Resolution issues - X5-SS+TCL 98Q672

[DeJesus]

Hey all,

 

Just got the latest X5-SS box and connected it to my new TCL 98Q672 TV. This is plugged in directly into the TV with the supplied HDMI cable. My Onkyo receiver is eARC connected.  I have AppleTV also hardwired into the other HDMI port on the back of the TV.  Everything is connected via Ethernet (no WiFi). 

At boot up, I paired the BT-400 remote and continued with the necessary updates. All went ok as expected. But at boot up, I only get 720P resolution. Tried rebooting, unplugging and re-plugging, tried the 3 different HDMI ports on the TV and also tried another HDMI 2.1 cable for kicks but nothing seems to work. I took the same X5-SS box and connected it to my older Samsung HDTV 1080P and at boot up the resolution on the X5-SS box comes up as 1080P as expected. No issues. 

 

I connected the X5-SS back to the TCL and rebooted - no go...same 720P issue. I called BuzzTV tech support, and after multiple attempts was finally able to talk to an agent. Tried all these same steps again - no go. He finally walked me thru Erasing and Resetting the X5-SS. Did that as well - still no go. The tech support agent was stumped as well and said he'll escalate to advance tech support and someone will be call me within 24 hours. It's now been 5 days and no call. Left multiple msgs, vm, and also via Chat - no response.

Before I finally request an RMA to return the unit, wanted to see if anyone here can help troubleshoot this issue.

Any help would be much appreciated. 

-Mark

Edited February 25 by DeJesus

[Emporium]

I'm assuming you already went into the Settings->Display and Sound and changed resolution from automatic to 1080p (you can try both the different frequencies listed - 60Hz 59.94, etc.. ) ?

You have tried unplugging the HDMI cable from the APPLE TV, and plugging the Buzz to it (to rule out the specific HDMI port - since you know the appleTV works higher than 720p) ?

Don't think it will make a diff, but on the X5 SS, under settings->Display and Sound, go into more settings, and enable DLG.  Then reboot the box (actually pull the USB-C power cable and plug it back in).

I typically have mine connected to an old Sharp Aquos TV and I have connected it to a few different computer monitors (mostly HP and Dell) and have had no issues with that.  It's obviously not detecting the EDID of the TV or misinterpreting it.

As a test, ensure the TV is powered on, and switched to the input in question.  Then and only then plug the power into the box.  Reason for this test is because I have one older box, that when connected to one of my TVs, the TV is not powered up before the box, then the box actually boots up, but you don't see any video output.  Only way to recover that is to either reboot the box, or unplug and replug the HDMI cable (which is a pain considering it is all tucked behind the TV).

I would reach out to them again.  RMA may just yield the same issue and just a waste of time.  Keep in mind that the X5SS is one of the newest boxes, so it will certainly have a few glitches and combinations (which there are piles off) which they did not consider or specifically test.  This can most likely be fixed or patched in firmware if they can figure out why.

 

 

[DeJesus]

4 hours ago, Emporium said:

I'm assuming you already went into the Settings->Display and Sound and changed resolution from automatic to 1080p (you can try both the different frequencies listed - 60Hz 59.94, etc.. ) ?

You have tried unplugging the HDMI cable from the APPLE TV, and plugging the Buzz to it (to rule out the specific HDMI port - since you know the appleTV works higher than 720p) ?

Don't think it will make a diff, but on the X5 SS, under settings->Display and Sound, go into more settings, and enable DLG.  Then reboot the box (actually pull the USB-C power cable and plug it back in).

I typically have mine connected to an old Sharp Aquos TV and I have connected it to a few different computer monitors (mostly HP and Dell) and have had no issues with that.  It's obviously not detecting the EDID of the TV or misinterpreting it.

As a test, ensure the TV is powered on, and switched to the input in question.  Then and only then plug the power into the box.  Reason for this test is because I have one older box, that when connected to one of my TVs, the TV is not powered up before the box, then the box actually boots up, but you don't see any video output.  Only way to recover that is to either reboot the box, or unplug and replug the HDMI cable (which is a pain considering it is all tucked behind the TV).

