The streams may use different audio codecs or track configurations. A player can decode one format while failing on another, even when their video works. Check the actual audio track information and output mode before assuming the whole account or internet connection is at fault.
Separate codec from channel count
AAC, AC-3 and E-AC-3 identify coding formats, not a guarantee of stereo or surround in every file. The same family can appear in different configurations. A player’s format support also depends on the operating system and whether audio is decoded locally or passed to external equipment.
Use another track as evidence
If the programme provides a second language or stereo option, try it without changing the video. Restored sound suggests a track-specific or format-specific issue. Note the original and working selections. Do not assume a language label establishes the codec; inspect media information if the app exposes it.
Choose a supported route
A compatible decoded output may work where passthrough does not, while a capable receiver may handle an encoded signal that the television cannot decode. Read the relevant equipment specifications and compare one setting at a time. Send the player version, device model and track details to support without including credentials or private stream links.
