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intermittent audio through Disney app

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When trying to watch a movie through Disney app on Apple TV, the sound is broken, intermittent…… all other apps play fine…. Netflix, prime….. it’s just the Disney app…. Advice please

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AjTrek1Answer

If I turn atmos off in Apple TV settings…… the sound then plays normally, I just don’t know if it’s playing in atmos anymore if that makes sense

In the same AppleTV settings area for Video and Audio make sure Audio Mode is set to Auto. Then try turning Dolby Atmos on again.

Together Everyone Achieves More = T.E.A.M.

AjTrek1

Two things to try:

Update the AppleTV and/or delete the Disney App and re-install it.

Together Everyone Achieves More = T.E.A.M.

Palco

Prominent Collaborator I

Hello Lucie, I would try these things: if the problem persists when watching another movie...check the sound output settings (e.g. Dolby Atmos)...if this doesn't help, reinstall the application.

L

Lucie2501Author

Avid Contributor I

I’ve updated Apple TV, deleted the app and reinstalled, swapped out the hdmi cable…… and still the problem persists

Airgetlam

Sonos has no idea what ‘stream’ is playing, only that format X of density Y is coming in through the ARC connection. I’d double check the format that Disney thinks it is sending, as well as the settings the Apple TV is converting things to. I’d also double check both ends of the Sonos cable, to ensure good contact.

Bruce

AjTrek1

Are the other apps still working?

Together Everyone Achieves More = T.E.A.M.

Palco

Prominent Collaborator I

Interesting.... How are your devices connected? TV-Apple TV-Sonos Five?

L

Lucie2501Author

Avid Contributor I

Are the other apps still working?

Yes

L

Lucie2501Author

Avid Contributor I

Interesting.... How are your devices connected? TV-Apple TV-Sonos Five?

Arc ultra direct to to via earc Apple TV via other hdmi

L

Lucie2501Author

Avid Contributor I

Sonos has no idea what ‘stream’ is playing, only that format X of density Y is coming in through the ARC connection. I’d double check the format that Disney thinks it is sending, as well as the settings the Apple TV is converting things to. I’d also double check both ends of the Sonos cable, to ensure good contact.

I’ve run an hdmi cable check….. all reports as high speed and good……. It’s bizarre…… it’s only the Disney app that is having problems….. I can play the same movie on a different app and it plays fine……. I just would have preferred to trust Disney as the output for sound if that makes sense…… because it’s their movie etc lol

Airgetlam

Disney could be playing a different sound stream, based on settings. Others could be playing Dolby Digital, Disney might be using Dolby Digital Plus (Atmos), or even MAT Atmos (I haven’t switched to my Apple TV’s Disney app to check…maybe at halftime, although it’s always handled my Arc without issue).

Something in your post makes me wonder if you’re using a third party (non-Sonos) HDMI cable?

Bruce

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