Advanced Surround Sound issue with 4K channels

[Tvfanatic]

If sound is set to Advanced Surround Sound instead of Surround sound the 4k channels, Netflix or Amazon Prime have no sound. Works fine on all other content including YouTube. It has never worked. I use VIP 5662 connected to Samsung tv and use Denon receiver for arc sound. Looking for something I have missed in all my past trouble shooting. Bell tried to resolve some time ago  but eventually gave up.

[BellPatricia]

Hi there @Tvfanatic. Thanks for your post, and welcome to the Bell Community 🙂

Just to clarify, is your TV receiver connected directly to your TV set or is there any third party equipment in between?
Can you share what troubleshooting steps you've taken so far?

Looking forward to your reply.
- Patricia

[Tvfanatic]

Bell Fibe is connected into my Samsung tv. I have arc connection between Denon receiver and tv. Netflix and Amazon Prime 4k programs sound works correctly on both the tv apps and on Firestick for example. I have latest firmware on everything, have rebooted the VIP 5662, tv and Denon but no change. I tried using the tv for sound when on advanced surround sound setting and that does not work either. It is like the tv is incompatible with the Bell sound advanced surround sound data format. 

[BellPatricia]

Hey @Tvfanatic. Thanks for your reply and for the additional information.
We recommend changing the audio format on your 5662 receiver from Surround sound to Stereo. Simply click Menu > Settings > Audio and visual > Digital audio > Stereo > Save

Then test to see if the issue persists.
Keep the Community posted.
- Patricia 

[Tvfanatic]

I recognize the sound works fine on stereo and surround sound. The issue is it will not work on advanced surround sound. It is the optimal setting why does it not work on 4k, Netflix or Amazon Prime.

[Tvfanatic]

When Netflix opens with Advanced Surround Sound mode on there is sound. As soon as I select and play a program the sound does not work anymore - very bizarre.

[B wilson · Accepted solution]

ARC and eARC are very unreliable and that is most probably your issue. For best result you should have all sources (including your fibe receiver) plugged into your denon, then use 1 hdmi cable from the denon receiver to the tv.

[Tvfanatic · Accepted solution]

Thats what I did and the problem was resolved. Basically the tv could not handle the newer sound formats as well as the AVR.