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Nextbox 4K not working on 2016 Samsung KS Series TVs

SnoopDoggLA
I Plan to Stick Around

I may have stumbled on a HUGE issue that Rogers will be having as more of the Samsung KS Series TVs are bought. I called yesterday for Rogers to install my 4K Nextbox on my new Samsung KS9500 TV. They brought 2 boxes and both when plugged in will turn on with no sound and when trying to change setting to UltraHD go to a black screen then come back and so that the TV is not recognizing the box. However that's not true as when the setting reverts back to 1080p it shows the picture but no sound. It only doesn't recognize the box when it's trying to be switched to UltraHD in the settings which of course all of you know is the whole reason for the 4K box. The reason I know it's the box is I have an UltraHD Android box as well that plays in 4K. I plugged Android box in and it reads and plays 4K no problem. So I take that exact cable and plug it in the Nextbox and still the same thing, it doesn't recognize it. Now I have another 4K TV which is the 2015 Samsung JS9500 and I figure if I move the box out to that TV it will do the same thing as it's a box issue, but when I moved it out to that TV everything works fine. So I figured let me change the setting to UltraHD on the 2015 Samsung JS9500 that works and just unplug the box and move it back to the 2016 Samsung KS9500. Once I do that and move it back to the Samsung KS9500 it's just a black screen as the TV won't recognize the box as it's in UltraHD mode. If I didn't have 3 other UltraHD devices connected to the 2016 Samsung KS9500 I would of thought it was the TV however all other 4K devices connect with the HDMI cable. When I try to use the same HDMI cable that works for those devices it won't recognize the Nextbox. I have a senior tech coming tonight and I'll show him all that I wrote above, but the fact that the 4K nextbox seems incompatible at the moment with the new 2016 Samsung KS Series is going to be a HUGE problem once more people starting purchasing these TVs. My question is does anyone on here have a 2016 Samsung KS series TV? Or the problem limited to the Samsung KS9500 model alone? Or is the whole line of Samsung KS Series? 

 

***Edited Labels***

177 REPLIES 177

Re: Nextbox 4K not working on 2016 Samsung KS Series TVs

Haig
I'm Here A Lot
What if you bypass the receiver and go from the 4k box to the TV? Will it work then?

Re: Nextbox 4K not working on 2016 Samsung KS Series TVs

Barbarescu
I've Been Around

Hi all,

 

I also recently acquired a new Samsung 4k TV (8 series), and encountered the same problems as reported throughout this thread - no sound and no UHD resolution, when trying to setup my new TV for the first time with a Rogers 4K cable box. This thread seems to be the leading authority online on the matter for those of us with Rogers who are having a heck of a time with the incompatibility between our TVs and the Rogers 4k cable boxes. 

 

I wanted to report that this thread was a great help. I immediately knew which fixes would not work for me, and which ones I  was more likely to try. After frustrating myself for two days trying to make things work with the equipment I had at my disposal (essentially, the stuff that came with the TV and the cable box) to no success, I sucked it up, went to BestBuy and purchased the Rocketfish 4k hdmi splitter. Everything works splendidly now! The Rocketfish splitter that has been tagged as a solution for this problem worked like a gem.

 Of course, it's super frustrating that Rogers would team up with Samsung to promote their 4K services and then be incompatible with Samsung TVs, and the known problems seem to persist for months on end, at least this $64.99 splitter works, eliminates the frustration and hassles and can be counted on until Rogers and Samsung figure out a way to establish a reliable solution for this technical issue. 

 

- I would not recommend you spend hours (days?) on the phone with a Samsung rep and then waiting for a Samsung-approved technician to come and replace your One Connect Box, unless you like doing things the long and difficult way. I also fail to see how and why this is even working for some. If Samsung made a change to the OCBs at one point, as some have claimed, that could be a reason why, but this is unverified, and why isn't it being regularly reported by those with newer TVs that they aren't having this problem then? Why are those with Bell having no issues with getting their Samsung TVs to show 4K TV? The One Connect Boxes are not the problem as far as I can tell. It seems like a communication issue between the Rogers box and the TV's One Connect Box. It's as if they're speaking different languages to one another. This is where the Rocketfish splitter comes in - it makes your TV understand the signal properly that it isn't from the cable box directly. Until the issue is solved, the splitter acts like a translator between the two.

 

- Why is everyone talking about expensive and unnecessary Monster hdmi cables? As long as the hdmi cables you are using are hdcp 2.2, you're good to go. The cable that comes with the Rogers 4k boxes is 2.2 compliant and should work fine as one of your two hdmi cables (you will need two if you plan to use the Rocketfish splitter). I was lucky and happened to have an extra 2.2 hdmi cable lying around unused from a new Samsung UHD PC monitor I got recently (28" UHD590). Getting an hdmi 2.2 cable (if you need another) is also much cheaper at a place like Canada Computers than at a big box store like Best Buy, although Canada Computers does not sell the Rocketfish splitter. Maybe I'm totally wrong here, and I'm sure those Monster cables are better quality for what they are, but I don't think they are related to causing or solving the issue at hand. 

 

Hope this helps!

Re: Nextbox 4K not working on 2016 Samsung KS Series TVs

I Agree you don't need the Monster HDMI Cable, any cable that is HDMI 1.4 compatible should work. 

Re: Nextbox 4K not working on 2016 Samsung KS Series TVs

kferg31
I've Been Here Awhile
It looks like Rogers may have updated the 4K PVR. The UHD setting is now the default when all components are turned on!!!

Re: Nextbox 4K not working on 2016 Samsung KS Series TVs

Haig
I'm Here A Lot
Noticed the update as well. It seems as though some of the issues I had prior to using the rocketfish switch has returned. This time with the switch still installed.