I would reach out to them again.  RMA may just yield the same issue and just a waste of time.  Keep in mind that the X5SS is one of the newest boxes, so it will certainly have a few glitches and combinations (which there are piles off) which they did not consider or specifically test.  This can most likely be fixed or patched in firmware if they can figure out why.

 

 

Thanks much!

Yes I’ve got the resolution set to “Auto” … and it only give 4 other options - all at 720p but different Hz. 

Good suggestion on using the AppleTV HDMI cable … will give it a try tonite.  

Yes I did turn on DLG, but don’t think I’ve explicitly rebooted after that…. Will give it a shot as well. 

I have not tried plugging in the box while TV is on and in the input… will give that a try as well. 

Thanks again for the tips… will provide updates once I’ve tried out the recommendations. 

[Emporium]

For the box to not show anything other than 720 on that list, then I am pretty sure it is not picking up the EDID info from the TV itself, which is strange.  Or there is some strange timing issue.

Just as a test, another thing you can try is to plug the box into the other Samsung TV again which sees the 1080, then go to that menu again, and see if you can "force" a 1080 resolution (instead of automatic).  Once it is set, shut it down and bring it over to the TCL TV and see if the 1080 resolution holds.

 

PS: I assume you are using the power supply and usb-c cable that came with the X5SS and not some generic USB-C power supply you had lying around already ?

 

 

 

[DeJesus]

19 hours ago, DeJesus said:

Thanks much!

Yes I’ve got the resolution set to “Auto” … and it only give 4 other options - all at 720p but different Hz. 

Good suggestion on using the AppleTV HDMI cable … will give it a try tonite.  

Yes I did turn on DLG, but don’t think I’ve explicitly rebooted after that…. Will give it a shot as well. 

I have not tried plugging in the box while TV is on and in the input… will give that a try as well. 

Thanks again for the tips… will provide updates once I’ve tried out the recommendations. 

Quick update - still not working. X5-SS Box boots up only into 720p on a TCL 4K. 
 

@Emporium tried all your suggestions one after the other - nothing worked. 
 

Still nothing from BuzzTV… they apparently have escalated to Advance Tech Support - that was 5 days ago and still haven’t heard a peep. Pretty piss poor customer service. 
 

have given up and requested an A to send it back. Will try my luck with an older Android 11 X5 box (ideal choice) or Mag 544 (Linux) or 545 (Android)… not a fan of MAG UI at all but may have to get used to it. 

[DeJesus]

19 hours ago, Emporium said:

For the box to not show anything other than 720 on that list, then I am pretty sure it is not picking up the EDID info from the TV itself, which is strange.  Or there is some strange timing issue.

Just as a test, another thing you can try is to plug the box into the other Samsung TV again which sees the 1080, then go to that menu again, and see if you can "force" a 1080 resolution (instead of automatic).  Once it is set, shut it down and bring it over to the TCL TV and see if the 1080 resolution holds.

 

PS: I assume you are using the power supply and usb-c cable that came with the X5SS and not some generic USB-C power supply you had lying around already ?

 

 

 

Yep tried this - nogo. 
 

and yes using the original USB power and HDMI cables that came with it 

[dishuser]

mine worx fine on a 4k tv and a 1080 tv

set to auto

[Emporium]

This is surely VERY specific to this TCL TV.   I have not tried it on a 4K TV, but 1080 i have tried on multiple TVs and have no issues.

 

 

 

[dishuser]

TCL TVs are popular for their value and advanced features, but you may run into issues such as audio lag, wi-fi connectivity problems, or poor display quality. These are often simple fixes that can be managed without professional help.

 

sounds like you get what you paid for

[DeJesus]

3 hours ago, Emporium said:

This is surely VERY specific to this TCL TV.   I have not tried it on a 4K TV, but 1080 i have tried on multiple TVs and have no issues.

 

 

 

Maybe…. But then how come the box does the same 720p on my LG OLED?

I also have an older BuzzTV XRS-4500 and that boots right up in 4K on this TCL

so this makes me think that the issue is with this X5-SS box. 

and  BuzzTV tech support is nowhere to be found… won’t even respond, forget issuing an RMA  

oh well, may just stick with the XRS or will order MAG-555 or stick to Linux MAG-544

thanks again Emporium for all your suggestions. 

