MGO 4K download troubleshooting thread - AVS Forum | Home Theater Discussions And Reviews
Baselworld is only a few weeks away. Getting the latest news is easy, Click Here for info on how to join the Watchuseek.com newsletter list. Follow our team for updates featuring event coverage, new product unveilings, watch industry news & more!


Forum Jump: 
 783Likes
Reply
 
Thread Tools
post #1 of 2287 Old 06-26-2015, 05:01 PM - Thread Starter
Senior Member
 
Hazama's Avatar
 
Join Date: Aug 2003
Location: California
Posts: 357
Mentioned: 3 Post(s)
Tagged: 0 Thread(s)
Quoted: 145 Post(s)
Liked: 112
Exclamation MGO 4K download troubleshooting thread

Okay, let's solve this issue of MGO not recognizing the UHD Video Pack HDs once and for all. I've sent in two tickets to support already, and all they do is tell me that I need to make sure I have a 4k TV. Uhm... I'm rocking a UN65HU9000 with the SEK-3500U, which I state in every ticket I open. Anyone have any tips and tricks they can share?
Hazama is offline  
Sponsored Links
Advertisement
 
post #2 of 2287 Old 06-26-2015, 10:32 PM
AVS Special Member
 
ray0414's Avatar
 
Join Date: Feb 2011
Location: michigan
Posts: 9,596
Mentioned: 120 Post(s)
Tagged: 0 Thread(s)
Quoted: 6662 Post(s)
Liked: 4583
My original uhd pack works fine with mgo. Bought a backup uhd pack (for extra space for downloading) from bust buy for 50 bux the other day but this one says incompatible.
ray0414 is online now  
post #3 of 2287 Old 06-28-2015, 08:28 PM
Member
 
jjone174's Avatar
 
Join Date: Mar 2011
Posts: 41
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 9 Post(s)
Liked: 20
I am also having the problem of my UHD video pack not being recognized by MGO?

I just purchased a brand new video pack from best buy this week and it doesn't work. Also, I've borrowed my buddies, which has been hooked up to his UN60HU8550, and it also failed to allow me to download the UHD HDR movies.

They both give me the same message, "Compatible Samasung UHD Video Pack Needed."

I have checked MGO's help site and both of the UHD video packs I'm using are of the correct model # CY-SUC10SH1/ZA. Also, I have the video pack hooked into the USB 3.0 port on the back of my UN55JS8500.

Any insight into getting this issue resolved would be greatly appreciated. Thanks in advance!
jjone174 is offline  
post #4 of 2287 Old 06-30-2015, 03:26 AM
Member
 
rojames30's Avatar
 
Join Date: Oct 2004
Posts: 110
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 3 Post(s)
Liked: 15
Quote:
Originally Posted by jjone174 View Post
I am also having the problem of my UHD video pack not being recognized by MGO?

I just purchased a brand new video pack from best buy this week and it doesn't work. Also, I've borrowed my buddies, which has been hooked up to his UN60HU8550, and it also failed to allow me to download the UHD HDR movies.

They both give me the same message, "Compatible Samasung UHD Video Pack Needed."

I have checked MGO's help site and both of the UHD video packs I'm using are of the correct model # CY-SUC10SH1/ZA. Also, I have the video pack hooked into the USB 3.0 port on the back of my UN55JS8500.

Any insight into getting this issue resolved would be greatly appreciated. Thanks in advance!
I'm having the same problem with m 65js9500. i've called MGo and samsung neither have any solutions. i bought my uhd pack from hh gregg
rojames30 is offline  
post #5 of 2287 Old 06-30-2015, 08:28 AM
AVS Special Member
 
ray0414's Avatar
 
Join Date: Feb 2011
Location: michigan
Posts: 9,596
Mentioned: 120 Post(s)
Tagged: 0 Thread(s)
Quoted: 6662 Post(s)
Liked: 4583
I have 2, 1 works with mgo and 1 doesnt.


Maybe we can get samsung to exchange broken video packs for the new hdr pack
heepman likes this.
ray0414 is online now  
post #6 of 2287 Old 06-30-2015, 03:11 PM - Thread Starter
Senior Member
 
Hazama's Avatar
 
Join Date: Aug 2003
Location: California
Posts: 357
Mentioned: 3 Post(s)
Tagged: 0 Thread(s)
Quoted: 145 Post(s)
Liked: 112
I've gone back and forth with MGO and Samsung on this issue, and I've yet to find a reason or an answer as to what is going on.

