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Playbar: dropouts when the optical cable from TV is plugged.

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Hi,

I have had dropouts when I stream content to my Playbar since the end of October. I have my Playbar setup as a home theatre with a sub and two Sonos One. I also have 4 more Sonos One speakers in different rooms. The dropouts only happen on the home theatre. I have never had a dropouts with the other speakers.

I spent 3 hours on the phone with Sonos Support trying different options: Playbar wired to the routeur, changing channel of the SonosNet, changing the output format of my TV, etc. Nothing work. They asked to move the Playbar in another room because the support agent thought it was cause by interference. It worked but for me it doesn’t make sense that it was cause by interference.

When I moved the Playbar in another room, I unplugged the optical cable. I figured out that the problem is when the optical cable from the TV is plugged to the Playbar. I put back the Playbar where it was (below the TV) without plugging the optical cable and then, no dropouts. The problem is really when the optical cable from TV is plugged in. I changed the optical cable, no success. I plugged the optical cable into the cable box instead of the TV, no dropouts.

On my last call with Sonos, I let them know that the problem is when the optical cable from the TV is plugged into the Playbar but they said there are no logs that can explain those dropouts. The beginning of the dropouts fits with the last release from Sonos. My TV software/firmware is up-to-date. On different Facebook groups for Sonos, I found out that there is other people having the same issue of me.

Diagnostic ID: 670512079, 82209604, 1235518346

TV Model: Sony XBR55X950G

Please, help me.

Thank you,

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Answer

@method_ben

It sounds like we have confirmed that the Tv is the source of the problem. We can offer this workaround of plugging the optical cable into the cable box and seeing if that fixes the problem. If that happens to fix the issue, I would recommend that you try checking for firmware updates on the Tv and hopefully Sony will have one that can resolve this issue with the decoding of the audio signal. If not, you could use a HDMI switch to extract the audio from the cable box and send it to the Playbar, bypassing the Tv.

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method_benAuthor

Trending Lyricist I

Hi @EdDR2 ,

It has been 3 weeks without a dropout. I confirm, it works for me. I contacted Sonos to let them know the solution and I hope it will help with other cases. I’m very happy that thread helped you. I was on this since November and I almost ended it up crazy.

Smilja

Summarising, adjust the settings on the Sony TV set as follows:

Turning on IP Simple Control
1. Open Settings
2. Go to Network and Internet
3. Go to Home network
4. Go to IP control
5. Go to Simple IP control
6. Toggle On
Setting RS232C Control to "Via Serial Port"
1. Open Settings
2. Go to Remotes and Accessories
3. Go to RS232C Control
4. Set it to "Via Serial Port"

»And the world is like an apple whirling silently in space, Like the circles that you find in the windmills of your mind.« (›Windmills Of Your Mind‹ [1967]. Music by Michel Legrand ; English lyrics written by Alan & Marilyn Bergman)

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EdDR2

Lyricist III

Thank you method_ben & Smilja!! It has been on for two hrs now and no dropouts yet. I will provide an update tomorrow.

M

method_benAuthor

Trending Lyricist I

@EdDR2 Did it work?

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EdDR2

Lyricist III

its been 3 days; no dropouts; problem solved Thanks again method_ben & Smilja!

C

CGMac

Lyricist II

I have had the same exact dropout issue with a Samsung TV plugged into the Sonos Playbar and this started even earlier than Oct 2019. Does anyone know if there is a similar settings fix, as with the Sony TV’s?

E

EdDR2

Lyricist III

Hello CGMac; during my research of this issue, I came across a thread of someone having the same issue and they solved it by hooking up a Sewell Direct SW-30537 Lightwave 3x1 Optical Toslink Switch . The rationale behind it is that whatever the incompatibility is between the TV and the Sonos Playbar, will end at the Switch since the Playbar recognizes the signal coming from a different source. Hope this helps.

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