No Surround Sound with the DirecTV Stream Device (C71KW)

Yes, it's a known issue. No, there's not a known fix. For some reason the C71K DD5.1 isn't compatible with some surround sound processors. I have two boxes. Works fine with my older Sony AVR via digital optical cable, but not my newer Denon AVR via HDMI.

I have a ROKU connected to the same Surround Sound Processor as the C71KW via HDMI and it has perfect DD 5.1 so the problem must be the DirecTV Streaming box.  It's funny that technical support said it wasn't an issue so they must not consider it a problem or the information hasn't been distributed properly.

Yes. My Rokus work fine, too. Only issue is with the DirecTV Stream box. 

I was one the phone Thursday morning with Technical Support and they are sending me a new streaming device.  I don't think the new device will be any different than the one I have but I'll try it to see if anything changes.

From what I can tell with my testing and observations at this point is that the C71KW IS NOT passing a Dolby Digital signal via the HDMI interface.  My receiver shows Dolby Digital + but it's only two channel stereo.  The optical interface does pass a Dolby Digital signal and I do get surround sound on most stations, but I'd prefer that both interfaces had a option to simply provide Dolby pass-through and let my hardware process the signal.  I think the box is doing some sort of processing.

I haven't had this problem with cable boxes from Verizon, Frontier, Xfinity or Ziply Fiber.  I'll bet the hardware that DirecTV satellite uses doesn't have the problem either.

It would be nice if the C71KW had a third audio option called "Dolby Pass-Through" in addition to "Stereo" and "Surround".

I got the C71KW replacement unit from Technical Support and got it installed this evening.  The replacement unit shows the audio as Dolby Digital + all the time even though a station may only be broadcasting in two channel stereo.  This is exactly like the old unit.  The replacement unit does give me surround sound on stations that have Dolby Digital 5.1 available which is different from the unit it replaced so this is an improvement.  I'm getting surround sound over the HDMI interface so I removed the optical cable since I'm now getting surround sound. 

Something else I noticed on both the units is that sometimes when the units are powered up there is only two channel sound even though the channel is set to one that has Dolby Digital 5.1.  If you change to a another channel that has surround sound and back to the original station surround sound is back. This is a pain. 

I still would like to see an option in the settings for "audio pass-through" like traditional cable and satellite boxes and none of the problems I'm having would be happening.  This would let my Surround Sound Processor/Preamp decode the audio.  I'd be able to use Pro Logic if only two channel was available making it seem like Dolby Digital 5.1.  This is what I've done for years with cable TV boxes.

After some more testing the replacement unit acts just like the original new unit I purchased.  The replacement unit will be sent back to DirecTV.

Before sending the replacement unit back should I do a factory reset and disable Auto sign-in on the web site for that device?

Hello @DanFleming, thank you for taking the time to making us aware of this situation.

You can send back the DIRECTV STREAM device and there's not need to make additional processes. You just need to return the device in the box you received the replacement unit to FedEx or UPS.

More info about this here

Let us know if further assistance is needed.

Angela, DIRECTV Community Specialist

The return label I received is for USPS (US Postal Service) return shipping not UPS or Fedex.  

You are correct @DanFleming, in this specific situation you can send it back through USPS.

We want you to know that it can take up to 3-5 days to be registered in the system after it's delivered to DIRECTV.

In case you have any other questions, please let us know.

Angela, DIRECTV Community Specialist

I've found several threads on this forum discussing the exact problem I'm having getting the proper audio out of the C71KW streaming device.  I'd like someone to tell my why the audio format output by the HDMI port and the Optical port of the C71KW are totally different.  I'd also like to know why when a station has two channel stereo (no surround sound) that my hardware sees nothing different in the audio output.    

Also, when I use a ROKU the audio is detected properly.  You would think the box sold by DirecTV Stream would do it as well.  The C71KW needs to have audio pass-through as an option in the settings.  

It looks like this has been a problem for awhile and it would be nice if someone at DirecTV Stream would see this as a problem and try to find a solution.

Hi @DanFleming, Let's meet in a Direct Message to take a closer look on this. Please check your DIRECTV Message Inbox (It's the chat icon next to the bell icon in the upper right corner of the Forums).
Norman, DIRECTV Community Specialist