Article ID : 00198535 / Last Modified : 29/10/2018

4K videos do not display correctly on PS4 Pro when Sound Bar is connected

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IMPORTANT: If any model-specific information is required to complete any of the steps in this solution, refer to the operating instructions supplied with the product.

Follow these steps if a 4K video from the PS4™ Pro doesn't display properly after connecting a Sound bar or Home Theater with an HDMI® cable:

  1. On the Sound bar or Home Theater, set the HDMI Signal Format to Enhanced format.
    1. On the Sound Bar or Home Theater remote, press the HOME button.
    2. Select Setup.
    3. Select System Settings.
    4. Select HDMI Settings.
    5. Select HDMI Signal Format.
    6. If available, select HDMI IN.
    7. Select Enhanced Format.
       
  2. Make sure to use a Premium High Speed HDMI cable with ethernet that supports 18Gbps.
    1. Connect the TV and Sound bar with the HDMI cable that came with the Sound bar.
    2. Connect the Sound bar and PS4 Pro with the HDMI cable that came with the PS4 Pro.

    3. Confirm that the system/firmware of your TV is updated to the latest version. Depending on the TV, the system/firmware update method may differ. For details, refer to your product's manual.

    4. Starting the PS4 Pro in Safe Mode

      1. Turn off the PlayStation 4 by pressing the power button on the front panel. The power indicator will blink for a few moments before turning off.

      2. Once the PlayStation 4 is off, press and hold the power button. Release it after you've heard two beeps: one when you first press, and another 7 seconds later.

      3. Connect the DualShock 4 controller with a USB cable and press the PS button on the controller.

      4. You should now see the screen below:

      5. Select [SET HDCP Mode] (This option only appears on PS4 Pro systems)

        If your PS4 Pro is connected to a 4K TV that doesn't support HDCP 2.2 (please refer to your TV manual) it may not be able to display image when playing 4K games or 4K video streaming. In order to see the image, you need to choose this setting and select [2. HDCP 1.40 Only] on the next screen*.

        *This may limit video resolution to 1080p. This reduction in resolution happens because a 4K image can only be displayed when HDCP 2.2 is supported by all connected devices including the TV, HDMI cables, as well as any A/V amplifier or home theater system that are connected.