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.

Agent Action

Description

The customer has attempted to play 4K UHD (Ultra High Definition) Xfinity On Demand content but the TV's resolution is not set correctly.

To play 4K HDR content, the customer must have a compatible TV with HDCP 2.2 compliant ports, the correct model(s) of TV Box, the right resolution and an HDMI cable that is also HDCP 2.2 compliant.

The customer may need to adjust their resolution settings. See 4K UHD on Xfinity TV for more information.

Care Instructions

Note: This information is available on xfinity.com for all customers. The customer may have attempted the actions prior to calling.

Verify the customer has a 4K capable device (XG1v4 or Xi6 X1 TV Box) on their account.
Provide customer education on the correct X1 TV Box resolution (2160p30 or 2160p60) to play this asset.
Have the customer try again.
If the issue persists after validating the above steps, refer to the No Picture Issues Interactive Troubleshooting Guide ITG. In the ticket comments, notate "4K".

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.

Region

National