We are very sorry that the audio upmixing feature has not been working properly. We also understand how disappointing it must be to continue experiencing audio dropouts, buzzing, popping noises, and sound quality issues with 5.1-channel output after multiple exchanges with our support team.
Based on your description, the original mono or 2.0-channel files play normally, but intermittent audio dropouts occur after upmixing them to either 5.1 or 7.1 channels. With 5.1-channel output, you also experience underwater-like sound, thin or tinny audio, and other sound quality issues. Although the 7.1-channel output does not appear to have the same sound quality problem, the audio dropouts still occur. We will need to further investigate the source file parameters, UniFab output settings, and your playback environment.
To avoid asking you to repeat troubleshooting steps you may have already completed, please provide the following information: your full UniFab version number, the specific module you are using, the output audio codec and format, the playback software, the model of your audio device, and the log files for the affected task. If possible, please also provide a short sample video that can consistently reproduce the issue, or a screenshot showing the media information of the source file.
If you have already submitted any of this information to our support team, please provide the corresponding ticket number. We will review the existing records so that you do not need to submit the same information again.
Before completing our investigation, we cannot yet determine whether the issue is caused by the upmixing process, the audio encoding settings, or multichannel compatibility with the playback device. Once we receive the relevant information, we will forward the issue and supporting materials to our technical team for further analysis and provide you with the available next steps based on their findings.
Best regards
