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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

goedhard
I Plan to Stick Around

Update: If I switch source in the menu from xbox360 to Rogers it says 4k in the banner. 3840x2160 at 60hz. So all I can say it works as it should

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

Hi @goedhard

 

Thank you for posting on the Community Forums and for updating the community on your experience. Smiley Happy

 

We're glad to hear things are working.

 

RogersPrasana 

 

 

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

4kTv
I've Been Around

I just installed a Samsung 65 inch 4k TV (UN65MU9000), connected it to a rogers 4k box using a Belkin 4k HDMI cable ....and voila ....the TV doesn't recognize the box...i separately tested the box and cable so they are good...replaced 4k box with regular cable box....it works. How do I fix this incompatibility? Is using a splitter the only solution or does Rogers have a firmware update? the firmware on my TV is upto date.

 

Thx in advance for your help.

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

goedhard
I Plan to Stick Around
Call Samsung and tell them. They ended up replacing the one connect box that fixed the problem.

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

gp-se
I'm an Advisor

@4kTv wrote:

I just installed a Samsung 65 inch 4k TV (UN65MU9000), connected it to a rogers 4k box using a Belkin 4k HDMI cable ....and voila ....the TV doesn't recognize the box...i separately tested the box and cable so they are good...replaced 4k box with regular cable box....it works. How do I fix this incompatibility? Is using a splitter the only solution or does Rogers have a firmware update? the firmware on my TV is upto date.

 

Thx in advance for your help.


@4kTv

 

Do what @goedhard said, call up Samsung and have them change the One Connect Box, certain serial numbers aren't compatible with the 4K Nextbox.

 

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

goedhard
I Plan to Stick Around
I just realised that 4kTv said MU model. I almost went for that model instead of the KS model

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

ghard1
I Plan to Stick Around

4K PVR Black screen requiring reboot

 

I'm having an issue with a 4K PVR and a black screen.  The screen goes black (and no audio) after I turn the system off and back on.  Picture is fine as long as the TV and AVR are left on.   Turning the PVR on and off doesn't trigger the issue.  Only if the AVR and TV are turned off and back on.  It appears to be an HDCP issue in my opinion.   Perhaps a firmware bug?

 

My setup is the following:  4K PVR plugged into a Anthem MRX-520 AVR which is then plugged into a Samsung 65" Q7 TV.  All devices are using the latest firmware.  All devices are HDCP 2.2 compatible.  I also have a Apple TV 4K connected to the receiver and set to 4K HDR 60hz output.  No issues with the Apple TV at all and didn't have any issues until I upgraded to the 4K PVR (Nextbox 3.0 worked fine).   I'll get picture and it will work fine.  I turn the system off then back on, the I get a black screen (no picture an no "no signal" message as I would get if the box was off).  Rebooting the box will get it to come back.  But only until the next power cycle.  I have tried the following:

  • Connected the PVR directly to the TV - same issue.  Requires rebooting the Nextbox to get the picture to come back if the TV is turned off then back on.
  • Tried rebooting the TV while PVR was showing a black output.  By reboot I mean disconnecting and reconnecting power to the TV.  No fix
  • Tried a different HDMI cable (the Apple TV's which works)
  • Tried a different input on the Anthem
  • Tried connecting the nextbox directly to the TV.
  • Tried reverting back to 1080P on the PVR
  • Tried turning off HDR on Apple TV
  • Tried turning on CEC on both TV and AVR
  • Replacing the PVR - second unit is doing the same
  • Tried banging my head against the wall and swearing

Neither of the above worked.  Any suggestions?

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

57
Resident Expert
Resident Expert

@ghard1

 

1. How old is this TV?  Does it utilize the "one connect" box?  Have you called Samsung to upgrade the "one connect" box as discussed earlier in this thread?  (Go back a few pages and read about those problems with the one connect box.

 

2. What happens when you connect the PVR directly to the TV, but (with both devices turned off) turn the TV on first, wait a few seconds, then turn the PVR on?  The order that you turn things on can often affect whether the handshake works properly.

 

3. If item 2 works, then try a similar order when going through the AVR. Say turn on AVR, then TV, then PVR.  Or TV, then AVR, then PVR, always leaving a couple of seconds between.



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

ghard1
I Plan to Stick Around

Hi @57 

 

  1. The TV is about 2 months old and a current model.  Yes, it uses a one connect, but not the same One Connect as the KS series mentioned in this post.  The One Connect on the new Q series is active (requires a power connection) because of the optical cable that runs between the One Connect and the TV.  I haven't yet called Samsung because I've installed over 30 of these (I am an integrator) for clients and haven't had a single issue with any 4K source before.  Wouldn't Samsung have remedied this if it was an issue with the one connect on previous years models?  Why does this only appear to be with this particular piece of hardware?
  2. I have tried every possible power sequence as I have found this to work with HDCP handshake issues in the past.  No luck here.
  3. Same as above

Thank you for your help.

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

goedhard
I Plan to Stick Around
I don't know about the Q series but the MU series which is a 2017 TV had the same One connect (newer serial number) and the 2016 KS (older serial number). Samsung replaced my One connect box with a even newer One box then the MU tvs and the MU was posted with this problem so yes it is very possible Samsung has not corrected the problem yet or never will

You should call up Samsung Canada