Solving playback issues

[Sean6]

Hello all,

I have a Roku Ultra 4802RW, and am able to receive Dolby Atmos when watching Apple TV+ and Amazon Prime, but cannot receive when watching Netflix or Disney Plus. For Netflix / Disney+, I do not see Dolby Atmos in any of the descriptions (and have the Netflix Premium package), only 5.1. 

Here is the rest of the system:

• Sonos Arc / Era 300 (the Sonos app confirms Atmos for the other services)
• Samsung QN55Q6
• High-speed HDMI cables (Ultra certified)

I'm connecting the Roku through the Samsung OneConnect box, which has an ARC connection.

Other sound modes are turned off (e.g. dialog enhancement), and I have Roku audio set to passthrough (although I've tried it on and off).

Netflix customer service pointed me to Roku, and Roku customer service created a ticket and never responded.. I feel like my system set-up is correct, since Atmos is playing on multiple services, so I'm not sure what's wrong. Any ideas on how to resolve? 

[RokuERey]

Hi @Sean6,

Warm greetings from the Roku Community and thanks for the inquiry!

You can generally look at the details of a piece of content for an audio description such as "5.1", "Dolby Digital Plus 5.1", "Dolby Surround", or "Dolby Atmos". If the content does not specifically say it includes a surround sound format, then it likely does not.

Alternatively, if you come across any more content that incorporates Dolby Atmos, kindly respond to this post and we will investigate it further.

Thanks,
Rey

[Sean6]

Thanks for the response, Rey.

In the Netflix app, shows and movies that should be available in Dolby Atmos (per the Dolby.com website and other websites), like The Irishman, Ozark, Mank, Roma, etc.. all show 5.1. Not a single movie or show has the Atmos designation in Netflix. The same with Disney Plus - Get Back, The Little Mermaid, etc.. only show 5.1, even though the dolby and disney sites say it's available in Atmos. For some reason, those 2 apps on Roku do not recognize that my system is Atmos enabled. 

For Amazon Prime and Apple TV+, there are many shows that show the Atmos designation, and they play in Atmos properly.

[atc98092]

@Sean6 I have my Ultra 4800 connected to a Yamaha AVR and an LG Nano85 display. I don't use Netflix, but for Disney+ I tried two different titles. One was the latest Indiana Jones movie and the other was The Little Mermaid (animated version, not the new live one). Both displayed Atmos on my AVR and the display switched to Dolby Vision. I can't say why you're not getting Atmos on these services but it's working elsewhere. But the Ultra 480x models do support Atmos in both Netflix (I've used it in the past and seen Atmos) and Disney+. 

[Sean6]

Hi @RokuERey ,

Will you be able to look into this issue further? As stated, within Netflix, shows that should have the Atmos designation do not show this. I was to see the Atmos designation on shows when I connected my Roku output to my Denon 2800 receiver, but since I'm using Sonos (instead of speakers connected through the receiver), it downgrades the audio output. 

Somehow, the Netflix app when connected directly to the Roku does not know that my system is capable to produce Atmos sound.

Thanks,

Sean

[RokuERey]

Hey @Sean6,

Thanks for getting back to us and for not getting back to you sooner.

We'd be delighted to help you out, and please share with us the details below.

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).

Once we have this information, we'll be able to forward it to the appropriate Roku team.

Regards,
Rey

[Sean6]

Hi @RokuERey ,

Here's the info:

Model: 4802RW

Serial #: XX01000LHVM12

Device ID: S0DC237HVM12

Software version: 12.5.5, build 4174-C2

Tracker ID: 12-065-785

Thanks very much.

Sean

[RokuERey]

@Sean6,

Thank you for the extra details!

We'll take this from here, and we'll forward this over to the appropriate Roku team for further investigation.

Once we have an update available about this, we'll make sure to get back here and let you know.

Feel free to keep the Roku Community posted if you still need a hand.

All the best,

Rey

[Namarillo]

Hi,

I have a similar problem with my Roku 4801X,... ok I know it doesn’t have atmos but…

I have my Roku connected by HDMI to a TCL P735 and this with HDMI by eARC to a Bose Soundbar 700. Applications like Apple TV+ and HBOMax work well and the audio output verified on the bar is Dolby Digital 5.1, but channels like Disney + or Amazon Prime Video only gives PCM 2.0.

I've tried changing the Roku to a Samsung QN85A and a Bose Soundbar 900 and the result is the same, Dolby Digital 5.1 on Apple and HBOMax and PCM 2.0 on Disney and Prime Video. 

[atc98092 · Accepted solution]

@Namarillo The 4801 will passthrough Dolby Atmos if it's available. But your issue might be the content. Amazon has very little Atmos content, regardless of the player used. I get Atmos with no issue on my Ultra 4800 on Disney, but I am connected directly to my Yamaha AVR, not passing through the TV. 

You didn't mention if the Apple TV+ and MAX were using the TV's internal apps or from your Roku. If they were the TV apps, be aware that some TVs might not passthrough DD+ (which is what is used for online Atmos streaming) from an externally connected device, such as your Roku. I would expect a TV that supports eARC to not have that restriction, but one never knows. 

Also, some apps/channels on the Roku don't always stream 5.1 audio by default, instead sending only 2.0 stereo and the user has to select 5.1 audio while the content is streaming.