Message

This article provides instructions on resolving the "Incompatible Resolution for 4K Playback - X1 Error Message" error.

When this error occurs, you will see the following message on your screen:

"Your TV might not be able to play this program.
To watch, your TV has to support 4K UHD content.
< Learn More/Close >"

Cause

Only certain models of TV Boxes are capable of playing 4K content. Your TV Box may be set to the wrong resolution to play 4K content.

Solution Code

You may need to adjust the resolution in Settings on your TV Box to view 4K UHD content. For more information, select Learn More on the error message or see our requirements for viewing 4K UHD HDR content on X1.

If you continue to experience issues, please contact us using the method that is most convenient for you - chat with us online or call us to speak with a Comcast representative.

Additional information

Visit our Online Support Center to find common solutions.

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