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Registered: ‎10-06-2019
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Dark screen isssue with Insignia Smart TV with Netflix and Prime

Hi, I got a huge issue with HDR videos on Netflix and Prime Video, all videos are very dark when they are streaming in HDR. I tried to fix the issue by resetting the TV but nothing happen.

My TV is Insignia Smart TV HDR DEL UHD 4K 43po (NS-43DF710CA19) - Edition Fire TV

 

Could you please help me on this issue? It is really annoying !!!

 

Thanks

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Registered: ‎12-23-2016

Re: Dark screen isssue with Insignia Smart TV with Netflix and Prime

Hi, MathieuBranchet,

 

Thanks for joining out community. Dark video is never good. If you can't see what's going on, you may as well be listening tot he radio.

 

Have you gone into your television's video settings to adjust the Brightness, Color. and Contrast? Press and hold Home until the Quick Settings menu opens. Select Picture, then adjust the Contrast, Brightness, or Color settings. That may help everything look right for you.

 

Please let us know if that helps.

 

Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
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Re: Dark screen isssue with Insignia Smart TV with Netflix and Prime

Hi, I am not talking about setting issues !

My TV is working properly except when I watch HDR videos on Netflix and Prime Video.

 

Exemple : When I go to Netflix and watch an HD video. Everything is fine. Beautiful image.

As soon as I want to watch an HDR video all become dark and unwatchable to the point that it is difficult to see what is going on the screen. It's happen right after the Netflix logo. Plus, the subtitles are clear and bright. This is the only thing that I can see normally ont the screen.

When I switch to watch an 4K video, everything is working great.

 

So my concern is about specific HDR with Netflix and amazon Prime. The only way I found to watch Netflix properly is to downgrade my subscription from HDR to HD. Is there any way to disable HDR on the TV so that I can watch only in HD mode?

 

A link from other thread talking to the same issue:

https://www.amazonforum.com/forums/devices/fire-tv/520629-since-update-to-os-6-2-6-5-hdr-content-on-...

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Re: Dark screen isssue with Insignia Smart TV with Netflix and Prime

Good Afternoon, MathieuBranchet,

 

Thanks for sharing a bit more about your issue! We sincerely appreciate it. Can you please reach out to our teams at (877) 467-4289? They’d be happy to provide some in the moment troubleshooting to see if the can help you remedy the issue.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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Re: Dark screen isssue with Insignia Smart TV with Netflix and Prime

I have been on the phone with both Best Buy and Insignia (who is owned by Best Buy) with the same issues with the screen being too dark to view shows on Amazon Prime, Crave and Netflix.

It is not a settings issue, no matter what I do the result is the same. And yet, I can watch anything on my 3-year old Dell computer.

You will get the run around from both Best Buy and Insignia..unacceptable customer service and a defective product.

Beyond frustrated,

 

Susan

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Re: Dark screen isssue with Insignia Smart TV with Netflix and Prime

Mathieu,
I have been at this for two months now with Best Buy and Insignia on the phone and via email...same issue. Best Buy owns Insignia btw.
My next move is to play the social media card, something I have never done but the level of customer service/support is entirely unacceptable.
Susan
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Re: Dark screen isssue with Insignia Smart TV with Netflix and Prime

I own the Insignia FireTV 43", Purchased November 2019. Just discovered this issue. This is awful and unacceptable.
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Re: Dark screen isssue with Insignia Smart TV with Netflix and Prime

Has this issue been resolved for you?
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Re: Dark screen isssue with Insignia Smart TV with Netflix and Prime

Hi, ThomasJL,

 

As Mariah mentioned above, you'll want to reach out to us by phone at (877) 467-4289 for support on this.

 

Thanks,

Kyle R|Social Media Specialist | Best Buy® Corporate
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Re: Dark screen isssue with Insignia Smart TV with Netflix and Prime

I still have this issue and I am not the only one! The minimum I would like is to get an expected time of arrival for a fix because all customers having bought the 43 inch Insignia Fire TV is impacted by this problem.

I checked a bit on the web and I am pretty sure that this issue is affecting only 43 inch insignia fire tv.

I won't call the customer service because other people already did this without success. BestBuy and Insignia act as if they did not know this issue. The problem is specific to Amazon Fire TV so probably BestBuy and Insignia should deal with Amazon directly. Please be transparent and give us a schedule. It is really annoying.

 

Links:

https://www.amazonforum.com/forums/digital-content/prime-video/522123-extremely-dark-uhd

https://www.amazonforum.com/forums/devices/fire-tv/520629-since-update-to-os-6-2-6-5-hdr-content-on-...