Xbox One S not playing all 4k blu-rays. Some work some don't.

Please help, just had Christmas and 5 of 6 new, 4k blu rays don't won't! Not recognised error code 0x91d70000, sometimes no error, no movie, just brought back to home page. This is using the Xbox One S blu ray player app.

Ghost in the shell, worked

Wonder Woman, error

Valerian city of a thousand planets, error

Westward (3 discs), error.

Now additional notes

1. Other 4k blu ray discs still work fine, 'Maze runner', 'Scorch Trials' and more, plus game discs.

2. Batman vrs Superman 4k, doesn't work now but has in the past. On the same system and set up. Has an update to app changed things?

3. No scratches or damage to discs, but getting 5 new discs not registering tells me it's the reader or the software.

4. If it's the disc reader then why only certain discs work when others don't, on repeated trials.

5. This leaves me thinking it's the app software, Blu-ray Player.

I have read posts with similar issues, but no resolutions. There doesn't seem to be an alternate option of app to try on the Xbox one S. I have:

i) completed a hard reset - no effect

ii) uninstalled and re installed the blu ray player app, checking also for updates - no effect

iii) spoken to a Microsoft support person 'Joan D,' who had not heard of this type of issue, stated would look into and email me back for additional details. I have not received any mail, Microsoft ref - 1409246918

iv) told to reset the Xbox One S back to factory settings, which I didn't want to do and believed it would change nothing. Also I would need to reset up all the profiles on the Xbox. After completing this reset, it had no effect again and I had to reset
up my Amazon prime, Netflix as well. Which was a pain!

Xbox / Microsoft, please comment on this issue. As you might expect I bought the Xbox One S for the 4k play back, I pay nearly double for the 4k discs and in my last purchase only 1 out of 6 discs worked. I want 4k, I've paid for 4k and all I'm getting is
a head ache!

:)

 

Xbox One S, how to stop blu rays from upscaling to 4k

Hey guys. This might sound silly but for some reason I find my Samsung 4k UN65KU6300 upscale of regular blu rays to 4k looks better than xbox one s (idk if maybe its a settings thing lol). Is there a way I can stop my xbox one s from upscaling my regular
(not 4k discs) blu rays to 4k? I already am able to do this with games thankfully by having my dominant output be 1080P (love that it switches automatically when playing 4k blu rays or content)

 

TV AND XBOX ONE S

You don't need a 4k TV. It'll still work on any TV. A One S is only capable of displaying 4k blu-rays, not games. So games will still look fine.

 

ADDITION

To help get this issue resolved I have tested all my 4k Ultra HD Blu Ray discs. The following films work every time and they are all 4k Ultra HD's

All Working, every time, no issues

Ghost in the shell

The Martian

The Maze Runner

The Scorch Trials

Warcraft the beginning

X-Men Apocalypse

*Also no issues with games or DVD's, multiple discs tried.

All the 4k discs that are not working and were tested multiple times. Outcome, issue, ref 0x91d7000 from Xbox One S Blu-ray player app

Valerian and the city of a thousand planets - new out of wrapper, Christmas present!

Wonder Woman - new out of the wrapper, Christmas present!

Westworld season 1, special edition - new out of wrapper, expensive Christmas present!

Batman v Superman Dawn of Justice, ultimate edition - played and seen 4k version twice in the past. Now doesn't play with same error message.





I have also checked and changed many settings back and forth. Reset, quit app, factory reset all with no fixes found. The following are my 'Display & sound 4k TV details'. I have a 4k TV but not HDR ready, bought a little too early. But do remember I have
a lot of 4k discs that play! It does say in 24hz but plays fine off the 4k discs just not all of them. I also play games using upscaling to 4k with no issue.





TV Resolution

Tick - TV supports 4k UDH (60Hz)

Watching movies & TV

Tick - TV supports 4k 10-bit at 24Hz

(i) - Does not support 4k 10-bit at 50Hz. However, apps can use 4k 8-bit, if supported

(i) - Does not support 4k 10-bit at 60Hz. However.....

(i) - Does not support all HDR modes. Some content may not display in HDR.

