialist
Community Specialist
In response to dg_church

Sunday

Hi dg_church,

 

Thank you for sharing this good news with us!

I am so happy to know that you were able to restore the image quality you expected from your Google TV Streamer 4K as well. Thank you for giving us this helpful information on the troubleshooting steps you took to resolve the inconvenience. Congratulations! 

If you need further assistance, do not hesitate to contact us.

 

Best regards,

Virna

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