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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inopinatus

Prominent Collaborator I

Not just live TV. We get the dropouts in video playing from the Samsung Netflix and Plex apps on the KS9000. Curiously, though, not from PS4 or Apple TV (i.e. from HDMI inputs) although we use them far less frequently. Whether that is a useful data point or simply a statistical aberration, I cannot say.

Revising this. Got dropouts whilst playing through Dishonored 2 on the PS4 today. Showed up after a few hours of playing, then occurred every couple of minutes until I said "screw this" and power-cycled the stack, which removed the condition. So it is both onboard and HDMI audio sources.

uncooked meat prior to state vector collapse

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LeftMyWallet

Trending Lyricist I

I'm almost ready to stick our cheaper LG in the living room and take the Samsung upstairs. But that Samsung was a couple thousand bucks, 4k UHD, and has a beautiful picture.....

MikeV

If you're experiencing the dropouts repeatedly, then it might be helpful to Sonos to submit some diagnostic reports from your system and post the confirmation numbers here. Sonos can review those and hopefully lead to a next step in getting the issue resolved, whatever that next step might be. Make sure to post what you were watching (HDMI input, local OTA channel, smart app, etc.) along with your confirmation number(s).

The S in IOT stands for Security.

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LeftMyWallet

Trending Lyricist I

The problem HAS been isolated. Samsung optical output sometimes sends garbage packets. The Sonos cannot rectify them and drops out.

KenS

Enthusiast II

I have a Samsung 65JU6000, so the low end model in the Samsung TV line-up. I only very rarely experience the sound drop-out on my Sonos 5.1 setup (Playbar, Sub & 2 Play:1s). When I first bought the TV in May 2016, the dropouts were more frequent (probably averaging one brief pause every two hours). Subsequent firmware updates on the TV seem to have mostly eradicated the issue for me. The dropouts have not stopped completely, but it is very infrequent, maybe once every 10 or more hours of viewing. This is whether watching using the Netflix or Amazon Prime Video apps on the TV, or an Apple TV4 connected via HDMI. The TV is used for a couple of hours most days. I’m not sure why the cheapest model in the Samsung TV range seems to be less prone to the problem than their higher-end TVs, but the issue is infrequent enough that it doesn’t bother me.

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uncledave

Lyricist III

I have followed this thread now for a while because I had issues with my JU6850 and its optical out signal leading to second long cutouts every couple of seconds when streaming 5.1 sound. I tried all kinds of setups, ARC converters, optical switches, you name it. Nothing helped.
The only thing that did help was to take it off the mains for a couple of minutes and plugging it back in to restart the Playbar. I noticed this solving the issue, since the cutouts started again after a Sonos firmware update. Before it seemed like I solved the issue with an ARC converter. The only other thing that changed before installing the converter was unplugging the power cord to rearrange the cables.
So I tried the unplugging again, this time even without the converter (Direct TV toslink to Playbar connection) and voila, after leaving it off for a couple of minutes and restarting it, it solved the problem. Stable sound without cutouts for a couple of days now with 5.1, 2.0 and Stereo, Samsung optical output mode set to Dolby Digital.
I hope this will work for the one or the other, for me it seemed like it was a Playbar rather than a Samsung issue.

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LeftMyWallet

Trending Lyricist I

Keep us updated.... I found the latest Sonos software and latest Samsung firmware have been better. I can go a few days before I get a drop. But then it'll drop out right during a dramatic moment in my favorite show and I want to scream.

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uncledave

Lyricist III

There was one dropout yesterday over a timespan of four hours. But since i had cutouts every few seconds before, i can live with once every couple of hours.
Also i believe that the root cause for this is different and the unbearable cutout issue was solved with the reboot. Ill keep you posted as soon as anything changes!

//edit: cutouts again and I believe I singled out the issue. I had the Playbar grouped to my other two speakers. As soon as the living room is ungrouped, the cutouts stop! That also explains why I thought it was caused by the reboot. The Playbar ungrouped after reboot. Slightly inconvenient, but better ungrouped than with cutouts. It was nice to listen to the news in the kitchen while cooking. Anyone else observing the same?

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LeftMyWallet

Trending Lyricist I

I've never had my Playbar grouped to my remote speakers unless listening to music.

The problem with these cutouts is you think they're gone, then they start happening again out of the blue.

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ReggieD

Contributor I

Bought a JS8500 (55") early last year and I've been closely paying attention to this thread ever since then as I couldn't wait to upgrade from my old entry-level HT 5.1 system. I finally resorted to buy a Q Acoustics M4 just last week - this issue with the JS8500 series obviously won't ever be resolved once and for all. Putting all my hopes now on the Playbar2 - whenever it comes out.

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