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

L

LeftMyWallet

Trending Lyricist I

So at this point, should we consider this glitch unsolvable?

Airgetlam

I wouldn't think so. I'd imagine both companies are aware of the issue, and are working to resolve it. It may be all at one end, or the other, or somewhere in between. But most of these companies, Sonos included, don't tell the customers what they're working on, so as not to set unreasonable expectations.

In my years of live support on games, I've seen several cases of "yes, we've fixed that bug" fall apart at the last second with an unexpected consequence, and get pulled from a software release. If I'd promised the fix to our customers, I'd have been roasted, and they'd have been quite unhappy. Better to keep quiet, and then announce it with the release of the software. Shoot, there were many bugs we never let people know about, even when we fixed them. It's not about crowing the accomplishment of the team, it's about getting the experience correct. None of my programmers were happy when a bug was found. And they would do everything possible to figure out the fix.

Bruce

inopinatus

Prominent Collaborator I

I wouldn't think so. I'd imagine both companies are aware of the issue, and are working to resolve it. It may be all at one end, or the other, or somewhere in between. But most of these companies, Sonos included, don't tell the customers what they're working on, so as not to set unreasonable expectations.

In my years of live support on games, I've seen several cases of "yes, we've fixed that bug" fall apart at the last second with an unexpected consequence, and get pulled from a software release. If I'd promised the fix to our customers, I'd have been roasted, and they'd have been quite unhappy. Better to keep quiet, and then announce it with the release of the software. Shoot, there were many bugs we never let people know about, even when we fixed them. It's not about crowing the accomplishment of the team, it's about getting the experience correct. None of my programmers were happy when a bug was found. And they would do everything possible to figure out the fix.

You are quite right, but there's a point - especially when it's an issue with connectivity to something made by another firm - when engineers get grumpy and start just blaming the other party and give up.

If, for example, the Sonos half of the problem was in their digital input hardware, then there's perhaps no immediately obvious firmware fix. That doesn't mean it's impossible, only unimaginative fools use the word "impossible", but "harder than I have time to fix" and "requires more ingenuity than I possess" are phrases I've used myself, though, in similar situations.

Note two things:
1. That response post, at the top of the thread, makes it clear that Sonos think this is something Samsung are fixing, and
2. They've left it up long past the time when it's become very obvious to the many customers of both that there's no fix in place.

So I personally think they've given up even managing this issue at their end; they're certainly not following the announcement principles you just described.

Issue persists with latest revision of JS/KS-9000 software, I had dropouts last night.

uncooked meat prior to state vector collapse

L

LeftMyWallet

Trending Lyricist I

Good point. They've already admitted there's an issue, both vendors apparently agree there's an issue, and they thought they had a solve.... They unfortunately did not.

It's a shame my $2000 Samsung will be crippled with Sonos. It's a shame my $1400 Playbar + Sub will be crippled with Samsung. I spent **way too much money** for this embarrassing problem.

D

DarwinOSX

Yet another reason that Sonos' refusal to provide HDMI is baffling. It's not because optical is simpler and they should stop with that excuse. I think they just don't want to spend the $$ on R&D.

L

LeftMyWallet

Trending Lyricist I

New experiment. Samsung updated to firmware 1500. Audio delay changed from 50 to zero (well, I'm still debating 0 or 10).

How many of you used the TV's audio sync delay and got dropouts? Vs using the Sonos sync delay? I have always had the TV do the work.

L

LeftMyWallet

Trending Lyricist I

Update: new firmware still drops out.

D

DarwinOSX

Update: new firmware still drops out.

Ugh.

L

LeftMyWallet

Trending Lyricist I

Last night was CHOICE! Watching part 2 of The Defiant Ones. Drop outs like crazy, every 2 minutes. Finally caved and put my Samsun in stereo PCM output.... there were STILL tiny little dropouts. Maybe 1/2 seconds tops, but it was painfully obvious on such a music heavy show. I don't even know anymore

D

DarwinOSX

Last night was CHOICE! Watching part 2 of The Defiant Ones. Drop outs like crazy, every 2 minutes. Finally caved and put my Samsun in stereo PCM output.... there were STILL tiny little dropouts. Maybe 1/2 seconds tops, but it was painfully obvious on such a music heavy show. I don't even know anymore

Has anyone considered an optical switcher or some other intermediary in between the Playbar and TV to try to get a clean signal?
Or something that cleans up the optical signal like this?
https://www.amazon.com/SPDIF-iPurifier-Digital-Optical-Filter/dp/B01KKFTM5S/ref=pd_lpo_vtph_23_tr_img_3?_encoding=UTF8&psc=1&refRID=AQ3041BC7Z5ARM1879QD

Show more replies

Sign up

Login to the community