Quantcast
Jump to content

  • 1

LG responds to Disney+ 4K and 5.1 sound issues


TMOSteel

Question

If anyone is still experiencing issues with the webOS Disney+ app (and I suspect many if not all of us still are) such as the lack of 4K support, 5.1 audio support, or as in my case with the 86UH9500, both, please see LG's response to my inquiry into these issues:

We appreciate you for patiently coordinating with us regarding the current application status of your LG 86UH9500 TV, Xxxxxxx. It is our goal to ensure that you are able to utilize your LG product at its fullest potential so let us assist you with your inquiry today.

In response to this, according to the specifications of the unit, the LG 86UH9500 TV has been designed with a 4K UHD and Surround Mode feature. However, if the Disney+ app is the only application that does not output surround sound, please be advised that both the content being played on the TV and the applications should also support this feature as well. This case on the capability and support made by the developers of the Disney+ Application needs to be raised directly to them so that they can make the necessary updates on the programming and utilize our TVs 4K UHD and Surround Sound features that are already available in our OLED Television. You can reach Disney+ Support Line at 1-888-905-7888 for additional support and assistance.

So, as expected, LG is pointing the finger at Disney to resolve these issues.  This makes sense as my inquires into the availability of the Disney+ app from LG before the launch directed me to reach out to Disney+ as they, not LG, are responsible for it. 

So if any of you out there have Bob Iger on speed dial, can you give him a ring?

Thanks!

(PS yes, LG incorrectly identified the UH9500 as an OLED model when its an LCD, but I'll let it slide)
 

 

 

  • Thanks 1
Link to comment
Share on other sites

5 answers to this question

Recommended Posts

  • 0

I have signed up for Disney+ since 11/25/19 and used the Disney+ app for LG WebOS. To my knowlege there are no issues with video (always played in 4K and in HDR/Dolby Vision if program offered it). But there was no Dolby surround sound up until about 12/19/19 (only 2 ch stereo only via Optical cable to my A/V Receiver.  Not sure what happened between 12/19 and 12/20 (app version has not changed since 11/18/19), but I can NOW confirm that as of 12/20/19, the Disney+ app for LG WebOS is now playing back in Dolby Digital 5.1 Surround using the Optical Out feature.  My tv is the OLED65C9AUA.  I confirmed the 5.1 Dolby Surround while watching both The Mandalorian and Star Wars Rebels.   I do not have a ARC capable receiver as of yet, so cannot test this feature.  Thank you Disney!

Link to comment
Share on other sites

  • 0
52 minutes ago, chinnman said:

I have signed up for Disney+ since 11/25/19 and used the Disney+ app for LG WebOS. To my knowlege there are no issues with video (always played in 4K and in HDR/Dolby Vision if program offered it). But there was no Dolby surround sound up until about 12/19/19 (only 2 ch stereo only via Optical cable to my A/V Receiver.  Not sure what happened between 12/19 and 12/20 (app version has not changed since 11/18/19), but I can NOW confirm that as of 12/20/19, the Disney+ app for LG WebOS is now playing back in Dolby Digital 5.1 Surround using the Optical Out feature.  My tv is the OLED65C9AUA.  I confirmed the 5.1 Dolby Surround while watching both The Mandalorian and Star Wars Rebels.   I do not have a ARC capable receiver as of yet, so cannot test this feature.  Thank you Disney!

The app was updated by Disney to support 5.1 audio, they've tweeted about the update.  The lack of 4K support is not on all models, yours may have supported it from day 1 but mine did not (2019 model vs 2016).  There have been other posts from LG owners here and on AVS forum about the lack of 4K.  I have my 86UH9500 connected to my Denon AVR-X3500H via ARC and can confirm its outputting 5.1 audio without issues.

Link to comment
Share on other sites

  • 0

Looks like Disney finally fixed its app - have not used D+ in months as I purchased an NVIDIA Shield Pro and now stream everything from that (including Movies Anywhere, CBS All Access, HBO Max and Peacock). 

Just for fun loaded the D+ app on my LG, saw a 9/14 update and applied it, and lo and behold the D+ 4K movies now show 4K available and play in 4K.  

Still better with the NVIDIA since I can get ATMOS sound in addition to Dolby Vision (the 2016 models do not have eARC and can only output 5.1 max via HDMI).  

  • Like 2
Link to comment
Share on other sites

  • 0
On 9/17/2020 at 2:07 AM, TMOSteel said:

Looks like Disney finally fixed its app - have not used D+ in months as I purchased an NVIDIA Shield Pro and now stream everything from that (including Movies Anywhere, CBS All Access, HBO Max and Peacock). 

Just for fun loaded the D+ app on my LG, saw a 9/14 update and applied it, and lo and behold the D+ 4K movies now show 4K available and play in 4K.  

Still better with the NVIDIA since I can get ATMOS sound in addition to Dolby Vision (the 2016 models do not have eARC and can only output 5.1 max via HDMI).  

Good to know that the behemoth that is Disney are actually paying attention to their customers' problems.

Link to comment
Share on other sites

Join the conversation

You can post now and register later. If you have an account, sign in now to post with your account.

Guest
Answer this question...

×   Pasted as rich text.   Paste as plain text instead

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.

  • Similar Topics

    • By Nina05
      My tv shows this error when I try to play movies from Disney +
      Something went wrong Error code: "PB_WEBOS_DR-" 6002_X We are having trouble playing this video right now. Please try again or select another content.
       
      Please help
    • By Low Grade
      i just started using a new LG 43UR7550 (cheapest model from them).......1st time using a LG as well as a Smart TV too.......and so far having a hard time adjusting the picture and sound (never had such problems with previous TVs)😒

      1) sound is worse than i thought since the speakers are down-firing (my previous TV had front-firing speakers)...........it has the AI Sound Tuning - so after it had tuned the sound - do i set the Sound Mode to ''AI'' or should i use ''Custom Settings'' to use the equalizer ??😬

      2) the TV has many different settings like Noise Reduction, TruMotion, etc.......so how to calibrate for best picture since i read that people say it's best to turn them all off ?😬

      3) i can turn off the screen when watching free-to-air broadcast channels.........but can i turn off the screen if i'm using Youtube app on the TV..........?..........what if i use a HDMI cable from my PC to the TV - can i turn off the screen ?🤒
       
      many thanks in advance😃
    • By mhut
      Hi. Have a 77 Oled G2 tv, updated to latest firm.
      Problem is that Dolby Vision is not displayed on Disney + app. Dolby Atmos is not working also.
      The  Disney app is te latest available also.
      On my other tv, a 55 CX which is from 2020, Dolby Vision and Atmos is working fine on the same app, so i dont understand.....
      What can be the problem and is there any fix for this ?
       
      Thanks in advance.
    • By Nikola Lgc1lb lgs80qr
      Hi, what should i do to synchronize the Sound from my tv( lg c1 lb 55 inch 2021) speakers and soundbar (lg s80qr) to play at the same time without delay. Please me give me the steps one by one
    • By Michael Plant
      My Denon sound bar use to work faultlessly. All of a sudden it won't let me adjust the sound through the LG remote. Never had an issue prior. And it won't turn on automatically.
      I have power cycled, removed all cables and reconnected them, made sure I have HDMI Arc set and we'll as the Simplink on.
      It use to say Denon is now available when I turned on the tv. 
      I think there was an update to the LG tv and wondering if there was something changed there.
      Cheers 
       
       
×
×
  • Create New...