All I can say is, here is a list of things that DO NOT work:

1) Unplugging the TV.
2) Resetting SmartHub.
3) Deactivating all devices in MGO and re activating the TV.
4) Sending support tickets to Samsung or MGO.
5) Shouting obscenities at various related or non-related parts and/or electronic equipment.
starbiker99 likes this.
Hazama is offline  
post #7 of 2287 Old 06-30-2015, 03:33 PM
AVS Special Member
 
ray0414's Avatar
 
Join Date: Feb 2011
Location: michigan
Posts: 9,596
Mentioned: 120 Post(s)
Tagged: 0 Thread(s)
Quoted: 6662 Post(s)
Liked: 4583
Quote:
Originally Posted by Hazama View Post
I've gone back and forth with MGO and Samsung on this issue, and I've yet to find a reason or an answer as to what is going on.

All I can say is, here is a list of things that DO NOT work:

1) Unplugging the TV.
2) Resetting SmartHub.
3) Deactivating all devices in MGO and re activating the TV.
4) Sending support tickets to Samsung or MGO.
5) Shouting obscenities at various related or non-related parts and/or electronic equipment.
Next stop might be a review on bbb.com. everyone needs to file complaints so this issue gets resolved.


I successfully downloaded KINGSMAN HDR last night. It looks incredible even tho these mgo movies are coming out darker than they should be. Hope you find a fix soon.
WERA689 likes this.
ray0414 is online now  
post #8 of 2287 Old 07-01-2015, 11:19 AM
Member
 
rojames30's Avatar
 
Join Date: Oct 2004
Posts: 110
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 3 Post(s)
Liked: 15
Quote:
Originally Posted by ray0414 View Post
Next stop might be a review on bbb.com. everyone needs to file complaints so this issue gets resolved.


I successfully downloaded KINGSMAN HDR last night. It looks incredible even tho these mgo movies are coming out darker than they should be. Hope you find a fix soon.
I exchange my UHD pack today. after doing so. same results. I too have submitted several tickets with Mgo and samsung
rojames30 is offline  
post #9 of 2287 Old 07-01-2015, 11:37 AM
AVS Special Member
 
sytech's Avatar
 
Join Date: Nov 2011
Posts: 2,630
Mentioned: 1 Post(s)
Tagged: 0 Thread(s)
Quoted: 1299 Post(s)
Liked: 954
Quote:
Originally Posted by ray0414 View Post
Next stop might be a review on bbb.com. everyone needs to file complaints so this issue gets resolved.


I successfully downloaded KINGSMAN HDR last night. It looks incredible even tho these mgo movies are coming out darker than they should be. Hope you find a fix soon.
How big was the Kingsman download? Exodus was about 100GB, right? That was a much longer movie though. Ray probably has the biggest collection of UHD HDR movies in private hands.
sytech is online now  
post #10 of 2287 Old 07-01-2015, 11:46 AM
AVS Special Member
 
ray0414's Avatar
 
Join Date: Feb 2011
Location: michigan
Posts: 9,596
Mentioned: 120 Post(s)
Tagged: 0 Thread(s)
Quoted: 6662 Post(s)
Liked: 4583
Quote:
Originally Posted by sytech View Post
How big was the Kingsman download? Exodus was about 100GB, right? That was a much longer movie though. Ray probably has the biggest collection of UHD HDR movies in private hands.


actually exodus is 150minutes while kingsman is 129, so only a 20 minute difference. both are around 100 gigs id have to hook the UHD pack up to my computer to get the exact file size.

TV; samsung 65JS9500(great deal from cleveland plasma) 4K HDR and lots of it!
MASTER LIST OF HDR CONTENT THREAD HERE, UPDATED OFTEN
ray0414 is online now  
post #11 of 2287 Old 07-01-2015, 12:00 PM
AVS Special Member
 
crn3371's Avatar
 
Join Date: Mar 2013
Posts: 1,178
Mentioned: 2 Post(s)
Tagged: 0 Thread(s)
Quoted: 182 Post(s)
Liked: 151
I just received my video pack from BB. Haven't plugged it into my JS8500 yet. Is the problem that the pack doesn't work at all, or is it that the pack plays the Samsung content fine, but won't play nice with MGO?
TheCrow1994 likes this.
crn3371 is offline  
post #12 of 2287 Old 07-01-2015, 12:03 PM
AVS Special Member
 
ray0414's Avatar
 
Join Date: Feb 2011
Location: michigan
Posts: 9,596
Mentioned: 120 Post(s)
Tagged: 0 Thread(s)
Quoted: 6662 Post(s)
Liked: 4583
Quote:
Originally Posted by crn3371 View Post
I just received my video pack from BB. Haven't plugged it into my JS8500 yet. Is the problem that the pack doesn't work at all, or is it that the pack plays the Samsung content fine, but won't play nice with MGO?
correct, the content plays, but wont sync with mgo.

