Disney+ not in 4k

[freaky]

Hi,

We have the 360 box, maxit package with volt benefits.

Through the 360 box we can not get Disney + to stream in 4k.

In the settings the highest is hd/4gb hr.

On pc and other apps I can get the 4k, so definitely something to do with the 360 box.

App version on the box is 2.11.0.

Have tried both wifi and wired - usually wired but figured worth trying

Different hdmi cables - 8k 3d capable and supports all other 4k programs.

different hdmi ports - no difference.

All other apps on the 360 work in 4k if they are 4k compatible .

Any idea how to fix this?

[David_Bn]

Thanks for your post on our Community Forums @freaky, and welcome back to our Community Forums!

Sorry to hear of the lack of 4K quality on Disney+ when using our set top box.

Can you please confirm that the set top box and router are left switched on over night to obtain all the latest updates that are provided? 

Thanks,

David_Bn

[freaky]

Hi David_Bn,

Yes, all boxes and router left on 24hrs a day.

[freaky]

Both boxes have the same app number and the 360 boxes are version 5.03

[Roger_Gooner]

If you should be getting 4K but are not the reason is probably that the app believes that your TV's highest resolution is HD, and so doesn't offer 4K. I have a similar problem with my BBC iPlayer app.

[newapollo]

My Disney+ app is streaming in 4K HDR on both of my 360 boxes which are version 5.03.  The Disney+ app version on both boxes is 2.11.0.

I tested playing Avengers:Endgame on both 360's using Automatic HDMI Resolution  and and also 4K resolution.

Screenshots below.

Avengers:Endgame Disney+Disney+ settings

[roy247]

Hi freaky,

It might be useful to say what TV you have, make and model for specific info, it might be as Roger_Gooner says a TV and app compatibility issue.

If rebooting the box has made no difference you could always try a factory reset of the 360,

It's only a partial system reset and not a complete factory reset. You are given 2 options,

Keep Recordings
Format Disk

Choosing Keep Recordings, means you won't lose your recordings and any planned recordings or series links you've set up, but you will have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again, also Match frame rate and Standby power consumption will go back to their default settings if you have changed them.

[archercj]

As mentioned your setup, starting with TV make/model, would be useful. If a Smart TV then doe sit have Disney+ as a native app?

Also:

Is the 360's STB box directly connected to the TV (or go through an AVR)

Is the HDMI capable of good quality

Do you have any other sources you stream to the device?

[freaky]

TV is a Samsung 48inch uhd 3d TV.

Don't have the Disney app on the TV.

Plugged in direct from 360 to TV. 

Hdmi cable is 8k 3d capable and 2.2 compliant.

Netflix, Amazon, BBC etc all work in 4k.

Disney+ using the same hdmi cable via pc works in 4k. 

[Roger_Gooner]

I suggest a box swap to see if the HDMI handshake is successful in the app recognising your TV as 4K-capable.