Customer finally upgraded his DTV receiver to a 4k model

TV is OLED LG 4k (within the last 12 months)
AVR is Denon AVR-X3300
unsure model # of DTV receiver

symptom:
System plays 4k content fine. When he changes channel from a 4k channel to a standard 1080 channel, audio quits and cannot get audio back without shutting everything off and starting over.

I have not been on site to verify or look at settings. Won't be able to check it out for several days.

Seeing if anyone has experienced anything like this similar or has any thoughts. Settings in DTV? AVR? TV?

Denon firmware was updated late winter (Feb or Mar) when I installed it. Unsure of TV firmware

Welcome to 4K and HDMI.

It's such a pain in the ass right now. Have many customers experiencing some issues with this scenario. I personally have had no success with anything LG so that would be my first choice but who knows. More than likely it's an HDMI issue.

Sound like an EDID error. Does the sat box have a toslink audio out you can hook up and keep the audio and video signals seperate?

Update:

Tv firmware is up to date

Denon may not be but is recent

Denon tech support wants to know if changing the inputs on the receiver (and going back) resolves the problem

Customer indicated that sometimes audio and video goes out when transitioning from a 4K channel to 1080 channel.

It seems to play 4K fine but doesn't handle the transition

As recommended on another thread here recently, slap a HDMI 1x2 splitter between the DTV box and the AVR. Done and done, call it a day. Cheapest solution available.

Wait what? I missed that thread. So how does that solve the problem?

The splitter reclocks the hdmi signal from the cheapass DTV box. This solution solves almost any issue with audio/video from STB's.

The other thread related to Apple TV. Have you personally used a splitter in line with an Apple TV and solved such a problem?

Haven't ever needed to for AppleTV. Sorry, I thought that thread was discussing DTV as well.

There are some flaws in your post

1. Most splitters are not 4K hdr compliant. They don't use the newer hdmi 2.0a with hdcp 2.2 chips. Although that will soon change...but not currently

2. This doesn't smack of a clock stretching issue. It's not failing to resolve a 1080p pic. It's not failing a 4K pic. It's not failing when you go from 1080p to 4K. It is failing when you go from 4K to 1080

Maybe not so quick to post advice as an imperial solution?

This is a EDID issue, when he goes between 4K and 1080i the system is not properly resetting (like when you switch sources). This is why D/M tech asked about source change. To get a proper EDID reset you may need to interrupt the Hot Plug return voltage, we do have a device (HDM-VCT) that will do that for you. However to correctly employ this unit you will need a control system with an available relay.
The other option is to change to another HDMI port and then back to the STB.

Um... maybe you do some research before you post? There are plenty of 4K HDR splitters available on the market and shipping now.

As for using the splitter, in my experience, it fixes every issue I've ever seen with any STB and HDMI. Even when things don't seem to point to a clock stretching issue.

Either way, splitters should be something that is on the truck at all times so when these issues pop up, you can use it to at least test.

Sorry your advice still is questionable. You suggest that most splitters are 4K compliant but when I had to get one for a 4K system a few months ago I was shocked how many hdmi D/As are not 4K capable...in fact Ethereal units were not, and Many others were not. Maybe that has changed since March but I'll bet that many hdmi splitters (I prefer to call them D/As) most carry on their trucks may not be 4K compliant. 4K DAs are not inexpensive, usually 3x+ the cost.

And it is even questionable that this is even a clock stretching issue. Your post suggests that put in a splitter and "done". Imperical statements like this, when dealing with 4K hdmi edid issues, should not be taken as imperical.

We contribute on this board so that all benefit. I try not to present my opinions as fact.

Whatever dude. It's called a suggestion, you know, the things that are written on this forum daily. My post was then explained with real world experience.

What would you rather hear, drop DTV because their equipment sucks or don't do 4K because manufacturers can barely keep up with HDMI spec?

Just because Ethereal (which are great by the way) doesn't have a product available, does not equate to others not having them.

Good luck!

Oh, you didn't mention that you had experienced this problem with 4k DTV and this solved your problem. I'm sorry, I didn't pick up that you had experienced this exact issue and you used a 4k compliant splitter to solve it. My bad.

A few months ago, I contacted several suppliers and none had any that were 4k compliant. I would appreciate knowing which supplier you use for 4k compliant splitters. I ended up using AVPro, and it was expensive. Which spliiters do you use now?