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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uncledave

Lyricist III

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.

Update after two weeks: no cutouts with the ungrouped play and cutouts as soon as I group one other speaker. Definitely worth a try for those with a similar setup.

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ReggieD

Contributor I

So basically, the solution is to "downgrade" from 5.x to 3.x?

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.

Update after two weeks: no cutouts with the ungrouped play and cutouts as soon as I group one other speaker. Definitely worth a try for those with a similar setup.

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uncledave

Lyricist III

[quote=ReggieD]So basically, the solution is to "downgrade" from 5.x to 3.x?

No, what I mean is the ungrouping of other speakers in other rooms. Not the surround speakers!

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ReggieD

Contributor I

So are we concluding that everyone who ever reported this issue had their Playbar grouped to speakers outside of their HT setup?

[quote=uncledave]So basically, the solution is to "downgrade" from 5.x to 3.x?

No, what I mean is the ungrouping of other speakers in other rooms. Not the surround speakers!

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uncledave

Lyricist III

[quote=ReggieD]So are we concluding that everyone who ever reported this issue had their Playbar grouped to speakers outside of their HT setup?

[quote=uncledave][quote=ReggieD]

Not at all, just that the issue dissappeared for me after doing so and I wanted to share this here so that others with the same setup can test this and see if it solves their problem. I'm sure there are multiple root causes for the same issue, in my case the ungrouping solved it.

inopinatus

Prominent Collaborator I

Not at all, just that the issue dissappeared for me after doing so and I wanted to share this here so that others with the same setup can test this and see if it solves their problem. I'm sure there are multiple root causes for the same issue, in my case the ungrouping solved it.

I'm predicting you'll be back in a few days/weeks to say "Oh actually it's happening again".

uncooked meat prior to state vector collapse

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uncledave

Lyricist III

Very possible. Probably after a firmware update

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El Jefe

Lyricist III

Any updates to this issue? I seem to have more frequent and longer drop-outs now with the latest Samsung firmware and updated Sonos software.

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uncledave

Lyricist III

Here still no dropouts when ungrouped, dropouts when grouped with other speakers. Didn't see any updates though. Which version for TV and Playbar?

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El Jefe

Lyricist III

This has gotten much worse for me in the last 6 weeks or so.

TV Model: Samsung UN55JU7100
TV Software: 1467
Sonos: 7.1 (Build 341637101)
Diagnostics: 7160631

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