Solving playback issues

[Davidzapr]

Hi everyone.  I have tried for months to get the Peacock app to output Atmos sound (for programs that have it,) to no avail.   Every other app that Atmos content is available on works fine, to include:  paramount plus, amazon prime, disney, fandango at home,  and netflix.  Only Peacock is being a putz.  The tv is hooked up yo avizio elevate sound system.  Any secret settings I'm missing?

David

[RokuEmmanuel-D · Accepted solution]

Thanks for posting here in the Roku Community, @Davidzapr!

We see that the Dolby Atmos audio for peacock content on your Roku is not working. We're here to help you restore it to elevate your streaming experience. 

Could you please provide us with the troubleshooting steps you have tried to resolve the issue at hand? If you haven't done any, try doing the steps below to see if that makes any difference.

1. Remove the channel: Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
2. Restart your Roku device: Go to Settings > System > Power > System restart > Restart Now.
3. Re-install the channel: After your Roku device restarts, visit the Roku Streaming Store and add the channel again.

Please let us know if this works for you. 

All the best,
Emman

[Davidzapr]

Hi.  I just tried this again 5min ago and no go.  I've done your method for other channels and it worked  so what's up here?  Please get back to me.  I'm considering buying a Roku stand alone streaming device to bypass this whole thing, but it's a shame that a top line new tv can't work correctly.

David

[RokuEmmanuel-D]

Thanks for the update, @Davidzapr!

We have observed that this particular app is the sole one experiencing issues, which suggests that the problem may lie with the app’s server. To resolve this matter effectively, we strongly recommend reaching out to Peacock's customer support team. They have the expertise and resources necessary to address any technical difficulties, manage the app’s functions, and ensure a smooth user experience.

We are hoping that everything will be sorted out for you soon. 

All the best,
Emman

[StreamerUser]

@Davidzapr

You didnt mention your Roku TV brand/model number or firmware version (Settings/System/About)

Try this Peacock app reinstall process instead:

1) Logout of Peacock:  Open Peacock/Select profile/Account/Sign out/Just this device  <-- crucial

2) Remove Peacock app:  Highlight app/Options (*)/Remove app

3) Restart TV:  Settings/System/Power/System Restart

4) Remove AC power:  Once it restarts (before RokuOS loads), remove AC power for 3 minutes.

5) Restore AC power/boot RokuOS

6) Reinstall Peacock, re-authenticate (login)

NOTE:  it is crucial to sign out of the Peacock app first before removing the Peacock app

If that doesnt work:

Peacock links Atmos to 4K/HDR support - if the Roku TV isnt displaying any of the 4K/HDR tagged content in 4K/HDR (e.g. no Dolby Vision or HDR popup badge at the beginning of playback), then you also wont get Atmos output.   If your TV isnt 4K or isnt otherwise displaying 4K/HDR (DV or HDR10) for Peacock content then you wont get Atmos output either.

Peacock does per-device (server-side) provisioning - I suspect that if your Roku TV (brand/model unknown, RokuOS version/build unknown) isn't displaying any 4K/HDR (DV or HDR10) then it isnt provisioned for 4K/HDR/Atmos:  You'll need to contact Peacock CS and inform/ask them to provision your specific model for 4K/HDR/Atmos (this was the case for the recently released Ultra 2024 model 4850).

[Davidzapr]

Hi!  Your right, no HDR or Vision popup.  I have a Roku Pro 4K 55" smart TV, software version: 14.0.4, build 12225.  The sound is a Vizio Elevate soundbar.  Thank loads!  I'll contact cs at peacock again.

David Crist

[Davidzapr]

Hi.  CS dug in and refused to listen to the issue.  They kept asking for the same thing over and over.  I just decided to cancel Peacock as I have at least five other apps that do work.  Thanks for all the help here.

David

[StreamerUser]

@Davidzapr 

There's always the option of using a different streaming platform/device (e.g. FireTV Stick 4K Max Gen 2 - currently $33) - which is useful (and highly recommended) otherwise for covering the gaps in RokuOS apps' higher AV quality support (e.g. Prime Video TNF/Live HDR10 support) or potential app/service carriage disputes, etc - though of course you could also get an Ultra (4850) or Streaming Stick 4K (3820) and also get Peacock higher AV quality support, but you lose the multi/alternate-platform advantage (e.g. Prime TNF/Live HDR10 support).