TV; samsung 65JS9500(great deal from cleveland plasma) 4K HDR and lots of it!
MASTER LIST OF HDR CONTENT THREAD HERE, UPDATED OFTEN
ray0414 is online now  
post #13 of 2287 Old 07-01-2015, 03:51 PM
Member
 
rojames30's Avatar
 
Join Date: Oct 2004
Posts: 110
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 3 Post(s)
Liked: 15
Quote:
Originally Posted by ray0414 View Post
correct, the content plays, but wont sync with mgo.
i wonder if the firmware on js9500 need to be updated
rojames30 is offline  
post #14 of 2287 Old 07-01-2015, 07:26 PM - Thread Starter
Senior Member
 
Hazama's Avatar
 
Join Date: Aug 2003
Location: California
Posts: 357
Mentioned: 3 Post(s)
Tagged: 0 Thread(s)
Quoted: 145 Post(s)
Liked: 112
Quote:
Originally Posted by rojames30 View Post
i wonder if the firmware on js9500 need to be updated
Unfortunately this seems to be a universal problem, from 2015s and 2014s, with and without the Evolution kit. It seems to be fairly random, but there's about half of is on these forums with this issue, and that seems pretty widespread and disconcerting.
Hazama is offline  
post #15 of 2287 Old 07-01-2015, 07:34 PM
AVS Special Member
 
ray0414's Avatar
 
Join Date: Feb 2011
Location: michigan
Posts: 9,596
Mentioned: 120 Post(s)
Tagged: 0 Thread(s)
Quoted: 6662 Post(s)
Liked: 4583
Quote:
Originally Posted by Hazama View Post
Unfortunately this seems to be a universal problem, from 2015s and 2014s, with and without the Evolution kit. It seems to be fairly random, but there's about half of is on these forums with this issue, and that seems pretty widespread and disconcerting.

some people are now reporting that their MGO version has reverted from version 2.3 to 2.2, mine is still at 2.3 and fully functioning. i just downloaded my 4th HDR movie, and my video pack is now full because it also includes he preloaded content. i have 5G left on my drive.

what has MGO said when you contact them? I bought the best buy $50 video pack last week as an extra drive for downloading, and it doesnt work. so im not sure if i should hang onto it just in case or send it back.


i dont see how firmware from either MGO or samsung can be the issue because again, i have 1 pack that plays and 1 that doesnt, so my issue is suspected to be a faulty video pack.

TV; samsung 65JS9500(great deal from cleveland plasma) 4K HDR and lots of it!
MASTER LIST OF HDR CONTENT THREAD HERE, UPDATED OFTEN
ray0414 is online now  
post #16 of 2287 Old 07-01-2015, 08:42 PM
Member
 
rcheng's Avatar
 
Join Date: May 2000
Location: Belleville, IL
Posts: 114
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 17 Post(s)
Liked: 19
My two drives from Best Buy bought last week do not work with M-go. Someone got one from Amazon this week, and it worked. I ordered two from Amazon today, and will report back when I get them.
rcheng is offline  
post #17 of 2287 Old 07-01-2015, 09:26 PM
AVS Special Member
 
ray0414's Avatar
 
Join Date: Feb 2011
Location: michigan
Posts: 9,596
Mentioned: 120 Post(s)
Tagged: 0 Thread(s)
Quoted: 6662 Post(s)
Liked: 4583
just made a copy of one of my HDR movies "Kingsman", im gonna transfer the copy to my uhd pack that doesnt sync with MGO. Im going to go into the UHD pack and manually play the movie and we'll see if it "forces" the pack to sync up with MGO. its a slow process transering over a 90 Gig movie so ill report back in like 15 minutes.
Hazama and peterjoualee like this.