[nbs.]

My x5 ss works fine with lg oled

As far as customer support who did you email

Did you message allaboutbuzz?

Customer support is excellent 

[DeJesus]

15 minutes ago, nbs. said:

My x5 ss works fine with lg oled

As far as customer support who did you email

Did you message allaboutbuzz?

Customer support is excellent 

I had called 1 (866) 928-9988. Also emailed support@buzztv.com and cs@buzztv.com

didn't know about the other one you mentioned. Is it allaboutbuzz@buzztv.com?

[allaboutbuzz]

32 minutes ago, DeJesus said:

Maybe…. But then how come the box does the same 720p on my LG OLED?

I also have an older BuzzTV XRS-4500 and that boots right up in 4K on this TCL

so this makes me think that the issue is with this X5-SS box. 

and  BuzzTV tech support is nowhere to be found… won’t even respond, forget issuing an RMA  

oh well, may just stick with the XRS or will order MAG-555 or stick to Linux MAG-544

thanks again Emporium for all your suggestions. 

Someone has been going back and forth with you for awhile now on a support ticket. 

So I am not sure what you mean by our supports no where to be found?

[dishuser]

47 minutes ago, DeJesus said:

Maybe…. But then how come the box does the same 720p on my LG OLED?

 

that's a crappy comparison

you should research tcl and lg...lol

[DeJesus]

11 hours ago, allaboutbuzz said:

Someone has been going back and forth with you for awhile now on a support ticket. 

So I am not sure what you mean by our supports no where to be found?

1 email from support… finally. And that too asking to ship the unit back at my expense. I’ve asked for a prepaid shipping label to be sent. I don’t feel like I have to pay for return shipping on a product that is DOA. 

[DeJesus]

11 hours ago, dishuser said:

that's a crappy comparison

you should research tcl and lg...lol

Would help if you  read the statement again before replying.. LOL. 

No one is comparing TCL vs LG. The same X5-SS box boots up in 720p even on the 4K LG OLED that I have. So again it’s not that the issue is with TCL. 

[dishuser]

16 minutes ago, DeJesus said:

Would help if you  read the statement again before replying.. LOL. 

No one is comparing TCL vs LG. The same X5-SS box boots up in 720p even on the 4K LG OLED that I have. So again it’s not that the issue is with TCL. 

 I read what I replied to

apparently you didn't do any research before replying to me

[DeJesus]

1 hour ago, dishuser said:

 I read what I replied to

apparently you didn't do any research before replying to me

You clearly need some morning coffee or something stronger as you’re incoherent as

No worries … keep trying. Have a wonderful day

[dishuser]

7 minutes ago, DeJesus said:

You clearly need some morning coffee or something stronger as you’re incoherent as

No worries … keep trying. Have a wonderful day

tcl uses lg panels

don't be afraid of google

[nbs.]

2 hours ago, DeJesus said:

Would help if you  read the statement again before replying.. LOL. 

No one is comparing TCL vs LG. The same X5-SS box boots up in 720p even on the 4K LG OLED that I have. So again it’s not that the issue is with TCL. 

Your tv isn't recognizing the edid of HDMI 
 

Edited February 27 by nbs.
Spelling

[allaboutbuzz]

4 hours ago, DeJesus said:

1 email from support… finally. And that too asking to ship the unit back at my expense. I’ve asked for a prepaid shipping label to be sent. I don’t feel like I have to pay for return shipping on a product that is DOA. 

I don't understand why you're lying

But anyhow

We gave you a resolution yesterday 

Prepaid label to return + a full refund

So you can stop complaining on this thread. As you were taken care of and not even keeping the box

[DeJesus]

7 hours ago, allaboutbuzz said:

I don't understand why you're lying

But anyhow

We gave you a resolution yesterday 

Prepaid label to return + a full refund

So you can stop complaining on this thread. As you were taken care of and not even keeping the box

Lying? WTF??? 

Absolutely NOT. 

