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Occasional Poster
Posts: 9
Registered: ‎20-01-2017

Audio in mono.

Hi,

 

All content is currently playing in mono from my Apple TV 4.   the ATV4 has the latest TVOS installed,  and a hard reset hasn't resolved the issue.    All other apps on the ATV are working correctly and outputing stereo or 5.1 audio where appropriate.

 

 

Can you investigate please?    It's bad enough that NOW TV doesn't transmit 5.1 audio,  but reducing things to mono is a step too far Smiley Happy

 

As an additional test my NOW TV app on my iPad is correctly outputting stereo,  so it's not an account issue,  rather it appears to be unique to the ATV.

 

Thanks

 

 

NOW TV Team
Posts: 459
Registered: ‎07-04-2016

Re: Audio in mono.

Hi @S-Express

 

The following articale may help you with Sound issues on the Apple Tv app.

 

https://support.apple.com/en-us/HT200197

 

 

If you get no luck with this pleasse contact tech support on Now TV via live chat.

 

 

Thanks

Eddie

Occasional Poster
Posts: 9
Registered: ‎20-01-2017

Re: Audio in mono.

Thanks for the link,  but it's not relevant to the problem that I describe.  I'll try live chat,  but I'm not hopeful.

Occasional Poster
Posts: 9
Registered: ‎20-01-2017

Re: Audio in mono.

A brief update.   The problem is still there.   I contacted Live chat on the 21st and  went through all the obvious settings changing audio modes,  etc but no joy.  They have apparently logged it with the technical team and I should expect an email from them.   Nothing recieved as of yet.

 

 

Occasional Poster
Posts: 9
Registered: ‎20-01-2017

Re: Audio in mono.

Over a week,  no response from tech.    However,  the plot thickens,   another user reported the same issue with MacOS.

 

https://community.nowtv.com/t5/Mac-OS/Sound-on-NOWTV-player-sounds-mono-compared-to-Silverlight/m-p/...  

 

Come on guys,  please sort it out.

Occasional Poster
Posts: 9
Registered: ‎20-01-2017

Re: Audio in mono.

Over two weeks in and no fix.   

 

50 Minutes wasted on the first live chat.  Just spent a further 45 minutes on chat with support explaining that no,  an Apple TV isn't actually a TV,  and yes I have checked all the connections.

 

It's not a great service is it?  I couldn't imagine Netflix or other tier 1 services tolerating faults like this for so long.   If NowTV wishes to go full retro why don't they drop back to 4:3 ratio black and white Smiley Happy

 

Anyway,  from other posts the fault appears to be the streams shared by ATV and MacOS apps.  It does not appear to effect IOS streams.   Can someone on this board get the attention of whoever looks after the content distribution side?

First Poster
Posts: 1
Registered: ‎11-06-2014

Re: Audio in mono.

I'm having the same problem - audio in mono on nowtv through apple tv

: (

Highlighted
Community Manager
Posts: 3,093
Registered: ‎15-11-2012

Re: Audio in mono.

Hi All, 

 

We want to look into this issue further, in order for us to do so can you please provide us with the following: 

 

What are you trying to watch?

What device are you using?

 

Please post your reply in this thread. We'll let you know of any updates.

 

Thanks, 

Karl

Occasional Poster
Posts: 9
Registered: ‎20-01-2017

Re: Audio in mono.

Hi Karl,  thanks for picking this up.

 

For me it's on all movies ( or at least the 20-ish I've chosen at random across different categories).  I don't have an entertainment sub to replicate on TV shows.  

 

Device is an Apple TV4 running latest tvOS 10.1 .    

 

All other apps on the Apple TV are fine,  it's just NowTV that's having the issue.  Changing audio settings on the apple TV between the default of "best", 5.1 or stereo has no impact on the problem.

 

Looking forward to your response after further investigation.

 

Thanks

 

 

 

 

Occasional Poster
Posts: 9
Registered: ‎20-01-2017

Re: Audio in mono.

Here we go again.   Over three weeks in and it's still not fixed.  How about an update on the problem investigation?   What form will the refund for the loss of service take?