Q: No Dolby Digital Apple TV 3 firmware 6.1 (6698.99.16)
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Apr 9, 2014 2:24 PMby sebastian255,If Netflix finally admitted that there's nothing they can do (after several weeks, duh), I'm afraid we'll have to wait for Apple to release the 6.1.1 update. And I'm not sure they're gonna roll it out just because the Netflix app is buggy. For comparison: 6.0 was released on September 23, 2013. The 6.0.1 update arrived on Oct 25, followed by 6.0.2 on Nov 14.
The good thing about the Netflix app that came with ATV firmware 6.1 is that it is much better at playing 720p and 1080p, at least in my case. I downgraded to 5.3 as suggested earlier in this thread. That brought back Dolby Digital alright, but I was stuck at 480p most of the time. As I'd rather lose 3 channels of audio than HD video, I immediately upgraded back to 6.1.
And again: I don't think the missing SuperHD logo has anything to do with the upgrade itself. That it vanished at the same time must be a coincidence (it was gone in my restored 5.3 firmware, too). Fact is, I have way better video quality in 6.1 than I had in earlier versions. So I'm sticking with it.
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Apr 9, 2014 3:18 PMby JMichaelTX,Apple had NOT registered this as an official issue until I called Apple Support today.
I just called Apple Support to report this issue. You will not believe this, but the rep told me no one else has reported this issue, that there are no issues for this in the official Apple Issues database.
He also said that reporting the problem here, in the Apple Support Communities doesn't mean anything.
He said you MUST call in to report the problem and have Apple recognize it.
So, please, EVERYONE, CALL APPLE NOW to report this issue.
Here is how you contact Apple Support.
GO TO:
https://getsupport.apple.com/GetproductgroupList.action
If you have your Apple TV registered and setup in your Apple Profile, you can login and select your Apple TV.
Otherwise, SELECT "More Products and Services"
1. Select Apple TV
2. Select "Other Apple TV Topics"
3. Select "Software or firmware not updating as expected"
4. Select "Talk to Apple Support Now"
5. Select "Request an exception" if you don't have a Support Contract to avoid paying $19
You then schedule a call-back, which happens almost immediately.
You should ask the rep if this issue has been reported.
Here's my Case#: 598286329
Ask if he/she sees my case.
I gave the rep this thread in Apple Support Communities, and he said he entered it in the report.
You might confirm that.
Good luck, and please take action now.
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Apr 9, 2014 4:17 PMby Gary J. Lieber,Here is cleaner link to Apple TV Feedback if you don't want to talk to anyone
http://www.apple.com/feedback/appletv.html
Select Bug report for reason for feedback.
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Apr 9, 2014 4:39 PMby CarlosMLB,Hello JMichael11
I just did what you recommended and Apple recognized and apologized for the inconvenience! Hopefully, they will release an update soon.
Definitely it would help if other users report this too. Everybody with this issue please follow JMichael11's instructions.
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Apr 9, 2014 5:08 PMby JMichaelTX,Thanks Carlos for reporting this issue.
I called in again as if reporting a new issue. The rep this time immediately acknowledged the issue, and stated that both Apple and Netflix are working on a resolution, which could be released very soon, like in a week or two.
She said that Neflix needed to update their App, and then Apple would push it out. She said if it was a minor update, Apple would push out the update in the background without an formal notice. If it is a major update, then Apple would formally release a new version (like 6.1.1).
She also said that bugs/issues could be reported via the feedback page:
http://www.apple.com/feedback/appletv.html
Select Bug report for reason for feedback.
She said Apple reads ALL feedback, and that the Apple Engineering Team would get the bug report.
She also said that this forum, "Apple Support Communities" is for user-to-user support ONLY, and that Apple does NOT monitor or get bug reports from this forum.
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Apr 11, 2014 4:03 PMby auroraj,Yes, DD 5.1 is not working since 6.1 update on Apple tv 3. I am tatlly agrred to pedx1ng DD does work on airplay from ipad & iphone. One more thing i wanna add, I have Apple TV2 & Everything works perfect with that.
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Apr 13, 2014 3:18 PMby Peterdoubt,auroraj wrote:
Yes, DD 5.1 is not working since 6.1 update on Apple tv 3. I am tatlly agrred to pedx1ng DD does work on airplay from ipad & iphone. One more thing i wanna add, I have Apple TV2 & Everything works perfect with that.
And mine is the opposite - my gen 2 doesn't work but my gen 3 does. I've been on the phone with Netflix half a dozen times and just got off the phone with Apple who knew nothing. She told me to turn off Dolby Digital. And seemed to not understand what a surround sound receiver was.
Glad I'm not alone at least. Misery loves company : )
Reported it, BTW. Support person didn't seem to care that there was a forum thread devoted to the problem.
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Apr 13, 2014 3:36 PMby JMichaelTX,Peterdoubt wrote:
Reported it, BTW. Support person didn't seem to care that there was a forum thread devoted to the problem.
Peter, recommend that you report it online. Some reps at the call center don't seem to know what is going on.
bugs/issues can be reported via the feedback page:
http://www.apple.com/feedback/appletv.html
Select Bug report for reason for feedback.
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Apr 13, 2014 3:40 PMby zroger73,I just called Apple as well. I, too, was given the "this is the first we've heard of this" and "sounds like a Netflix issue that is beyond our control" sentiments by both the first agent and his supervisor. They were, however, extremely polite and sympathetic even though they were as helpful as Dodo birds. The supervisor claimed to make note of my contact information, serial numbers, the model numbers of my audio/video receivers to which my Apple TVs are connected, and the link to this discussion to forward to their engineering group for a response. He promised to call me back on Friday, 4/18/2014 with their reply. I was given case number 599787924.
