Retired Sonos Staff

Answered

Samsung JS/JU Model TVs Audio Issue with PLAYBAR

213 replies
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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

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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.

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Ryan SAuthor

Retired Sonos Staff

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

The new Samsung Smart Remotes have IR but they use it last, so it can be a bit tricky to turn it on. We were talking about it over here. To test if the IR is working, you can just look at the end of the remote through your phone's camera when you press the volume buttons. Try adding a home theater device from JVC, connected via optical. If that doesn't turn on the IR, add to that device configuration a Blu-Ray player from JVC, that should turn it on.

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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El Jefe

Lyricist III

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

Still drops out. No change over 1460

That's discouraging. I think I have more dropouts now than ever. 1455 was the best one for me. Why'd the mess with it?

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bartoz

Lyricist II

Having 1462, UE75JU6470, still experiencing dropouts about every 5 mins.

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mincemaster

Lyricist I

What is going on with this Sonos. It's been dragging on for far too long. It's clearly not an isolated incident as numerous owners are complaining about the same issue. I've just had firmware 1470 installed on a JU6400 and its still dropping out, in fact its worse that the last firmware. Please sort it out.

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El Jefe

Lyricist III

I received a message this morning and it looks like there was a new update (1463). I'll see if this improved anything.

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LeftMyWallet

Trending Lyricist I

1463 is WORSE!!!!! MUCH WORSE!!!!!! However, I've found a fix: if a source is dropping out, switch to PCM then back to Bitstream and it seems to settle down.

I'm sick of this.

Sonos has got some serious shortcomings that just can't be fixed.

Edit: I take it back. I just did the PCM to Bitstream trick, and my current DirecTV show stayed stable for 10 minutes and is now dropping every 20 seconds. So maybe I got lucky the last time.

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LeftMyWallet

Trending Lyricist I

Oh, and now I'm getting micro drop-outs in PCM.....

I give up. Sonos is pretty, sounds great, but is garbage for TV.

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El Jefe

Lyricist III

1463 is WORSE!!!!! MUCH WORSE!!!!!! However, I've found a fix: if a source is dropping out, switch to PCM then back to Bitstream and it seems to settle down.

I'm sick of this.

Sonos has got some serious shortcomings that just can't be fixed.

Edit: I take it back. I just did the PCM to Bitstream trick, and my current DirecTV show stayed stable for 10 minutes and is now dropping every 20 seconds. So maybe I got lucky the last time.

Wow. I'm not seeing anything like that. I do think the problem is most noticeable with DirecTV, but I'm probably at only 2-3 drops an hour. Some streaming sources (e.g., Amazon, Netflix) don't seem to be affected us much.

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BoredofBalham

Prodigy II

Following a lot of experimentation with my system (you name it, i've done it and tested it) . Tv, bluray/pvr, Sky HD box allconnected hdmi and optical through a switch.

I do not get drop outs from the combined bluray/pvr box - playing BR or live broadcats (Samsung set to output DD)

I do not get drop outs from any recorded programme from pvr or Sky box

I do not get dropouts from iPlayer or Amazon via the tv or bluray.

I only get drop outs on live TV from the Smasung TV to playbar in DD and live TV from the Sky box (the latter both from hdmi and optical)

So dropouts from two independent sources. IIRC other dvices have had drop outs too.

Correlation does not equal causation but it would, in this instance, indicate a potential link. Rather than it being the sending device it is the playbar that is introducing the drop outs.

A bit of lateral, maybe well off centre, thinking and what is the difference between recorded and live signals. Is it the EPG/PDC (Electronic Programme Guide/Programme Delivery Control) codes embedded in the signal causing the playbar to drop out? Are these signals stripped when being recorded and, of course, there is no need for them when playing a disc.

I was originally happy to ascribe the drop outs to Samsung but since the Sky box (and other devices have reported the same problem elsewhere on the forum) i am coming round to thinking that it is actually a Sonos problem - the playbar doesn't like the embedded coding in the data stream causing it fail - maybe some kind of checksum foul up?

I do hope that Sonos can categorically deny it is their playbar that is causing the drop outs and they are going to fix it pronto, or if they state it absolutely has nothing to do with them then what is it in the data stream being received that is causing it to do so.

I do not, and at present just can't, believe that various devices can't output a proper DD signal. As Samsung's own playbar works just fine...Samsung deliberately hamstring other brands? Nah! Nice conspiracy.

To add: i usually only watch recorded stuff from the Sky Box so never noticed the problem until I watched some live TV quite recently.

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LeftMyWallet

Trending Lyricist I

Firmware 1464 loaded this morning. Will see if it does anything.....

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