Solving playback issues

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RokuRiamie-D
Community Moderator
Community Moderator

Re: No surround sound from Paramount plus on Roku, again

Thank you for providing your Roku device details @acconstantinesc.

We really appreciate your cooperation. Rest assured, our Roku team will be aware of this.

We would also like to know a couple of details below:

  • Does this issue happen on the Paramount Plus stand-alone app or on Paramount Plus on The Roku Channel?
  • Is all content in this channel not working with Dolby Atmos or just some? If it's just some, which content is affected?

We look forward to your update.

Thanks,
The Roku Community Team

Riamie D.
Roku Community Moderator
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acconstantinesc
Binge Watcher

Re: No surround sound from Paramount plus on Roku, again

It's on the stand alone app. Any content I tried, Atmos or not, came in stereo.

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RokuRiamie-D
Community Moderator
Community Moderator

Re: No surround sound from Paramount plus on Roku, again

Hi @acconstantinesc,

Thank you for your response and for the clarification.

As you mentioned, your Roku device is connected to your Denon AVR. I suggest trying to plug the Roku device directly into your Smart TV HDMI port. After doing that, play the same content from the Paramount Plus channel to see if the issue persists.

We look forward to your update.

Thanks,
The Roku Community Team

Riamie D.
Roku Community Moderator
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acconstantinesc
Binge Watcher

Re: No surround sound from Paramount plus on Roku, again

That makes no sense. Why do you think eARC will make it better? BTW, I upgraded my AVR and I still get stereo sound from P+.

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RokuEmmanuel-D
Community Moderator
Community Moderator

Re: No surround sound from Paramount plus on Roku, again

Thanks for keeping us posted, @acconstantinesc!

Here's a workaround for you to try and let us know if this works for you.

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 details on this, please visit this support article: How to set up your Roku® streaming player for surround sound.

We hope this helps! Please get back to us if you need more assistance. 

Best,
The Roku Community Team

Emmanuel-D.
Roku Community Moderator
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acconstantinesc
Binge Watcher

Re: No surround sound from Paramount plus on Roku, again

I tried the custom audio set on Dolby Digital. Still getting only stereo. 

Just to be clear about it, P+ is the only app on Roku that gives me troubles with Dolby Vision and Atmos. All the other apps that I use give me the best video and audio supported for each specific show.

In the mean time, I called P+ customer service about it. They are completely clueless. I was told to give feedback on CBS website that is actually dedicated to feedback on shows. Makes no sense. That's why I'm  saying, if you don't push them to fix it, it won't happen. BTW, I don't get Atmos on Fire TV stick either from P+, but at least I get DD+.

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acconstantinesc
Binge Watcher

Re: No surround sound from Paramount plus on Roku, again

I just tried what you suggested, to plug Roku into the TV, and I got the same stereo sound and no Dolby Vision.

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RokuEmmanuel-D
Community Moderator
Community Moderator

Re: No surround sound from Paramount plus on Roku, again

Thanks for providing your information! @acconstantinesc!

We’ll now pass it along to the team for further investigation.

We appreciate your cooperation and understanding as we work to resolve this issue. We’ll keep you updated as soon as we have any progress or news.

Best,
The Roku Community Team

Emmanuel-D.
Roku Community Moderator
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StreamerUser
Roku Guru

Re: No surround sound from Paramount plus on Roku, again

@acconstantinesc 

P+ Dolby Vision & Dolby Atmos are working on all RokuOS models (including the 382x/480x/4850/Roku TVs with all current firmware versions/builds), including for Top Gun: Maverick and Gladiator II.

If you lost DV/DA/5.1 playback then most likely your subscription was downgraded to Paramount+ Essentials which has no 4K/HDR/Atmos/5.1 support (only HD and 2.0).

You MUST have a current Paramount+ w/Showtime subscription level in order to get 4K/HDR/Atmos/5.1 playback support.

Verify your subscription level in app:  Open P+/Settings/Account/Plan Name = Paramount+ with SHOWTIME  <- this is required for 4K/HDR/Atmos/5.1 playback

If you do have P+ w/Showtime and still arent getting 4K/HDR/Atmos/5.1:

1) Sign Out of the P+ app

2) Remove the P+ app

3) Restart the Roku  <-- Must do this step

4) Reinstall P+ app

5) Sign In to the P+ app

Otherwise, if you've done all that then contact P+ CS and ask them to verify your subscription level/reset your account - sometimes this is required for certain accounts, usually when the P+ sub is through a third party provider (e.g. Apple TV, Prime, etc) and/or the subscription level is changed/becomes a legacy type.

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steved
Binge Watcher

Re: Paramount + Dolby vision not working

@StreamerUser 

Dolby Atmos is not working on my Roku--all I get is stereo audio.  Atmos does work with other apps eg Max.  However, 4 K is working.

I tried the troubleshooting steps and they had no effect.  Customer service did try to reset the account but that also did not work. 

My issue has currently been escalated for further investigation.

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