If you're having trouble playing 360 Reality Audio™-supported music or can't hear any sound from the audio system using the Amazon Music app or 360 Reality Audio Live app (on the Amazon Fire TV™ Cube or Amazon Fire Stick), please check the following depending on your situation:
I can't play content with 360 Reality Audio in the Amazon Music™ app even though I select 360 Reality Audio-supported music (represented with a 360 badge)
If you're having trouble playing 360 Reality Audio-supported music using the Amazon Music app and the Amazon Fire TV Cube or Amazon Fire Stick, please check the following settings:
- Make the Amazon Fire TV Cube or Amazon Fire Stick, and the Amazon Music app are updated to the latest version.
- Make sure the Amazon Fire TV Cube or Amazon Fire Stick is connected to the audio device (soundbar or home theater system), not to the TV's HDMI input jack. Check that HDMI input is selected on the audio device (soundbar or home theater system).
- Check the Audio output setting. If TV speakers are selected, set it to Audio system.
- Example of how to adjust the TV settings:
Note: The settings menu or the specifications may differ depending on the TV. For details, refer to the TV manual or Help Guide.
- Settings → Display & Sounds → Audio output → Speakers → Audio system
- Quick Settings → Speakers → Audio system
- In the Amazon Music app, make sure the Enable Spatial Audio setting is set to On.
I can't hear any sound from the audio system when playing 360 Reality Audio content in the Amazon Music app
If there is no sound coming from the TV speakers when playing 360 Reality Audio content via the Amazon Music app, please check the Surround Sound setting of the Amazon Fire TV Cube or Amazon Fire Stick:
- Set the Surround Sound setting to other than PCM:
- Settings → Display & Sounds → Audio → Surround Sound → setting other than PCM
An error message is displayed, and sound is not output from the speakers even though I play music with 360 Reality Audio using the 360 Reality Audio Live app
If you're having trouble playing 360 Reality Audio-supported music using the 360 Reality Audio Live app and the Amazon Fire TV Cube or Amazon Fire Stick, check the following settings:
- Make sure the Amazon Fire TV Cube or Amazon Fire Stick and the Amazon Music app are updated to the latest version.
- Make sure the Amazon Fire TV Cube or Amazon Fire Stick is connected to the audio device (soundbar or home theater system), not to the TV's HDMI input jack. Check that HDMI input is selected on the audio device (soundbar or home theater system).
- Check the Audio output setting. If TV speakers are selected, set it to Audio system.
- Example of how to adjust the TV settings:
Note: The settings menu or the specifications may differ depending on the TV. For details, refer to the TV manual or Help Guide.
- Settings → Display & Sounds → Audio output → Speakers → Audio system
- Quick Settings → Speakers → Audio system
- Check the Surround Sound setting of the Amazon Fire TV Cube or Amazon Fire Stick and set the Surround Sound setting to other than PCM:
- Settings → Display & Sounds → Audio → Surround Sound → setting other than PCM
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