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BT Sport App on Xbox series S not working

sbanks — Sun, 14 Nov 2021 14:59:34 GMT

hi my son has recently changed his xbox to a series S. Downloaded app logged in all ok. However when watching the screens goes grey for a few seconds and then back to picture. This then repeats

We have reinstalled

Used something using same hdmi all good.

Any suggestions?

Apps on phone tv and other devices on same broadband router all ok

Thanks

Scott

Re: BT Sport App on Xbox series S not working

DarrenDev — Mon, 15 Nov 2021 10:31:19 GMT

Sorry to hear that Scott - that's not something we've had any reports of before.
Would you be able to record a quick video of it happening so that we can see exactly what you mean? It'd also be good to know the model of TV you're using.

Re: BT Sport App on Xbox series S not working

sbanks — Mon, 15 Nov 2021 10:53:46 GMT

It's a JVC 4k telly not sure of model

I have taken a video

https://youtu.be/5dEn_QjnaOU

Thanks

Scott

Re: BT Sport App on Xbox series S not working

DarrenDev — Mon, 15 Nov 2021 11:02:10 GMT

Awesome. Thanks Scott. I've passed it on to the dev lead.

Re: BT Sport App on Xbox series S not working

sbanks — Mon, 15 Nov 2021 11:21:31 GMT

Thank you

Re: BT Sport App on Xbox series S not working

DarrenDev — Mon, 15 Nov 2021 17:12:03 GMT

Some more details please, if you don't mind Scott:

Could you please check the iPlayer app on the same device. Do you see any issues with that?

Could you please provide a photo of the output of this screen:
- Press the Xbox button, to open the guide.
- Select Profile Pic > Settings > General > TV & display options > 4K TV details.

Re: BT Sport App on Xbox series S not working

sbanks — Mon, 15 Nov 2021 19:06:45 GMT

Hi yes it does the same for iplayer

4k settings on TV attached (failing to attach let me sort another way)

Thx

Scott

Re: BT Sport App on Xbox series S not working

sbanks — Mon, 15 Nov 2021 19:08:38 GMT

https://photos.app.goo.gl/1wj9hjRHRojfD2Ai9

He reset and then it worked but when it went to live it stopped working

Re: BT Sport App on Xbox series S not working

Will168 — Mon, 15 Nov 2021 20:08:41 GMT

@sbanks You could try adjusting some of the settings on the Xbox to see if it helps…

Settings > General > TV & Display Options > (Advanced) Video Modes > uncheck Allow HDR10, uncheck Allow Dolby Vision, uncheck Allow YCC 4:2:2, uncheck Allow Variable Refresh Rate

Also go to Settings > General > TV & Display Options > (Advanced) Video Fidelity & Overscan > Colour Depth > set to an option with “(8-bit)” at the end

Can you confirm you are using a high speed HDMI cable too?

Re: BT Sport App on Xbox series S not working

sbanks — Tue, 16 Nov 2021 08:55:03 GMT

Thanks I will give that a go & let you know. Will need to check HDMI its connected through wall into wall mounted TV

Not easiest to get to

Re: BT Sport App on Xbox series S not working

sbanks — Tue, 16 Nov 2021 12:54:47 GMT

@Will168 tried all options but still same

Interestingly enough if moving between 8bit-10-bit-12bit the 1st time you try it it works then if you exit and come back it fails again

Have not checked HDMI

But may try xbox on other telly to rule out XBOX app and then see if we can change HDMI?

Thoughts????

Re: BT Sport App on Xbox series S not working

Will168 — Tue, 16 Nov 2021 23:25:59 GMT

@sbanks I think there is an incompatibility between the Xbox Series S and the TV. This could be down to a video setting or the HDMI cable is not up to the job.

Would suggest that you try to use a high speed HDMI cable that you know is actually high speed.

You may not have had previous issues on older games consoles that were not delivering the latest 4K HDR standards at 60Hz or 120Hz.

You could try to disable HDR altogether in the Xbox settings and see if that might help.

Either way, this doesn’t seem to be an issue with the BT Sport app itself, it’s just the incompatibility that is manifesting itself when you happen to use the BT Sport app or iPlayer etc.