Playing games

(i) - Does support 4k 10-bit at 60Hz. However, you can still upscale to 4k....

Red line through circle - TV does not support HD10 for gaming. Games will not be shown in HDR.

Now if my TV, connections, cable, setup, disc drive were not working I wouldn't enjoy any of the above films, but I do and can enjoy a lot of them.

If the discs are faulty then how did I watch one of them twice and keeping in mind, the other five are all new and bought from different shops. This makes it very unlikely to be the discs.

If the drive was starting to fail then maybe but why the same discs are not working baffles me.

The only thing I can think of is the data on the discs and can the Xbox Blu-ray player app actually understand the format of some of these discs?

Can anyone confirm on any of the films that I've mentioned don't work?

Do any work on your Xbox One S?

Can anyone suggest a link to the working movies or non working ones, who makes them perhaps?

Before you ask, from the non working discs, most are not region coded so that shouldn't be an issue and the one that is (Valerian) is coded to my region 'B'

I've just checked that buying the 4k versions of the discs that don't play has cost me £55 more than just getting the normal Blu-rays, so please don't suggest I just watch the upscale versions. Also seeing that I have 6 working 4k discs and 6 that don't
work (Westworld has 3) it's 50/50 that I get a working one. I can't play those odds buying a product that should work.

Thanks again for any comments, further film names that have issues or confirmation of my lists. I really hope someone at Microsoft or Xbox read this and gives me some input. I've spoken to support, waiting on email, but not confident I'll get one. I've looked
for direct emails but can't find any to email, again any (smart) suggestions or support contacts would be great.

Please, please help, I can't continue to buy 4K discs until I know what the issue is and I really wanna watch the ones I have been given for Christmas

 

Update, spoken with support again.

Support Cerisse

ref 1409345853

Currently on me to double check the five new discs from different vendors do work, even though one old disc has stopped working. Also on me to check if using a different TV works.

Also it's been suggested that some discs could require 60Hz when some might be ok at 24Hz. I've tried to see any notification on the Blu-ray cases but see no ref to Speed or Hz. My TV seems to play at 24Hz so checking another TV
will check this off.

I want to get this sorted but it's Christmas and I've spent more time on this than I want to so I'll update as soon as possible, post further checks.

 

Update:

All the discs are fine they have been checked on a 4k HDR TV on a 4k Blu-ray player (Samsung).

Then tried my Xbox One S on their TV, same problem. Some work some don't.

This tells me that it is the Xbox or the App on the Xbox is at fault.

I have gone back to Microsoft support, Jezz V. further update to come post chat.

 

Latest...

Spoken with Jezz V. at Microsoft support, ref 1409735139 have been promised an update via email once they have looked into further.

It has been suggested that it could be either

1) My disc drive might be at fault, it has been suggested that the machine might be 'Selective reading' reading only certain discs. It is also possible that the discs might be different quality and therefore some work and some don't in my system but all work
with a different system.

or

2) The data on the disc is slightly different and the Xbox app (Blu-ray player) would need an update to play these discs. If anyone could confirm they can watch any of the problem discs on their Xbox One S or they can't would then help me find out what my
issue is.

I would like to add a thank you to all the support staff I have spoken to and to apologize to Jezz V. my internet went down and I didn't get the chance to thank Jezz or end the chat properly.

Problem still unresolved as of the 28th of Dec, but hopeful.

 

Update

I have been in comms with Joan D at Microsoft support since boxing day, unfortunately I have not heard from her in over a week. Despite two mails chasing her up for an update. The situation with Joan was she had originally requested that I send in my Xbox
for repair. I asked if it could be confirmed that any of my problem films could play in another Xbox One S. To check the App was capable of playing these films, before being without my xbox (for up to three weeks) and possibly having it sent back to me with
the same problem. It was confirmed that the 'Offline Team' would look into these films to confirm they work before I would then send in my Xbox for repair. As mentioned after replying with a question, waiting a week, sending another mail and waiting two more
days I still had not heard back from them.

I have then gone back to Support Chat to chase this up today in which it has been confirmed that the Xbox One S currently can not play these discs and that I need to wait for an update to the App player to be able to play my 4k Discs.

