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ShawnDamon1982
Stadia Player
Stadia Player

Cyberpunk 2077 will not play at 4k - Contacted Support this was reply

Just to make it clear all my other stadia games play at 4k.  I contacted google support to see if I could get any help. Their response was a joke.  I will post part of the conversation but in my opinion in no way should they be telling us after we purchase a game if we can't stream it at 4k to contact the publisher.  The only reason any of us pays for Stadia Pro is to play the games at 4k. Support also stated their servers are fine and steaming at 4k.

Anyways this was a long chat but this is part of it:

 

Jared · 1:15 AM

So it seems that this is only apparent on Cyberpunk 2077. Let me check if we have any information regarding what's happening. Please give me 2 minutes.

Thank you for staying with me, we haven't received any reports regarding maintenance for Cyberpunk 2077. Normally our 4K streaming feature is available on games that allows this resolution. Since the issue is only happening on one game, I would suggest that you get in touch with the publisher to get further assistance.

Me: 1:16 AM

that makes no sense

why would the publisher authorize 4k stream that's stadia advertising 4k stream at Pro subscription

when you subscribe to stadia it says allow for 4k resolution

has nothing to do with publisher

 

Jared · 1:16 AM

We do have 4K streaming available for Cyberpunk 2077. If you're able to stream other games in 4K, it would be isolated with Cyberpunk 2077 only and the publisher has access to their servers regarding settings. As on our end, all our data centers are running without any problems even in streaming 4K.

Me 1:19 AM

you already know there is no way in hell i am getting in contact with cyberpunk 2077

so what you saying is don't subscribe to pro 4k cause it's a lie?

this is stadia issue.

Jared · 1:19 AM

I would recommend reaching out to DC Projeckt Red for more information and help regarding their game since they would have the tools as well as access to their servers. You can use the link below in reaching out to CD Projekt Red.

https://support.cdprojektred.com/en/cyberpunk/stadia

 

FYI the link leads to nothing but a generic help search and forum.  I was also told that a specialist would look into the issue and get back to me in 48 hours.  I didn't receive any email with a ticket number or anything so in 48 hours let you all know if I got an  answer. 

8 Kudos
54 Replies
Grovelhog
Founder
Founder

What are you playing on, what is your set up (hardware), what are you doing to try and activate 4k in the game, how do you know it's not happening (error messages, missing options, etc.), have you successfully streamed 4k using a different game on the same setup?

1 Kudo
Zofo
Founder
Founder

I have the exact same issue. On launch night it streamed at 4K on CCU.  Last 4 days it says reopen game for 4K error. Of note is Stadia is running version 1.02. Game looks really washed out with no 4K. Text on screen seems grainy. All other games which support 4K on stadia run in 4K. Thinking it’s developer throttling the streams?

2 Kudos
chu
Stadia Player
Stadia Player

I had the exact same experience with Stadia support 4 days ago. It was pretty much copy and paste what they said to you actually.

May I ask where you're located? From information I've gathered from the community, it seems this is a huge problem in Southern Ontario, Canada. However people have also reported experiencing this issue in Colorado and Utah in the US.

I live in Canada, and I can confirm from my own personal testing that using a VPN to give me a New York IP will allow me to get 4k on Cyberpunk. This all but confirms to me that it is a localized issue in certain regions, and Stadia has said absolutely nothing about it.

That fact that this has been going on for days already without a word from Stadia is absolutely appalling. Not only do they need to say something, they also need to compensate the people who were affected. There are a lot of people who only got Stadia to and Pro to play Cyberpunk 2077, and we have now essentially lost days of value on our pro subscription because this issue. 

3 Kudos
Zofo
Founder
Founder

Yes Canada here as well. Hope to get a rebate on my Pro Sub.  Probably not though. Ridiculous in my opinion. Been here from the start. Disappointing. 

2 Kudos
ShawnDamon1982
Stadia Player
Stadia Player

I am playing on a Chromecast Ultra with fibre optics connections there is no error just keeps saying reopen game to play at 4k if i load destiny 2, borderlands 3, Hitman 2 they all run 4k no problem just this one game..  As stated all my games run at 4k except Cyberpunk 2077.  I believe stadia is capping Canada at 1080p because the servers can't handle it but they won't admit it.

 

FYI i am playing in southern Canada.

3 Kudos
Zofo
Founder
Founder

Agree. I pay the same for my subscription as everyone else and deserve the same benefits. 

0 Kudos
Whito
Stadia Player
Stadia Player

  • Activate HDR
  • Deactivate HDR
0 Kudos
ShawnDamon1982
Stadia Player
Stadia Player

I've already tried Activate HDR and Deactivate HDR.  It makes no difference. Reading Reddit/Github and Stadia Forums more people are having this issue.  

The issue is just this game only.

I honestly think it won't activate 4k because the server capacity in my region is at full capacity and Stadia service reps are putting the blame on the publisher. 

Also even if it is the publisher issue.  Stadia should be messaging the Publisher and dealing with the issue not have their customers that pay a monthly fee contact the publisher. Again Stadia being absolutely lazy to resolve the issue. 

