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Ryan S
Ryan S
Retired Sonos Staff
March 22, 2016
Answered

Samsung JS/JU Model TVs Audio Issue with PLAYBAR

  • March 22, 2016
  • 213 replies
  • 22245 views
We've determined there to be an issue with Dolby Digital playback devices (including the Sonos PLAYBAR) and Samsung televisions in the JS and JU series. An example of a TV model number of this line would be the Samsung UN55JS8500. The optical output from these televisions doesn't pass a consistent signal to devices wired in through that connection. This could present when you're watching any Dolby Digital content through the TV's optical connection.

As a workaround if you're using one of these TVs, you can set the output of the TV to PCM (Stereo). There isn't any issue currently with that TV streaming stereo content to the PLAYBAR through the optical. Otherwise, you can look into using a different device. Some suggestions for setups and community recommended devices can be found here on our megathread.

We are working with Samsung on this issue, but there isn't currently a timeframe for a resolution. We'll update you as soon as there are any further details.

Because of the nature of this issue, we've added these televisions to our PLAYBAR Compatibility page which can be found here.
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Best answer by Ryan S
Hi everyone,

We've been testing the firmware of these TVs with some of you and have verified that the Dolby handling issues of the past with these TVs have come back as of software version 1510. We're going to work with Samsung to see about sorting out the issue, but we've been able to replicate the cut out issues on both Sonos hardware and other soundbars too. The PLAYBAR has gotten better at handling poor audio signals in recent updates, so this issue is less noticeable than before, but it's happening.

You can verify the installed firmware version by pressing the MENU/123 button on the remote, then selecting Menu, Support, and then highlight Software Update.

For workarounds, while they sort out the firmware, you can either bypass the audio coming from those JS/JU model TVs by plugging your Sonos directly into the source, or an HDMI switcher, or go into the TV settings and set the audio format to PCM instead of Dolby Digital.

I'll let you know here when we've gotten confirmation that the software has been updated.

213 replies

M J Simon
Lyricist I
April 11, 2016
Understand there was no timeframe to resolution at the time of this post, but I'm wondering if there has been any progress/movement. We have a brand new JU7100 and were seriously considering the Playbar for the TV and Sonos for our house, overall. This (and the, apparently long-outstanding, DTS issue) are forcing us to reconsider and look at other options, which is really disappointing.
    Ryan S
    Ryan SAuthor
    Retired Sonos Staff
    April 11, 2016
    Hi MJ,

    We'll update this thread and others if there's any news on this issue. Currently we're working with Samsung to see if we can get things resolved. Thanks for asking.
    Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
    Peep
    Lyricist III
    April 16, 2016
    Can you clarify how often this happens and what I should be looking for?

    I just got a JU6700 yesterday and have been experimenting with it and Dolby Digital 5.1 all morning with no dropouts etc.
    Right now I have been watching a Netflix movie on my Apple TV 4 with Dolby Digital 5.1 for the past hour - no dropouts.


    I'll keep a watch on it.
    Ryan S
    Ryan SAuthor
    Retired Sonos Staff
    April 18, 2016
    Can you clarify how often this happens and what I should be looking for?

    I just got a JU6700 yesterday and have been experimenting with it and Dolby Digital 5.1 all morning with no dropouts etc.
    Right now I have been watching a Netflix movie on my Apple TV 4 with Dolby Digital 5.1 for the past hour - no dropouts.


    I'll keep a watch on it.

    It can be irregular, so it might be consistent, or rare. We're working on the trouble with Samsung currently and will let you know as soon as we have more details. Thanks!
    Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
    cabking
    Lyricist I
    April 20, 2016
    I will keep a watch on this thread. Terribly frustrating when you spend time researching a great tv and great audio...only to find they can't work together. We have audio cutouts all the time. 😞
    Peep
    Lyricist III
    April 25, 2016
    I am following up here that I experience the occasional cutout. It only happens once an hour or so and there is silence for maybe half second.

    I have my Telus Optik set to stereo anyways since the TV channels are all so inconsistent and find that vocals are sometimes real low with non-stereo streams.

    If issue keeps up and really bugs me I guess I will have to change to stereo... don't think will make much of a difference for me since I don't have surrounds (just playbar and sub). I'll try it and compare for curiosity.
    kenmonty
    Lyricist II
    May 2, 2016
    Just purchased a Samsung JS9000 TV and a Sonos Playbar & Connect:AMP to use the in ceiling speakers.

    Spent most of Saturday with Sonos support, who are really helpful, but all works OK when playing music but the the rear ceiling speakers do not work with the TV or when playing a DVD. It doesn't drop out - the rear ceiling speakers have no output when playing the TV.

    Tech support are investigating the error message but it is really disappointing.
    Peep
    Lyricist III
    May 2, 2016
    kenmonty I didn't notice the audio dropouts at first but they do happen maybe once an hour or longer. It's not a constant dropout so just keep a listen for this audio dropping for a second or so now and then. Hope you get the other surround issue resolved.
    FullSleeveOn18
    FullSleeveOn18
    Contributor I
    May 15, 2016
    Does this apply to the new KS models? UN65KS8500, etc. Thanks!
    Ryan S
    Ryan SAuthor
    Retired Sonos Staff
    May 16, 2016
    Does this apply to the new KS models? UN65KS8500, etc. Thanks!

    Good question, we haven't confirmed any fault with that line at this time, but if you have one and experience similar trouble it'd be great to give us a call on our support line and work with a technician live so we can look into it.
    Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
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