Solving playback issues

[Thefreezingmoon]

Hi.

I just bought  a 3820x-streaming stick 4k and I can not get dolby atmos from amazon music nor apple music  -I have a paid suscription to both services-. My roku stick is connected directly to my Onkyo receiver  -it can play atmos, it works fine with a fire tv stick-.

I hace check the audio options on my roku stick and everything is set to auto -as i understand,  this sends the best possible audio output-.

Hope somebody can help me with this 

Thanks

[RokuEmmanuel-D]

Welcome, and thanks for posting here in the Roku Community, @Thefreezingmoon!

We see you're experiencing difficulties when trying to play Dolby Atmos audio on your Roku Streaming Stick. We're here to assist you in fixing this issue so you can enjoy your favorite streaming content with immersive sound as soon as possible. 

If you can only hear stereo audio:

• Press Home  on your Roku remote, scroll down to Settings and select Audio > Digital output format. Instead of "Auto," select "Custom," and choose the selection that matches the capabilities of your TV, AVR, or soundbar.
• Some channels may also require you to change the audio setting within the channel. For example, Netflix may require you to select "English (5.1)" under "Audio and Subtitles."
• If you are using volume modes, movies and TV shows you stream with a surround sound format such as Dolby Digital, DTS, Dolby Digital Plus, and Dolby ATMOS may be converted to stereo. If your Roku device is connected to an AVR or soundbar, you may need to set volume modes to 'Off' to hear the surround sound format.

For more information, refer to this support article: How to set up your Roku® streaming player for surround sound.

We hope this helps. Please let us know if you need more help. 

All the best,
Emman

[StreamerUser]

@Thefreezingmoon 

Keep in mind that in order to get access to Atmos-encoded content from Amazon music an Amazon Music Unlimited subscription is required.

However, even though the Streaming Stick 4K (3820) and every other RokuOS model/device released in the last decade or so is more than capable of passing through DD+/Atmos (EAC3/JOC) used by streaming services, neither Apple nor Amazon have enabled/configured their respective music apps to allow/use DD+/Atmos on the RokuOS platform.

This is almost entirely a non-technically-based decision due to the respective companies policies on bundling/including/limiting DD+/Atmos content access.

You'll need an Amazon FireTV device (e.g. FireTV Stick 4K Max Gen 2) to get access to HD/Spatial (e.g. Atmos) audio for Amazon Music (has to be manually enabled in the Amazon Music app's settings) and a recent WebOS (LG TV) or tvOS (e.g. Apple TV 4K) for access to Atmos on Apple Music.

Otherwise you can always contact Amazon/Apple and ask/insist/demand that they enable their respective RokuOS music apps to receive/stream DD+/Atmos encoded content, but dont expect a response, let alone a policy change.