Anyone else notice an issue?

Re: Nextbox 4K not working on 2016 Samsung KS Series TVs

gp-se
I'm an Advisor

@kferg31


@kferg31 wrote:
It looks like Rogers may have updated the 4K PVR. The UHD setting is now the default when all components are turned on!!!

I noticed this too, no more reseting to 720p!!!!

 

 

Re: Nextbox 4K not working on 2016 Samsung KS Series TVs

Dee2987
I've Been Here Awhile
I have a Samsung KS8000 Rogers nextbox not giving me sound with picture on port 1 but is giving me sound and picture on port 3 but can't access 4k channels saying HDCP 2.2 anyone know how I could get the sound and fix the issue also on port 1 won't let me change to ultra HD in appearance

Re: Nextbox 4K not working on 2016 Samsung KS Series TVs

Haig
I'm Here A Lot
Hi Dee. I'm going to suggest what others suggested which ultimately worked for me. Grab yourself a rocketfish switch. The model escapes me now but if you browse through various post in this thread you should come across it. I grabbed mine from best buy.

Prior to that, I tried mtiple things. Different HDMI cables, different ports, called Samsung and they sent a tech, etc to no avail.

Re: Nextbox 4K not working on 2016 Samsung KS Series TVs

Dee2987
I've Been Here Awhile
Hey haig I seen the same thing but bestbuy doesn't sell those anymore and can't find any other splitters that might work.

Re: Nextbox 4K not working on 2016 Samsung KS Series TVs

just ordered a rocketfish hoping it will make a difference. question when hooking it up does it connect from the 4k box to the rocketfish and then from the rocketfish into the samsung connect 1 hdmi port 1?

Re: Nextbox 4K not working on 2016 Samsung KS Series TVs

Hey there @alperanson,

 

Thanks for your post & Welcome to the Forums!

 

Although we don't officially support Rocketfish Splitter connectivity issues, I am confident @Haig, or maybe @gp-se, can provide you with some insight on this.

 

Hi @Dee2987,

 

Since Best Buy has discontinued the Rocketfish 4K Splitter, you might want to see if you can order it off Amazon.

 

RogersMaude

Re: Nextbox 4K not working on 2016 Samsung KS Series TVs


@alperanson wrote:

just ordered a rocketfish hoping it will make a difference. question when hooking it up does it connect from the 4k box to the rocketfish and then from the rocketfish into the samsung connect 1 hdmi port 1?


connect the HDMI out from the 4K box into the rockerfish input, then the output from the rocketfish to HDMI Port 1 on the TV. That should get you going!

 

Re: Nextbox 4K not working on 2016 Samsung KS Series TVs

Just brough a new Samsung 4K TV ( KS 8500 ), after hook up of my 4K Digital box, no audio, advised Rogers tech to check and he mention he can't fixed and left, contact Best buy and they advised to down grade my 4K Digital box to HD box, You replied this email almost a year but still can't been fixed. Unacceptable 

 

I

Re: Nextbox 4K not working on 2016 Samsung KS Series TVs

@Silee0519 did you try a different HDMI cable, did you try settings the box to output "Other" instead of dolby digital in the settings menu. 

Is the 4k box connected directly to the TV, or does it go through a AVR? I have a 4K Rogers box with a Samsung KS8000 no issues at all.

 

Re: Nextbox 4K not working on 2016 Samsung KS Series TVs

mousetamer
I'm a Trusted Contributor

I have the KS9000 and had similar issues with the TV not working with 4K sources. After a month-long and very painful battle with Samsung and their horrific service department they sent me a replacement One Connect box. I have not had any issues with the 4K connections. I bought the TV as soon as it came out last year. The new One Connect box has a much younger serial number so I'm guessing they did some small tweaks within the newer ones.

Re: Nextbox 4K not working on 2016 Samsung KS Series TVs

jcagencies
I Plan to Stick Around
I also have a KS9000 and not been able to get 4K to work in the 9 months I have had it. On Wednesday Samsung sent out a service man with a new connect one box and it worked right away. He also mentioned the serial number and it has to be a new box this one was my third. It seems they now have the fix

Re: Nextbox 4K not working on 2016 Samsung KS Series TVs

so it seems the issue is with Samsung's One Connect box and not the Rogers hardware.

 

Re: Nextbox 4K not working on 2016 Samsung KS Series TVs

Edirol
I've Been Here Awhile
Can you please let me know what serial number your One Connect box has? I'd like to know what series fixed the issue.

Re: Nextbox 4K not working on 2016 Samsung KS Series TVs

jcagencies
I Plan to Stick Around

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Re: Nextbox 4K not working on 2016 Samsung KS Series TVs

goedhard
I Plan to Stick Around

I just bought this tv 65ks8500 that has this issue. Talked to a bunch of people Rogers tech, sales and no one knew this. Tried 4 different 4k pvrs from Rogers with this issue with no difference. Tried Roku Premier Plus, Google Cast 4K, a Sony Blu-ray 4K player that all works with sound. The search on google was "Rogers 4K no sound" that came up with this topic at the top. Now I know what the issue is. A Samsung technician will be visiting.

Re: Nextbox 4K not working on 2016 Samsung KS Series TVs

goedhard
I Plan to Stick Around

Update: got the one connect replaced serial number ending 63J2G1698  and now it works but get this the tv registers the 4k channels as 1080 at 60hz. If I unplug from one port to another the screen comes up as 1080 at 60hz. This is using the 4K PVR. My xbox360 connects at 1080 at 60hz also. The 4K channels do come clearer tho; compared sn1 371 and 997