I have read the multiple posts regarding no Dolby Digital 5.1 on the HDMI output on the ViP622. I am writing this to confirm the problem and tell everyone the long road that Dish Network has put me through.
To start, I have a Philips 50” HD Plasma TV (50PF7220A/37). It has 2 HDMI inputs. In the first input I have my ViP622 DVR and then second input is my HDMI DVD player. The Philips plasma TV has a digital audio out (coax) that I connect to my Pioneer Dolby Digital receiver (VSX-D608). It carries what ever the current sound is out. When I watch a DVD on my DVD player through the HDMI the Dolby Digital is passed through the digital auto out (coax). I would hope that my expensive ViP622 would do the same as my $60 DVD player, it does not.
I called Dish Network customer support. They had me check x, y, and z. My software version is L360. I have perfect signal strength. I passed all the tests they had me run though. In the end they did not solve my problem and I decided to research it online from here. I found this forum.
On September 5 I wrote an email to the customer support representatives describing my problem.
Question: Hello Dish Support, I am a relatively new customer. I have the Vip622, HD silver package. I have a 50" plasma TV that is connected to the receiver via HDMI. I then have the digital output of my plasma TV connected to my Dolby digital receiver. My receiver only recognizes the audio as analog. I would imagine just like my DVD player, the HDMI would carry the Dolby digital/AC-3 signal. I have the exact same setup from my DVD player to my TV via HDMI and then I take the digital out of my plasma TV into my receiver and I receive Dolby digital/AC-3 signal. The only work around I see is to take an optical cable from the receiver and plug it directly into my Dolby digital receiver. This has one MAJOR problem, there is a video/audio sync problem. The plasma has to generate the picture and is ~1 second behind the sound... I want it to go through the HDMI to my plasma TV, this will solve the problem. How can you help me do this? Thank YouOn September 6 they wrote back with a canned email that did not help at all:
Dear Mr. Thank you for your email. Please check the following on your receiver and make the following changes: Press the Menu button once to bring up the Main Menu 6 - System Setup 7- Dolby Digital Select Dolby Digital/PCM Line Mode Select Done 1 - Installation 7 - TV1 Audio Sync select Done This should resolve the audio sync issue. If this does not resolve the issue please use the links below for further troubleshooting. A Technical Service Representative is available via live chat 1:30 PM-10:00 PM (MDT) 7 days per week regarding your concerns. Please click the following link to use this option. Or you may contact our Customer Service Center at 1-800-333-DISH to speak with a Customer Service Specialist. We are available 24 hours a day, 7 days a week for assistance at your convenience. As a current customer, you may always use our website to view your current or previous billing statements, add services, or make payments to your account. Please use the link to visit our Online Customer Support Center. Your business is greatly appreciated and we thank you for allowing us to be of assistance to you. If you have any further questions or concerns, please refer to www dishnetwork com or reply to this email. Sincerely, Brian M. DISH Network Technical eCare ** Please include all previous correspondence when replying. **
I didn’t get any help from the canned email so the night of September 6 I tried their tech support chat. They didn’t help either, here is the log:
Please wait while we find a representative to assist you... You have been connected to (RF)Zachary B. Dish Subscriber: Hello Zachary (RF)Zachary B: Hello Mr., how are you today? Dish Subscriber: Good, do you understand my problem? (RF)Zachary B: Yes, I actually saw your e-mail. Dish Subscriber: What do you think? The response didn’t help (RF)Zachary B: The HDMI cable does transfer surround sound audio. Dish Subscriber: Will it in the future? My DVD player does (RF)Zachary B: Have you checked your televisions settings for the ability to adjust audio? Dish Subscriber: The audio is all in sync when I use the HDMI Dish Subscriber: but when I use HDMI I get only Pro Logic not Dolby Digital Dish Subscriber: there is no way with the Vip622 to have Dolby digital