Thank you for supporting our product. 

Make sure the audio format of the selected source is Dolby Atmos.

If you connect a soundbar, AVR or other device through the HDMI eARC port, and the device supports atoms format decoding, you can output Dolby Atmos format audio.

If the problem still exists, please try the following suggestion:s:

1. Switch between different sources in different APPS;

2. If other devices are connected, try changing the HDMI cable;

3. Go to Setting->Display&Sound->Sound to confirm whether the sound mode is auto or bypass.

If you have any other questions, please don't hesitate to contact Nebula Customer Support at service@soundcore.com  for further assistance.