Article ID : 00166922 / Last Modified : 26/04/2021

The 4K picture (50p/60p or 100p/120p) from an external device is not displaying normally.

    IMPORTANT:  Only Google TV™ models (except for X80J, X81J and KM-X80J series), Z8H, X90H, X91H, KM-X9000H and Z9G series support 4K Enhanced format (18Gbps or above) such as 4K 100p/120p.

    To view content in 4K 50p/60p, use a High Speed HDMI cable to connect the TV to an HDMI device which supports 4K.

    To view 4K content with Enhanced format (18Gbps or above), follow these steps:
    NOTE: For details on which video formats are supported by your TV, refer to the Types of 8K or 4K (50p/60p or 100p/120p) video signals supported by the TV article.

    • If you want to view 4K Enhanced format (18Gbps) such as 4K 50p/60p of video on the TV from an external device:
      Connect a Premium High Speed HDMI cable with 18Gbps of bandwidth to the HDMI terminal that supports the 4K Enhanced format (18Gbps) of the TV, and change HDMI signal format setting according to the TV model.
      NOTE: Determining if an HDMI terminal is compatible and setting HDMI signal format depends on the TV model. For additional details, refer to the What functions are supported on each of the HDMI terminals? article.

    • If you want to view 4K Enhanced format (18Gbps or above) such as 4K 100p/120p of video on the TV from an external device:
      Some HDMI devices that output 4K Enhanced format (18Gbps or above) such as 4K 100p/120p require an Ultra High Speed HDMI cable. In that case, connect an Ultra High Speed HDMI cable to the HDMI 2HDMI 3 or HDMI 4 terminal of the TV depending on the TV model and change HDMI signal format setting.
      NOTES:
      • For Z9J and XRM-Z9J series: 4K Enhanced format (18Gbps or above) such as 4K 100p/120p are supported by HDMI 2, HDMI 3 or HDMI 4 only. Set the HDMI signal format for the HDMI 2 or HDMI 3 terminal to Enhanced format. Set the HDMI signal format for the HDMI 4 terminal to Enhanced format (4K120, 8K).
      • For Google TV models (except for Z9J, XRM-Z9J, X80J, X81J and KM-X80J series): 4K Enhanced format (18Gbps or above) such as 4K 100p/120p are supported by HDMI 3 or HDMI 4 only and change HDMI signal format setting to Enhanced format.
      • For Z8H and Z9G series: 4K Enhanced format (18Gbps or above) such as 4K 100p/120p are supported by HDMI 4 only and change HDMI signal format setting to Enhanced format (8K).
      • For X90H, X91H and KM-X9000H series: To support 4K Enhanced format (18Gbps or above) such as 4K 100p/120p, you will need a software update. For details on how to update your TV, refer to the How do I perform Firmware/ Software Updates for my Android TV™? article.
        4K Enhanced format (18Gbps or above) such as 4K 100p/120p are supported by HDMI 3 or HDMI 4 only and change HDMI signal format setting to Enhanced format.

    Follow the steps below to set the HDMI signal format:

    1. Open the  Settings screen.   How to access Settings
    2. The next steps will depend on your TV menu options:
      • Select Channels & InputsExternal InputsHDMI signal format.
      • Select Watching TVExternal InputsHDMI signal format.
      • Select External InputsHDMI signal format.
    3. Set to Enhanced formatEnhanced format (Dolby Vision), Enhanced format (4K120, 8K) or Enhanced format (8K), depending on your TV model.

    If the signal is in enhanced format, picture or sound from a portion of external devices that do not support 4K may not be output normally. In such cases, change HDMI signal format to Standard format or switch the HDMI cable to an input for signals in standard format.