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Cococo
Cococo
Chromatic Producer I
February 5, 2019
Answered

Playbar - Choppy sound

I have a sound problem with my Playbar, apparently only with TV and not when I'm listen to music. There is a choppy sound, also in my two Sonos:1 (surround) and I have to unplug the Playbar and reconnect it to stop this problem. This happens about every two to three days. This is really annoying...
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    Cococo
    CococoAnswer
    Chromatic Producer I
    February 27, 2019
    Hello! It seems that the problem is solved. I've done a hard reset with the Playbar, but still the same problem. So, I desactivated the 5ghz and kept only 2.4 ghz and there, miracle, it seems that it works ... wait and see (excuse me my bad english :$)
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    10 replies

    Edward R
    Edward R
    Retired Sonos Staff
    February 6, 2019
    Hi, Cococo. Is it possible that the audio format of the television is changing, thus causing this? Are you connected via optical or HDMI-ARC? Following an occurrence of this issue, please submit a diagnostic and respond with the confirmation number. Many thanks in advance.
    Try searching our articles for help with your question: https://www.sonos.com/en/support
    Cococo
    CococoAuthor
    Chromatic Producer I
    February 11, 2019
    Hi Edward R! It’s a Playbar so I’m connected with optical on my tv. The number of the diagnostic is : 1247920718. Thanks in advance
    Cococo
    CococoAuthor
    Chromatic Producer I
    February 12, 2019
    Hi Edward R! It’s a Playbar so I’m connected with optical on my tv. The number of the diagnostic is : 1247920718. Thanks in advance
    Hi, Cococo. Is it possible that the audio format of the television is changing, thus causing this? Are you connected via optical or HDMI-ARC? Following an occurrence of this issue, please submit a diagnostic and respond with the confirmation number. Many thanks in advance.
    Jeff S
    Jeff S
    Retired Sonos Staff
    February 15, 2019
    Hi Edward R! It’s a Playbar so I’m connected with optical on my tv. The number of the diagnostic is : 1247920718. Thanks in advance
    Hi, Cococo. Is it possible that the audio format of the television is changing, thus causing this? Are you connected via optical or HDMI-ARC? Following an occurrence of this issue, please submit a diagnostic and respond with the confirmation number. Many thanks in advance.

    Hi there,

    Thanks for sending in the report. Unfortunately it came through with some formatting errors. Can you send a new one in and reply here with the number?
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    Cococo
    CococoAuthor
    Chromatic Producer I
    February 19, 2019
    New diagnostic : 1026668856
    Jeff S
    Jeff S
    Retired Sonos Staff
    February 19, 2019
    New diagnostic : 1026668856

    Thanks, this report came through properly. I don't see any specific errors which would explain the choppy audio. Can you try bypassing your TV by wiring the optical connection from the Playbar directly into your cable box? Do you still hear the choppy audio in this setup?
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    Cococo
    CococoAuthor
    Chromatic Producer I
    February 20, 2019
    New diagnostic : 1026668856

    Thanks, this report came through properly. I don't see any specific errors which would explain the choppy audio. Can you try bypassing your TV by wiring the optical connection from the Playbar directly into your cable box? Do you still hear the choppy audio in this setup?

    Thanks. Ok I'll try this but it's not a solution for me because I would not have the sound of Sonos on my TV for Youtube, external hard drive discs, etc.
    Cococo
    CococoAuthor
    Chromatic Producer I
    February 20, 2019
    [quote=Cococo]New diagnostic : 1026668856

    Thanks, this report came through properly. I don't see any specific errors which would explain the choppy audio. Can you try bypassing your TV by wiring the optical connection from the Playbar directly into your cable box? Do you still hear the choppy audio in this setup?

    Same problem with this configuration... Diagnostic : 2017521350
    This configuration was made with another optical cable, so the cable is not the problem...
    Jeff S
    Jeff S
    Retired Sonos Staff
    February 21, 2019
    [quote=Cococo]New diagnostic : 1026668856

    Thanks, this report came through properly. I don't see any specific errors which would explain the choppy audio. Can you try bypassing your TV by wiring the optical connection from the Playbar directly into your cable box? Do you still hear the choppy audio in this setup?

    Same problem with this configuration... Diagnostic : 2017521350
    This configuration was made with another optical cable, so the cable is not the problem...

    Thanks for trying. At this point it would be best to have our phone team take a look at this live. Please give us a call, our phone number can be found here.
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    Cococo
    CococoAuthorAnswer
    Chromatic Producer I
    February 27, 2019
    Hello! It seems that the problem is solved. I've done a hard reset with the Playbar, but still the same problem. So, I desactivated the 5ghz and kept only 2.4 ghz and there, miracle, it seems that it works ... wait and see (excuse me my bad english :$)
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