Common Problems & Fixes
If you are experiencing silence, stuttering, or sync issues, run through these steps in order. 90% of support requests are resolved by Step 1 or Step 2.
1. The "Compatibility Swap" (The 10-Second Fix)
The most common issue is hardware not supporting the "Dolby TrueHD Atmos" track.
- The Action: Open your player’s Audio Settings or Languages menu while the video is playing.
- The Fix: Switch the audio track from TrueHD Atmos to Dolby Atmos (E-AC3).
- Result: If the sound returns immediately, your playback device simply doesn't support lossless passthrough. The
E-AC3 track will still give you a high-quality immersive experience on supported hardware.
2. The "Direct Path" Check
Modern TVs often struggle to "pass through" high-end audio from an external box to a soundbar.
- The Action: Look at your HDMI cables. Is your player (Nvidia Shield TV Pro/PC/Apple TV) plugged into the TV?
- The Fix: Plug your player directly into the "HDMI IN" port on your Soundbar or AV Receiver.
- Result: This bypasses the TV’s software entirely, allowing the audio gear to handle the heavy lifting directly.
3. The "Physical Highway" (HDMI Cables)
Our files push the limits of HDMI bandwidth (4K Video + Lossless Atmos = Huge Data).
- The Check: Look for the text printed on your HDMI cable. Does it say "High Speed" or "Ultra High Speed"?
- The Requirement: You need a Certified Ultra High Speed (48Gbps) cable.
- The Symptom: If your audio "cuts out" for a second or the screen flickers black, your cable is likely failing to
keep up with the data flow.
4. The "Drive Format" Verification
If you are playing the file from a USB drive plugged into a device, the drive itself might be the bottleneck.
- The Check: Ensure your USB drive/Hard Drive is USB 3.0 (usually has a blue plastic piece inside the plug).
- The Formatting: The drive must be formatted as NTFS or exFAT.
- Note: If you are using a Mac-formatted drive (HFS+/APFS) on a Windows box or a Shield, it may not read correctly or
may stutter.
5. The "Handshake" Reset
Sometimes HDMI "handshake" tokens get stuck, especially after a firmware update.
- The Action: Perform a "Hard Power Cycle."
- The Fix: Unplug the power from your TV, your Player, and your Receiver/Soundbar. Wait 60 seconds. Plug them back in.
- Result: This forces all devices to re-negotiate their capabilities, often "discovering" the Atmos or 4K signal they
were previously missing.