It is confirmed by support that the Xbox One S can not currently play all 4K Blu Ray discs. Which is shocking, when other players (Samsung) has had no issues staying up to date and can play these discs. I am now in the position of having spent extra to play
4k versions of films and now can't. Further I can't return the problem discs as there is no issue with the discs, but with my player (the Xbox One S).

Xbox state it's the Blu ray suppliers fault, but I state that other players have stayed updated so why hasn't the Xbox app 'Blu-ray Player'!

Please, please! Microsoft, Xbox and or the people at the App Blu-ray Player can you sort this out. I have spent extra to buy a 4k TV, extra on 4K discs, and extra on updating my Xbox One to an Xbox One S so that I can play 4K discs. Which currently don't
work.

Everyone has been polite but no one is stepping up to get this sorted. It is appalling that Xbox sell a system stating it's ability to play 4K discs when it can only play a portion of them. If it does turn out to be my disc drive failing and the discs aren't
playing because of 'Selective Reading' then I apologise for the above statement but if this is the case I would have to question the standard of the disc readers that were placed into the Xbox One S'

Every day this issue gets more and more frustrating and when I don't hear back from support for over a week when being chased up for comments leaves my even more annoyed. I want to enjoy my Christmas presents, I want to reassure those that spent extra money
giving me these gifted that their money was not wasted. This issue is effecting more than just me.

I feel lost and unsure that I can do anything further. I have commented here, chased Support Chat and spoken with them on four separate occasions and now today been encouraged (by Nina G) to add a 'New Idea' on the Xbox page User Voice. See link below but
stating the same thing as these posts.

Xbox Ideas, powered by UserVoice

Lastly I need to add I had a nice chat with Nina G. today on Support Chat but she finished our chat before I was done asking questions. She was the support person to confirm the Films won't currently play but is hopeful it would be looked into and updated.
No time frame given. Additionally I wanted to check that she was aware of the question of Selective Reading and that it had been confirmed not to be the issue but she cut of the chat before I had a chance to ask this.

Please fix this I want to enjoy my Christmas presents, it has been nearly a month. Why is this taking so long!

Any comments Welcome from the public and expected from Microsoft. In fact any one else having this issue with other films then I encourage you to post the film title. I will make sure the info is passed on, as it may help me with my films.

 

Another update, I have just read the following from Xbox

Troubleshoot Xbox One Disc Errors

Some discs play, but others don't or get an error

If you're having a problem with a single disc but other discs are working fine, try these solutions.

Important for customers in North America and Europe As of 9/21/2016, if you are specifically having trouble with Ultra High Definition (UHD) Blu-ray discs with your Xbox One S console:

The Xbox One S fully complies with Ultra HD Blu-ray requirements; however, we are aware that a limited number of 4K Ultra HD Blu-ray movie discs manufactured earlier in 2016 may not play on the Xbox One S. This issue has since been
corrected, but if you are experiencing a problem playing a specific 4K Ultra HD Blu-ray movie disc, you can contact the customer service department of the title’s studio for support. Note that your console does not require repair or updates to resolve this
particular disc issue. If you need further assistance with this, please call us at 1-800-4-MY-XBOX (U.S. and Canada) or
contact Xbox support.

HOW CAN XBOX POST THIS ON THEIR SUPPORT PAGE. STATING I SHOULD CONTACT THE TITLE'S STUDIO. THIS IS OUTRAGEOUS. IF THE DISC PLAYS ON OTHER PLAYERS THEN XBOX NEEDS TO SORT IT OUT. HOW CAN THE TITLE'S STUDIO POSSIBLY HELP ME! ADDITIONALLY HOW CAN XBOX STATE
THE MACHINE DOES NOT NEED TO BE REPAIRED OR THE APP UPDATED TO FIX THIS LEAVES ME STUMPED AS TO HOW IT WILL MAGICALLY RESOLVE IT'S SELF. WARNER BROS WILL NOT BE RELEASING A DIFFERENT DISC TO FIX THIS, XBOX WHAT IS THIS?

