New Member
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3 Messages
Google Gemini Permanent HDR Issues
Last week I decided to upgrade to C71K (Gemini) from C61K (Genie) because the Genie was having issues with a new TV, and would only output at 720p. At first, I was impressed with the new Gemini...it was working well with my TV...until...I realized and found out that there is no way to disable HDR, even for SDR content.
I read that there have been some past software updates that allowed for it to be turned off. The only inconvenience was restarting the box after making the setting change. While not 'ideal" I would rather have that option than no option.
DIRECTV content now looks so dark...very disappointing. I'm tempted to see if a technician will come back out and downgrade back to Genie's and see why I couldn't get mine to work at 1080p/4K with my new TV.
DIRECTV customer service...please restore the ability to turn HDR off so content gets some brightness/pop back.
Juniper
ACE - Expert
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23.4K Messages
4 days ago
Upgrades are one-way. If you want to order a 4K Mini Genie Client (C61K), you would need to place a new order. This would be at the one-time lease cost of $99 as must be at least 24 months of active service (with account in good standing) before you get a free upgrade.
Since you've already had your 4K upgrade (C61K and then C71KW), they might just drop ship ($19.95) for swap instead of tech install ($99).
Hopefully the new owner of DirecTV will work on smoothing out things like this and that software updates and equipment direction gives more options back to the consumer, as opposed to AT&T's direction of one option to rule them all and you must like it approach.
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mccmw
New Member
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3 Messages
4 days ago
Thanks for the response/explanation. Definitely disappointing. I upgraded both C61Ks that I had...one was working fine (on an older TV). I hadn't disposed of it yet (DirecTV didn't want it returned). Maybe I would only need one replacement...since one was possibly defective and that is why I was having issues?
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DIRECTVhelp
Community Support
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255.7K Messages
4 days ago
Thanks for your input, @Juniper. Hey @mccmw. The Gemini device is set to output HDR for compatible TVs by default, enhancing contrast and color for supported content. We appreciate your feedback and will pass it along to our team for review.
We have a specialist available to discuss options for your Genie device. Sending you a DM now. Rizza, DIRECTV Community Team
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Juniper
ACE - Expert
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23.4K Messages
4 days ago
@mccmw
The C61K is the newest Mini Genie Client. It should still be returnable. To be careful with stock only those with a 4K TV can get it. Possibly the same with the Gemini.
If the Gemini was tech installed, they should have take the old box. If drop shipped, there should have been a label for direct return. There is a manual free return process. Keep copy of receipt showing they took possession.
https://www.directv.com/support/article/000093574
If nothing else, hold on to the box for a couple months to make sure you don't get a Non Return Fee (NRF) and that your bill doesn't go up $7 because they installed the Gemini as an additional instead of deactivating the 4K Mini Genie.
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mccmw
New Member
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3 Messages
3 days ago
Sorry...I wasn't clear. I've had (2) Genie 4Ks for a while now...circa 2017 I believe. One of them failed to work properly with a brand new 4K TV. After extensive troubleshooting, the DIRECTV agent felt it was defective. Knowing what I know now, the solution should've been to simply mail out a replacement Genie 4K to swap out. At least then I would've known whether it was the box, the TV, or simply a compatibility issue. Instead, I was offered a deal to "upgrade" (feels like a significant downgrade now) to the Gemini. The HDR issue with the Geminis is terrible...and there are lots of online complaints. Apparently, DIRECTV fixed it once but took the fix away for some reason. I wish they would bring it back. I'm told I can't return the Geminis without a $240 penalty. I still have the Genies though...I was told to dispose of them. I talked to a tech support rep yesterday who said that if they work, we could try 1) deactivating the Geminis, 2) re-activating the Genies and 3) If the Genie still does not work with the new TV have it replaced as defective. I'm leaning that route if there is no intent for DIRECTV to allow disabling HDR on Gemini (at least for SDR content...which is like all channels except two).
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