Contributor I

Answered

How to stop crackle/ static on sound bar

Forum|Forum|8 years ago
March 5, 2018
73 replies
75401 views

Can someone tell me how to stop the crackle/ static noise on my sound bar hooked up optically in front of LG C7P? Seems like a lot of people having this problem and theres no fix. diagnostic #8262397 .

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Best answer by Keith N

Hi there, pgiliber. Thanks for the details and information. I believe the issue affecting your system is one that we've been talking about in the Community. Our team have been collecting information and are currently waiting on a firmware update from LG and Sony to address the problem. While it is limited to LG OLED and Sony XBR TV's it is certainly something the team is aware of and actively tracking.

Thank you for your patience so far.

Miles P

Retired Sonos Staff

Hello bumble, thanks for that diagnostic report. We can see two main issues here. First, the Sonos system seems to have some issues staying connected to your wireless network. Are you using any wireless boosters or extenders in your household? Second, the PLAYBAR doesn't appear to be receiving a proper Dolby Digital signal over optical. Can you tell us the source you are using with that TV? (e.g. built in apps, TV box, streaming box, game console) Thanks in advance for any info you can provide.

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I

Iceniner

Lyricist II

I have the exact same problem and television. I have a Comcast X1 Infinity Box. My wireless network is served by a Comcast Voice and Data Modem with Blast Pro Internet (250MBps Download Speed.) Were you able to help Bumble, Miles? I'm very frustrated and disappointed.

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pgiliber

Lyricist III

I have the same setup as Bumble, LGOLED C7P 55", connected to Playbar via optical, FiOS IPC1100 out HDMI to TV. My Playbar is connected to my GiGe via cat 5 and not wireless. If stay on the same channel watching TV, I will get the Static noise. If I switch channels or switch and come back it syncs goes back to normal for a period of time. I replaced the FiOS box but no luck. DOES NOT happen streaming music.

Keith N

Sonos Staff

Hello everyone. If you are still having troubles with this, please submit a diagnostic report after reproducing the problem. Be sure to reply with the confirmation number it gives at the end. I'll be happy to take a look and assist in any way I can.

Thanks!

Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.

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pgiliber

Lyricist III

Hi Keith, I did this during the day yesterday prior to your post. I opened a ticket as well and both are below. The Support contact told me there is a known issue with my line of TV (LG OLED C7P) and my only option at this point is to set all to output PCM and that Sonos is working on a fix. I am not sure how accurate this is but I have no choice, have set PCM and will see if this occurs again. My issue is, I see on many threads on this website that customers have the same issue and some have different TV's and cable carriers and the reports are months to over a year old. How confident can I be that Sonos is doing a fix with it lingering that long. I am disappointed spending all this money and have to turn off Dolby Digital 5.1, that is not why I purchased a Playbar.

Issue happens on the room label Family Room, last occurrence 8:59pm to 9:03pm
Ticket # : 180405-001407
Diag Capture : # 1908863624

Keith NAnswer

Sonos Staff

Hi there, pgiliber. Thanks for the details and information. I believe the issue affecting your system is one that we've been talking about in the Community. Our team have been collecting information and are currently waiting on a firmware update from LG and Sony to address the problem. While it is limited to LG OLED and Sony XBR TV's it is certainly something the team is aware of and actively tracking.

Thank you for your patience so far.

Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.

P

pgiliber

Lyricist III

Ok, I currently have a Sony XBR 850D with a Playbar, two play 1 and sub in surround sound. I don't experience it on that which is in my Media room. Could it potentially rear its ugly head there as well?

Keith N

Sonos Staff

I do not see any cases logged with that specific model (XBR 850D). However, I would rather communicate the possibility of it happening instead of telling you it will work without a problem when it could, in fact, rear its ugly head.

Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.

I

Iceniner

Lyricist II

Hello Keith, As I mentioned but didn't spell out in my earlier post, I have a 65" OLED65C7P. My diagnostic information is 481638033. $1,400 for my Playbar and Sub was a very significant expenditure for me. I appreciate you and Sonos moving to quickly solve this problem. Related, I have some concerns about whether my Sub is properly set up. Should the Diagnostic reveal any issues or it be generally available, I would appreciate some support to be sure I'm doing the best I can under these unfortunate circumstances. Thank you.

J

jrogers2703

Contributor I

Same problem. Been happening since December 2017. I also have a LG C7 55in. It's really aggrevating. There was also audio dropouts which seems to be fixed with a prior firmware.

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