Sony 49XH9505 - HDR not working?

[Kwik_E_Mart]

Hi

I have a Sky Q box connected to my TV and HDR has always worked absolutely perfectly until yesterday.

This is pretty difficult to explain but now when I watch a UHD HDR programme as always it shows HDR in the top right hand corner when I go into display settings but the whole screen has become noticeably darker - if I press the Home button on the remote while watching the programme it takes me back to the home screen with the usual options down the left hand side and on the right Todays Top Picks, Top 10 this week etc, but it's really dark compared to how it normally looks.  If I then go to my recordings and select one of them as though I want to watch it the whole screen goes back to the usual brightness again? 

I've not changed anything, I've not touched the settings.

I've now done a factory reset on the TV and it's still the same, and I've changed the HDMI lead from they Sky Q box to the TV, but it's still the same?

Does anyone have any ideas what's happened and how I resolve it?  Any thoughts greatly appreciated.

[LightFoot]

Hi @Kwik_E_Mart 

I am not sure how the TV knows what is being outputted from the Sky Q box.

In these situations I would start by rebooting everything. You can perform a soft restart of your TV by holding down the power button on your TV remote until it prompts you to Restart. I would also power (unplug) reboot the Sky Q box. Leave it off for at least 30 seconds.

Out of interest, what is the hardware version of your Sky Q box? 32B0xx, 32B1xx or 32B2xx. Also check that the Sky Q box is still set to 2160p 10bit.

[Kwik_E_Mart]

Hi @LightFoot thanks for the reply.

The hardware is 32B107, and it's set to 2160p 10bit.

I've done a factory reset, changed the HDMI lead, rebooted both the TV and Sky Q box, done a software update on the Sky Q box, and none of this has made a difference.

I'm absolutely baffled.

[LightFoot]

Hi @Kwik_E_Mart   

Sorry, I am out of ideas. How about the length of high speed HDMI lead (max 3 metres), also have you tried manually changing the HDR on the TV to HLG? A different HDMI port, set to Enhanced.

You could try Sony UK Support but I suspect they will blame Sky Q

[Kwik_E_Mart]

Hi @LightFoot 

Thanks again.  Tried all these suggestions.  Gave up and rang Sky which is always a joy.

1st guy I spoke to told me the reason was because I'm out of contract - utter nonsense! I argued that if I was out of contract why would I be able to download these shows in the 1st place and why would they still play, albeit very darkly - when I've cancelled Sky cinema in the past the films I've not watched yet have not been viewable because I no longer have the subscription, and that's fine, but don't tell me this issue is because I'm out of contract.  Anyway, he assured me everything would work properly if I signed up again so I did it and to be fair it has saved me a few pounds per month, however as I suspected it made absolutely no difference to the picture.

So I rang a different Sky number and spoke to someone who presumably was in a call centre in India.  Again he assured me he'd be able to help - long story short he couldn't so has booked an engineer for 23/08.

I should say that I used the UHD HDR HLG test setup on Sky Q and it showed that UHD isn't being received, despite the box saying UHD is all set up (which I've done 3 or 4 times since yesterday), so I'm still none the wiser.

All the inputs are set to enhanced, HDMI is about 3 foot long, and I've tried it with another one as well, nothing changes.

Oh and I set it to HLG and it was still really dark.  It's a mystery, just hope the engineer will be able to resolve it!