I can’t get voice description to shut off

Spoke to Apple support and the following fixed the issue with this film.

Apple TV > Settings > Video and Audio > Audio > Audio Format > Change Format will be listed as off, tap that to turn it on. Then another row will appear on screen, tap “New Format” which will change it from Dolby Digital 5.1 to Stereo.

That was the fix Apple engineers gave them, and they are currently working on a more permanent fix for this issue (with this film, It appears there is an issue with the Dolby Digital 5.1 audio source type).

An older Apple TV model A1842 can not turn off AD ( Audio Description option is off in Settings; and the Language track in the player is set to the non-AD track ). However, user Fabio's (& Apple engineers) finding of setting Audio Format to Stereo works fine with this model.

Another Apple TV model A2196 purchased 3 months ago handles the AD track correctly for House of Gucci. I can turn it on or off with the player Languages option.

User Fabio figured out that that this appears to be specific to the DD 5.1 track. Try setting your Apple TV to stereo for this title until they solve this.

The scene describing narrator is not called VoiceOver in Apple vocabulary, but instead Audio Descriptions.

Not all content had Audio Descriptions, but for content that does, it would be automatically selected if so set in Accessibility Settings (On|Off for default).

Additionally, users may change the audio option during playback, by selecting a different non-AD “language” track.

If this happens for one particular title, regardless of above setting, then contact the iTunes Store staff about possible issues at the source.

I have the same issue - AD will not disable on Apple TV or iPad. I went through the toggle with support staff and the answer is “Request a Refund”.

iTunes support staff toggle says “Request a Refund”.

I am having the same issue and it is specific to this movie itself. This feature is not on anything else I purchased or downloaded and all of the audio, narrator settings are off.

The fixes haven't worked for me at all. Disappointing. The movie plays normal on the Apple TV app on my LG television though, so I'll watch it on that tv and follow-up to make sure that it's fixed for the Apple TV before I ask for a refund.

I did all of that

So what did the Support staff say?

I’m having the same issue and I contacted apple. They will be calling me tomorrow. I’ll update on here if I get a resolution that it not request a refund.

I have the same problem and they will call back to me tonight. I would let you know what will happpen

Apple is really ripping people off they need to get this sorted out immediately

Same problem on Apple TV 4K. audio descriptions plays regardless of settings - for House of Gucci

this worked.