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Discussion topic: Dolby Atmos audio drop out

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This message was authored by Nigelb1972 This message was authored by: Nigelb1972

Re: Dolby Atmos audio drop out

@Daniel-F maybe somebody from Sky's technical team should test it in a live environment. Ie. At home, using eARC, while watching something in UHD and Atmos using hdmi 2.1 cables rather than just analysing data 

This message was authored by Dac20vt This message was authored by: Dac20vt

Re: Dolby Atmos audio drop out

Couldn't tell you. I binned off Stream for NowTV via Apple TV 4K and NowTV hasn't skipped a beat. 

Seriously Sky, consider becoming a software company cos the hardware you provide is meh. 

This message was authored by Sav7 This message was authored by: Sav7

Re: Dolby Atmos audio drop out

TNT Sports Ultimate is particularly dreadful, audio drops every 30 seconds. I've also started experiencing other issues with the Puck, rewinding or forwarding just seems to jump to the beginning of the programme, freezing and crashing in the menus.. list of issues keeps growing.There really needs to be a lot of focus on resolving these issues or developing a new product as at the moment it is 100% not worth the money

This message was authored by TechMaster This message was authored by: TechMaster

Re: Dolby Atmos audio drop out

Just watch anything on demand in UHD/Dolby Atmos on Neflix, for example F1 Drive  to survive, dosent matter what time, what day etc

gpb156
Topic Author
This message was authored by gpb156 This message was authored by: gpb156

Re: Dolby Atmos audio drop out

Agree with @TechMaster.  Audio drop outs can occur on any 4k/Atmos stream.

E.G. "The Penguin" on Sky Atlantic "Slow Horse's" on Apple TV "Nobody Wants This" on Netflix. Drop outs can be completely random so not sure how noting time stamp is neccesary.

As others have noted, this is not a problem streaming from a different device.

This message was authored by Dazzasky This message was authored by: Dazzasky

Re: Dolby Atmos audio drop out

Posted by a Superuser, not a Sky employee. Find out more

@Daniel-F wrote:

@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


 Hi @Daniel-F  I've started watching Brassic season 1 and am getting Dolby Atmos drop outs on every episode. At least 4 or 5 an episode. 

This message was authored by Daniel-F This message was authored by: Daniel-F

Re: Dolby Atmos audio drop out

Posted by a Sky employee

  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?

 Hi all,

 

It's important that we ensure all bits of information are included in replies for any fresh examples.  This includes specifics on dates & times

 

Without the full list of information engineers will not be able to investigate. 

 

Though potentially a bit difficult, if you can anticipate the issue happening, a video showing the issue would also be extremely helpful

Daniel
Community Moderator
This message was authored by Sav7 This message was authored by: Sav7

Re: Dolby Atmos audio drop out

Are the engineers not able to test this themselves? The people here have provided this information previously. I have an LG G4 with a Sonos ARC connected via HDMI to the TVs eARC. However from my experience, this issues happens with or without the soundbar. With or without Atmos enabled. Happens in SD, HD and UHD content, and on live TV and via the apps installed on the Puck. I have other devices connected to the TV that work flawlessly with all these features. Have tried different cables, ports, settings, unplugged all the other devices and still experience the issues. Occasionally it is not just the audio, but the screen will black out then return.

This message was authored by ovine This message was authored by: ovine

Re: Dolby Atmos audio drop out

If I was them I'd be looking at this as something with no real pattern - stress test the puck, make it overheat etc. maybe its CPU(s) clocks down and can't process what it needs to etc.

 

Hopefully this is the sort of thing they are doing, from the posts here it doesn't seem related to a particular moment in time in the stream that affects everyone at the same time, it seems everyone has a general experience of these dropouts to varying degrees.

This message was authored by Daniel-F This message was authored by: Daniel-F

Re: Dolby Atmos audio drop out

Posted by a Sky employee

@Sav7 wrote:

Are the engineers not able to test this themselves? The people here have provided this information previously. I have an LG G4 with a Sonos ARC connected via HDMI to the TVs eARC. However from my experience, this issues happens with or without the soundbar. With or without Atmos enabled. Happens in SD, HD and UHD content, and on live TV and via the apps installed on the Puck. I have other devices connected to the TV that work flawlessly with all these features. Have tried different cables, ports, settings, unplugged all the other devices and still experience the issues. Occasionally it is not just the audio, but the screen will black out then return.


To clarify @Sav7 engineers have been testing with equipment but have been unable to replicate. We want to however continue looking into this so the more examples we have from within the last 7 days, the more material the engineers have to look at & attempt to replicate.

 

Thanks,

Daniel
Community Moderator
This message was authored by Skull+Treaty This message was authored by: Skull+Treaty

Re: Dolby Atmos audio drop out

Posted by a Superuser, not a Sky employee. Find out more

@Daniel-F wrote:

  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?

 Hi all,

 

It's important that we ensure all bits of information are included in replies for any fresh examples.  This includes specifics on dates & times

 

Without the full list of information engineers will not be able to investigate. 

 

Though potentially a bit difficult, if you can anticipate the issue happening, a video showing the issue would also be extremely helpful


@Daniel-F 

LG EVO G3

Marantz CInema 70s

Criminally Funny 

Live TV

Comedy Xtra

13 Oct - 0926 hrs

 

* * * * * * * * * * * * * * * * * *
"Sometimes, the only choices you have are bad ones, but you still have to choose"
This message was authored by Skull+Treaty This message was authored by: Skull+Treaty

Re: Dolby Atmos audio drop out

Posted by a Superuser, not a Sky employee. Find out more

@Skull+Treaty wrote:

@Daniel-F wrote:

  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?

 Hi all,

 

It's important that we ensure all bits of information are included in replies for any fresh examples.  This includes specifics on dates & times

 

Without the full list of information engineers will not be able to investigate. 

 

Though potentially a bit difficult, if you can anticipate the issue happening, a video showing the issue would also be extremely helpful


@Daniel-F 

LG EVO G3

Marantz CInema 70s

Criminally Funny 

Live TV

Comedy Xtra

13 Oct - 0926 hrs

 


@Daniel-F 

As above, this time watching Sweetpea (episode 5), on demand (Sky Atlantic), 1433hrs 

* * * * * * * * * * * * * * * * * *
"Sometimes, the only choices you have are bad ones, but you still have to choose"
This message was authored by Dazzasky This message was authored by: Dazzasky

Re: Dolby Atmos audio drop out

Posted by a Superuser, not a Sky employee. Find out more

@Daniel-F 

Brassic season 2, episode 2, 37 minutes in and again 42 minutes in but 2 times.  Dropped sound for a good 2 seconds. Didn't happen when I went back and played again. 
Viewed on an LG G3 via Samsung Q990b soundbar and watched on demand. 

This message was authored by PEJasp This message was authored by: PEJasp

Re: Dolby Atmos audio drop out

For me its been happening for ages, any UHD content with Atmos from the puck if I stream via the TV apps never an issue, on LG G4 and Sonos Arc. Once every hour or so.

 

Regards

This message was authored by Daniel-F This message was authored by: Daniel-F

Re: Dolby Atmos audio drop out

Posted by a Sky employee

Hi @PEJasp 

 

As mentioned above & for next time it happens, do get me the below details so I can take your example to the relevant teams:

 

  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?
Daniel
Community Moderator
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