Dolby Atmos audio drop out

[Nigelb1972]

Aquaman 2 On Demand UHD and Atmos, two audio drops in 15 minutes...

Is it me, or is this actually getting worse? 

[KevNewMedia]

Thank you, everyone, for your swift action in providing these additional examples.

I've passed them to the support team who are investigating.  If we need more, or when we have an update, we'll let you all know.

[Dac20vt]

Already provided this but will provide again. 

LG OLED B Series TV

Bose Soundbar 600

Anything in Atmos - Live football tends to be the worst 

[Dac20vt]

@Mister_Dalek in response to your question.

Obviously. 

[Sav7]

Currently watching Man City v Inter on TNT Sports UHD and the audio is dropping out every 20 to 60 seconds. Have also had one or two instances where the picture has disappeared for a brief moment and returned as if HDR is being disabled and re-enabled.

LG G4 + Sonos ARC.

Also note that I have removed the soundbar and instead used the TV speakers and have still experienced the same issues.

[ovine]

I was seeing this at the weekend; mostly audio dropouts but also the occasional video dropout too. I have the puck set to passthrough.

Does the issue completely disappear if you disable Atmos by forcing a lower-quality output from the puck?

[Sav7]

Have also tried that without success. Attempted multiple different settings combinations, new cables, factory resets but the issue persists. I know others have mentioned from their experiences the problem is not limited to the puck, however in my case it is limited to the puck. Every other device works flawlessly.

[ovine]

Does it only happen on channels broadcasting at the time in Atmos?

[gpb156]

I am only experiencing audio dropouts on any Atmos output. Seems to be entirely random.

[Nigelb1972]

Hmmm I've been watching the football on 922 on UHD and Atmos for the last 35 minutes and it's been rock solid with no audio drops. 

So was the issue that has affected some people over the last couple of days Sky rolling out a fix at their end??? 🤔

[ovine]

I watched the TNT UHD match earlier, and now the Sky UHD one. However, before both these matches I set my puck to DD+ (it was previously set to passthrough) and then I disabled Atmos on my TV to force regular 5.1 and it's been solid too in both matches, albeit not in Atmos. 

From the earlier posts, it seems like disabling Atmos itself, as I have done, wasn't a solution, but I thought I'd try it anyway, so not sure what this adds - maybe the issue has actually been fixed, or it's intermittent?

I guess time will tell. Maybe I'll re-enable Atmos and see how I go.

[Nigelb1972]

I'll give Netflix a go later and see if that's alright but this looks promising.

[Daniel-F]

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@KevNewMedia wrote:

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.

---

Hi all,

Just checking into the thread to see how people are doing? 

If there have been any other examples from within the last 7 days of this issue occurring we would still like the fresh examples filled out with the details requested in @KevNewMedia message quoted above.

**It is extremely important for the investigations to be done that we have exact date and time stamps for this issue.  Even if it happens all the time over the course of one day, quote some of these times and days it's been happening on recently.** 

Thanks for your continued help

[JamieLinds]

@Daniel-F 

‎I sent the following on 13 Sep 2024 01:33 PM. Included were 8 timestamps. I trust these were investigated...? What conclusions were made? It's still happening by the way.

"13 Sep 2024 01:33 PM

1 LG OLED77G45LW

2 Sonos ARC

3 Taffic Cops on 5star HD ch128, but all channels are affected. 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"

[Daniel-F]

Whilst all examples previously given were shared, the team have been unable to find a root cause to the issue. Though I note the thread itself have been quiet for a couple weeks and wanted to check in to grab fresher examples to keep investigations going 🙂