THE XBOX ONE S IS A SYSTEM THAT ADVERTISES TO BE ABLE TO PLAY 4K BLU RAY DISCS, NOT ONLY SOME OF THEM!

 

Update

On Wed the 17th I had some hopeful news. I was contacted by management

Mark O'Conner

Xbox Management Team

I mailed back on the same day asking for any comments and thanking him for getting involved. Unfortunately it is now Tues the 23rd and no further information or a reply from Mark. I have today chased him up for confirmation of receipt of my mails and any
further info.

I can only wait with anticipation that somehow this issue will be fixed.

 

Update

There is none, one week later still no comments on the issue from Xbox management

 

Update

Another mail sent and even though a manager has stepped in I have had no communication from the support team since the 17th, over a week ago!

Since receiving the following from Xbox management team, I have sent 4 mails chasing up for more information. I have received NOTHING!

I'm one of the Account Manager stepping in towards your previous conversation to one of my associate. We would like to hear if you still wanted/need assistance about

your concern. Please response back within this email.
Looking forward to you.

[Mod Removed]

Xbox Management Team

What is going on Xbox, do you actually have a support team!

 

Still nothing from Xbox support! Boy they are rubbish!

Went back to 'Support Chat' spoke with Mark C. He stated that he would get and stayed involved. He commented on his team keeping me updated and the ticket was still open. I have stated that ten days have passed since a manager stepped in. I have replied
to him, chased three times with further mails and still no reply. THIS IS NOT KEEPING IN TOUCH!

The latest I was asked to try changing the power mode on my Xbox, complete a hard reset and try the discs again. This didn't work and the support guy said it had to be the drive. I mentioned my concern about the codec of the blu ray player app and it's ability
to play all 4k discs. That another support guy said I should wait until the off line team had checked the disc could play in other Xbox. I had to then ask the current support guy if this was being looked into or not. They stated it was still open and I should
wait for him to look into.

I have stated as I have done so throughout all of this since boxing day. I am not upset if you don't have an answer but talk to me. Tell me what's going on which they are epically failing to do.

I am very annoyed at having to chase up for any info, I remain hopeful they will at some point work and still looking forward to enjoying my Christmas presents!

 

Latest, I would like to say that Xbox support has got in touch with me to continue with the issue I raised on Boxing day! But no, no emails, no replies, just nothing!

So I again took it upon myself to chase up and look into.

I was waiting on the Xbox Offline support team to confirm, a Xbox One S could play any of the titles I was having issues with (i.e BvS, Westworld, Valerian....) as they had taken weeks with this check, with no reply or comment. I decided to see if any You
Tubers had any of the titles and could check on their Xbox One S. I contacted 4 different you tubers that showed they had one of my films in 4K and they had an Xbox One S to play it on. It took a couple of weeks but after a few comms I got a kind You Tuber
to check and confirm that Batman v Superman could still play on their system. Finally I have made some progress.

With this new info I could confirm that the app 'Blu Ray' Player on the Xbox had the correct code to play these blu rays I was having issues with. This left the possibility that my drive was 'Selective Reading' and would to be looked at for a repair.

Great I thought I have a repair order I can use that was set up back at the beginning of my comms with support. Unfortunately I checked and that repair order was now out of date. I therefore followed up with support, initiating a new Chat window a new person
in support and a very length chat on what had happened and what I believed needed to happen next. My request was to reset up a new repair order so that I could send in my system for investigation and repair. I spoke with John O. who, after a time, confirmed
he would cancel my last repair order and set up a new one. He further confirmed that he would email to confirm when done and follow up after that mail to check I had sent it off ok.

I waited a while then saw a mail come in from him confirming that a new order had been processed. I then went to the page I had previous gone to, to get the delivery label and see the status of the order.

https://support.microsoft.com/en-us/devices

I could see the old order, but no new order. I therefore waited a day and saw still no new order. I could now see that my old order had been updated as cancelled but nothing on the new order. That I was supposed to follow up on today. Because I had told
John that I would follow up on this straight away, I was concerned that maybe there had been an issue setting up the new order.

