Right here we go. Full text of the hour and 30 mins wasted tonight.
Chat Reconnected at
Duration 86 minutes 49 seconds
Reena
Thanks for contacting Apple Support. My name is Reena. How can I help you?
Reena
Hi Mark, I hope you are doing well.
Reena
Please take a note of the Case ID for this chat:
*********. In case we get disconnected on this chat, please use the “Reconnect” option in the chat window or visit the below link to continue the case:
https://getsupport.apple.com/GetCaseDetails.action
Mark Armistead
Yes fine thanks. Was typing a reply to the previous person but was disconnected for idle after 30 seconds!
Mark Armistead
I'll break this down into a few sentences
Mark Armistead
In fact I'll break this down into one..
Reena
I’m so sorry to hear that your previous chat was disconnected. Please know that it was never our intention to disconnect from you.
Mark Armistead
Why has my purchase of 'The Great Wall' in 4K HDR been downgraded to standard HD non-HDR?
Reena
No worries, I’ll look further into this case to provide you the necessary information why the movie been downgraded to Standard HD from 4K HDR.
Reena
Could you please provide me your Apple ID email address?
Mark Armistead
it's *********. Yes I have a Apple TV 4K box
Mark Armistead
Watched the movie a couple of times in 4K HDR. Now it is showing HD and has been like this for the last week or so.
Reena
Thanks for the details. Kindly give me 5-7 minutes to look further into this for you.
Reena
Can you send me screenshot of it, Mark?
Mark Armistead
Sorry of what?
Reena
Screenshot of the movie showing that it’s no longer showing as 4K.
Mark Armistead
Just a second
Reena
Sure. Thanks.
Reena
Are you viewing it on your iPhone?
Mark Armistead
No. I can't send a screenshot off my Apple TV can I?
Reena
Thanks for that.
Mark Armistead
Any better
?
Reena
Thanks so much for that.
Reena
Just to be sure, are you using the same monitor/Apple TV?
Mark Armistead
I am using my TV for the Apple TV. It's a 4K TV, HDR compatible. Other movies show fine in 4K HDR. This used to show in 4K until last week, now only HD
Reena
Thanks for confirming.
Reena
Kindly give me few more minutes to check it out for you.
Mark Armistead
Thanks
Reena
I want to sort this out for you as well.
Reena
I’m still checking on it. Kindly give me 5-7 more minutes to check all of my resources here.
Mark Armistead
Just so that you know. This film was one of the Apple TV 4K launch titles.
Reena
Thanks for that additional information.
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Mark Armistead
Hello?
Reena
I’m still here, Mark.
Reena
Still checking this issue.
Mark Armistead
Oh ok, wasn't sure if i was disconnected again
Reena
Thanks for waiting, Mark.
Reena
Upon further review here, it appears that the movie is not yet available as 4K. Can it be that the one you’re referring to is a different movie?
Reena
Other than that, the movie’s 4K version might have been temporarily removed from iTunes by the content provider, to fix some content problem.
Reena
What we can suggest right now is to periodically check back, if the content provider makes the 4K available, you should have access to it.
Mark Armistead
erm, no. The Great Wall was in 4K HDR. As I said it was one of the launch titles. Well documented on several web site with the proof. I know it WAS in 4K as it was the first film we watched when we purchase the 4K ATV
Mark Armistead
What about the several other titles that now appear to be in HD after being in 4K?
Reena
You mean that there are also other movies you purchased that been back on HDR after being in 4K?
Mark Armistead
Yup
Mark Armistead
You may want to look at this list...
Mark Armistead
https://forums.macrumors.com/threads/movies-that-used-to-be-4k-now-are-hd.2076039/
Mark Armistead
So, I am not the only one having issues with movies flicking between 4K and HD
Reena
I understand how important it is for you to watch the movies on 4K since that you have the device and you purchased it that way.
Reena
We’re still working on the issue what happened to the movie you’ve purchased.
Mark Armistead
It's not "important" Just feel when you have paid for something it should be supplied as purchased. As I say, there's other titles which have since changed
Mark Armistead
So after one hour on chat it appears you have zero solutions?
Reena
Do you have other movies aside from the one you reported?
Reena
Upon investigation, it seems that the content provider change or modified the content that is why it’s showing in HD.
Mark Armistead
Yes. The first Transformers, The 3rd Star Trek, the new Pirates of the Caribbean . Alien Covenant has changed from 4K, to HD, back to 4k twice
Reena
Just to verify, where exactly in your Apple TV did you see that the movies does not show a 4k Logo, is it directly upon searching for the movies in iTunes Store?
