Not all 4K D2D upgrades showing in downloads? - UK Store

[jont-uk]

Hi - was helping an elderly friend of mine re-update his K system and there were a few cheap (£4.63) updates from the BD disc in the catalog to the 4k HDR version which we purchased (key was Bladrunner), as well as the Matrix quadrilogy and also a few movie updates to those already in his system.

However the download window is only showing HD upgrades for Bladerunner when I/we selected and purchased the 4K upgrade - will these come down separately or is there a glitch in the system?

Happy to provide s/nos acc. details if anyone from K needs to reach out ?

Thanks

 

[ht guy]

What do you see when you click on the “Download” button? That should show all the available versions.

 

[jont-uk]

Can't check now as away from the K - but the second screenshot shows we bought the 4K but the first screen shot shows the HD being downloaded ? ... just seems odd ... the 'My Movies' option on the portal says UHD so hoping it is that and was just a download badge bug ?

 

[ht guy]

You don’t need to be with the system to download. You should be able to just go to kaleidescape.com -> manage -> my movies, find the movie and hit the download button. That will tell you what versions are available and you can download any available versions from that screen.

 

[jont-uk]

Thanks but unfortunately it doesn't show the versions when I do kaleidescape.com -> manage -> my movies -> Bladerunner -> Downloads

 

[Mark H]

The photo shows you have the 4K version downloaded to 'Cabin'. HDR version won't show on the screen when you look at the movie list if your TV / Screen can't handle HDR.
Perhaps I misunderstood the point.

 

[jont-uk]

The photo shows you have the 4K version downloaded to 'Cabin'. HDR version won't show on the screen when you look at the movie list if your TV / Screen can't handle HDR.
Perhaps I misunderstood the point.

Mark - it was the fact that the download icon showed a blue HD (blu-ray quality) rather than a yellow UHD icon - when I had bought the UHD 'upgrade' along with others that did show the UHD icon ... see screenshot below:

 

[andy]

The Store will not queue a resolution that it believes is not supported. Is it possible that something was going on with your AV gear prior to the download that may have caused your K player to not believe UHD was supported (e.g., cables swapped, setting changes, equipment swap, HDMI switched to another display that only supports HD, etc.)?

If that is not a possibility, I can't think of any reason the UHD version would not have been selected (especially if that is what typically happens). You can of course manually choose the UHD version next time, but you may want to ask K support to investigate if it continues to happen.

Good luck,
Andy

 

[jont-uk]

The Store will not queue a resolution that it believes is not supported. Is it possible that something was going on with your AV gear prior to the download that may have caused your K player to not believe UHD was supported (e.g., cables swapped, setting changes, equipment swap, HDMI switched to another display that only supports HD, etc.)?

If that is not a possibility, I can't think of any reason the UHD version would not have been selected (especially if that is what typically happens). You can of course manually choose the UHD version next time, but you may want to ask K support to investigate if it continues to happen.

Good luck,
Andy

Hi @andy - no nothing changed and the other UHD updates were bought within minutes of the Bladerunner one ... strangely when I look at the movie poster in 'my movies' it shows a yellow flag and says we have the HDR version even though the blue badge on the download confirmation says HD for Bladerunner (although UHD for the others) as per screenshot above ... and technically the HDR badge icon is black on the info screens too so there does appear to be some visual bugs on the store functionality ... maybe somebody from Kaleidescape who is on here can comment officially and clarify ?

 

[J.Green]

Blade Runner is only available in HDR, HD, and SD qualities. Based on what has been posted and what I can see in the various screenshots above, the system in question likely only supports UHD (i.e. 4K SDR). Notice that all 4K downloads in the screenshots above are showing the "UHD" badge. Since Blade Runner isn't available in UHD, the download defaulted to HD since HDR doesn't appear to be supported on the connected system.

That's somewhat speculative on my part without looking at the logs and other information available for the system but based on what I see above that's the most likely scenario.

 

[J.Green]

Hi @andy strangely when I look at the movie poster in 'my movies' it shows a yellow flag and says we have the HDR version even though the blue badge on the download confirmation says HD for Bladerunner (although UHD for the others) as per screenshot above

We refer to that as the "ownership snipe". That snipe does not indicate what version you have downloaded to your system. That snipe indicates the highest quality you own the title in. Since you did, indeed, purchase the HDR version, that is the snipe that displays. To see what version you have actually present on your system you need to look at the bottom of the detail sheet. For example, this screenshot shows that one system has the movie downloaded in 4K HDR but the other system has a DVD version imported:

... and technically the HDR badge icon is black on the info screens too so there does appear to be some visual bugs on the store functionality ... maybe somebody from Kaleidescape who is on here can comment officially and clarify ?

That is not a bug. There are two different quality badges for 4K content. The "UHD" badge (black text on a gold background) and the "HDR" badge (gold text on a black background). These are two distinct versions of the movie. When you look at the detail sheet for a movie in the store, those badges indicate what qualities are available for download. So in the case of Blade Runner:

you can see that the badging indicates that the movie is available to download in HDR, HD, and SD but not UHD. Whereas Blade Runner 2049:

is available to download in HDR, UHD, HD, and SD.