Retired Sonos Staff

Answered

Samsung JS/JU Model TVs Audio Issue with PLAYBAR

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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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sheswired

Lyricist I

Ran into this issue today with a new Sony TV. Model XBR-55X850D. No audio from a Sony DVD player. Changed the audio setting on DVD player from Auto to PCM and the audio worked beautifully from the Sonos PlayBar.

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ShesWired

M

makker99

Avid Contributor I

Hi

I'm looking at the SAMSUNG UE55JU6400. Do we know / think it will have the same problem?

Thanks

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Ryan SAuthor

Retired Sonos Staff

Hi

I'm looking at the SAMSUNG UE55JU6400. Do we know / think it will have the same problem?

Thanks

Yes, for the time being, any Samsung TV with JS or JU in the model number could have this problem with any optical device. They're working to get it fixed though, so we'll let you know when it's confirmed to be resolved.

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LeftMyWallet

Trending Lyricist I

Thanks for the update! I REALLY hope you guys can finagle a fix between you and Samsung. I can definitely feel the loss of depth and surround effects when my TV is in PCM.

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mikedagreek

Enthusiast I

Question, if I'm just listening to the Playbar along with the sub, will I hear the difference in sound when the Dolby setting is switched to PCM?

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Ryan SAuthor

Retired Sonos Staff

Question, if I'm just listening to the Playbar along with the sub, will I hear the difference in sound when the Dolby setting is switched to PCM?

Good question. Strictly speaking, Dolby Digital can have up to 6 dedicated channels of audio, the 6th is the ".1" in a 5.1 system, which is the channel for a subwoofer. This means that when you're playing a DD5.1 signal, you will likely have a fully dedicated channel for the SUB.

The PCM format is stereo in this case, so only left and right are being sent to the PLAYBAR, which in turn will create a surround solution out of that signal. You will absolutely hear a difference with the SUB on PCM. On any stereo signal, the SUB will pick up the low end of the audio and sound throughout the room. It may be more pronounced with a Dolby Digital source, but you certainly will be able to tell a difference.

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mikedagreek

Enthusiast I

Thank you for the reply Ryan. Even though I did the temporary fix, I'm hoping Samsung will correct the issue.

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kenmonty

Lyricist II

Hi Mikedagreek,

I have a similar issue with the Samsung TV. Sonos indicated that Samsung are looking to develop a software fix. However, when I emailed Samsung support they were not aware of any intention to provide a fix. It maybe worthwhile to register your issue with Samsung. Hoping that if they receive lots of complaints they may actually do something.

Cheers
Ken

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mikedagreek

Enthusiast I

Hi Ken, thank you for that information. If that is in fact the situation, that would be very disappointing because that would mean Sonos is giving false information to all of its customers.
I'm going to contact Samsung as well, thank you very much.
By the way, did You try the " temporary fix"'that was mentioned on another thread?
( changing the HDMI audio format on the TV to PCM and Setting HD Audio to ON"?

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kenmonty

Lyricist II

Hi,

I think and hope the Sonos information is correct and expect that the support part of Samsung would not be aware of the plan to develop a fix.

No I haven't tried the other work around .. I will go looking for that thread

Cheers Ken

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