Dolby Atmos

[EmilyREdge]

My Sky Stream puck won't activate Dolby Atmos. I have an LG TV and LG Soundbar, and from the soundbar app I can see the format of audio being delivered to the soundbar. It will deliver Dolby audio but not Atmos.

I have confirmed Atmos works to the soundbar by using the native Netflix app on the tv. 

Regardless of which sound option I use on the sky stream puck I get only PCM or Dolby audio.

I have tried unplugging the puck and restarting the puck. Neither solves the problem. 

Does anyone have a solution or is it a faulty box?

[lettice]

Firstly, not all content prduces live or on demand content in Dolby Atmos.

Sports content, on the Sky Sports Main Event UHD for PL, EFL and cricket will.

F1 on the Sky Sports F1 UHD channel does not.

Some On demand content when played in UHD HDR and flagged with Dolby Atmos, will.

How are you connecting your LG soundbar, from the Sky Stream puck to your TV and soundbar, via the ARC and EARC hdmi ports?

You will need to have the Digital audio output HDMI setting on the Sky Stream Settings>Picture and Sound>Sound set to 

either Auto (preferred option when using a soundbar) or Dolby Digital Plus.

You should ensure the ARC/EARC hdmi port on your TV settings also is set to Passthrough or auto.

[Nigelb1972]

@EmilyREdge Netflix will only output Atmos when Pass-through audio out. This isn't a fault of the puck or Sky Stream service, it's Netflix just doing what Netflix does. Netflix also has the highest compression on video and audio out of just about any streaming platform so the Atmos you'll be getting is of very low quality.

[EmilyREdge]

@lettice 

To clarify, yes I'm not expecting atmos content on every channel. But when playing UHD via sky sports on TNT I used to get at,os triggered on the tv and soundbar. This now doesn't happen. It has stopped in the last few weeks. 

My Sky Stream Puck is connected to the TV by HDMI. The TV then connects to the soundbar via earc. To output is set to pass through. Sky stream sound when set to auto only gives PCM. Set to pass through on sky stream also gives PCM. DOLBY DIGITAL or Dolby digital plus give Dolby audio but not Dolby atmos. 

I can't think of a reason why Atmos isn't activating. But I have also noticed my other stream pucks which have no soundbars attached to the tv's they are connected to have also stopped activating Dolby Atmos on the tv. So maybe a software issue?

[EmilyREdge]

@Nigelb1972 I think you got the wrong end of the stick from my original post. I was indicating that I had confirmed that my soundbar wasn't at fault and could play in Atmos still by using the Netflix app on my TV (not via the sky puck app). Atmos does indeed activate when using the Netflix TV app. 

I'd really like to get the issue fixed as we are paying for UHD and Atmos and not being able to use it. 

[lettice]

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@EmilyREdge wrote:

@lettice 

To clarify, yes I'm not expecting atmos content on every channel. But when playing UHD via sky sports on TNT I used to get at,os triggered on the tv and soundbar. This now doesn't happen. It has stopped in the last few weeks. 

My Sky Stream Puck is connected to the TV by HDMI. The TV then connects to the soundbar via earc. To output is set to pass through. Sky stream sound when set to auto only gives PCM. Set to pass through on sky stream also gives PCM. DOLBY DIGITAL or Dolby digital plus give Dolby audio but not Dolby atmos. 

I can't think of a reason why Atmos isn't activating. But I have also noticed my other stream pucks which have no soundbars attached to the tv's they are connected to have also stopped activating Dolby Atmos on the tv. So maybe a software issue?

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Thanks.

Not sure  what you mean by this ;

But when playing UHD via sky sports on TNT I used to get at,os triggered on the tv and soundbar.

Assuming you mean on Sky, you subscribe to TNT and the TNT  live channels are no longer playing Dolby Atmos.

The Auto and Dolby Digital Plus should both from your setup play Dolby Atmos. It's best to use Auto, rather than Dolby Digital Plus with a soundbar or external AV equipment.

Odd that your other pucks are doing the same, assuming they have Dolby Atmos capabiluty, not quite what you get from a soundbar but it works and will show an On screen'DolybAtmos'  message on your TV.

For that, can you make sure that your UHD HDR is working fine?

Plus the UHD and Dolby Atmos pack is showing correctly under Your Products>Manage>Home set-up within your MySky,app or MySky online account.

A few things that can also affect this, HDMI-CEC needs to be on with their settings for the soundbar, TV and Sky Stream puck.

[EmilyREdge]

Sorry, poor typing. 

Up until a few weeks ago I was receiving Dolby Atmos when watching UHD content on both Sky Sports UHD and TNT Ultimate on all 5 of my pucks (4 of which output through TV speakers and 1 via a soundbar connected via earc). 

But in the last few weeks Dolby Atmos has stopped activating on all TVs when playing relevant content on the Sky Pucks. 

I can confirm my Sky Stream puck sound is set to auto on all pucks. 

When watching via the puck I get a notification to on the TV showing HLG HDR has been activated. But no Dolby Atmos notification. 

Anything else I can try?

[EmilyREdge]

I can also confirm I have checked and UHD and Atmos package is activated in my Sky account. 

[lettice]

All I would suggest, is first work with your TV and soundbar connected to the Puck.

Try the three Sky Stream puck sound settings, Auto, Dolby Digital Plus and Passthrough.

Change each sound setting once and then do a Sky Stream puck settings restart.

Once the restart is complete, put the Sky Stream into standby and power restart the TV and soundbar.

Put all back into standby.

Bring the soundbar up from standby first, then the Sky Stream puck and TV as yiu normally would.

See if any of those sound settings work.

[EmilyREdge]

Yes I've tried changing the sound settings and placing to standby then restarting. Unfortunately it still doesn't work. 

I am getting Dolby Atmos when I play the apps via the puck. It's only with Sky channel content and movies where I am not receiving it. So the puck is activating it via Netflix for example. 

Could it be a problem on the Sky side?

[lettice]

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@EmilyREdge wrote:

Yes I've tried changing the sound settings and placing to standby then restarting. Unfortunately it still doesn't work. 

I am getting Dolby Atmos when I play the apps via the puck. It's only with Sky channel content and movies where I am not receiving it. So the puck is activating it via Netflix for example. 

Could it be a problem on the Sky side?

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Well sounds like it.

Not sure what more a I can suggest.

I can if you like  escalate this for you to work with the Sky community team via a chat, they will see the flow of posts here, so will have some background.

Let me know and I will escalate for you.

[EmilyREdge]

Yes please. An escalation would be appreciated. 

[lettice]

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

[Coley-W95]

Thanks for escalating this @lettice. We’ve sent @EmilyREdge an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[Arbz]

I'm having the same problem have tried everything but can't get Dolby atmos to work