Change one link in the chain
Try the same scene through the television speakers. Then test through the receiver with the same source and output mode. If a direct connection works and the receiver path fails, verify that the exact HDMI path supports the chosen audio format. Keep the working stereo setting available as a fallback.
Give support the right evidence
Include player, device, display and receiver models. Record the selected audio track and whether the error is silence, stutter or dialogue missing. These symptoms can arise at different stages of the chain.