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

Samsung JS/JU Model TVs Audio Issue with PLAYBAR

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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Ryan S
Ryan SAnswer
Retired Sonos Staff
November 10, 2017
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.
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213 replies

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mikedagreek
Enthusiast I
August 3, 2016
*There isn't a noticeable sound difference in my opinion.
Iancredible
Lyricist II
August 3, 2016
*There isn't a noticeable sound difference in my opinion.

Hey Mike.. One last thing... i was reading that the PCM doesn't give the full surround sound feel even if you're just using soundbar and woofer because PCM allows for only 2 channels. Didn't know if you (or anyone else) had any thoughts on that.

Thanks
HWHarwig
Contributor I
August 6, 2016
Same drop-outs here. Samsung UE65JU6470UXZG, firmware 1460, Sonos boost, playbar, sub, 2x play3.
Set the TV's Audio format and HDMI format to PCM and set HD Audio to ON. Now testing this setup.
Only prefer to have the "best" sound after paying a lot of money for the "best" system...
Please keep on searching for the correct solution and keep us informed!
PabloPaul
Lyricist III
August 8, 2016
Woohoo! My 8500 series 55" Samsung curved tv is now outputting 5.1 dolby digital to my Sonos playbar. Coupled with the sub and 2 play 1s the sound quality is incredible when watching DD movies. Thank you Samsung and Sonos. Can't wait to start watching my film collection again
El Jefe
Lyricist III
August 10, 2016
The original firmware update (1455) seemingly fixed this issue for me. Once it updated to 1460 the drops seemed to return, but not nearly as often. Hopefully another firmware release can eliminate this issue once and for all.
Ryan S
Ryan SAuthor
Retired Sonos Staff
August 10, 2016
Hi everyone, I just wanted to update you all that the K series Samsung TVs had a similar issue which has now been addressed as well. Samsung released a firmware update (version 1121.1) to resolve this issue for K series TVs.
Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
    PabloPaul
    Lyricist III
    August 10, 2016
    I've managed to get full 5.1 surround direct from tv using optical cable to playbar and also from ps4 but I have tp chance the optical cable from.the tv and put it directly in ps4 to get this. Small price to pay for sucj incredible sound though
    LeftMyWallet
    Trending Lyricist I
    August 12, 2016
    Thanks for the details everyone. I'm passing them on to the team here that is working with Samsung. I'd also encourage you to reach out to Samsung support as well if you haven't yet. It'd be great for them to see this too. I'll let you know if we have any more details around this.

    If you have a chance, the next time a cutout comes up can you submit a diagnostic from your Sonos system and reply back with your confirmation number?

    6440337

    Firmware 1460. Dropping out watching cartoons on Nick JR
    TopperXP
    Trending Lyricist I
    August 14, 2016
    Hello , I am now on firmware version 1460 on my Samsung UE55JS9000 and I am experiencing regular dropouts again, it seemed to calm down on the 1452 release by samsung but watching stranger things on netflix with 5.1 it was dropping out .

    Diagnostics number 6445791
    LeftMyWallet
    Trending Lyricist I
    August 14, 2016
    Another 1460 dropout diagnostic: 6443545
    Show more replies
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