Jumanji the next level movie

I had the same issue too, found that if you change the “Match Range and Frame” setting in the ATV to on it fixed the issue.

See: https://support.apple.com/en-au/HT208288

Also, interestingly, I noticed that the file format is HLS whereas other movies I’ve purchased are protected mpeg4.

We had the same problem with the same movie, but only on our newer (4K appleTV). We have an older gen appleTV downstairs and on that one, the movie is fine. The workaround we found for the 4K is Video & Audio Settings —> chroma —> select 4:2:2 (by default it’s 4:2:0). However, your 4K appleTV will check if you have the appropriate 4K HDMI cable. If you do, it works.

I’m almost certain one of the files in the Apple CDN is corrupt and has bad HDR data in it. I’ve played this file previous and it’s fine, now it’s not.

For anyone that runs into this issue the workaround is to ensure your Apple TV has HDR disabled and ensure the “Match Range” setting is disabled as well. This should cause the file to play in SDR and will play fine.

Apple,

there should be a better way to report issues such as this. This is not a hardware problem.

Same thing happening to me with just this specific movie, so I went into the Apple TV video settings and changed it from 4K HDR to 4k SDR and it played normally so you can actually see it that way. Annoying but at least I can watch it on the tv this way... 🤷🏼‍♀️

I have the same problem with this movie when I try to watch it on apple tv 4k (Apple Tv App), the strange thing is that when I try to watch it using the Movies Anywhere application on (Apple Tv 4K), the movie looks perfect.

I forgot to say in my earlier comment - I also tried airplaying it from my phone (which it plays normally on) but it still did the weird dark screen. The only thing that worked was switching it off 4K HDR in the Apple TV settings.

I have a similar issue. Content such as Jumanji & Downton Abbey would not play. During my anguish I tried to adjust everything however the HDR, Chroma etc settings did alter the colour to a slight degree. [Sony XBR55x800E + AppleTV 4K ...]

The solution to some of the issues was to force download a 1080m4v or mp4 file rather than the HLS video package. Not 100% but the best answer.

Once I had the 1080 video [iTunes Store] mp4/m4v... some titles would appear in a playlist but still not play until I rebooted everything, change settings and restart everything again. everything - router, hubs, switches, Mac, AppleTV, everything again and again. 4K purchased content still does not play via home sharing on the appleTV, or at least I can't get it to play unless I stream it.

To get the purchased content to play correctly (but not 4K using home sharing) I had to "remove download" and adjust settings.

In the TV app use "best available" and uncheck multichannel & HDR then download again. This allows most versions of AppleTV box to play content and use home sharing again.

You will not need to constantly change settings per movie on a movie basis, however the content will be now 1080 not 4K - but it works.

We had the same issue. We restarted the AppleTV and that fixed the problem.

The 'Match Frame and Rate' setting worked for me - Thank you!

Yes. Same exact issue. I tried turning off 4K HDR on Apple TV but it didn’t fix it.

Only thing that worked for me was playing it on my iPhone then air playing it to the TV.

Otherwise it’s unwatchable.

I’ve just had the exact same issue everyone here is describing.

I’ve got over 100 movies through iTunes and none of them have had this problem.

switching to 4K SDR has resolved the problem... but there obviously something wrong with the file.

There is nothing to recreate other than setup as per Apple’s suggestions, test the HDMI which comes back fine and press play.

When the 4K HDR version plays the picture becomes very dark and there is noticeable ghosting on the menu text.

The movie plays at the correct brightness when setting the AppleTV to 4K SDR.

See screenshots below,

4K HDR

4K SDR

I have the same problem too just bought it about 3 days ago and now just going to what it and I see the problem. I have a Apple TV 4K 64GB and I live on Guam, I also have a 4K Samsung TV. I have about 500 movies and Jumanji the next level is the only movie I see that had problems. I found the movie to work perfectly on the Prime Video app.

Hi Viper7259,

Thanks for reaching out in Apple Support Communities. I understand that the video quality on the movie you just purchased is very dark and doesn't seem correct based on viewing other purchased content on your Apple TV. I can see why you'd reach out about this; I'd like to help. I'd recommend testing the movie on a different device, if available, to determine if this is an issue with playback on the Apple TV or with the movie itself.

If you find the issue persists on multiple devices, reach out to Apple for additional assistance determining the expected playback quality: Get Support

Best Regards.