TV; samsung 65JS9500(great deal from cleveland plasma) 4K HDR and lots of it!
MASTER LIST OF HDR CONTENT THREAD HERE, UPDATED OFTEN
ray0414 is online now  
post #18 of 2287 Old 07-01-2015, 10:28 PM
AVS Special Member
 
ray0414's Avatar
 
Join Date: Feb 2011
Location: michigan
Posts: 9,596
Mentioned: 120 Post(s)
Tagged: 0 Thread(s)
Quoted: 6662 Post(s)
Liked: 4583
Quote:
Originally Posted by ray0414 View Post
just made a copy of one of my HDR movies "Kingsman", im gonna transfer the copy to my uhd pack that doesnt sync with MGO. Im going to go into the UHD pack and manually play the movie and we'll see if it "forces" the pack to sync up with MGO. its a slow process transering over a 90 Gig movie so ill report back in like 15 minutes.

ok just finished up. I transfered "kingsman HDR" to my "broken video pack". Plugged video pack back into tv, Kingsman is right on the main download page. i go to it and click on it, the MGO loading page pops up, looks like it is going to play, and then i get a transaction error page. not sure if its because it wasnt purchased on this video pack or not. also, I checked MGO to see if my video pack is now recognized and nope it is not. I have an error code though so ill ask mgo what this code means.
Attached Thumbnails
Click image for larger version

Name:	20150702_012010.jpg
Views:	333
Size:	74.5 KB
ID:	808082  

TV; samsung 65JS9500(great deal from cleveland plasma) 4K HDR and lots of it!
MASTER LIST OF HDR CONTENT THREAD HERE, UPDATED OFTEN
ray0414 is online now  
post #19 of 2287 Old 07-02-2015, 08:53 AM
Member
 
Join Date: Jun 2015
Posts: 50
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 29 Post(s)
Liked: 1
Just out of curiosity, what is the name of the drive when you open it in my content? do the two names differ between the one that works and the one that doesn't? It seems like it has to be related to the firmware, security, or name of the drive. Something that M-go can read and would expect to see on the drive, but that differs between the drives
jjv127 is offline  
post #20 of 2287 Old 07-02-2015, 09:04 AM
AVS Special Member
 
crn3371's Avatar
 
Join Date: Mar 2013
Posts: 1,178
Mentioned: 2 Post(s)
Tagged: 0 Thread(s)
Quoted: 182 Post(s)
Liked: 151
Those of you that purchased at BB, will they take the drive back for the MGO issue?
crn3371 is offline  
post #21 of 2287 Old 07-02-2015, 09:39 AM
AVS Special Member
 
ray0414's Avatar
 
Join Date: Feb 2011
Location: michigan
Posts: 9,596
Mentioned: 120 Post(s)
Tagged: 0 Thread(s)
Quoted: 6662 Post(s)
Liked: 4583
Quote:
Originally Posted by jjv127 View Post
Just out of curiosity, what is the name of the drive when you open it in my content? do the two names differ between the one that works and the one that doesn't? It seems like it has to be related to the firmware, security, or name of the drive. Something that M-go can read and would expect to see on the drive, but that differs between the drives

Ill do this later. I also noticed different numbers on the back too.
ray0414 is online now  
post #22 of 2287 Old 07-02-2015, 01:43 PM
Member
 
drusoicy's Avatar
 
Join Date: Jan 2005
Posts: 37
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 28 Post(s)
Liked: 18
How do you even attempt to download in the first place? I bought Life of Pi yesterday, and it seems I am able to stream it, but I don't see anything that instructs it to download to the UHD pack.

Samsung 78" JS9500 4K
Panasonic 65" VT25
Vizio P-Series 70-inch 4K
Onkyo TX-NR3030 Dolby Atmos audio
I run GearLive.com, and host Bleeding Edge TV
drusoicy is offline  
post #23 of 2287 Old 07-02-2015, 02:08 PM
Member
 
heepman's Avatar
 
Join Date: Jul 2014
Posts: 27
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 18 Post(s)
Liked: 10
Quote:
Originally Posted by drusoicy View Post
How do you even attempt to download in the first place? I bought Life of Pi yesterday, and it seems I am able to stream it, but I don't see anything that instructs it to download to the UHD pack.
Did you buy the UHD version or did you rent the HD version?
heepman is offline  
post #24 of 2287 Old 07-02-2015, 02:09 PM
Member
 
drusoicy's Avatar
 
Join Date: Jan 2005
Posts: 37
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 28 Post(s)
Liked: 18
Quote:
Originally Posted by heepman View Post
Did you buy the UHD version or did you rent the HD version?
I paid $21.99, and the art clearly showed UHD + HDR, so that better have been a purchase and not a rental!
heepman likes this.

