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BenQ Knowledge Center

How to Troubleshoot When HDR Content Isn’t Displayed Correctly

BenQ
2018/10/01

BenQ HDR displays produce a new level of realistic image quality with HDR content. Here’s how you can ensure ideal HDR video quality, and troubleshoot any issues.

When HDR content is displayed on BenQ HDR monitors a pop-up window will say “HDR On” when starting to load and decode the content. If it is not functioning correctly, you might experience the following:

1. On-screen colors look abnormal, such as the entire screen becoming overexposed and washed out.

2. On-screen content looks properly presented, but the monitor indicates “HDR Emulated” instead of “HDR On.”

Take these steps to resolve the issues:

Confirm Content is HDR

Firstly, make sure your video content is HDR encoded. Look for the HDR logo or HDR description in playback options. For example, when watching YouTube, the video quality setting under settings should indicate “HDR.” HDR encoded videos and movies from streaming services like Netflix will display the HDR logo.

Check Your Internet Speed

Secondly, ensure your internet connection is fast enough. Even if your internet speed is sufficient to flawlessly stream HD videos, high-resolution HDR may require faster speeds. For example, for HDR content in 4K resolution, we recommend download speeds of at least 25 megabits per second.

Determine HDR Compatibility of Source Device

Thirdly, confirm your source device, whether a computer, laptop, streaming box, or mobile device, supports HDR as well as HDCP 2.2. Some devices may require the HDR function to be turned on manually. Please also update your device to the latest version of firmware, and make sure that the latest version supports HDR.

Verify Your Cables Support HDR

Lastly, make sure that the monitor is connected to the source device using the correct cable. BenQ HDR monitors come with cables that will deliver proper HDR transmission. If you are using an aftermarket HDMI cable, look for a cable that is HDMI High Speed, HDMI Premium Certified, or HDMI 1.4 compliant. If using a DisplayPort cable or DP to Mini-DP cable, look for DisplayPort Compliance Certification for DP1.2 compatibility. Confirm the version of your HDMI cables are at least HDMI 1.4 and above. The version of DP needs to be DP 1.2 or above. Finally, for USB Type C connectivity, ensure that the cable is USB-C Certified.

Taking the four simple steps above should ensure your BenQ HDR monitor displays spectacular HDR video quality, providing brilliantly lifelike images with stellar subtle details, even in dark scenes.

Still having issues? Reach out to BenQSupport.US@Benq.com.

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