Playback Issues - Audio/Video & Power

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
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Level 8

DD+/Dolby Atmos problems with Roku Ultra

I just recently purchased a Roku Ultra and having problems (losing audio completely) with Dolby Atmos with Prime Video playing Jack Ryan and DD+ issues in HBO NOW and Showtime. Initially audio works perfectly but, I lose audio if I instant replay, fast forward, or rewind video. If I restart the roku or cycle inputs on my soundbar I regain sound. Dolby Atmos works 100% fine with VUDU movies (Spiderman into the spiderverse, Wonder Woman, and Spiderman Homecoming) and DD+ works 100% fine with Netflix. I have the roku setup as follows: Roku Ultra to HDMI 1 on Samsung HW-K850 to HDMI 4 on Samsung KS8000 TV. UHD enabled on HDMI 4 port. Roku Settings with video set to auto (allows 4k 60Hz HDR) , sound out set to auto. I have tried to force DD+ or DD+/DTS in settings with no improvement. If I switch to DD/DTS output only I have zero audio problems. I tried roku online support and samsung support with no resolution. I have found if I switch video to output 1080P only I have no issues with DD+. The Soundbar is capable of 4k HDR pass through. i have purchased new High Speed Amazon basic HDMI cables with no improvement. I have searched the forums and noticed their might be DD+ issues with AVR's. If anyone has a similar setup and found a way to fix it I would appreciate your advice. Thanks in Advance. 
18 Replies
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Level 19

Re: DD+/Dolby Atmos problems with Roku Ultra

Thanks for the note here! A couple additional questions about the issue you're seeing: 

- Have you tried removing the Prime Video channel, restarting your Roku Ultra from Settings>System>System restart, then adding the channel back again afterward? Does this have any effect? 
- Do you see the same issue on all titles in the Prime Video channel? 
- To test, have you tried connecting your Roku to the TV, then routing the audio to your receiver/soundbar via HDMI ARC? Do you observe the same issue? 

Please feel free to PM me with your Roku account email address and device serial number from Settings>System>About and I'll take a closer look to see how else we can help. 

Thanks,
Tanner
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Level 8

Re: DD+/Dolby Atmos problems with Roku Ultra

I have tried deleting and re-adding channels. I factory reset the roku once and factory reset the soundbar. My TV only passes through DD 5.1 and DTS 5.1 so I can't check DD+ pass through. For some reason it doesn't like DD+ at 4k no matter what 4k settings are enabled. Like i said in the previous post if I switch it to 1080p I have no DD+ problems. It's like when I fast forward or rewind their is no buffering and it's not sending audio anymore, but video is fine. I have it connected to ethernet cable currently. I'm just trying to find out if their is like a known issue of DD+/Dolby Atmos not playing nice when passing through the soundbar first?
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Level 7

Re: DD+/Dolby Atmos problems with Roku Ultra

Any update to this issue? I have tried 2 different Roku devices with the same results. No Atmos, if I factory reset, I'll get it but after a while it's gone again
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Level 7

Re: DD+/Dolby Atmos problems with Roku Ultra

I'm having the same problem as the original poster. Sound is fine until fast-forwarding when display is set to 4k. No issues at all when set to 1080p. Cables are not the issue, as I've tried multiple HDMI 2.1 cables.

 

Roku Ultra (4660X)

Software version 9.2.0 (build 4750-46)

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Level 7

Re: DD+/Dolby Atmos problems with Roku Ultra

Same issue here. Any updates? Initially I thought this issue would get fixed with firmware updates. But I guess Roku doesn't wanna address the problem.
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Level 7

Re: DD+/Dolby Atmos problems with Roku Ultra

Same issue here. Hasn't gotten better.....
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Re: DD+/Dolby Atmos problems with Roku Ultra

I have experienced the same problem with the newly released HDR Roku. I have a LG TV and I think what you need to do is go into the picture settings for HDR and play around with what is being output. I noticed that when I downgraded the 4K content the atmos worked without being lost as soon as you used the fast forward to reimwind. Let me know by emailing me on [personal information removed] if this trick works? Sorry not sure if I'll be able to find this page again to see someone's reply. But I'm curious to see of this resolves the issue. Est of luck folks.

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Level 7

Re: DD+/Dolby Atmos problems with Roku Ultra

I am experiencing this issue but in my TCL 4k Roku tv and into my onkyo RZ720 AVR with a 5-1-1 speaker set up. i get no  atmos at all. I get dolby vision HDR or so the screen badge shows whenever i play that content. i can play DD+ in a 7.1 speaker configuration with THX Select and Dolby surround sound out of my 7.1. just in the dolby atmos streaming movies in 4k i have all speaker channels silent unless i select all channels stereo , mono or the theater 3.1 they each get audio but no atmos. in my 5.1.2 speaker config. i dont know if this is a roku issue or not. i can not get answers from anyone but amazon prime video. they offer suggestions for only the fire tv and prime, sent me here or to roku for prime video help. so far i have not gotten anything and this is the first ive seen with similar issues though it has been over 8months since i last checked. there are so few dolby atmos /HDR movies to pick from, i watched netflix last year for 4weeks and saw everything i wanted to so dropped it. i did get hdr and atmos there in the few netflix originals with that high def audio and vid. i m still seeking a fix and cant pin down the culprit or conflicting issues. by the way. i have all brand new sets of HDMI cabling with the highest specs for 3D, hdr, atmos and 18Gbps , the highest level and i got 2 or 3 sets over the past 5 or 6months in case i got duds or the specs had been rated higher than they actually provided. i used amazon and new egg and best buy for these 4k HDR Dolby vision capable cables . all provide the same end result . no Atmos. every thing else though. 

TCL ROKU 49" 4K TV. TCL 49S517 but bought june 2018 as advertised 2018model. first TCL brand tv
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Level 8

Re: DD+/Dolby Atmos problems with Roku Ultra

i have Roku Ultra hooked right up to samsung HW-K950 and it used to play atmos but no longer.

what  is the deal???
I swapped HDMI cables to no avail.

i am using VUDO with ATMOS titles (hellboy 2, spiderman homecoming, etc.) and it  is in 4k but no atmos.

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