Solving playback issues

Find troubleshooting tips and resources for Roku playback speed issues, HDCP messages, power issues, and more. Join the community discussion for assistance.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
BryanAA99
Newbie

Paramount+ doesn’t play surround sound. Only stereo.

I recently got the 2024 Roku Ultra, but when I watch content on Paramount+, it only outputs stereo PCM. No 5.1 or Atmos. I can’t find a way to change this. Any solutions?

13 REPLIES 13
Chung50
Reel Rookie

Re: Paramount+ doesn’t play surround sound. Only stereo.

I got the same problem too. It was fine until yesterday. You found a solution yet?

renojim
Community Streaming Expert

Re: Paramount+ doesn’t play surround sound. Only stereo.

Are either of you using any of the Volume Modes (Leveling or Night)?

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee.
StreamerUser
Roku Guru

Re: Paramount+ doesn’t play surround sound. Only stereo.

@BryanAA99 @Chung50 

This is a server-side provisioning change/error impacting P+ on all RokuOS devices that precludes DD+ (Dolby Digital Plus) audio playback (5.1/Atmos; EAC3/EAC3_JOC) - DD (Dolby Digital) still works for limited content.

P+ CS has been made aware of the issue, however, more case reports = increased priority esclation & fixing.

Contact P+ CS and report the issue.

Chung50
Reel Rookie

Re: Paramount+ doesn’t play surround sound. Only stereo.

What is CS? I did contact Paramount Plu in regards to this issue, they told me Roku is having a firmware issue.  Is this accurate?

49rFaithful
Channel Surfer

Re: Paramount+ doesn’t play surround sound. Only stereo.

Same problem for me on my Roku Ultra 4802 (2022)! I've done everything but take apart all my sound equipment and everything hooked up to it, lol! Used to work fine until recently, about a week ago I noticed it's all stereo/pcm. Guess I'm not the only one! Sucks because Paramount Plus audio (Atmos, DD+) works fine on my Fire TV stick 4k. I rarely use that because Hulu and Peacock will not output Atmos on that one! Can't win with none of these things!

Chung50
Reel Rookie

Re: Paramount+ doesn’t play surround sound. Only stereo.

I was chatting with Roku support, and I was logged out and disconnected. No, you are not the only one. Paramount Plus claims it is the firmware issue with Roku. The customer support also said they do have a technical issue with Paramount Plus, I will try to chat with them again and get back to you.

Chung50
Reel Rookie

Re: Paramount+ doesn’t play surround sound. Only stereo.

No, just normal volume. I tried different modes, still didn't work 

Chung50
Reel Rookie

Re: Paramount+ doesn’t play surround sound. Only stereo.

So that means in order to get DD and Atmos for the time being. I need to buy a FireTV stick? What a pain. It was fine before 

StreamerUser
Roku Guru

Re: Paramount+ doesn’t play surround sound. Only stereo.

@Chung50 

CS = Customer Service/Support (if you click the text in that post it takes you to P+ CS).

Its not a firmware issue as the issue started 2 days ago irrespective of any specific firmware update and/or with any specific firmware version (it impacts all firmware versions/builds, including all builds of 14.0.4 and 14.1.4, etc).

Do not let P+ CS try and shift the blame to RokuOS - this was a server-side provisioning change for the RokuOS P+ app that disabled DD+ support (EAC3 & EAC3_JOC) but left DD (AC3) support intact (limited content).

If you get a FireTV device, I recommend the FS4KG2 (AFTKM) or FS4KMG2 (AFTKRT) - do NOT get the FS4KMG1 (AFTKA) as the 4K/HDR/Atmos provisioning is broken/incorrect and content does not properly play back (no DV only HDR10, some content missing 4K, some missing Atmos)

@49rFaithful 

The Hulu app does not support Atmos (on any OS/platform), just 5.1 (and only DD+ - no DD support).

Peacock links Atmos to 4K/HDR support/playback, so if the device isnt configured for 4K/HDR then you wont get Atmos playback.

The original FS4K's (Fire TV Stick 4K - model AFTMM released in 2018) Peacock app is NOT currently provisioned for 4K/HDR/Atmos (and hasnt been for 2 years now), so you'd need a newer model (see above).

 

Need Assistance?
Welcome to the Roku Community! Feel free to search our Community for answers or post your question to get help.

Become a Roku Streaming Expert!

Share your expertise, help fellow streamers, and unlock exclusive rewards as part of the Roku Community. Learn more.