MacBook Pro and using only External Display via USB-C - fullscreen video playback problem (black screen)

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Level 1

8 points

MacBook Pro and using only External Display via USB-C - fullscreen video playback problem (black screen)

There were problems in the past with full screen videos on external USB-C monitors support in macOS. It was better for a time, but after last macOS update there again something is… wonky.

Now, after I fire up a .mp4 video with subtitles in full screen - via Quick Time or iTunes - it does not play as it should.

I see video only for a brief time when some overlay (player controls or subtitles) are visible. When the controls or subtitles fade, the screen turns black. And it’s driving me nuts.

In the past in similar circumstances video gamma levels were changing. Few updates ago the problem was somewhat addressed, but never really fixed - there was still a little change in gamma levels. Now it is much worse than before.

I can’t watch fullscreen videos at all.

Strange thing is, the problem with video playback on external usb-c display (I use Asus MX27UC 4K screen) occurs *only* when I work with my laptop (MacBook Pro 2017) closed and the USB-C screen is the only one in use.

When laptop is open, then fullscreen video playback works okay. The moment I close the lid, the problems are back.

Anyone else have a similar problem or it is just me?

MacBook Pro 13", macOS 10.14

Posted on May 27, 2019 2:43 PM

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Answer 1

Jun 2, 2019 1:45 AM in response to pgkrzywy

I have the exact same issue on a Mac mini 2018 running Mojave 10.14.5 (which includes iTunes 12.9.5.5): when trying to play movies full screen in iTunes, the screen will go black - unless I keep the on-screen control bar in the bottom visible or move the mouse (which amounts to the same).

I had no problem on Mojave 10.14.4 - this is a bug that was introduced in 10.14.5.

See https://discussions.apple.com/thread/250382242

My Mac mini 2012, also on Mojave 10.14.5, does not have this problem.

There are several others with the same problem, where Mojave 10.14.5 and Mac mini 2018 are the common factors.

https://discussions.apple.com/thread/250376886

https://discussions.apple.com/thread/250379316

I tried contacting Apple Support. You can apparently not email them, but you can request them to call you via the support pages. That is what I did. I got an email from them confirming they got my support request (with ticket number).

I tried to get them to contact me three times, but they never called.

Now I get emails from them telling me "We tried to call you at the phone number you provided, but we couldn't reach you."

I did not get any call from Apple Support.

As a matter of fact, I have no missed calls on my phone whatsoever. Or voice mail for that matter.

I have been waiting for an Apple Support call since May the 26nd, the day I filed my first support request. Nobody called. And definitely not at the requested time. Three times in a row.

Have a look at the other threads about this issue: in 2 of them another member called ZumbaEric was able to contact Apple Support and get a confirmation that they are working on this:

"I just chatted with support and here's the latest update:

this issue is being investigated by our engineers. Their notes for this issue was to make sure and keep your Mac updated as the fix for this issue will come in an update, and the best work around for this issue at this time would be to watch the movies in non-full screen."

See:

https://discussions.apple.com/thread/250368946

https://discussions.apple.com/thread/250376886

Apparently ZumbaEric had more luck. But getting support from Apple should not involve luck.

Cheers

astrowout

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Answer 2

pgkrzywy Author

Level 1

8 points

May 27, 2019 3:31 PM in response to BDAqua

Nothing changed. I tested the other Mac, too. Before the update it worked, after the update to macOS 10.14.5 the problem is there too - so now I am positive, that the update is here at fault.

Is there a reliable way to give feedback to Apple engineers? I get that it is a niche problem, but it is so niche that I am afraid that the bug won’t be addressed in the foreseeable future...

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Answer 3

pgkrzywy Author

Level 1

8 points

May 27, 2019 3:05 PM in response to BDAqua

I use mirroring when I open MBP - then it works okay. Second I close the lid there is only one screen left - the external one - and it goes to ****.

(I have another MBP2017 at home. With the previous OS version playback works fine, I’ll check in few minutes if there will be the same problem after update there)

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