Samsung 78" JS9500 4K
Panasonic 65" VT25
Vizio P-Series 70-inch 4K
Onkyo TX-NR3030 Dolby Atmos audio
I run GearLive.com, and host Bleeding Edge TV
drusoicy is offline  
post #25 of 2287 Old 07-02-2015, 02:18 PM
AVS Special Member
 
ray0414's Avatar
 
Join Date: Feb 2011
Location: michigan
Posts: 9,596
Mentioned: 120 Post(s)
Tagged: 0 Thread(s)
Quoted: 6662 Post(s)
Liked: 4583
Quote:
Originally Posted by drusoicy View Post
I paid $21.99, and the art clearly showed UHD + HDR, so that better have been a purchase and not a rental!

It should automatically start downloading. Itll say the download percent on the right side column just below where the "trailer" option is.
ray0414 is online now  
post #26 of 2287 Old 07-02-2015, 02:22 PM
Member
 
drusoicy's Avatar
 
Join Date: Jan 2005
Posts: 37
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 28 Post(s)
Liked: 18
Quote:
Originally Posted by ray0414 View Post
It should automatically start downloading. Itll say the download percent on the right side column just below where the "trailer" option is.
Definitely didn't do that. Let's me stream immediately, but no download indicator anywhere. Guess I need to contact MGo.

Samsung 78" JS9500 4K
Panasonic 65" VT25
Vizio P-Series 70-inch 4K
Onkyo TX-NR3030 Dolby Atmos audio
I run GearLive.com, and host Bleeding Edge TV
drusoicy is offline  
post #27 of 2287 Old 07-02-2015, 02:24 PM
Member
 
Join Date: Jun 2015
Posts: 39
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 17 Post(s)
Liked: 3
Quote:
Originally Posted by ray0414 View Post
ok just finished up. I transfered "kingsman HDR" to my "broken video pack". Plugged video pack back into tv, Kingsman is right on the main download page. i go to it and click on it, the MGO loading page pops up, looks like it is going to play, and then i get a transaction error page. not sure if its because it wasnt purchased on this video pack or not. also, I checked MGO to see if my video pack is now recognized and nope it is not. I have an error code though so ill ask mgo what this code means.
There's likely a license file you may need to transfer over as well? See any other files?
peterjoualee is offline  
post #28 of 2287 Old 07-02-2015, 03:12 PM
AVS Special Member
 
ray0414's Avatar
 
Join Date: Feb 2011
Location: michigan
Posts: 9,596
Mentioned: 120 Post(s)
Tagged: 0 Thread(s)
Quoted: 6662 Post(s)
Liked: 4583
Quote:
Originally Posted by drusoicy View Post
Definitely didn't do that. Let's me stream immediately, but no download indicator anywhere. Guess I need to contact MGo.

The hd streams are always available. But if u watch the hd stream, the uhd download will pause, a pop up will let you know this.
ray0414 is online now  
post #29 of 2287 Old 07-02-2015, 07:36 PM - Thread Starter
Senior Member
 
Hazama's Avatar
 
Join Date: Aug 2003
Location: California
Posts: 357
Mentioned: 3 Post(s)
Tagged: 0 Thread(s)
Quoted: 145 Post(s)
Liked: 112
I know I'm probably getting my hopes up, but I think I'm finally making some headway with MGO. No solution as of yet, but they no longer claim that I'm an isolated issue and it's all my fault, due to user error. I'm awaiting one more reply from their support, but hopefully they can patch and/or fix this so that we can all get back to non-streamed 4K awesomeness.
TheCrow1994 likes this.
Hazama is offline  
post #30 of 2287 Old 07-03-2015, 10:50 AM
Member
 
drusoicy's Avatar
 
Join Date: Jan 2005
Posts: 37
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 28 Post(s)
Liked: 18
Quote:
Originally Posted by ray0414 View Post
The hd streams are always available. But if u watch the hd stream, the uhd download will pause, a pop up will let you know this.
I've been able to start the stream and watch for 10-15 minutes multiple times without interruption or mention of downloading. When I pause, it's HD quality always despite my 100/100 fiber connection.
mpgxsvcd likes this.

Samsung 78" JS9500 4K
Panasonic 65" VT25
Vizio P-Series 70-inch 4K
Onkyo TX-NR3030 Dolby Atmos audio
I run GearLive.com, and host Bleeding Edge TV
drusoicy is offline  
Sponsored Links
Advertisement
 
Reply LCD Flat Panel Displays
Gear in this thread

taboola here


Forum Jump: 

Posting Rules  
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off