Dolby Atmos (Dolby Plus) not working in Disney+ & Netflix

[Tony_Chan]

As my TV don't have eARC, I directly plug the Chromecast with Google TV to eARC of soundbar. However no sound in Netflix (when using Dolby 5.1) and Disney+ when the Dolby Plus and Dolby Atmos is detected. However, when I turn off the Dolby Plus and Dolby Atmos, sound is back. 

However when using "Amzon Fire TV Stick 4K Max" to replace my "Chromecast with Google TV" (same setting), all working well (Dolby 5.1 and Dolby Atmos) which means this is not problem of my soundbar and TV.

How can I fix the problem? Thanks

[JenniferV]

Hi 

Thanks for reaching out. Let's sort this out.

Quick question: Does your TV or HDMI port support Dolby Digital Plus Dolby Atmos? Please try to reboot your Chromecast and use a different app and check if the same issue will persist. Resetting the Chromecast might also help.

keep me posted.

Thanks,

Jennifer

[Tony_Chan]

My TV don't have ARC/ eARC HDMI, that's why I am using the eARC port of my soundbar. 

I have tried to reset the chromecast, restore to factory setting and reboot many times, but still nothing happened. But when I replaced the chromecast with fire TV (also using the eARC HTMI of soundbar), Dolby Atmos / Dolby Surround  works. 

This make me think that it may be the firmware bugs and I hope Google can solve the problem.

[Jeran]

Hey there Tony_Chan,

I'm sorry about the late response on this thread, were you still having those surround sound issues? Here is a related thread about the issue you're experiencing. The OP of the thread was having issues because his TV did not support eARC even if his soundbar did, which did not allow the Dolby Atmos functionality. What kind of TV do you have?

I look forward to your response, and if you had any other questions, please let us know.

Best regards,

Jeran

[Tony_Chan]

Hi Jeran,

Thanks for your reply.

I want to say that when I am using Amazon Fire TV Stick 4k Max with same setting (same soundbar, same tv and same connection method), Dolby Plus and Dolby Atmos works normally.  This make me think that it is not hardware problem. 

BTW : my TV is "Sharp LC-65S4H"

[Jeran]

Hi Tony_Chan,

No problem at all! In this case, we may have to contact a higher tier of support, as they would have more tools to help locate the issue. If you would like, I can either have an agent get into contact with you, or if you prefer, here is how to get a hold of support.

I'm sorry we couldn't be more helpful, but if you had any other questions, let me know.

Best regards,

Jeran

[JenniferV]

Hi folks,

Thanks for the help, Jeran.

Tony_Chan, how's it going? Did you manage to get your device working?

Thanks,

Jennfier

[JenniferV]

Hello Tony_Chan, 

Just checking in to make sure that you've seen our response. Please let us know if you have other questions or concerns as we will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Thanks,

Jennifer

[Tony_Chan]

Hi Jennifer,

I try to stream Disney+ but the problem still exist.

Thanks

Tony

[Jeran]

Hey there Tony_Chan,

Were you able to reach out to Chromecast Support about this issue, or did you need me to send you a form to have a higher tier of support contact you? 

I look forward to your response!

Best regards,

Jeran

[Jeran]

Hey there,

Did you have any more questions or need any additional help? 

Thank you,
Jeran
 

[JenniferV]

Hi Tony_Chan

We haven't heard from you in a while so we’ll be locking this thread if there’s no update within 24 hrs. If you're still experiencing problems, please feel free to start a new thread and we'll be happy to help.

Thanks for the help, Jeran.

Regards,

Jennifer

[Tony_Chan]

OK, thanks