T

Contributor

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51 Messages

Saturday, July 29th, 2023 9:26 PM

Closed

Improper Sound Output (Again)

At one time I worked with engineers when my cousin was head of the backend. You all have 2 different problems with incorrect sound output on your boxes. I will address each separately.

1. Once again sound is not being output correctly on the small client X1 box for 2nd rooms. Channels that are broadcast in PCM (Ion, Pop, Reelz, etc.) are being placed in a MultiChannel DolbyDigital+ container. That means that you cannot correctly apply Prologic processing to simulate surround sound. It has worked before because I made sure of it before getting rid of my TIVO recently. It is still working correctly on the main X1 box.

2. Streaming Apps: Audio is not being output correctly on streaming app. All apps are forced to output DD+ audio. Again that means that programming that has 2 channel PCM is in a Multi-channel DD+ container and you cannot apply prologic processing to simulate surround Sound.

The Paramount app does not output audio correctly period. All audio in that app is 2 channel PCM by default and there is no way to choose the correct audio.

This is why I do not use apps on the X1 box, and use a ROKU, Shield, or AppleTV.

Solution: The solution is quite simple and solves both issues, so I am not sure why it is so difficult to implement. Every device I use has this option from TIVO, ROKU, AppleTV, etc. YOU DO NOT NEED A STEREO MODE, AUTO DETECT, OR EXPERT MODE. You only need a passthrough/bitstream mode. 

Broadcast channels only use 2 forms of audio, either 2 Channel PCM or 5.1 Channel Dolby Digital. Streaming services will utilize 2 Channel PCM, standard 5.1 Dolby Digital, or Dolby Digital+. Devices such as TV's or audio receivers will automatically detect the audio.

Contributor

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51 Messages

2 years ago

This problem is still happening, and I have not received a response or acknowledgement.

"1. Once again sound is not being output correctly on the small client X1 box for 2nd rooms. Channels that are broadcast in 2 channel PCM (Ion, Pop, Reelz, etc.) are being placed in a MultiChannel DolbyDigital+ container. That means that audio is only being output on the left and right channels and you cannot apply Prologic processing to simulate surround sound. It has worked before because I made sure of it before getting rid of my TIVO recently. It is still working correctly on the main X1 box."

As I said it was working because I made sure of it before getting rid of my Cable Card. 

Official Employee

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2.1K Messages

@user_a71d30 Thanks so much for taking a moment out of your day to leave a post on our community forum. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message. (Edit: user name correction)

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Contributor

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51 Messages

2 years ago

It has still not been fixed. They have forwarded it to the "correct department". Have not been contacted by anyone, so I will not be accepting resolution as suggested by the email.

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