thru the HDMI cable? (RF)Zachary B: Yes it does. Dish Subscriber: My Vip622 is not putting Dolby digital on the HDMI cable Dish Subscriber: it is putting stereo sound (RF)Zachary B: Okay, press menu on your remote for me. Then select system setup and then Dolby digital. Dish Subscriber: k (RF)Zachary B: What are the settings on this menu? Dish Subscriber: Dolby Digital/PCM and Line Mode (RF)Zachary B: Great, select cancel, then installation and TV1 audio sync. Dish Subscriber: High Definition is selected (RF)Zachary B: Great. A quick question, what channels are you watching that are not providing surround sound? Dish Subscriber: I cannot find any channels that produce Dolby digital surround sound. I have tried HBO HD, Locals, Locals OTA Dish Subscriber: My receiver says that it is receiving the signal analog and not even digitally AC-3 (RF)Zachary B: Okay, give me one moment to look at your equipment set up. Dish Subscriber: There are only 3 cables in the back of my receiver, two sat feeds from and one HDMI connection (RF)Zachary B: Okay, after reviewing everything, we are trying replacing your receiver. I am also going to submit a report of our Technical Operations Department to look into plausible causes. (RF)Zachary B: I do need some information off of your receiver, if you do not mind? Dish Subscriber: okay (RF)Zachary B: What screen are you in right now? Dish Subscriber: watching tv Dish Subscriber: no screen (RF)Zachary B: Okay, please press the system info button on your remote. (RF)Zachary B: What is the receiver CAID? Dish Subscriber: k Dish Subscriber: I must not be on that screen Dish Subscriber: I am on System Info One Dish Subscriber: has like a thru j (RF)Zachary B: That great. What is in field "E"? Dish Subscriber: top line = R00 7839 0788-09 Dish Subscriber: bottom line = S19 0299 1040-49 (RF)Zachary B: What is the software in field "D"? Dish Subscriber: l360 Dish Subscriber: L360 (RF)Zachary B: Press the number three on your remote. (RF)Zachary B: What is the DNASP number and bootstrap version? Dish Subscriber: k Dish Subscriber: DNASP = 206 Dsh787 Dish Subscriber: Bootstrap = 1711 (RF)Zachary B: Thank you. (RF)Zachary B: What is your shipping address? Dish Subscriber: Are you going to ship me something? (RF)Zachary B: Yes, sir. I will be shipping you a new receiver. Dish Subscriber: my shipping address is: XXXXXXX Dish Subscriber: What will be different about my New Receiver (RF)Zachary B: Thank you. It will correct your audio problem. Dish Subscriber: Will it still be a Vip622? (RF)Zachary B: Yes, sir. Dish Subscriber: Okay great. Do you need anything else from met at this time? (RF)Zachary B: I just have some information to give to you. Dish Subscriber: Okay great, I am hoping this does not cost me any extra $$$. (RF)Zachary B: No sir, everything is covered. (RF)Zachary B: When you receive your equipment please read the instructional letter first. If you do not ship us the malfunctioning equipment within ten days after you receive the replacement unit, your DISH Network account will be charged. Some equipment is excluded and need not be returned. Follow the instructions enclosed. If your equipment is returned and our testing department determines that there is customer damage, the warranty will be void. Please return only the malfunctioning equipment. Please write your RA number on the outside of the box. Your RA number is 15196311. We are shipping your equipment by UPS BLUE 2ND DAY and you should receive it in 5 days. The shipping is covered both ways. Dish Subscriber: Am I receiving a refurbished unit? (RF)Zachary B: You may or may not. All of our refurbished units are tested for at least eight hours to ensure that everything is working correctly at operating temperature. Dish Subscriber: Okay, Thank You. Dish Subscriber: Good bye sir (RF)Zachary B: I hope you have a great week Mr., and thank you for choosing Dish Network. Good night. Your session has ended. You may now close this window.
On September 11 I received my replacement receiver. I plugged it in and had the exact same problems. I called Dish Network customer support, they ran me through the same troubleshooting procedures. None of them resolved my problem. They wanted to send me yet another replacement receiver! I hung up on them, I am not getting anywhere.
What are other people doing to get Dolby Digital sound out of the ViP622 receiver?