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Unable to watch 4K movies with Dolby Vision and Dolby Atmos

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    Unable to watch 4K movies with Dolby Vision and Dolby Atmos

    I have a 2016 LG OLED65C6P with the latest TV firmware and Vudu app and lately I have been unable to watch any movies that are 4K Dolby Vision and Dolby Atmos. Examples would be Frozen II and Star Wars Rise of Skywalker. What happens is that the movie starts and I can see the TV show that it was switched to Dolby Vision and Dolby Atmos modes. After a few minutes the movie will stop for a second and then continue. This will happen a few more times and then I will get a message that states that the app is having trouble playing the movie and allows me to choose a lower streaming option. If I switch to HDX it plays correctly.

    I do not have any problems playing 4K HDR movies like Cats or Spies in Disguise.

    I also have an Apple TV 4K and using the Vudu app I can play Frozen II and Star Wars just fine. Although, this is in HDR but I do get Dolby Atmos.

    Any ideas? I started noticing this about the time Frozen II was released. Prior to that I never had a problem playing any 4K movies that were Dolby Vision and Dolby Atmos.

    My Internet speed is 450Mbs.

    #2
    Hello Sevenout,

    Sorry for the trouble you're encountering on your LG TV with Vudu.

    Could you tell me a few things about your Vudu app?

    In Settings in the Vudu app could you tell me the following:
    • App or widget version
    • Player version
    Just to confirm, have you tried a hard power cycle of your TV? (Unplugging the power for 5-mins and plugging back in).
    Last edited by DanielH; 03-19-2020, 11:29 AM.
    Dan H.
    VUDU QA

    Comment


      #3
      Daniel,

      Yes, I have power cycled the TV a few times since this started.

      Widget Version: 7.2.24 (24-104456aa)
      Player Version: 301442.42

      Let me know if you need anything else.

      Comment


        #4
        Originally posted by sevenout View Post
        Daniel,

        Yes, I have power cycled the TV a few times since this started.

        Widget Version: 7.2.24 (24-104456aa)
        Player Version: 301442.42

        Let me know if you need anything else.
        It looks like you're running a pretty old app version. That most likely is causing the issue for you. Could you try searching for the Vudu app in the LG content store? It should show that an update is available. Let me know if you have any questions about the process.

        Thanks,
        Dan
        Dan H.
        VUDU QA

        Comment


          #5
          Thanks Dan!

          I just updated my app to:
          Widget: 7.5.42 (42-2e6e8fbf)
          Player: 312749.53

          Playing Frozen II now and so far no stops or offers to lower quality. Crossing fingers that this fixes it.

          Bonus... the new Lists feature is now there too.

          Thanks
          Scott

          Comment


            #6
            I have an LG also (bought one with 3D when I heard they were dropping it, such a shame!) and it will not output Dolby Digital Plus or Atmos even from its ARC HDMI output. This seems to be a limitation of the TV but I would love to see a fix for that. I bought a 4K Roku Stick in order to get the full sound, but it does not support 3D or Dolby Vision (those play as HDR which may be just as good) and it's much more convenient to use the TV's app when I can. Since the lists feature came out I grouped some movies by whether or not they have standard Dolby Digital audio instead of Dolby Digital Plus, as I don't lose any sound quality watching those through the TV's app, and of course that's still my only choice for watching any 3D titles.

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