First ever response from BuzzTV came yesterday at 2/26@2:38pm in the afternoon…. That was after 2 emails on 2/24 and 2/25. (Not to count the NUMEROUS msgs left for advance tech support.) This was NOT a resolution email. This email asked me to send the box back with me paying return shipping. I replied back right away on 2/26 and asked that you guys either call me to troubleshoot and resolve or send me prepaid shipping label. Again no reply on 2/26. Then early this morning 2/27, I sent another email asking for an update. This was the first time I copied allaboutbuzz@buzztv.com (as someone suggested on this forum). Finally this afternoon 2/27, I get an email asking me to either wait for an update coming on Monday that may resolve the issue or If I didn’t want to wait then you would send me the prepaid label. So not yesterday -TODAY. Again keep in mind this was AFTER I already posted all the issues here. I replied back right away that I would prefer to just send back the X5-SS. I haven’t heard anything back nor have I received the prepaid label as of yet. 

so don’t tell me I’m lying. I have no f’ing reason to lie. again I have 4 of your boxes - two XPL-3000, XRS-4500 and XRS-4900. I’m a big fan and truly like these boxes… this was the reason I went for another X5-AX. You were out of that so sent me the upgraded X5-SS which I’m having issues with.

and BTW quick update - after all this trash, I ordered the X5-AX and MAG-555 as backup) from Amazon yesterday, just got it and guess what… it’s working PERFECTLY right out of the box!!! So turns out the issue is indeed with the X5-SS.

anyway I’m now fine and set with Android 11 and X5-AX box. Now I just hope that i get the prepaid label ASAP so I can send it back for a full refund.   

again big thanks to @Emporium for all his help and guidance … truly appreciate it. 

 

[dishuser]

do you realize every email that you sent to support allaboutbuzz read?

and no told you too email allaboutbuzz

On 2/26/2025 at 7:52 PM, nbs. said:

Did you message allaboutbuzz?

 

[DeJesus]

3 minutes ago, dishuser said:

do you realize every email that you sent to support allaboutbuzz read?

and no told you too email allaboutbuzz

 

I was just emailing cs@BuzzTV and support@buzztv that’s what was coming off their website. 
 

NBS informed me about allaboutbuzz… I had no idea  

[allaboutbuzz]

23 minutes ago, DeJesus said:

Lying? WTF??? 

Absolutely NOT. 

First ever response from BuzzTV came yesterday at 2/26@2:38pm in the afternoon…. That was after 2 emails on 2/24 and 2/25. (Not to count the NUMEROUS msgs left for advance tech support.) This was NOT a resolution email. This email asked me to send the box back with me paying return shipping. I replied back right away on 2/26 and asked that you guys either call me to troubleshoot and resolve or send me prepaid shipping label. Again no reply on 2/26. Then early this morning 2/27, I sent another email asking for an update. This was the first time I copied allaboutbuzz@buzztv.com (as someone suggested on this forum). Finally this afternoon 2/27, I get an email asking me to either wait for an update coming on Monday that may resolve the issue or If I didn’t want to wait then you would send me the prepaid label. So not yesterday -TODAY. Again keep in mind this was AFTER I already posted all the issues here. I replied back right away that I would prefer to just send back the X5-SS. I haven’t heard anything back nor have I received the prepaid label as of yet. 

so don’t tell me I’m lying. I have no f’ing reason to lie. again I have 4 of your boxes - two XPL-3000, XRS-4500 and XRS-4900. I’m a big fan and truly like these boxes… this was the reason I went for another X5-AX. You were out of that so sent me the upgraded X5-SS which I’m having issues with.

and BTW quick update - after all this trash, I ordered the X5-AX and MAG-555 as backup) from Amazon yesterday, just got it and guess what… it’s working PERFECTLY right out of the box!!! So turns out the issue is indeed with the X5-SS.

anyway I’m now fine and set with Android 11 and X5-AX box. Now I just hope that i get the prepaid label ASAP so I can send it back for a full refund.   

again big thanks to @Emporium for all his help and guidance … truly appreciate it. 

 

Im calling out the lies as you stated in a post we didn't respond to you at all. 

 

Our offices are also moving this week. So the warehouse is down. So please be patient on the return label. 

Its fine now though, everything is taken care.