Do other Atmos programs work properly?

Did you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it?

For what it’s worth, the speaker is called the Sonos Arc, the method it uses to connect to your TV is via ARC. Easy to mix up. 

Bruce, 

Upon setting up the home theater,  I did test and achieve Dolby Atmos with samples suggested in the community or online from web sources.  I did not send for diagnostics.

Thanks,

Jeff

If Atmos worked with other sources, that suggests that Wicked wasn’t sent to you as ‘promised’ in Atmos. I’d certainly suggest sending in a diagnostic to Sonos after watching it, they could see what is being sent to the Sonos system from the TV. Similarly, you can see what’s being sent in the ‘now playing’ screen on the controller. If the Sonos is receiving an Atmos signal, it would show that fact there. 

Bruce,

App continues to indicate Dolby Multichannel 5.1 PCM.

I'll send the diagnostic. 

Thx, Jeff

As Bruce already said, you’ll need to contact support too; they’ll do nothing with the report otherwise. 

​@CigarXO 

Can you achieve Atmos in Xfinity with anything else? If not, but you can from other sources then it sounds like it’s an Xfinity settings (or potentially broadcast) issue, not Sonos. Is there an Atmos or Dolby Digital Plus setting on the Xfinity box?

Also have you enabled Input Signal Plus for the HDMI port the Xfinity box is using? (TV Settings - General - External Device Manager - Input Signal Plus).

The TV’s sound settings should be HDMI-eARC mode set to Auto, Digital Output Audio Format set to Passthrough, and Dolby Atmos Compatibility set to On.

Finally, ensure you’re only using high speed HDMI 2.1 cables throughout your setup. This is essential.

UPDATE:
1. I did call Sonos support while sending diagnostic test while viewing Wicked again last night.  After half-hour or so, tech had me refresh all system components by unplugging for 30secs and reinitiating.  I am yet to do so as it was 11:00pm.
2. I did achieve Dolby Atmos from earlier samples across YouTube or a streaming provider across the same Xfinity cable, Samsung TV and Sonos speaker set-up.  So, I think the home theater system as a whole is capable and properly set.
3. I cannot verify if Xfinity was telecasting Wicked in Dolby Atmos, though the movies profile says it is 4k/Dolby Atmos content.  I will have to call/ask Xfinity.  I know the Sonos App rated the signal as Dolby multichannel 5.1 PCM.
Thanks for all your input!
Jeff

It’s possible perhaps the movie’s profile refers to its format when watched on demand? When broadcast live, it may not be in Atmos. (It’s the same in the UK with Now TV - shows might be in 5.1 when broadcast but when streamed on demand it is in Atmos, because of bandwidth disparity for broadcast vs streaming.)

If you watch it again on demand, is it then in Atmos?

Just as a reference point, when I lived in Austin, TX, the local TV station was broadcasting the Dallas Cowboy’s pregame in 5.1, despite the fact that they received the signal in stereo. So while both DirectTV and my Sonos were seeing a 5.1 signal, the actual data was only in two channels.

I’ve learned to distrust what is printed / shown by others, and depend on my own observations. If Atmos is working in other cases, Sonos itself doesn’t change…it plays what it is handed. It just isn’t ‘smart’ enough to recognize anything beyond what it is given, and react to that.