I then decided to reply to John's mail with a request to confirm the new repair order ref. This mail was sent yesterday and today no reply had been received. I therefore checked one final time before connecting to yet another 'Chat' window with support.

Another hour spent talking now with Aldrin C. I was told that it could take 24hrs for the new repair order to be set up and I should wait a little longer. I stated that I will now wait until tomorrow before I chase up with any further concerns. Further stating
that if I have a mail form John O stating it had been done that I thought I should be able to see it in the online system.

I have obviously lost all confidents in getting replies, or that support are doing anything they say they are doing. As through out the whole process I have been asked the strangest of questions from the support team. Especially when they have stated "I
have read all the notes and I'm up to speed on your issue"

1. So it states here that you have sent in your system, had it returned and there is still an issue with your system and want to send it in again - No my reply, I have not sent in this system but would now like to.

2. So all your discs don't work in your system - No I reply, as mentioned many many times before some discs work some don't

3. So have you confirmed the discs work in another player - Yes I reply, I have mentioned this many times throughout the process.

And so on, it seems the notes on my account must be only in part to have to go over so much each time I speak with someone in the support team. Talking about speaking with support contacts so far I have spoken with:

Joan D. - First contact, told I would get a mail from them to further the issue. But didn't get a mail for over a week in which time I had spoken to two other contacts

Jezz V. - I tried to further the issue chase up but nothing really came of this chat

Cerisse - Spoke with mentioned that Joan had not been in touch and I thinkthey chased him up as I got a mail pretty quickly after this chat

Mark O'Conner - mailed me in reply to one of my many mails back to Joan D. chasing him up for any information be it no update or good news. Had to send one marked as urgent as I was getting no replies. Mark O'Conner's mail stated that if I had any further
concerns I should reply to him via mail. I replied immediately asking for any news on the current situation and asking for a slightly more regular communication. Surprise, surprise no reply, NOTHING! I got a mail from management stating sorry and asking what
they could help with. I spent time updating him and sending additional mails showing the lack of response from his team. This did not help at all still nothing no updates no further mails.

Mark C. - Updated him by connecting to another Chat window. Stated my frustration and got the reassurance that he would champion this issue stay on top of it and keep me looped in on updates. Stating further that he would email
me a link to use for any reconnection to the chat window. Which I thought would connect to him directly, expecting this link would allow him to stay involved and support with my resolution. He finally wrapped up by stating he would have an update with in 12
to 24 hours. I got the link but no update and I then waited another week. Still nothing.

John O. - I told him that I had confirmed with a you tuber that he could play one of the discs I had issues with which meant we should proceed with the repair order. He stated he would cancel the last rep[air order and then set up a new one. After a lot
of back and forth. I was also informed he would email confirmation when this was done and that he would follow up on that mail with another on asking if I had been able to send the system. I have had the first mail but no reference numbers and when I check
online to see if the order has been set up I can not see it. I can see my last order cancelled stating the system was fixed so I decided to open another chat window to check.,

Aldrin C. - told me that the repair order had been set up and that I needed to wait 24hrs for it to come through. I stated my concerns about seeing the cancellation, seeing the old order stated the system was fixed (which it is not) and that possibly there
had been a problem setting up the new order. He asked me to wait the 24hrs. Even though I had a mail stating it was already done.

My concern at this point is I don't want the failings of the support team to delay this issue further. I can't tell you how much time I have wasted on this issue. If I was working at the moment I really would not have had the time to follow up on this as
much as I have had to.

So far, opened on the 31/12, it's now the 8th of Feb, over a month later. Still no outcome, at least 7 different support team members, over 19 diff mails sent. Many unanswered with no reply and the ones I had replies had no real impact on furthering the
issue. This whole ordeal has been very stressful.

Please if anyone from Xbox reviews this, please look into my case and ask the question who was supposed to fix this, who was supposed to keep me informed and why has it taken so, so long!

Happy to support with any investigation in the hope others don't have to go through this.

 

My Xbox one S cannot play all my UHD now. Once I inserted the disc, the screen stayed in black all the time. When I pressed button to exit the disc, the screen still remained black without going back to the main menu of Xbox. 1080P discs worked fine.