Fix sound issues

If you're having audio issues, try the following:

Step 1: Play another show or movie

Try playing a different show or movie to see if the issue is limited to a specific show or movie. If a show or movie is available in Dolby Digital, you'll see 5.1 in the description. If the sound issue is limited to a particular show or movie, please let us know using our Feedback form.

If you want to change the audio language, see Subtitles, captions, and audio tracks.

If you have sound issues with any show or movie, try the next step.

Step 2: Try device troubleshooting

Choose the device you're using:

Here are some things to try:

  • Turn up the volume using the volume up button on your phone or tablet.
  • Plug in headphones to see if there's sound.
  • Try turning off Bluetooth on your device to make sure your device isn't sending audio to a Bluetooth accessory (in Settings on your Android or iOS device).
  • Make sure the Do Not Disturb option is not enabled on your device.
  • Try restarting your phone or tablet.

Here are some things to try:

  • Check the volume control in HBO Max and on your computer to make sure they're not muted or set low.
  • If you're using external speakers, check your speaker cables and the volume control.
  • Update your browser to the latest version. To find out how to do this, see Troubleshoot computer.
  • Try using another supported browser.

Here are some things to try:

  • Update the HBO Max app. To do this, open the app store on your device and search for HBO Max. If there's an app update available, choose update or download. For more help, see Step 1 on the Troubleshoot TV page.
  • Restart your device. Unplug your streaming media player (e.g. Apple TV), wait a minute, and plug it back in again.
  • Disconnect and reconnect both ends of your HDMI cable.
  • Try reversing the ends of your HDMI/optical cable or using a different cable.
  • Try using another HDMI port on your TV.

For help streaming in 4K HDR with Dolby Atmos audio, see Watch in 4K HDR.

Dolby Digital Plus audio is available on the following devices:

  • Amazon Fire TV
  • Android TV
  • Apple TV
  • Google Chromecast Ultra
  • LG Smart TV
  • Roku
  • Samsung TV (models that support Dolby Digital Plus)
  • VIZIO Smart TV
  • Xbox console

Here's some more device info:

Apple TV

By default, Apple TV uses the best audio format available. If surround sound isn't working, try changing the audio format to Dolby Digital 5.1. To do this, on your Apple TV go to Settings > Video and Audio > Audio Format and turn on Change Format. Here you can choose Dolby Digital 5.1 (instead of Use Best Available).

If changing the audio format to Dolby Digital 5.1 doesn't help, try changing the Audio Format to Stereo. To learn more about audio settings, go to Apple's Play audio in Dolby Atmos or surround sound article.

Roku
  • First, make sure your software is up to date by pressing the Home button on your Roku remote, then go to Settings > System > System Update > Check now.
  • Next, try switching the audio on your Roku to stereo. Press the Home button on your Roku remote, then go to Settings > Audio > Audio Mode > Stereo.

For more help, go to Roku's Surround sound article.

Xbox console

Go to Settings > Display & Sound, then scroll to the right and select HDMI audio. Set HDMI audio to 5.1 uncompressed, then select Bitstream Format and set it to Dolby Digital.

Try stereo sound

If you're still experiencing audio issues, try switching the audio setting on your device to stereo sound. For example, on Amazon Fire TV go to Settings > Display & Sounds > Audio > Dolby Digital Output and then choose Dolby Digital Plus OFF.

HDCP error

If you're getting an HDCP error, try bypassing your receiver or stereo equipment by connecting your streaming device directly to your TV. Learn more