Mark Armistead
Having purchase content from Apple as 4K I would expect that Apple would honour the purchase in 4K. It's like buying a car with 4 tyres and waking up in the morning to find Dunlop has taken one of the tyres off your car because they changed their minds?
Mark Armistead
It's on the Apple TV menu
Mark Armistead
I realise that searching the film via iTunes on any other device will only show what can be played locally
Reena
Where exactly on your Apple TV menu? Can you provide the specific tab where you’re seeing the movies? Are you trying to search for the movie directly from iTunes?
Mark Armistead
If I bring the movie up in Movies on the ATV it shows it as HD. If I also bring the movie up in Purchased, it shows HD
Mark Armistead
btw there's no specific menu for iTunes on ATV
Reena
Mark, I have here Ron, our Senior Specialist who would further assist you on this. Would that be alright?
Mark Armistead
Yes that would be great thank you
Reena
I’ll transfer you now.
Mark Armistead
Thank you Jasmin
Reena
Mark, before we transfer, I want you to know that we are aware of the issue and we’re currently working on it.
Reena
I’ll transfer you now.
Ron
Thanks for contacting iTunes. My name is Ron. Please give me a moment to look over your information.
Ron
Hello Mark, My name is Ron. I am a Senior Advisor within the iTunes Store Support team and your request has been escalated up to me.
Mark Armistead
Hi Ron
Ron
I understand that you have some movies that are switching from 4K to HD on your 4K Apple TV?
Mark Armistead
No problem switching. It appears the problem is films being downgraded from 4K to HD
Ron
I have head of this. It appears to be a known issue our engineers are working on. I don’t have any specific information but I can investigate further and provide you any information I find out via email. Can you tell me if the “4K” icon appears okay for other titles, but occurs with only specific titles?
Ron
heard* sorry about that typo.
Mark Armistead
Some other titles have changed. One instance has seen it go from 4k, to HD, then back to 4K
Ron
I see, that is good to hear some were corrected.
Ron
Can you tell me the titles that have had their “4K” logo disappear?
Ron
I can look into those further.
Mark Armistead
Alien Covenant, changed from 4K to HD then back again. The Great Wall, was 4K, now HD only. One of the Star Trek Movie now only HD. First Transformers, 2,3,4 in 4K. Latest Pirate of the Caribbean. Thats just off the top of my head
Ron
So The Great Wall, Start Trek, Transformers, and Pirate of the Caribbean do not have the 4K logo, while other titles, will show the log?
Ron
logo*?
Ron
Was it Pirates of the Caribbean: Salazar's Revenge?
Mark Armistead
Correct. But at some point they did
Ron
Is the transformers movie ransformers: The Last Knight?
Ron
Transformers: The Last Knight*?
Mark Armistead
No the first one
Mark Armistead
The Last Night is in 4K, currently
Ron
Thank you. I will check on those titles. Once I have more information, I will email you and let you know. What is a good email that I can reach you at?
Mark Armistead
Before you go you may want to read this forum post
https://forums.macrumors.com/threads/movies-that-used-to-be-4k-now-are-hd.2076039/
Ron
Thank you.
Mark Armistead
Just to show I am not the only person with the same problem. There's plenty of chatter about this on many forums
Ron
Hopefully I’ll have some answers for you soon.
Mark Armistead
My email is ************
Mark Armistead
Also, just as another thing. This chat system sucks terribly on Safari on iMac.
Ron
Thank you, I will be sure to use that one.
Mark Armistead
Window keeps loosing focus, looks to be setup for iPhone. Every time I type a comma the page scrolls down to the bottom on the page
Ron
Does it? I’m so sorry about that, I haven’t had a chance to use it myself yet on my iMac. I would recommend leaving some feedback about that on the Apple Feedback page.
Ron
Yeah, that does not sound like a good experience at all, I’m sorry about that.
Mark Armistead
It really is bad. I thought I was on an old Microsoft help page at first lol
Ron
lol, I’m sorry about that.
Ron
Please submit some feedback about that here:
Ron
https://www.apple.com/feedback/
Mark Armistead
Thanks Ron
Mark Armistead
Hope you get the problems sorted out
Ron
I think you can select iTunes which should take you to:
Ron
https://www.apple.com/feedback/itunesapp.html
Ron
No problem. I will be in contact with you soon, take care.