Stadia PRO is a monthly subscription advertise to play games at 4k.  I should not have to contact the publisher on this matter.

4 Kudos
Zofo
Founder
Founder

Tried changing settings multiple times including HDR and does not work. 

1 Kudo
Zofo
Founder
Founder

Even with 1.04 same issue. Restart game for 4K. Epic fail stadia.  

1 Kudo
Whito
Stadia Player
Stadia Player

  • Reset your router
  • Wait 
0 Kudos
Zofo
Founder
Founder

Done multiple times. Every other game that is 4K works in 4K. Not a connection issue on my end. Stadia still refuses to respond on Twitter

3 Kudos
Whito
Stadia Player
Stadia Player

I had that problem at launch, and it only worked 4k with hdr enabled.

If after activating / deactivating hdr, closing / opening stadia and restarting the router you still have the problem.

There is nothing you can do, it is not in your hands ... it will solve itself. You can complain what you want, they will never tell you what the problem is. In any case they will tell you that it is your fault, maybe your ISP ... if that's your ISP, it's always the ISP.

 

So just wait fix himself

0 Kudos
Zofo
Founder
Founder

I don’t pay for “it will fix itself eventually”

4 Kudos
ShawnDamon1982
Stadia Player
Stadia Player

It's not a router issue or ISP. I get that they will use any excuse to not take the blame. Considering all other games play 4k smooth stadia just needs to be honest tell paying pro subscribers they capped certain areas at 1080p cause they oversold what the server can handle in that area. It's proven cap when people are using VPN to get around their area cap of 1080p.

2 Kudos
Zofo
Founder
Founder

Best part is no reply from “Stadia”.  When I get my “free” premiere edition I’m done.   Put it on the wall of shame. What could have been.  Definitely leaning to GFN. 

2 Kudos
Whito
Stadia Player
Stadia Player

Ikr missing the part of ...

  • We are working on this
  • We apologize for this
  • This may not work for

But I mean it's Google, they never spoke to the public, they just make AI algorithms.

All this is new for them

Well I've been here since day one and it will eventually work out, just be patient.

If you ever play an MMORPG you know perfectly well that the ISP will be blamed.

2 Kudos
chu
Stadia Player
Stadia Player

I think it's also important to note that 1440p doesn't working either! Despite not getting 4k "Reopen game" message It just says 4k is unsupported by device, which is normal for a 1440p stream. But if you actually check the resolution of the stream with an extension like Stadia Enhanced or Stadia+, you will see the stream is actually only running at 1080p. This situation is actually even worse because there is absolutely no indication to the user that they are not getting their 1440p quality stream. This is pretty deceitful, since there are probably a lot of people using 1440p displays that don't know they aren't receiving the quality that they are paying for.

1 Kudo
thisbrownman
Stadia Player
Stadia Player

All Stadia/Google has to do is acknowledge the issue. The fact that they've been silent the whole time, while bragging how amazing Stadia runs Cyberpunk 2077 is infuriating.

I'm about to go full Ken/Karen mode and ask for a supervisor lol.

I'm at the point of just rebuying the game on GOG, and turning away from Stadia forever.

1 Kudo
ShawnDamon1982
Stadia Player
Stadia Player

 

Here's some more parts of my conversation with Stadia Support help.  Still waiting on that response in 48 hours he assured me I would get a response from a Specialist (not sure what that means might be someone that graduated high school).  He also never gave me a ticket number for the case.  I am gonna have to say whoever runs Stadia Support Chat should be happy they making sure Stadia Fails.  The problem still persist as of now I still can't run the game at 4k. It does not matter cause I own a pc copy of the game.  The fact that Stadia won't give an answer or any help in this problem I would suggest  anyone having this issue do not renew your subscription. 

Jared · 1:25 AM

I'm sorry but we all have the same tools and resource as information to help out. Our tools are limited to Stadia concerns and I can't guarantee that in speaking to someone else can further help you.

Me 1:27am

i need a real answer not it's publisher problem bye

I am a pro subscriber and i should be getting 4k on all games i purchase

so yes put me on to someone that will give me a answer

i am not taking it's a publisher problem so go away and email them attitude

i know 100% it'\s stadia issue nothing else

 

Jared · 1:28 AM

It's not a Stadia issue, it's a Cyberpunk 2077 issue. We recommend reaching out to Cyberpunk 2077 regarding this since the problem is apparent even on other platforms.

Me: 1:30am

no it's not

i own it on PC plays fine at 4k on my 2080 rtx card

so don't tellme that

this is stadia issue and needs be resloved.

Why would anyone subscribe to PRO if 4k issue's isn't stadia issue?

 

Jared · 1:30 AM

If you want I can still have this looked at by our senior specialists. However I can't guarantee that a fix will be provided for this.

Me 1:30am

yes give me a real answer

It says Stadia PRO subscriber gets 4k play

Jared · 1:31 AM

Your case would be looked at within 24 to 48 hours. After which we will follow up on this with your through email.

