Re: [Under investigation] Audio dropouts on Dolby Digital/Atmos show on Fandango at Home after an update

Hello,

I am experiencing the same issue as detailed in this thread: Audio Dropouts on Dolby Digital/Atmos shows in the Fandango At Home after an update | Roku Community

It probably started about a month ago when we were watching Pacific Rim (we have watched it at least 4 times without any issue). Every 5 seconds or so the audio drops / skips, making the movie unwatchable. This was also experienced in other Dolby Atmos or Dolby Digital Plus movies: Wicked, Transformers 4, Ready Player One, etc.

My home theater setup has not changed in 2+ years and we did not have issues before. Streaming movies on other platforms (Movies Anywhere, Disney+, Bluray Player) with the same audio format and the issue does not occur. The issue for us is that some movies we purchased on Fandango are not in the Movies Anywhere library leading to a bit of frustration on our end as we can't watch them to their full potential.

As for troubleshooting, I have tried swapping HDMI cables, using another Roku Ultra Unit, restarting the Roku, and uninstall/reinstall the app. Changing the output signal to Stereo does fix the skipping issue but it defeats the purpose of a 5.1.4 home theater setup. 

Here are my hardware/software details for the Roku unit:

• Model: 4670X - Roku Ultra
• Serial number: YJ00GS213343 (KW998G213343)
• Software Version 14.6.4 - Build 9914-46
• GC Version 13.23.16
• Issue ID: 43-307-520

Fandango at Home App:

• Version 1.2 - Build 52

Other hardware:

• LG C3 77" with eArc
• Denon AVR-X3800H Receiver
• Roku is running on ethernet (not wifi)

Please let me know if any other information is needed. Just trying to provide as much as possible to help resolve the issue.