Retired Sonos Staff

Answered

Samsung JS/JU Model TVs Audio Issue with PLAYBAR

213 replies
22247 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.

Samsung

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

Ryan SAnswer

Retired Sonos Staff

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.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

Show previous replies

Ryan SAuthor

Retired Sonos Staff

Thanks for the details guys. I'll pass them on to the team here. It also would be a good idea to reach out to Samsung if you have the opportunity.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

T

TopperXP

Trending Lyricist I

Thanks for the details guys. I'll pass them on to the team here. It also would be a good idea to reach out to Samsung if you have the opportunity.

I have spoke to Samsung regarding this matter and they will not acknowledge the problem , all they say is that they do not support 3rd party hardware and to purchase a samsung soundbar that would not cause the issue .

To be honest I find Samsung Customer Support to be very poor at best so I hold out no hope with them , i am afraid Sonos you are our only hope !

Ryan SAuthor

Retired Sonos Staff

Sorry that they weren't able to assist, TopperXP.

The team here is looking into the issue but they asked that we get all the details around any setups that are having cutouts on 1460 or any other firmware for these TVs. We'll want to get you on the phone here to look into the situation in-depth and have it passed on up to the team.

I'd be happy to set up tickets for you if you didn't have one already created originally. Just let me know a few details here to make things a little easier. We'll want to get the following information:

Model of TV:
TV firmware:
Sources you're using: (please note the ones that have issues)
Format of sources that cut out: (Stereo, Dolby Digital, or Both)
Details of your home theater setup: (The more details about what is wired into what the better).
Did firmware 1455 fix the issue and has it come back with 1460?
A diagnostic number when the cutout happens.

I know many of you have already reached out to us, so if you already have a ticket with the team, even if one was closed as solved, feel free to just reply back to that incident to reopen it. You can then give us a call on our support line to pick things up from here.

Thanks for helping out everyone!

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

T

TopperXP

Trending Lyricist I

Hello Ryan,

I had a terrible sound outage at the end of Mr Robot through the Amazon App on my TV last night ,the sound started to drop and break up for a good minute, it was that bad I had to rewind to see what had been said ! ( no diagnostic though sorry)

My original incident number form a few months ago is 160315-000362

Samsung UE55JS9000
Firmware 1460
Smart TV apps , Sky Q , Amazon Fire TV ,XBOX One.
TV Set to output Bitstream,Digital and Line
Setup is Sonos playbar with Sub and 2 Play 1 surrounds with just optical from One connection box (TV) to the playbar , all sources into OCB via HDMI .
Firmware 1452 seemed best not sure I had 1455 think I went from 1452 to 1460.
Last Diagnostic number is 6445791 i was dealing with Emilio Hellberg.

Thank you

Chris

S

skivnit

Avid Contributor I

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.

Hello, i have the K series but my main issue is the remote not controlling the playbar how do users deal with that?i can only control the playbar through the app which defeats the purpose its also not convenient for me as the Sonos is set up on a differrent wifi network as it woudlnt pair on my other 5ghz wifi connexion

T

TopperXP

Trending Lyricist I

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.

Hello, i have the K series but my main issue is the remote not controlling the playbar how do users deal with that?i can only control the playbar through the app which defeats the purpose its also not convenient for me as the Sonos is set up on a differrent wifi network as it woudlnt pair on my other 5ghz wifi connexion

Have you set up your remote on the app ?

Learn the TV’s volume codes into the PLAYBAR via the Sonos App:

Go to Settings
Select Room Settings > [PLAYBAR Room shown by room name]
Select TV Setup & Control (Click the TV Setup tab if using the computer Desktop Controller)
Select Remote Control Setup > Replace Current Remote
Now follow the steps using your Samsung remote to learn the IR control into the PLAYBAR. NOTE: This may require moving the Samsung IR emitter around a bit until it is in a good position so that the IR Sensor on the PLAYBAR can see the Samsung emitter clearly enough.

If you have done this and the playbar is still not working with your remote then try powering it down at the socket , I have had the remote not working or only working at a short distance and when I powered down it worked again .

S

skivnit

Avid Contributor I

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.

Hello, i have the K series but my main issue is the remote not controlling the playbar how do users deal with that?i can only control the playbar through the app which defeats the purpose its also not convenient for me as the Sonos is set up on a differrent wifi network as it woudlnt pair on my other 5ghz wifi connexion

Have you set up your remote on the app ?

Learn the TV’s volume codes into the PLAYBAR via the Sonos App:

Go to Settings
Select Room Settings > [PLAYBAR Room shown by room name]
Select TV Setup & Control (Click the TV Setup tab if using the computer Desktop Controller)
Select Remote Control Setup > Replace Current Remote
Now follow the steps using your Samsung remote to learn the IR control into the PLAYBAR. NOTE: This may require moving the Samsung IR emitter around a bit until it is in a good position so that the IR Sensor on the PLAYBAR can see the Samsung emitter clearly enough.

If you have done this and the playbar is still not working with your remote then try powering it down at the socket , I have had the remote not working or only working at a short distance and when I powered down it worked again .

the problem is, the signal doesnt get detcted by the playbar its as if i'm not pushing any button i think cause samsung's new remote is using rf instead of ir

T

TopperXP

Trending Lyricist I

If you are using the smart remote i.e the mouse type remote then it won't work as this is a bluetooth remote and does not use infrared , you have to use the normal tv remote or sky remote .

L

LeftMyWallet

Trending Lyricist I

My JS7000 now has firmware 1461. Will continue to monitor Playbar for dropouts and report back.

L

LeftMyWallet

Trending Lyricist I

My JS7000 now has firmware 1461. Will continue to monitor Playbar for dropouts and report back.

Still drops out. No change over 1460

Show more replies