Issue on 4k/hdr/dolby video with google streamer

[Fab9364]

Hello I received my streamer yesterday and I can't understand why my 4k hdr or Dolby vision movies are shifted when it works properly with the chrome cast tv 4K

no matter how much I try to change the settings I have either that or a black image if anyone has an idea thank you for your help

[virnab]

Hi Fab9364,

Thank you for reaching out to our community.

I’m sorry to hear that your Google TV is shifting your 4K HDR or Dolby Vision movies; even though you have tried to change the settings, you only get the shifted movies or a black image. No worries, help is here.

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

• Could you please let me know the make and model of your TV set?
• Are you using an HDMI-certified 2.1 cable to connect the Google TV Streamer?
• Is the Google TV Streamer directly connected to the TV? If so, the audio system must be connected to the TV with an eARC HDMI port and an HDMI 2.1 cable.
• Have you tried to use the Google TV Streamer on a different TV? 

Thanks for your kind attention; I will be looking forward to your answer.

Best regards,

Virna

[Fab9364]

Hi thanks for your help

• Could you please let me know the make and model of your TV set:
  frame tv QE50LS03TAUXXCC
• Are you using an HDMI-certified 2.1 cable to connect the Google TV Streamer? YES A ugreen 8k hdmi cable
• Is the Google TV Streamer directly connected to the TV? If so, the audio system must be connected to the TV with an eARC HDMI port and an HDMI 2.1 cable. 
  it ‘s the case my sound bar is on the arc hdmi with a ugreen ok hdmi
• Have you tried to use the Google TV Streamer on a different TV? Yes same results 

[virnab]

Hi Fab9364,

Thank you for your kind response. I appreciate the effort you invested in providing me the information I requested. This information helps me to better assist you.

According to the information you provided me, I would recommend you try the following steps:

1. Check if enabling, disabling, or adjusting the motion compensation mode helps. This function may appear on your TV as Auto Motion Plus or Picture Clarity.
2. If the previous recommendation doesn’t resolve the inconvenience, please restart your router:

• Disconnect the Wi-Fi router from the socket and leave it unplugged for 2 minutes. Check if the router's LED lights are off when the router is unplugged. Some routers have backup battery packs, so you will need to disconnect the battery packs to ensure the router completely turns off.
• Once all router LED lights are back on and the network name shows on the list of available Wi-Fi networks on your phone or tablet, check if the streaming device can connect to the Wi-Fi network. Make sure to connect the streaming device and phone to the same Wi-Fi band (2.4 or 5 GHz).

If the inconvenience persists, it will be necessary to perform a factory reset on the streaming device. This action will return the settings of your Google TV Streamer (4K) to its default factory settings, will clear your data, and can't be undone.  

After performing the factory reset on the Google TV Streamer (4K), it will be necessary to set it up again.

Please let me know how it goes.

Best regards,

Virna