Letterbox on HDR content in native apps

[jw19]

I recently bought a 65" S95F Samsung OLED tv.  I have the settings on AI.  Loving the HDR content.  Ever since the last firmware update, anytime I watch HDR in native apps Amazon Prime/Netflix, I have letterbox bars on the top and bottom.  Previously, the entire screen was filled.  I tried removing AI but it made no difference.  I also tried a soft reset by pressing the power button until the television restarted.  Any ideas if this is a firmware bug or how I can change this?

[Samsung_Moderator]

Hello jw19,

we are sorry to hear about the letterbox concern and would love to assist. To start, have you accessed the picture size setting and changed the aspect ratio? To achieve such change you will need to go to Settings> Picture> Picture size setting and change the ratio to the desired screen display. Please let me know if this helps. 

[jw19]

Hello,

No, this did not help solve the issue.  The picture settings are 16:9 standard and Fit to Screen is on.  I am using AI settings as well.  Again, this only happened after the latest firmware.

[Samsung_Moderator]

Thank you so much for verifying that information, jw19. We also would like to know if this screen concern is present on all the streaming/ video applications on the television or the specific few mentioned previously? 

[jw19]

Yes, it appears to be all of them.  

[Samsung_Moderator]

Hi, jw19, thank you for letting us know that this is still happening on all streaming/video applications on the TV. 

To review this further, would you please provide a photo or two showing what's happening?

[jw19]

 

You can see the black letterbox bars on the top and bottom of the screen.  You would think that the entire picture would fill the screen based on the settings.   

[Samsung_Moderator]

Yes jw19,

that's definitely the understanding for the full screen aspect ratio you're desiring to be applied. Due to you stating the adjustment of the settings has not corrected this concern. The next option would be to reset the smart hub of the television itself as an attempt to resolve this matter. You can access that option through Settings> All Settings> Support> Device Care> Reset Smart Hub. 

[jw19]

Reset the smart hub.  No changes.

[Samsung_Moderator]

Thank you for giving that a try and providing the update, jw19. Since the issue began occurring after the most recent firmware update, it is likely software-related, as you've previously mentioned.  However, as a final step, we recommend verifying that the screen aspect ratios for each individual application are configured as accurately as possible.

We appreciate you taking the time to share your feedback regarding this matter. We are actively collaborating with our product support teams, and your input helps ensure the issue is properly documented. This will also make your report more accessible should our product teams seek additional external insights regarding product performance.