Issue Tracking Board

[Chung50]

Scenario: Paramount Plus has not been getting Dolby Digital 5.1 and Dolby Atmos signal since about 1/8/2025 or 1/9/2025, all content is in stereo only. Trouble shooting performed: Factory reset, turning Roku device on and off and unplugged and plugging the device multiple times. Paramount Plus sofrware app is up to date.
Issue ID/Serial number/Software version and build:

Issue ID: TX-031-209

Model: 3820RW Streaming Stick 4K

Serial number: X01700EDSJTX(S09041CDSJTX)

GC Version: 12.10.27

Anything else we should know?:

This issue started around 1/8 and 1/9, all content all of sudden presented in stereo only, and it is still ongoing.  I contacted Paramount Plus twice, they told me it is the Roku firmware update that has caused this issue. Contacted you a few times on the phone, one support agent said you guys have been working on this issue and it would be solved in 48 hours which did not happen. The issue is still affecting us. Please work with Paramount Plus to get this issue resolved. It is unacceptable that Paramount Plus is only in stereo under Roku. Thanks, please let us know the progress and if there is any update. 

That's all we need! Read more for additional details. 

[RokuRiamie-D]

Thank you @Chung50, for providing your Roku device details.

We would also like to have the Channel build version and the Software version and build of the Roku device.

You can find the Channel build version by highlighting the channel and pressing the star (*) button on your Roku remote. The Software version and build can be found by going to Settings > Select System > Software update > Check now.

We will wait for your update.

Thanks,
The Roku Community Team

[RokuMaryEF]

Hey everyone,

We're aware that some of you are having trouble getting 5.1 or Dolby Atmos to work with Paramount+.

Update 1/22: We're looking into it!

To help us out, please share the following:

• Your Roku device info: (Model, DID, OS build - found in Settings > System > About)
• Your Tracker ID: (Press Home 5 times, then Back 5 times)
• The Paramount+ app version

We're working on a fix and appreciate your patience!

Note: We'll mark this post as solved for visibility and as a reference for other users.

Best,

The Roku Community Team

[Chung50]

Sure, here you go!

Paramount Plus:

Version 9.4. Build 20241213

Roku software version: 14.1.4

Build:7709

[Chung50]

That might be a way to tackle this problem.

[Yarditime]

Mark as solved??  Huh

Model # 4850 - Ultra

Device ID - sovs347d59ak

Software version - 14.0 

Build - 4.12222-g6

Paramount version - 9.4 build 20241213

[Chung50]

Not solved yet as far as I know..

[Jack22215]

Model 4802X- Roku Ultra

Ser# X010004F26UU(SODA22DF26UU)

Software version: 14.1.4

Build 7709-C2  

GC version  12.10.27

Timestamp: 2025-01-22T23:21:372

Issue ID: UU-031-641

[Reddington]

Same problem here. P+ only outputs Stereo despite that show is 5.1 or Atmos. Other apps like Max and netflix do not have this problem. I am using the optical output of my TV, my settings are correct.

Your Roku device info:
Model: TCL 66R655
DID: SOGV527TO3WE
OS build:  14.1.4 build 7709

Your Tracker ID: (Press Home 5 times, then Back 5 times)
n/a; does not work on my TV; key sequence switches off TV

The Paramount+ app version
9.4 build 20241213

[49rFaithful]

Don't know how but my Atmos is working again! Hopefully it stays working with no more issues.