Dolby Atmos audio drop out

[Mister_Dalek]

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@Dac20vt wrote:

Apple TV plugged into HDMI 2.1 port using a HDMI 2.1 cable.

I watch Netflix in Atmos/Vision and Now TV in Atmos/UHD with no issue so far. 

Also have PS5 plugged into HDMI 2.1 port and have had no issues with any Atmos content on any multimedia apps or games. I don't really use for media any more since getting Apple TV. 

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Is it then outputting to an Atmos capable soundbar or AVR & speakers? There's no point in outputting Atmos if it's just going to the TV speakers. 

[M3rk]

@Mister_Dalek  Apple TV 4k connected straight to TV , atmos sound bar connected to eArc, all via hdmi 2.1 cables

[JamieLinds]

@Daniel-F

Trying to watch "The Body Next Door" that forces you to use UHD on the puck. Multiple sound dropouts, up to 1 per minute. It's getting to the point of being unwatchable.

Why has this thread been flagged as answered? It's clearly not.

As UHD and Atmos are a paid extra, are Sky breaking their own contract to provide, or not in this case, a fit for purpose service? It's clearly a Sky issue as when using native apps there are zero problems.

[Mister_Dalek]

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@JamieLinds wrote:

@Daniel-F

Trying to watch "The Body Next Door" that forces you to use UHD on the puck. Multiple sound dropouts, up to 1 per minute. It's getting to the point of being unwatchable.

Why has this thread been flagged as answered? It's clearly not.

As UHD and Atmos are a paid extra, are Sky breaking their own contract to provide, or not in this case, a fit for purpose service? It's clearly a Sky issue as when using native apps there are zero problems.

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We watched all 3 episodes of The Body Next Door in UHD/HDR via the NOW app on the Apple TV 4K box and can confirm that there were no audio issues at all. No drop-outs, no lip-sync issues or anything else to disrupt our viewing. 

[KevNewMedia · Accepted solution]

Hi Everyone

Thank you for your patience, and we are sorry that you continue to experience this problem.

We appreciate the examples provided so far.  We continue to investigate this problem and our support teams have asked for some further information. If you could provide these, that'd be very much appreciated.

1. TV Make / Model in use
2. If you are using a sound system/speakers, can you tell us the make and model of it?
3. What was the programme being watched where the drop out occurred?
4. Was the programme from live TV or On Demand?
5. If Live TV, what channel?
6. Please provide an exact timestamp of when the issue has happened. If it's happening all the time, can you please give us the specifics of at least two shows?
7. Thinking about your environment, are there any surrounding devices which may be causing interference?

I've marked this as the answer, so that people can see it without having to read the entire thread. We continue to investigate and any further examples that can be provided, would be great.

[Nigelb1972]

@KevNewMedia 

Samsung QE55Q80

Sony HTG-700 Soundbar 

Only happens with UHD & Atmos content and doesn't matter if it's live or on-demand or the source. If you're watching via the Puck, regardless of if it's Netflix, Prime, AppleTV, there will be audio drops on UHD and Atmos content..

[TechMaster]

1. LG OLED C3
2. Tested with built in TV Atmos speakers and external Samsung 900T Atmos sound bar - same issue with both (so it's not eArc or sound bar issue)
3. Anything with dolby atmos audio 
4. Can be either - doesnt matter
5. Sky sports UHD
6. It's random there is no timestamp, for example drive to survice on Netflix, can be random, if you rewind and play the same scen again it's fine

So basically anything that is Dobly Atmos audio, on Netflix, Disney+ , Sky, Live or recording it dosent matter.

Thanks

[Bright6]

1. Samsung Q90b tv

2. Denon AVR-X1700H

With the same TV / Amp I've used two gaming PCs, Latest Apple TV box, 2 4k Firesticks and PS5 all with the same HDMI 2.1 (tested) cables using atmos and have never once had an audio drop out.

As previously mentioned this also happens when using headphones and watching something on Sky Stream that's UHD/Atmos and bypassed the amp

3. So far this has happened with any programmes which are UHD / Atmos regardless of whether they are from Sky or the Netflix app.

4. I only watch on demand

6. There are no specific programme, the problem occurs with every single UHD / atmos programme I have watched so far. It might only happen once / twice in an hour, or sometimes 5+, but I have never finished a UHD / atmos 1 hour programme without drop outs

7. No - as mentioned before, using the same setup and using 6 other UHD / atmos devices this only happens with Sky Stream

[JamieLinds]

1 LG OLED77G45LW

2 Sonos ARC

3 Taffic Cops on 5star HD ch128, but all channels are affected. thing really. Note, changing the puck to UHD increases the amount of dropouts.

4 Live, but it doesn't matter. Happens on both live and on demand.

5 5star HD ch128

6 13/09/2024 13.18hrs, 13.19hrs, 13.21hrs, 13.25hrs twice, 13.27hrs twice, 13.29hrs, 13.30hrs, 13.32hrs on 5Star HD ch128.

Using the apps via our LG TV, taking the puck completely out of the equation, whether it's Netflix, Prime, Disney, BBC iPlayer, Paramount, Apple etc. etc. there are ZERO dropouts. EVER.

[M3rk]

1. LG OLED C1
2. sonos gen2
3. Anything with dolby atmos audio 
4. Both

5. Anything with Atmos
6. Random

7. NO

Am still in the, i dont think this is just the sky puc camp, when playing a little bit of COD last night which outputs as dobly atmos/vision through my xbox series X, its started to happen on that too 😞 

[gpb156]

1. LG OLED C2
2. LG Atmos sound bar S75Q
3. All streams with Dolby Atmos
4. On Demand
5. Not on live TV
6. Slow Horses (AppleTV) Kaos (Netflix) and all other streams from Apple/Netflix?Sky wirh Atmos audio. No Issues with prime.
7. None

[Skull+Treaty]

@KevNewMedia 

1. LG EVO G3
2. Marantz CInema 70s
3. Game of Thrones and House of the Dragon - UHD version
4. On Demand
5.  
6. I'm unable to replicate by rewinding to where it happened. At least 1 drop per episode, sometimes up to 3 
7. This issue only happens when viewing UHD content via Sky Stream; whether the settings are passthrough, auto or DD/DD+. 

[Nigelb1972]

1125am  15/09/2024 Audio drop on Sky Sports F1 UHD but audio isn't Atmos..

[Sav7]

Same here, a number of audio drops on F1 UHD. Watching MOTD earlier on BBC iPlayer app on the puck also experienced multiple audio drops

LG G4 + Sonos ARC. Only having this issue with the Puck

[TechMaster]

Date 15/9 watching Spurs vs Arsenal on Sky Sports UHD, Dolby Atmos. 10mins into the match Ive had 2 audio drops already. Picture is fine when it happens it's just the audio