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Specialist
Posts: 21
Registered: ‎04-11-2017
Message 1 of 13 (3,157 Views)
Accepted Solution

UBP-X800 Amazon UHD Content Not Working

The UHD content is showing up in the Amazon app, but if you click on the details during the stream...it is only outputing 1080P not 2160.

Enthusiast
Posts: 4
Registered: ‎04-11-2017
Message 2 of 13 (3,149 Views)

Re: UBP-X800 Amazon UHD Content Not Working

... and frame rate is always 60Hz and not smooth. A lot of judder!

Output should be 24Hz or 23.976Hz for most of videos.

 

😡, Chris

Moderator
Posts: 1,267
Registered: ‎10-20-2015
Message 3 of 13 (3,124 Views)

Re: UBP-X800 Amazon UHD Content Not Working

Hi Jikhead,

 

Welcome and thank you for considering SONY Community!

 

Please refer to the link below for possible troubleshooting steps to fix this issue:

https://us.en.kb.sony.com/app/answers/detail/a_id/73740/p/47329,47564,96649/c/65,66/kw/amazon%20

 

I hope it helps.

 

 

Regards,

^Ron

Specialist
Posts: 21
Registered: ‎04-11-2017
Message 4 of 13 (3,113 Views)

Re: UBP-X800 Amazon UHD Content Not Working

I reviewed your support link but there's nothing there to support why it's not working for me. Most of the useful information on your link would imply a problem with my internet speeds, but this isn't the case...as I have a 80 Mbps download and the Netflix app on the player doesn't have this problem, nor does the Amazon app on my TV.

It is possible that the Amazon app is streaming at 2160 but the display information is only showing 1080. It's hard to tell with some programming, but the app should be confirming & acknowledging the correct stream like elsewhere.
Rookie
Posts: 1
Registered: ‎04-15-2017
Message 5 of 13 (3,065 Views)

Re: UBP-X800 Amazon UHD Content Not Working

I also do not see UHD indicated in the Amazon app. Netflix 4K works fine for me. Is there an update on the way that will fix this issue and also include HDR support?
Specialist
Posts: 21
Registered: ‎04-11-2017
Message 6 of 13 (2,814 Views)

Re: UBP-X800 Amazon UHD Content Not Working

I've installed the new 4-26-17 firmware update and retested the Amazon app on several UHD content shows. It is still not outputting any 4K content. All the UHD contents remains to stream at 1080P only.
Moderator
Posts: 245
Registered: ‎03-10-2014
Message 7 of 13 (2,679 Views)

Re: UBP-X800 Amazon UHD Content Not Working

Hello all,

 

Please try again.  4K content appears to be available in my testing.

 

Thank you,

Chris

Specialist
Posts: 21
Registered: ‎04-11-2017
Message 8 of 13 (2,674 Views)

Re: UBP-X800 Amazon UHD Content Not Working

I just checked again and it still doesn't work. It is still streaming at only 1080P.
Moderator
Posts: 245
Registered: ‎03-10-2014
Message 9 of 13 (2,668 Views)

Re: UBP-X800 Amazon UHD Content Not Working

Hello jikhead,

 

Please note that Amazon is an adaptive bitrate streaming service.  https://en.wikipedia.org/wiki/Adaptive_bitrate_streaming

 

Initially to get you started, the stream will provide lower resolution content.  As time goes on and bandwidth is determined, the resolution will improve.  This is also based upon your network connection and your ISP conditions.  Right now the only way to determine if the program is streaming at UHD quality is pressing the down button during playback and looking at the lower left corner to see if it has Blank (Lowest quality), greyed out HD (low HD quality), HD, HD 1080p, or Ultra HD.  As you watch you can see this indicator change.  Note that even if you get Ultra HD quality, adaptive streaming can result in a lowering of the quality to HD (or worse).

 

Please ensure that the content that you are watching has the UHD flag indicating Ultra HD quality is available. Examples are "Sneaky Pete", "Bosch", and "Hand of God".  

 

 

Thank you,

Chris

Specialist
Posts: 21
Registered: ‎04-11-2017
Message 10 of 13 (2,664 Views)

Re: UBP-X800 Amazon UHD Content Not Working

I am aware of everything you stated and that's how I'm measuring the streaming quality. As I had stated earlier in the thread, the Amazon app on my TV is streaming UHD & the Netflix app on the UBP-X800 is streaming in UHD & have a 80Mb download speed. So none of those issues that have been pointed out are the problem.

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