Jump 15 mins into conversation:

Jared 1:46am

I'm really persistent when it comes to following up on my cases. You should expect a response within 24 to 48 hours.

 

 

 

1 Kudo
ShawnDamon1982
Stadia Player
Stadia Player

This was the reply from the specialist I waited 48 hours for this LoL It's official Stadia Support Chat is run by an idiot.  He couldn't even get the Publisher correct name :see_no_evil_monkey: . So there you go guys a unedited email by the Specialist:

 

Hello ,
Thanks for reaching out to the Google Stadia Customer Care Team.
My name is John, a senior specialist from the Stadia technical support team. I hope this email finds you well. I’m looking to follow up on your case.
I can see here that you are having issues running 4K on Cyberpunk 2077. Now I understand why you don't want to contact Ubisoft regarding this issue but pleas understand that this is no longer out of our scope of expertise.
Other games on your library streams 4K which proved that this is not a Stadia issue. Please contact Ubisoft for better assistance about this matter.
contact us again and reference this case number or reply to this email to reopen your case.
Have a new question? There are lots of ways to get back in touch with us below.

Thank you,
John
The Stadia Customer Care Team

2 Kudos
Zofo
Founder
Founder

Ubisoft?

1 Kudo
ShawnDamon1982
Stadia Player
Stadia Player

Yes Contact Ubisoft LOL.  WE all know Ubisoft is the secret publisher of Cyberpunk 2077.  Can't make this **bleep** up the specialist didn't even take time to spellcheck his response.   

1 Kudo
chu
Stadia Player
Stadia Player

Wow and I thought my reply from their supervisor was bad... This is extremely embarrassing for Stadia.
From my experiencing with talking with Stadia support, if you want to continue pressing them on the issue, I suggest you reply to the email you got from the "specialist". I've gotten answers back within at least 24 hours when replying to directly to the emails.

In case you're curious or want to compare our emails btw, i'll paste the reply from their supervisor that I got below.

 

Hello,

Thanks for reaching out to the Google Stadia Customer Care Team. My name is Jackie, one of the supervisors for Stadia - I'm handling your case for the time being.

I understand you're having issues playing Cyberpunk on 4k. We are still waiting for an update with the game publisher so right now we don't have a fix for you. We'll let you know as soon as there's an update.

Thank you,
Jackie
The Stadia Customer Care Team

 

1 Kudo
Whito
Stadia Player
Stadia Player

Well from what I see the specialist has no idea even that Stadia exists.

The supervisor says they know about the problem and are working with the editor. You just have to hope it works eventually.

 

Anyway, the Ubisoft thing is funny... send to CD Projekt.

Be patient guys.

1 Kudo
ShawnDamon1982
Stadia Player
Stadia Player

I would be patient if they weren't lying out of their ass or least communicating with the Stadia Pro subscribers.  If they were honest just said there is an issue we are aware of it and working with CD Projekt to resolve the issue they would have respect from the Community.

The fact that they choose to give everyone that request help on Stadia Support Chat a different answers means they either lack communication in the department or they are a complete bunch of idiots that just buying time by lying.

The Fact that you can use a VPN to play 4k means its obviously a area issue where one it's either the developers fault which i don't  understand why CD Projekt would have anything to do with the 4k Stream or the Stadia servers are so overloaded they can't handle everyone in the area playing at 4k so they capped the stream at 1080p.

What ever the reason if they communicated instead of creating a bunch of lies and misleading people and now no one knows the issue. 

There is no reason for numerous people to queue Stadia Support Chat and everyone receives a different answer it shows the lack of communication in their department and also makes them look really stupid.

An honest answer and forum post would of easily solve this by the Stadia Staff.  

1 Kudo
Whito
Stadia Player
Stadia Player

They have tried to be communicative (in their own way)

So they work hard and in silence.

They have to continue to see what communication format works for them.

As a new platform they are creating a new community and they will try until they find their formula.

Communities are never happy anyway.

They have also implemented many titles and functions and service in more countries, so stabilizing takes time.

Trust Stadia. Don't trust Borderlands 3

0 Kudos
ShawnDamon1982
Stadia Player
Stadia Player

Update:

I have sent 2 emails to CD Projekt now been 4 days they haven't replied. 

Stadia Support Chat still being useless:

Hello ,
Thanks for reaching out to the Google Stadia Customer Care Team.

My name is Fill, I'm one of the Senior Specialists here from the Stadia technical support team. I’m looking to follow up on your case and I do apologize for the information that my fellow colleague provided. Due to all the games are running fine for 4K resolution and this is only with Cyberpunk 2077. Please contact CD Projekt for better assistance about this matter. 

Have a new question? There are lots of ways to get back in touch with us below.

 

thank you,
Fill

0 Kudos
chu
Stadia Player
Stadia Player

Just tell them you did receive a reply from  CD Projekt. When I got a reply they told just me it was a Stadia issue and to contact Stadia support. It's literally the only way to get Stadia support to move on at all and maybe try resolving the issue.

1 Kudo