New Poster
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4 Messages
XG1v4-A Outputs Sound as Stereo but in a 5.1 Wrapper.
I recently moved and received a new XG1v4-A main DVR box, but quickly noticed the same issue from all of the threads listed below still exists years later, and I have not found a thread that has a solution.
Basically the Apps on the Xfinity box, like Amazon Prime Video and Paramount+ only send the Left and Right channels out the HDMI port to the receiver/tv, but "wrapped" in a 5.1 format. In My case it is a Denon receiver that clear states it is receiving a 5.1 signal. To say another way, all 6 channels are sent to the receiver so the receive thinks it is getting a 5.1 signal, but in reality, all of the channels are silent except the front left and right. Preventing the receiver from recognizing that this is only a stereo signal and preventing the receiver from being able to process the signal itself to 5.1.
My understanding from other threads, and my previous equipment, when the X1 box is set to "Expert" audio mode it should pass the audio straight through without modification, but this is clearly NOT happening. Old sources that were not recorded in 5.1, or even were mono are being sent out of the X1 box as 5.1 with most of the channels silent, when in Expert mode. DD+ mode on the X1 box does the same.
Is this truly still an issue, other than giving up 4K and attempting to downgrade to the XG1v3?
I already tried using the HDMI cable that came from Xfinity, and also a System Refresh. There appears to not yet be an update to fix this.
Here are several threads on this forum that exactly describe the issue that I am seeing:
https://forums.xfinity.com/conversations/x1/xg1v4-box-dolby-processing-problems/61e914942aa9b452b914103c
https://forums.xfinity.com/conversations/x1/no-51-on-some-apps/62b9fa0a26e4b32f2deb3ed8
https://forums.xfinity.com/conversations/x1/audio-processing-on-xg1v4/6348c0a048c60d55e605f552
https://forums.xfinity.com/conversations/x1/why-is-xfinity-x1-xg1v4-still-not-processing-dolby-digital-surround-correctly/6286e936382dc22d0f76a2a3
https://forums.xfinity.com/conversations/x1/audio-auto-detect-vs-expert/645934695f43f561c4d1b9d7
https://forums.xfinity.com/conversations/x1/dolby-atmos-on-streaming-apps-netflix-disney/620437c0de95f94896eb2324
BIslander
Problem Solver
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359 Messages
8 months ago
I don't use the Xfinity apps very often, preferring other platforms for services like Netflix and Amazon Prime. But, in my experience, the problem with stereo content being wrapped in a 5.1 envelope seems to happen with stereo sources. For example, the Amazon Music Live Ed Sheeran program is only stereo (based on the output of other platforms) and Xfinity sends it as 5.1 with the center and surrounds silent, just L/R audio. That happens with both Expert and Auto Detect DD+. However, when tuning an SD broadcast channel that is only stereo, Expert sends it in stereo while Auto Detect traps the two channels in 5.1. So, it may be that Xfinity handles broadcast sources differently than streaming apps.
Xfinity doesn't explain what those two modes do, but Expert is clearly not passthrough. It should be.
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XfinityJorge
Official Employee
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1.5K Messages
8 months ago
Greetings @brethomp thanks for using our Forums to contact our Xfinity Support Team. We are sorry to hear about your audio issues and we are happy to work with you on a solution. To get started can you send us a DM with your full name and service address? Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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brethomp
New Poster
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4 Messages
8 months ago
My direct message also resulted in the acknowledgement of an existing bug, and no indication of when a solution may become available.
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BIslander
Problem Solver
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359 Messages
8 months ago
And an update from support that the issue is unique to the XG1v4 DVRs and does not happen with other X1 boxes.
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jcdigonjcc
Visitor
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2 Messages
8 months ago
I Just upgraded to the XG1v4 DVR and I am experiencing the same thing on my Denon receiver. This is unacceptable from Xfinity has the lower model boxes worked better with DD+. Last night I was getting only L&R speakers but the receiver showed it was receiving information for all speakers and then when it went to commercial the volume changes and the receiver went to Virtual mode not even DD. I am so disappointed on them. Just pay Dolby the license fees for these box to update. All customers pay allot of money as a whole there is no excuse for this lack of design and support.
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user_MissMyDolby
2 Messages
3 months ago
I have this issue when trying to use the optical output from the box to my Polk soundbar. My ARC on the TV will only send PCM so I tried this and I'm having the same issue 5 months after this thread started. That seems like a long time for them to not know how to fix this problem. I put on NBC to test it and the news had very low volume, half of the commercials had normal volume and half had nothing, then back to the news and no sound. So frustrating.
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