HDR washed out if Nvidia is set to Display Refresh Rate is higher than 23.976

Plex Players Streaming Devices
1

Server Version#:1.19.4.2935
Player Version#:8.2.1.18636 (1cc6ce64)

Player: Nvidia Shield 2019 Pro. Connected to latest and greatest HDMI cable.

This was not an issue few weeks back. Seems like one of the latest update broke it somehow.

Issue: If Nvidia Shield is set to “4k 59.940Hz” and you play a 4k HDR movie, the HDR color is washed out. Although the TV does goes into HDR mode, the tone mapping is off.

#### Test Condition 1:
Nvidia Shield : “4k 59.940Hz” “Dolby Vision and HDR10 Ready”
Plex: Refresh Rate Switching : On

Movie: Zootopia (23.976 Fps Movie)
Issue: HDR in TV turns on, but the colors are extremely washed out.
It works the first time after a reboot, but from the second time onwards the HDR is washed out.
Image:
Shield is set to 23.976 Hz.

^^This is the main issue.

Movie: Gemini Man ( 59.940Fps movie)
Issue: No issues. HDR is switched correctly and colors are popping.
Shield is set to 59.940 Hz.

#### Test Condition 2:
Nvidia Shield : “4k 59.940Hz” “Dolby Vision and HDR10 Ready”
Plex: Refresh Rate Switching : Off
Movie: Zootopia (23.976 Fps Movie)

Issue: HDR in TV turns on, and colors are accurate.
But the Shield is still in 59.940 Hz. (Expected)

Movie: Gemini Man ( 59.940Fps movie)
Issue: No issues. HDR is switched correctly and colors are popping.
The Shield is still in 59.940 Hz. (Expected)

#### Test Condition 3:
Nvidia Shield : “4k 23.976 Hz” “Dolby Vision and HDR10 Ready”
Plex: Refresh Rate Switching : On

Movie: Zootopia (23.976 Fps Movie)
Issue: No issues .HDR in TV turns on, and colors are popping and accurate.
Shield is set to 23.976 Hz.

Movie: Gemini Man ( 59.940Fps movie)
Issue: No issues. HDR is switched correctly and colors are popping.
Shield is set to 59.940 Hz.

^^This is the workaround for now^^

#### Test Condition 4:
Nvidia Shield : “4k 59.940Hz” “Dolby Vision and HDR10 Ready”
Plex: Refresh Rate Switching : Off
Movie: Zootopia (23.976 Fps Movie)

Issue: No issues .HDR in TV turns on, and colors are popping and accurate.
Shield is set to 23.976 Hz.

Movie: Gemini Man ( 59.940Fps movie)
Issue: HDR is switched correctly and colors are popping.
The Shield is still in 23.976 Hz. (Expected)

The issue is plex specific for sure. The same tests have been run on Kodi and Emby and they both are able to switch things correctly without washed up colors.

Please look into this issue. As it stands, the workaround is annoying and not noob-friendly. My GF also uses my system and it’s hard for me to tell her all the steps.

2

is this specific to switching between gemini man, which is a HFR (high frame rate) movie, and other movies?

3

No. I included Gemini Man just for testing purpose. I notices this issue independently.

Most movies are 23Fps and that’s where the issue lies. Gemini Man works out fine in all scenarios.

It seems like if the sheild Hz is greater than the movie Hz, then then when plex does the switcing the HDR is washed out.

Since Gemini Man is as high as the Shieild’s max Hz, it doesn’t have any issue.

But almost all other movies would have this issue

4

do you have ‘match content color space’ enabled in the ‘advanced display settings’ ?

5

Yes I do

6

Can we get some logs, please?

7

I downloaded the Server logs. Which in particular are you looking for?

Here is the entire log : https://gofile.io/d/UXg01P

The last 3 activities were

  1. Play HDR video with 59 Hz (Washed out)

  2. Play HDR video with 23 Hz (Working as expected)

  3. Play HDR video with 59 Hz (Washed out)

8

You probably wanted the client log.

https://pastebin.com/tUnqJG37

Last 3 plays:

  1. Shield 59.9Hz. HDR Trigger. perfect color

  2. Shield 23.9 Hz. HDR Triggers. perfect color

  3. Shield 59.9Hz. HDR Trigger. Washed out colors. << ERROR

@DaveBinM

9

Cheers! Can I grab a sample file from you as well? I’ve not been able to repro this, so I’m wondering if it’s something to do with a particular file or files

10

The original file I used to generate the log is over 20GB.

I recreated the similar scenario with another file here.

Log: https://pastebin.com/L25ugYHZ

File: https://gofile.io/d/h1tE0G

@DaveBinM

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