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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Show previous replies

Cococo

Chromatic Producer I

Hi! I have AGAIN sound cutting with my Playbar and my smart tv Samsung UE65JU7080!! Please help me!! Diagnostic : 8499600. Software of my TV : 1520

Cococo

Chromatic Producer I

Hi! I have AGAIN sound cutting with my Playbar and my smart tv Samsung UE65JU7080!! Please help me!! Diagnostic : 8499600. Software of my TV : 1520

Ryan S??? Where are you? I need help please!! I'ts not normal that I have to listen to TV on Stereo to dont' have cutting sound on Dolby Digital!!

simplysoundandvision

Lyricist I

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 have a customer with a UE48JU7000 which has had issues with Dolby Digital via Optical since firmware 1510. The current firmware release appears to be 1530.1 (23rd March 2018) - does anyone have any indication for whether this has solved this regression?

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