No Surround Sound with the DirecTV Stream Device (C71KW)

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This week I had to do a restart of the C71KW on two different occasions because there was no center channel or surround sound just two channel stereo on stations that have Dolby Digital 5.1 audio.  This happened on the replacement C71KW DirecTV sent me as well so this is not a problem with my Rotel surorund sound processor/ pre amp.   DirecTV needs to add an option to simply "pass through audio" to customers that connect to preamps and receivers rather than straight to a TV.  I shouldn't have have to do a manual restart of the C71KW every few days to get proper audio out of the unit.

Agreed. It's clearly a design flaw with the C71K. Who knows if they'll ever fix it. 

I decided to try something to see if I could stop the problem with the C71KW requiring a restart to get surround sound back when it quit working.  This is when the C71KW outputs only two channel when watching a channel that has Dolby Digital 5.1 audio.  When this happens I had to do a restart on the C71KW.  I decided to leave the C71KW powered on all the time and I haven't lost the surround sound for a week.

The problem with my Rotel Surround Sound processor detecting Dolby Digital + on HDMI and Dolby digital 5.1 on the optical interface is still there.  My Rotel hardware never sees a change in the sound format even when only two channel stereo is available.  It always shows Dolby Digital + on HDMI and Dolby Digital 5.1 on the optical interface even though it is really only two channel stereo.  I'd think DirectTV would wonder why this is happening to some of it's customers.  There is no broadcast station that I know of who broadcasts in Dolby Digital + which is what my hardware always sees on the HDMI interface,

I'm having the same problem. No center channel on any ap playing thru the C71kw,  and no center channel on any DTV recordings made with the device. Only time surround center channel is available is "live" channels from the DTV streaming feed. I recently purchased a new receiver and returned it thinking it was faulty. Turns out it was the C71KW box that is creating the problem. I am not happy.

I had to do a restart on the C71KW to get surround sound back.  It went about 10 days working fine since I started leaving the unit on all the time.  If I turn it off when not in use it has to be restarted several times a week.  DirecTV/AT&T need to look at an alternative box for customers with receivers and surround sound processors or modify the firmware on the C71KW.

I found a post from December 2018 (when the box was first released) detailing this audio issue. Seems like it would be a relatively easy fix, either allow dd 2.0 output or upmix every 2 channel broadcast to 5.1.

My work around was to buy an optical to rca audio converter off amazon for $25 (make sure it supports 5.1 input). I have hdmi to my receiver for video and 5.1 audio, when I watch a broadcast in 2.0 I switch to the rca input and the receiver upmixes sound to all speakers. Not ideal but clearly they wont be fixing this.

I have the exact same problem I do not receive DD 5.1 and it is quite frustrating.  I have 2 C71KW'S and they both don't deliver/process DD 5.1 Sound.

I am quite frustrated because my previous provider was Verizon and the Audio and Picture Quality were superior to all other providers. There tech support was easy to reach and easy to get someone onsite if needed.  I recently moved and Verizon is not offered in my area.  AT&T support is non existent and that is putting it politely.

VERY DISAPPOINTED!

I wish DirecTV Stream would come out with another streaming box with the audio problems fixed.  I left mine using the optical output for audio and video over HDMI.  I never power the C71KW down and my audio is acceptable, but not what I'd like to see.  

I would just use the Roku if it allowed scripts so I could auto load the proper channel, but it doesn't.  I do like the interface on the C71KW and the ability to simply pull up live broadcasts automatically without first hitting a menu like the Roku.

They supposedly have a new box in the works. A21KW-500. No word on when it will be released or if it will fix the audio issues.

At this point I have tried almost all the different platforms. Roku is the most functional- video and ui are smooth, audio outputs 5.1 or 2.0 correctly. Apple tv has the same goofy audio as the C71KW where it forces 5.1 for everything. Fire tv handles audio properly but ui lags and video stutters occasionally (really noticeable during sports). Chromecast works great but forces 2.0 audio. No clear best option if you want to watch this service on a tv connected to a surround system.

I am just waiting for my AT&T contract to expire and then I am done with them. Before I agreed to the contract I emphasized how important DD 5.1 was and they guaranteed me there was no issue,

WHICH WAS I LIE!  What is really frustrating there is no knowledgeable Tech Support, NONE, ZERO!  How is this possible?

IT IS A DISGRACE!

Any feedback on YouTube TV would be much appreciated:)

I have no experience with YouTube TV.  They are supposed to have DD 5.1 audio and their channel lineups look pretty good.

I'm a brand-new customer. Same issue: DirecTV Stream box doesn't handle Dolby Digital audio correctly. It's connected to a newer mid-level Denon AVR. Meanwhile, the DirecTV Stream app on Roku does it perfectly.

Sending the box back and going with the Roku app for now. May end up dropping the service entirely.

Why is this so hard?

Hi @abillmann thank you for bringing this to out attention.

Let's meet in a Direct Message to take a closer look at this.
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Thank you.

Norman DIRECTV Community Specialist