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westwayneguy88888
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261 Messages

Tuesday, June 10th, 2025 2:26 PM

can't get the dolby vision and atmos sound through the max app on X1

i have an Xi6, watching stanley cup finals

when i use the max app on my LG television, I get the better picture and sound,

but not via the app on my X1, is there a limitation on the X1 Max app?

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XfinityRichard

Official Employee

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2K Messages

1 day ago

Hi there, @westwayneguy88888 I'm sorry for the trouble you are having with the X1 Max APP. Yes, the Max APP on the LG television generally offers better picture and sound quality than the APP on the X1. This is due to the X1's limitations, such as its mobile plan, which may not support all audio formats like Dolby Atmos. Also, the X1's hardware and streaming capabilities might have limitations compared to the LG TV's advanced features, leading to a less optimal viewing experience. -Richard

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westwayneguy88888

Contributor

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261 Messages

@XfinityRichard​  thank you for the response.  the app on my LG tv >> the app on my X1

what I don't understand is this line from you: This is due to the X1's limitations, such as its mobile plan

what mobile plan?. this is linear cable tv in my house, I don't have Xfinity mobile....

can someone explain this line, because it feels like there was a copy and paste from a wrong document - but I am very much open to being enlightened how a non-existent mobile plan affects the apps on my tv

(edited)

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12 hours ago

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XfinityJoe

Official Employee

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828 Messages

Hello @@westwayneguy88888 hev you tried to follow the steps in this support article to make sure Dolby Atmos is enabled? 

https://www.xfinity.com/support/articles/dolby-atmos-x1

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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11 hours ago

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westwayneguy88888

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@XfinityJoe​ are you disputing what @XfinityRichard said? Sounds like you are, which one of you is correct? Joe said :This is due to the X1's limitations, such as its mobile plan, which may not support all audio formats like Dolby Atmos - can Richard confirm this?

Forget about the sound settings for a moment (because I do know everything on the box is in expert mode) I am more interested why sports is not in Dolby Vision when using the max app on X1, but is if I use the TV's app, or a Chromecast, or other methods.

@XfinityRichard  said there are limitations on the apps via X1 compared to other devices, can @XfinityJoe confirm this, or refute this?

you also neglected to answer my direct question as to why "mobile" would have anything to do with any of this...

I am more curious than before that there may be 2 different reasons provided, perhaps in conflict with each other

(edited)

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7 hours ago

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XfinityJeniece

Official Employee

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3.2K Messages

Thanks for reaching back out westwayneguy88888. Dolby Vision, HDR, and 4K streaming would all require the MAX Premium subscription plan to view. If you are having issues with your MAX subscription you would need to reach out directly to MAX for more support. 

 

You will need to ensure your box is in expert mode and the output resolution is in 4K. Here is a link with more details, https://www.xfinity.com/support/articles/dolby-atmos-x1.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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6 hours ago

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BIslander

Problem Solver

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505 Messages

3 hours ago

Like @westwayneguy88888 , I get SDR for the Stanley Cup using the X1 Max app and Dolby Vision using the Max app on my LG TVs, Fire Cube, and Roku. This has always been the case on Max, which does not require a top tier account to get DV and Atmos for live sports, just for other types of content. I don't have a separate Max account, just the one I get from Xfinity as part of my HBO subscription. 

It seems clear to me that the X1 Max app doesn't support these higher end video and audio features.  X1 itself is certainly capable as we get them from other sources, just not from the Max app.

I am using XG1v4 boxes that don't do Dolby Vision.  I get HDR10 on DV content from all the other sources running through X1, but only SDR from live sports on Max.

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