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AnnaBarensfeld
Contributor I
February 17, 2015

Playbar TV audio stops occasionally after I change the cable channel. Works again if I turn TV off and back on.

  • February 17, 2015
  • 12 replies
  • 3866 views
Hello,

My setup:
  • Vizio E500i-A1 HD TV
  • Armstrong Cable PACE RNG200N DVR HD box
  • Playbar, version 5.2
  • (No Connect or Sub. Just two Play:1's in other rooms)
My TV audio is turned off and the Playbar correctly starts up when I turn my TV on and plays audio fine. It also functions correctly as a music player when the TV is off. 

My problem: Occasionally, when changing cable channels, the audio will cut out (when the new channel comes on, it is without sound). The problem is rectified when I turn off the TV and turn it on again. It will then be fine until I change the channel again, when the problem may occur again. I have not been able to notice any pattern - sometimes this happens, sometimes it does not.

Thanks for your help.
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12 replies

Mohammed H
Mohammed H
Retired Sonos Staff
February 18, 2015
Hi Anna, any chance the Playbar fits directly into your cable box? Curious to know if this will still occur then.
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AnnaBarensfeldAuthor
Contributor I
February 18, 2015
Mohammed,
I was able to plug the digital optical audio cable directly into the cable box and will try it like this for a few days to see if the problem happens again.
However, my TV is a smart TV and I often use it as such, without the cable box. So I need to have the Playbar connected through the TV and not the cable box. (I am unwilling to change the cable each time.)
Is there a way to continue to troubleshoot with the original setup?
Thanks.
Mohammed H
Mohammed H
Retired Sonos Staff
February 18, 2015
Mohammed,
I was able to plug the digital optical audio cable directly into the cable box and will try it like this for a few days to see if the problem happens again.
However, my TV is a smart TV and I often use it as such, without the cable box. So I need to have the Playbar connected through the TV and not the cable box. (I am unwilling to change the cable each time.)
Is there a way to continue to troubleshoot with the original setup?
Thanks.
This is so we can find out whether the problem lies with the television, cable box or Playbar. Let me know when you have tried it out.
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AnnaBarensfeldAuthor
Contributor I
February 19, 2015
OK, the Playbar audio seems to be working just fine when connected directly to the cable box. I don't notice the problem occurring at all currently.
Mohammed H
Mohammed H
Retired Sonos Staff
February 20, 2015
OK, the Playbar audio seems to be working just fine when connected directly to the cable box. I don't notice the problem occurring at all currently.

So it sounds like the problem is with the television. I would double-check the audio settings on your TV, if none of the options don't improve the situation it's best to ask the TV manufacturer for more advice.
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AnnaBarensfeldAuthor
Contributor I
February 20, 2015
That's a frustrating response, Mohammed. We don't know that the problem is the television--it could be the way the Sonos is interacting with the TV. Instead of passing the buck to Vizio (who we all know will be less than responsive in helping), can you please stick with the problem and see this through? Thanks for your help.

The settings are properly adjusted on the TV according to my Sonos setup guide.

There is an "Advanced Audio" tab with the following settings:
Digital Audio Out (PCM / Dolby Digital / Off options)
Analog Audio Out (Fixed / Variable)
(Bold indicated currently selected settings).

Is it possible that I need to change these settings?
Thank you.
Aron Ewings
May 17, 2015
I'm getting exactly the same problem. I have my playbar and SUB connected to a Samsung HU7250 uhd tv. When I switch channels and it goes from an HD channel to a SD channel the sound disappears. The only way to get it back is to switch on and off TV or unplug optical cable then plug it in !!
Mohammed H
Mohammed H
Retired Sonos Staff
May 18, 2015
I'm getting exactly the same problem. I have my playbar and SUB connected to a Samsung HU7250 uhd tv. When I switch channels and it goes from an HD channel to a SD channel the sound disappears. The only way to get it back is to switch on and off TV or unplug optical cable then plug it in !!
Hi Aron, can you reproduce the issue, send a diagnostic report & reply with the confirmation number? Will check how your PLAYBAR is doing.
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Aron Ewings
May 22, 2015
The number is 4580280.  If i change channels to fast the sounds cuts out till i disconnect then reconnect the optical lead
Mohammed H
Mohammed H
Retired Sonos Staff
May 27, 2015
I'm getting exactly the same problem. I have my playbar and SUB connected to a Samsung HU7250 uhd tv. When I switch channels and it goes from an HD channel to a SD channel the sound disappears. The only way to get it back is to switch on and off TV or unplug optical cable then plug it in !!
We'll need to take a closer look at your system if you're able to call us? When you do, please quote your reference number: 150527-000487. Make sure you're at your system and preferably at a computer (in case we need to remote assist).
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