Diagnosis
The AI Room Calibration did not run properly or your source is not sending a true Atmos signal.
How to Fix It
Re-run the AI Room Calibration. Use the remote, press the SETTINGS button, select 'AI Room Calibration'. Place the included microphone at your main listening position. Follow the on-screen prompts for the full test tone sequence.
If That Didn't Work
Your source device or TV app is likely outputting stereo or basic surround. Ensure you are playing a known Atmos title from a service like Netflix Premium or Disney+, and that your TV's audio output is set to 'Passthrough' or 'Bitstream'. The soundbar display should show 'Dolby Atmos'.
Heads Up
The up-firing speakers rely on sound reflecting off your ceiling. If you have high, angled, or heavily textured ceilings, the Atmos height effect will be significantly reduced.